Welcome to LOVEPUPPEN.
We know that a purchase like this is a personal decision where transparency, trust, and a seamless process are paramount. That’s exactly why we’ve put together this comprehensive guide for you. Whether you choose a model that’s available right away or configure your dream model yourself down to the smallest detail—here you’ll learn exactly what happens behind the scenes. From the very first click through production to logistics, customs clearance, and our after-sales service, we leave no questions unanswered.
A word of honesty up front: Every doll, every brand, individual special requests, and even the destination country each introduce their own variables. The timeframes listed below are based on our extensive experience. We are usually on time or even faster, but occasionally external factors—such as holidays, extreme weather, customs clearance, or fluctuations among logistics partners—can have a minor impact on the process.
First things first: Off-the-shelf or custom-made?
Before we get into the details, let's take a quick look at your order. Depending on the type of product you choose, the subsequent processing steps will vary significantly.
Option A: Goods available for immediate shipment from the local warehouse
Have you found a model that's in stock at one of our local hubs (the U.S., Europe, Canada, or Australia)? Perfect—then the whole process will go very quickly. These items are shipped directly from the respective local warehouse.
Here is the schedule:
- Processing time at the warehouse: Usually only 1 to 2 business days.
- The Journey to You: Once the package has been handed over to the courier service, it usually takes 4 to 6 business days for it to arrive safely at your address.
Our tip: If you've chosen items in stock at a local warehouse, feel free to skip the next section on factory production. Sit back and relax—your package is almost on its way.
Option B: Factory Production and Customizations
Do you have any special requests, or have you chosen a model that will be custom-made for you right at the factory? If so, the exciting part of the creation process begins now.
The standard model (as shown in the photos):
If you've fallen in love with the exact doll shown in the product photos and haven't ordered any additional optional extras, we can get started right away. There is no need to confirm the details separately here. For these standard models, please expect a production time of about 3 to 6 business days.
Fully Custom-Made:
Does your order include special modifications or custom upgrades? If so, we’ll coordinate closely with you in advance to ensure that every detail is perfect. In the next section, we’ll explain in detail exactly how this coordination and production process works for truly one-of-a-kind items.
Step 1: Product Selection & Defining Your Preferred Details
Have you found a model you like? Great. Now take a moment to carefully review the details on the product page—from the exact dimensions and materials to the skin tone and other optional configurations.
Many of our models can be customized in almost endless ways. Among the most popular customizations are:
- Shades of Skin Color
- Personalized Face Makeup
- Specific Hair Styling Techniques (Head and Body Hair)
- Realistic details (such as fine vein patterns)
- Distinctive physical characteristics
- Additional customization options listed on the respective product page
Please note: Not every manufacturer and every model offers the same level of customization. The options available to you on the respective product page are always the determining factor.
Are you unsure about the size, a specific option, or the general process? Don't hesitate to contact us. We're happy to help:
- Email: info@lovepuppen.com
- Or simply click the „Contact“ button in the lower-left corner of our homepage.
Our expert tip: Please take your time to review all the details before proceeding to checkout. This way, we can work together to ensure that your order is processed correctly from the start, eliminating any future delays or requests for changes.
Step 2: Complete Your Order & Secure Payment
Once you've finalized your dream configuration, proceed to checkout.
To make the process as secure and convenient as possible for you, we at LOVEPUPPEN currently offer the following trusted payment methods:
- PayPal
- Credit card
As soon as your payment has been successfully processed, we'll immediately begin working on it in the background.
An important note from us: When it comes to custom-made products, precision is everything. Please double-check your shipping address, contact information, and—most importantly—your selected configurations before clicking “Submit.” Once production has begun at the factory, certain specific details unfortunately cannot be undone or changed.
Step 3: The Creation Process (Manufacturing & Customization)
Once we receive your payment, we'll give the go-ahead for production. Now your dream model will come to life.
