Refund policy

Enjoy a perfect after-sales policy!

Customer Support Team：support@acmejoy.com
Handling Time: Reply within 24 hours on weekdays, and reschedule to the next business day on weekends or holidays.

Tips Before Buying:

At Acmejoy, we want you to have the best shopping experience possible. To help you make an informed decision, we provide detailed product descriptions, measurements, and photos (or video). Please read the product descriptions and specifications carefully before making a purchase, and please contact us at support@acmejoy.com for more information about any product.

 

1. What is your return policy?

(1) Due to the intimate nature of the items we sell, we only accept returns that are unopened and have intact packaging and tags. This is because we need to ensure that each product is brand new. This is for the health, safety and peace of mind of our customers.

(2) Once the package is opened, the products are considered used, and therefore cannot be returned unless defective.

(3) If you plan to return a product, please show us the pictures of the unopened package within 180 days of purchase by email. After we confirm the status of the package, we will provide you with a return address. Return shipping is at your own expense.

(4) Please allow up to 3-4 weeks for us to receive and process your return. If you have a question at any time regarding the status of your return, you can request an update at support@acmejoy.com.

(5) No processing fee for order cost less than $500. 

For return of all products in the order (unopened package): refund does not include shipping fee

Note:  If the order value is over $500, generally speaking, it is a full-size doll, pls refer to point 6. After-Sales Policy for Life-sized dolls.

Other situation, please contact us at support@acmejoy.com

(6) The above applies to, but is not limited to, the following scenarios:

  • Duplicate orders due to operator error.
  • Return due to change of mind.
  • Return due to purchase of the wrong product.
  • Return because you don't need it anymore.
  • Return due to the price.

 

2. What if an item is defective?

If an item is found to be defective within 180 days of purchase, please contact us with the following information:
(1) Order number, SKU of the defective item, brief description of the problem;
(2) Pictures or a video of the PRODUCT to illustrate the problem;
After confirming the problem, we will replace it with the same item or another product with a similar price.

Before reporting the problem, please confirm the following information:
(1) Before you test the product, is it be fully charged？Have you long press the power button about 3-5 seconds to turn on the product?
(2) For the dildo and vibrator, have you turned on the product before using the remote control to control it? Did you check the battery of the remote control?
(3) Did you check the instruction manual of the product?
(4) All products on our website must not be used while the product is charging.

 

3. What if the package is lost or returned?

(1) If the parcel delivered to the destination address successfully, but you did not receive it, there is no refund will be provided.
(2) If the parcel lost in transit, we will resend with the same item.
(3) If the parcel delivered to a difference address, we will resend with the same item.
(4) If a parcel returned because of the problem of the address or because the customer did not pick up the parcel in time, we will resend with the same item and $7 for the shipping cost will be charged.
(5) Returned due to force majeure factors, such as: customs return, post office return without reason, we will resend with the same item.
All the details, please send the messages to our customer service department for confirmation within 30 days of purchase.

4. What if I want to cancel my order?

(1) To cancel your order, please contact support@acmejoy.com within 24 hours of your purchase for a free cancellation.
(2) In most cases, your order will be processed and shipped the same day. Therefore, there is almost no way to cancel an order once it has been submitted.
(3) If the order could not be canceled and you really do not need it anymore, please try to decline the package. If you are unable to decline the package, please follow the return policy.
(4) After we refund you, it will take 3-7 business days to receive your refund, depending on your bank's transfer process.

 

5. What if I receive the wrong product?

If you believe we have shipped the wrong item, please contact us with the following information within 180 days of purchase:

(1) Pictures of the shipping label (the label is on the package)
(2) Pictures showing the SKU on the product's plastic wrap bag
(3) Pictures of the entire package and the product


6. After-Sales Policy for Life-sized dolls

(1) What if I want to return my item or cancel my order?

  • Due to the intimate nature of the products we sell, we only accept returns on items that are unopened and in their original, sealed packaging with all labels intact. This policy ensures that each product is brand new for health, safety, and hygiene reasons.
  • Once the packaging is opened, the item is considered used and cannot be returned unless it is defective.
  • Customers are responsible for both the original shipping cost (please contact customer support for the amount) and return shipping cost. A 20% restocking fee will also be deducted from the total order amount.
  • Pls contact us within 7 days of receiving the package to initiate a return. Returns will not be accepted after this period.

 

(2) What if the item or packaging is damaged?

  • If the outer packaging appears significantly damaged, please record a video of the unboxing process. If you discover any product damage upon opening, contact customer support within 7 days of delivery.


Please provide:

  • Photos of the outer packaging
  • An unboxing video
  • Photos showing the product damage
  • Once we verify the issue, we will provide an appropriate resolution.

(3) Regarding product quality and return-related matters:

  • For TPE dolls, facial makeup is manually applied. This is not considered a quality issue.
  • Doll skeletons should not be forcefully bent. They are designed only to perform movements possible for a real human. Please refer to the user manual for proper handling.
  • Product quality issues should be reported to customer support within 7 days of receipt. Issues reported after this period will not be accepted.
  • Unauthorized returns will not be accepted under any circumstances. You must contact customer support to confirm whether a return is permitted and to obtain the correct return address. Refunds will not be issued for unauthorized returns.