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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.
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 firstname.lastname@example.org 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.
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.
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.”
Call us at: 786-235-8633
For more information or concerns: email@example.com