How long will it take? That depends on a combination of several factors: the brand, the material you choose, the complexity of your special requests, the factory’s current workload, and seasonal factors.
To help you plan more effectively, we have compiled a clear overview of average production times for you here:
| Product Type / Customization | Estimated Production Time |
| TPE Products | Approx. 7–20 business days |
| Silicone Products | Approx. 10–30 business days |
| Complex Hair Transplantation | plus approx. 5–10 business days |
| Personalized Makeup | May take additional time |
| Other Special Requests | Pricing is determined on a case-by-case basis depending on the amount of work involved |
| Accessories (adhesives, makeup, stands, flight cases) | Depending on current inventory levels |
| In-stock items (U.S. / European hubs) | Not applicable – direct shipping with no production lead time |
Note: These time estimates are based on solid experience. Actual cycles may vary slightly depending on the brand and current demand.
Seasonal Highlights & Holidays
There are times of the year when things move at a slightly different pace. The Chinese New Year, the Christmas season, annual plant shutdowns, or even unpredictable weather events can temporarily extend the production cycle.
That is why we ask that you: If you need your model by a specific date or for a specific occasion, please place your order well in advance to allow for production and shipping.
Step 4: The Final Quality Check (Your Photo Approval)
Have you decided on custom-made products? If so, our top priority is to ensure that you are 100 % satisfied with the final result. Before a customized model leaves our workshop, we’ll email you detailed, high-resolution photos for your final approval.
In this step, we'll work with you to ensure that all the details match your expectations exactly:
- Skin Tone Nuances and the Desired Makeup Look
- Realistic details (such as depictions of veins)
- Specific Hair Styling Techniques
- Any other special requests agreed upon in advance
What happens with standard models and items in local stock?
If you ordered a standard model without any special features or an item in stock from our local hubs (U.S., Europe, Canada, Australia), you can skip this step. To save time, your package will go straight to shipping.
Step 5: On Its Way to You (Shipping, Logistics, and Customs)
As soon as we receive your approval or your in-stock items are packed, we’ll hand the package over to our logistics partners. The corresponding tracking number will be sent directly to your email inbox shortly thereafter.
How long does international shipping take?
- International shipments typically take about 10 to 25 business days.
Please keep in mind, however, that these delivery times may be affected by various external factors. These include the duration of local customs clearance, the chosen mode of transport (air, sea, or rail freight), and unpredictable weather conditions.
To provide you with the best and most secure service possible, we work with established courier services worldwide, such as DHL, UPS, FedEx, TNT, and CDEK.
Important Information: Peak Season & Worldwide Shipping Areas
The Busy Season for Logistics (Mid-November through February)
Experience has shown that this is the busiest time of the year. Holidays such as Christmas, New Year’s, and the Chinese Lunar New Year cause bottlenecks worldwide. Shipping schedules become more crowded, and customs authorities often take longer to process shipments.
Our advice to you: If you're planning your project around the turn of the year, please place your order well in advance and allow plenty of time.
Where does LOVEPUPPEN ship to?
We offer worldwide shipping, but we adapt to the complex import and customs regulations of the respective destination countries. Due to strict local regulations, we are unfortunately unable to ship to the following regions at this time:
- India
- Some countries in the Middle East
- Certain regions in Africa
(Tip: For specific regions such as Dubai/UAE, please contact us in advance, as regulations there change frequently.)
Are you unsure whether we can deliver to your address without any issues? Our support team will be happy to check the current shipping terms for you at any time.
Customs, Taxes, and Fees: Transparency from the Start
No one likes hidden costs. That's why we at LOVEPUPPEN are upfront about everything: Whether additional import duties apply to international orders depends largely on where you live.
For many of our customers, we handle the customs clearance, or no customs duties are incurred in the first place.
