FAQ's
Creating an Account
How do I create an account?
At the top of the Touchdolls.com homepage, click the Create Account option. Fill out the form completely and click the Create My Account button towards the bottom. Once completed, you will see the window refresh to tell you that “YOUR ACCOUNT HAS BEEN CREATED”. An email confirmation will be sent to you right away for the creation.
You also have the option of not creating an account to make a purchase but that option doesn’t consist of all the benefits you have with creating an account.
What benefits do I receive when I create an account?
By creating an account with us, you can view incoming/outgoing messages associated with your account, check and track your order status, view completed orders, add/edit or remove addresses to your shipping and billing, create a wish list, and update your account details at any time. You can also view a list of items you have recently checked out on the website.
Signing In/Forgot username or password or both
How do I access my account?
At the top of the Touchdolls.com homepage, click the Sign In option. Fill out the information and you will be directed into your account. Once that is completed you can start shopping right away.
I forgot my password, how do I retrieve it?
At the top of the Touchdolls.com homepage, click the Sign In option. On the Sign In To Your Account page, click the “Forgot your password” link. You will be prompted to fill in the email address you provided at the time when you created the account and hit continue. The page will refresh and the following message will show.
The email you receive contains a link to where you can create a new password. Remember that the characters need to be 6 characters long and will be case sensitive. Once that has been completed, the page will automatically go back to the Sign In page and you may proceed to log back in with the new password you have created.
How do I update my account?
Once you have logged into your account, click the “YOUR ACCOUNT DETAILS” option and make your changes accordingly. *Remember to leave the password and confirm password options blank if you are not changing your current password. After that is done click the “Update My Details” to save your changes.
How do I add a new address to my shipping or billing information?
Once you have logged into your account, click the “YOUR ADDRESS BOOK” option and click the “ADD NEW ADDRESS” option to the right. Fill out the form accordingly and Save Address at the bottom. You can individually edit or delete an address by clicking the pencil drawing to edit or the trashcan drawing to delete at any time.
How do I know that my information is secure?
We believe in our customers’ privacy and we are backed up by the Go.Daddy.com’s Verified & Secured verify security to prevent our customer’s information from leaking out. This system secures valuable information and checks for anything suspicious or associated with fraud.
Sizing
I’m unsure about a size or I have a fit question. How do I find this information?
Click here to view our Size Chart
Ordering & payment
How do I place an order online?
After viewing your item(s), select the size you want and add them to your shopping cart. You can also add more items to your cart at the bottom of the page where it says “Update Cart.” Once you are set, click the “Proceed to checkout” option on the bottom. Here are the following steps:
Step 1: Select which addresses from your address list you would like to use as your billing address. If the selected address is the same as the shipping address, check the box that says, “I also want to ship to this address” and click the “Bill and ship to this Address” button. If they are not the same check the other box beneath it that says, “I want to use a new billing address.”
If you have selected to use a new billing address, fill the form accordingly and you have the two options of saving it in your address book or using it as your shipping address or both.
Step 2: Select that address you would like your item(s) to be shipped to. If you would like to use a new shipping address select the option on the bottom of the address list box and fill out the form accordingly.
*This is a very important step. Please double check the address provided for the shipping and make sure there are no errors. Any errors in the shipping address can result with packages taking longer to reach its destination or becoming lost in transit. Because of this, it will affect returns/exchanges or cancellation rules for this order.
Step 3: Select the shipping method you would like and click continue.
Step 4: Review the item(s) in your cart and proceed to let us know how you would like to pay for your item(s). If you have any coupons or gift certificates that you would like to apply to your purchase, now is the time to enter the code to the bottom right of the screen.
If there are any instructions that you would like to add, you can input that information in the “ORDER INSTRUCTIONS/COMMENTS” box towards the bottom left. Be sure to check the box beneath it to receive the TouchDolls newsletter and then proceed to payment.
Step 5: Depending on the form of payment you selected in step 4, fill out the information accordingly and pay for the order.
Placing an Order by phone?
When placing an order via phone, it is pretty much the same process as if it were in online. Provide us with your name, address, and email address, credit card information, shipping and billing and an email notification regarding your purchase.
Placing an Order online?
When placing your order, please make sure that you use the billing address and contact information as it appears on your credit statement. In the event that your information does not match exactly what your credit card has on file, your order may be held pending verification. This may require us to contact your directly. When specifying shipping address information, be sure to check that the zip code, city and state are correct.
What type of payment options do you have available?
We accept Visa, MasterCard and Paypal.
I have a store credit, how do I use it?
If you have a store credit and would like to use it towards your purchase, enter the code during checkout to the bottom right of the screen. Promotions codes can not be combined with store credit. For combined codes please email support@touchdolls.com with code and request. Our reps will process the order internally within 24 business hours.
How do I add items to my wish list?
