FAQ ABOUT POINT OF CONTACT
You Asked, We Answered
WHO DO I CONTACT REGARDING MY ORDER?
All order inquiries should be made to: thedollhousesupply@gmail.com for fastest response time
Direct Messages will have a slower response rate due to high volume of DMs
HOW SOON WILL I GET A RESPONSE?
Email response time is 24-48 business hours. (this excludes weekends)
IS THERE A NUMBER I CAN CONTACT?
At this time, we do not have a phone line you may contact. The best way to reach us is via email.
FAQ ABOUT CANCELLATIONS, REFUNDS & PAYMENT OPTIONS
HOW DO I CANCEL MY ORDER?
We do not issue any order cancellations.
HOW DO I GET A REFUND?
No refunds or exchanges are issued.
WHAT ARE THE PAYMENT OPTIONS?
We accept debit or credit cards from Mastercard, Visa, Discover and American Express (US only).
FAQ ABOUT SHIPPING
You Asked, We Answered
DO YOU SHIP INTERNATIONALLY?
No, currently we only ship domestically in the United States.
WILL I RECEIVE A PREPAID SHIPPING LABEL?
Yes, Prepaid labels will be provided for damaged items and or incorrect items received.
I RECEIVED THE WRONG ITEM AND NEED TO SEND IT BACK, AM I STILL RESPONSIBLE FOR RETURN SHIPPING?
No, if the mistake was made on our part, we will cover the shipping costs for the return.
FAQ ABOUT SHIPPING DETAILS
FAQ about shipping Continued
WHAT SHOULD I INCLUDE IN THE PACKAGE?
Please include the name and order number associated with the order as well as any special notes.
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
After receiving your tracking number, most domestic orders take anywhere from 3-5 business days to arrive depending on the efficiency of your local postal service.
​
Please allow a 2-4 business days processing time added to each order before it is shipped out. Processing days can be calculated from the day you receive your confirmation number. Please note, we are not responsible for any lost or stolen packages! If you believe your package may have been lost or stolen, please contact your local post office for further investigation.
MY PACKAGE SHOWS IT WAS DELIVERED BUT I DID NOT RECEIVE IT. WHAT NOW?
Double check to make sure your address was entered correctly. Check with your neighbors or anyone in your household who may have received your package. Finally, if all else fails, contact your local post office for further investigation. However, once a package is marked as Delivered it is out of our hands.
FAQ ABOUT TRACKING A SHIPMENT
FAQ about shipping Continued
WHERE CAN I FIND MY TRACKING NUMBER?
Tracking numbers are sent via email. If you do not see it, you may need to check your spam folder and double check to see you entered your email correctly at checkout.
MY PACKAGE WAS RETURNED, WHAT DO I DO NOW?
If your package was returned to our address, it may be due to one of the following reasons: Invalid or incomplete shipping address. You will receive an email from us letting you know that your package was returned to us. Customers receive a one time complimentary re-shipment free of charge. Any future orders with incorrect address will be charged the original label cost.
​
Please note, we do not have control over the Postal Office returning packages. We are not responsible for any "lost" or "stolen" packages through the post office.