Customers from the following countries and regions are not subject to customs duties:
North America:
United States, Canada
Oceania:
Australia
Europe
| Austria | Belgium | Bulgaria |
| Croatia | Czech Republic | Denmark |
| Estonia | Finland | France |
| Germany | Greece | Hungary |
| Italy | Latvia | Lithuania |
| Luxembourg | Netherlands | Poland |
| Portugal | Slovakia | Slovenia |
| Spain | Sweden | United Kingdom |
| Ukraine |
Asia:
| Cambodia | Indonesia (Please confirm before placing your order) | Japan |
| Malaysia | Myanmar | Philippines |
| Singapore | Taiwan | Thailand |
| UAE | Vietnam |
In some other countries (such as Switzerland, South Korea, New Zealand, South Africa, or Israel), however, local authorities impose their own import taxes and customs duties. These are based on the declared value of the goods and national import laws. Since we have no control over these government fees, they will be billed directly to you, the recipient, by the relevant customs office if necessary. If you have any questions about this, please feel free to contact us at: info@lovepuppen.com.
Special Shipping Guidelines: Latin America (including Mexico)
Due to the complex customs and logistics structures in Latin America, shipping to this region requires a bit more planning. For Mexico, we have established two proven methods for you:
| Shipping Method | Estimated duration | Shipping Costs | Customs Clearance & Taxes |
| Air Freight (Express) | about 15 days | Surcharge at checkout | The recipient pays local taxes directly |
| Ocean Freight (Standard) | about 2 months | Usually included in the price | We've often handled this before |
For other Latin American countries such as Brazil, Argentina, Chile, Peru, and Venezuela, we currently offer expedited air freight via UPS.
Here's how to get your quote: Please send us the link to the doll you want, the SKU, and your exact address. We’ll provide you with a transparent estimate of the shipping costs. (Important note: Please pay any applicable customs duties in your home country promptly, as customs authorities may otherwise destroy the package or return it at your expense if payment is delayed.)
A Clever Workaround: Shipping U.S. Inventory to Latin America
Due to logistical constraints, we are unfortunately unable to ship items directly from our local hubs (U.S./Europe) to Latin America. The solution? A reliable parcel forwarding service (e.g., Stackry).
Here's how it works—it's really simple:
- Sign up for a U.S. forwarding service, and you'll receive a personal U.S. address.
- Please use this exact address at checkout.
- We'll deliver your package safely to the service provider's U.S. warehouse.
- The service provider handles international shipping right to your doorstep.
Please understand that our responsibility ends with successful delivery to the U.S. address. You must resolve all subsequent matters (insurance, customs, damage during transit) directly with the service provider you selected. (Please do not use P.O. boxes.).
A quick reminder: Current shipping restrictions
As mentioned earlier, some very strict local import laws require us to exclude certain regions from delivery. This currently applies to India, as well as parts of the Middle East and Africa. In special cases, such as Dubai (UAE), please contact our team before making a payment so we can review your order on a case-by-case basis.
Step 6: Track Your Package
As soon as your order leaves our warehouse, we'll immediately send you an email with all the important tracking details.
Using the tracking number provided, you can easily check the status at any time on the official websites of our logistics partners (such as UPS, FedEx, TNT, or DHL).
Here’s a quick tip to save you some stress: It’s completely normal for the shipment status not to update for a few days. Especially on international routes—during customs clearance, on transoceanic flights, or at large hubs—there are often small „blind spots“ in the tracking system. However, if the package seems to be stuck in one place for an unusually long time, just contact us. We’ll follow up on it for you right away.
Step 7: Arrival, Quality Control, and Return
The moment has arrived—your package has arrived! We ask that you take a close look at the items as soon as you unpack them to make sure everything is in perfect condition.
- Check the outer box for any obvious shipping damage.
- Do the model and accessories match your original order?
- Are there any visible defects on the product itself?
The golden rule for your insurance coverage:
If you are not satisfied with something, please contact us immediately. Under no circumstances should you use, clean, or modify the product before the matter has been resolved. Signs of use or unauthorized modifications may void your right to a return or exchange.