When viewing an item(s), there is an “Add to wish list” option to the right of the “add to cart” option. Once you have clicked the option you will be redirected to your wish list so that whenever you are ready to purchase your item(s), it will be there for you. Note that you will also have the option of removing the item(s) at any time.
I purchased an item that is on pre-order, why haven't I received it yet?
Pre-Ordered item(s) will be shipped out to the customer when they have arrived to the store. If a non-pre-ordered item(s) and a pre-ordered item(s) was ordered at the time of purchase, the order will not be shipped until the pre-ordered item(s) has come into the store.
Verification & Shipping
What shipping options do you have available?
Our shipping methods include flat rate, UPS (Ground, 3Day Select, 2nd Day Air and Next Day Air).
What if I have a quality issue with my purchase but don’t have a receipt and/or 7 days have passed?
We do stress that we have a 7-day period to get back in touch with us regarding your concerns or issues with your order. We do recommend calling us 786-235-8633 or emailing us at support@touchdolls.com to better assist you and find a solution.
Can I use a gift card or a store credit with my online purchase?
Absolutely. If you have a store credit and would like to use it towards your purchase, enter the code during checkout to the bottom right of the screen. Please note sale codes and online store credit codes can not be combined. In order to combined them you will have to email your store credit code along with your order request to support@touchdolls.com. Once emailed all request will be answered in 24 business hours.
My package was delivered and signed for, but I don't have my package?
All packages come with signature confirmation. We stress that you are home to accept and sign for the package. Once the package is signed, regardless of who signed for it, we are not responsible for the package at that point. If no one signs for the package it is then transported to your local post office and a note will be left on the door for you to pick up the package.
I need to change something on my order.
Can I make a change to my order after it is placed?
After you have placed an order and need to make a change, you have about 2 business hours to get in contact with us at 786-235-8633 regarding your purchase to make any changes. You cannot make any changes to your order after this time as we work diligently to process and ship all orders same day.
How do I know if my order is complete?
Once your order is complete, you will receive and order confirmation via email regarding your order. If there are no issues with your order, you will receive another email stating that your order has been processed. The last email you will receive is in regards to your item(s) being shipping.
What if my order gets lost or doesn’t arrive on time?
Our packages automatically come with signature guarantee delivery to make sure your packages get to you on time. We are not responsible for lost, damaged, or packages lost in transit. If there is an error on the billing and shipping information that you have provided, packages will most likely be handled by your local post office. If the shipment cannot be resolved with the post office, it will be returned back to us where we contact you on the discrepencies regarding the issue with the package. Please note that mistakes done on behalf of the customer will result in additional shipping costs.
What if I want to return or cancel my order that got lost or didn't arrive on time?
We stress that when placing orders to double and even triple check that you have entered all information correctly. Mistakes done on behalf of the customer does NOT void our policies regarding returns. After careful investigation of the issue at hand, we reserve the right to issue a merchandise/store credit for the return or cancellation of the order.
Order Tracking & Status
Where is my order confirmation?
After the order has been placed, you will receive an email confirmation for your order.
How do I track my order?
Once your order has been processed and shipping, you will receive an email confirmation providing a tracking number to see where your package is at any time. If you have an account, you can check the status of your order at anytime, by simply logging into your account and clicking “View Order Status”. If your order states “Awaiting Fulfillment”, your order has been received and is being processed by our warehouse. If your order has “Shipped”, you will see a delivery tracking number. If your order states "Pending", there is an issue with the order and needs to be resolved. Issues include pre-ordered items or errors in billing/shipping information.
If you do not have an account, please contact us at 786-235-8633. We will be happy to provide you with your order status or tracking information. To better help us assist you, please have your order number and last name on the order ready.
Changing or cancelling your order
To make changes and/or cancel your order, call us immediately at 786-235-8633. We highly recommend contacting us within a 2 hour period to better assist your needs.
Returns/Exchanges
View our Return Policy
Shipping
When will my order ship?
View our SHIPPING for more details
Will I have to pay international Taxes and duties?
At checkout, you can estimate how much tax will be applicable to your purchase depending on where the item(s) is going to be shipped. This option will be towards the bottom right of your shopping cart saying “Estimate Shipping & Tax.”
Do you ship to PO Boxes & APO/FPO or U.S Territories?
We do not offer overnight delivery to Alaska, Hawaii or P.O. Boxes. For shipments to Guam, Puerto Rico, U.S. Virgin Islands, Alaska, Hawaii or APO/FPO addresses, our standard is First Class mail through the United States Postal Service. If you prefer to overnight shipping, call us at 786-235-8633.
I wasn't home to sign for my package and now it is unclaimed and being sent back to you, can I get my package resent to me again?
If a customer is not home to sign for their package and/or did not pick up the package at their local postal office the package is considered unclaimed. If an unclaimed packaged has been returned back to us, we reserve the right to charge additional shipping costs to mail the package out again.
Contact
Customer Service
Call us at: 786-235-8633
Email address
For more information or concerns: support@touchdolls.com