If you find any defects, please take well-lit photos or a short video instead and send them to us. This will allow our team to find the right solution for you in a flash. For all other details, please see our transparent return policy.
What should you do if there are delivery delays?
We do our best every day to meet all deadlines exactly. However, global logistics can sometimes be unpredictable.
If your package takes longer than 20 business days to arrive (not including customs processing) or if the tracking information is acting up, we've got your back. Just send a quick message to info@lovepuppen.com with the following key figures:
- Your order number
- The recipient's full name
- The tracking number
- If applicable, a screenshot of the current shipment history
Our support team will then look into the matter and provide you with clear and transparent information about the status of your shipment.
100 % Discretion: Our neutral packaging
Your privacy is of the utmost importance to us. We know that discretion is a top priority when making a purchase like this.
That is why we ship all our products in plain, completely unremarkable boxes. Neither the outside of the box nor the shipping label reveals what is inside. From order processing to delivery to your doorstep, your information is treated with the strictest confidentiality. (Please note: Depending on the size of the doll, the selected shipping method, or the courier service's guidelines, the exterior appearance of the box may vary slightly; however, absolute neutrality is always maintained.)
Checklist: How to Ensure Your Order Goes Smoothly
To avoid unnecessary follow-up questions, delays, or even production errors, it’s best to go over this short checklist one more time before clicking „Buy“:
- Are the model, size, and material correct?
- Have all special requests (makeup, details) been configured correctly?
- Is the shipping address completely accurate?
- Did you provide the recipient's name and a valid phone number for the courier?
- Is your email inbox ready for our confirmation messages?
- Are you familiar with the import regulations in your area?
- Have you allowed for enough time in case the model needs to arrive by a specific deadline?
Keep in mind: The more accurately and quickly all the details are clarified, the sooner our manufacturers can begin work.
FAQ: Frequently Asked Questions (Quick Answers for You)
Generally speaking, no. If you choose a standard model that looks exactly like the product images and don't want any additional customizations, we'll send it directly to production or shipping. That way, we don't waste any valuable time, and your package gets on its way faster.
That depends entirely on the brand and the extent of your special requests. We usually estimate a production time of 1 to 3 weeks. For intricate silicone models, special hair implants, or highly detailed makeup, it may take a little longer. Perfect quality and craftsmanship simply take time.
As soon as your model leaves our factory or local warehouse and has been safely handed over to the courier service, we will immediately send you the tracking information via email.
On average, international shipping takes about 10 to 25 business days. Please keep in mind, however, that external factors such as customs clearance, holidays, regional weather conditions, or the workload of our logistics partners can slightly affect this timeframe.
This depends entirely on the import regulations in effect in your destination country. If local customs authorities impose import duties, taxes, or processing fees, these are paid directly by the recipient. The exact amount is determined on a case-by-case basis by the respective local customs authority.
As long as production hasn't started at the factory yet, we can often still make adjustments for you. However, once the manufacturing process has begun, changes to specific details are unfortunately no longer possible. Our tip: It's best to take your time and double-check all your options before paying.
No need to worry! With international shipments, it’s completely normal for the tracking system to pause for a few days during overseas flights, at large transshipment hubs, or during routine customs inspections. However, if the status doesn’t change for an unusually long time, just let us know—we’ll follow up with our logistics partner on your behalf right away.
We're always here for you (Support & Contact)
Do you have any questions, or do you need help with the ordering process? Please don't hesitate to contact us. Our team will be happy to assist you discreetly.
- Before Purchasing (Advice & General Questions):
info@lovepuppen.com - After Purchase (Order Status, Shipping & After-Sales):
info@lovepuppen.com
So we can help you right away: When sending an email inquiry, please have your order number, SKU, or direct product link ready, if possible. This will allow us to locate your request in our system immediately.
Thank you very much for choosing LOVEPUPPEN.
Our top priority is to provide you with a completely transparent, reliable, and 100 % discreet shopping experience—from your first click in our store to the moment you safely receive your package.
