About Tangle Joy
Who is Tangle Joy?
Tangle Joy is an international retailer based in Canada, with additional logistics support in the United States and Europe. We specialize in premium TPE and silicone dolls, offering both in-stock and customizable options to meet a wide range of preferences. Our mission is to provide a safe, reliable, and discreet shopping experience for customers
worldwide.
For more information, please visit our About Us page.
Are all products on Tangle Joy authentic?
Yes. Tangle Joy is an authorized retailer for
every brand featured on our website. We work directly with verified manufacturers to ensure all dolls are 100% authentic, factory-produced, and safely delivered to our customers.
Customer Service and Accounts
Is Tangle Joy open and operating normally?
Yes. Our online store is open 24/7, and the warehouses in Canada, the U.S., and Europe are fully operational.
How can I contact customer service?
You can reach us anytime at service@tanglejoy.com. Our dedicated team is available Monday to Friday (9:00 AM β 6:00 PM EST) and will respond within one business day.
Do I need to create an account to order?
No, you can check out as a guest. However, we recommend creating an account for easier order tracking, managing your details,
and viewing your purchase history.
How do I create or update my account?
Click the π€ Account icon at the top of our homepage. You can register using your email address and set your own password. You can edit or reset your details anytime β your information is securely stored and never shared.
Orders & Customization
Do you offer custom-made dolls?
Yes. We offer full customization for most brands β including body type, head, skin tone, eyes, hair, and more. After production,
customers receive factory confirmation photos before shipment to ensure satisfaction.
How long is the production time for custom dolls?
Production time depends on the brand and material:
- TPE dolls: 2β4 weeks
- Silicone dolls: 4β8 weeks
Once your doll is complete and confirmed, it is immediately shipped from the factory or regional warehouse.
Can I modify or cancel my order?
You may cancel or modify your order within 24 hours of purchase.
Cancellations are subject to a standard processing fee: $100 + 7% of the
total order amount.
After production begins or the order has shipped, cancellations are not possible.
Do you provide pre-shipment photos?
Yes, all custom orders include pre-shipment
photos for confirmation before dispatch.
In-stock dolls do not include pre-shipment photos since they are ready to ship.
Shipping & Delivery
Where are orders shipped from?
Orders are shipped from one of our regional warehouses located in Canada, the United States, or Europe.
For custom dolls, shipments are sent directly from the manufacturing facility to reduce wait time.
Do you ship worldwide?
Yes, we ship globally. If your country is not listed at checkout, please contact service@tanglejoy.com, and we will arrange
delivery for you.
What are your shipping times?
- In-stock dolls: Ship within 48 hours; delivery usually takes 3β10 business days.
- Custom dolls: Production + delivery takes approximately 3β8 weeks, depending on material and destination.
Average delivery estimates:
- USA & Canada: 7β12 days
- Europe & UK: 10β15 days
- Australia & New Zealand: 10β20 days
- Asia (Japan, Singapore, Taiwan): 5β10 days
Will my packaging be discreet?
Yes. All shipments are packed in plain, unbranded boxes with no product information visible on the label. Your privacy is always our top priority.
Will I receive a tracking number?
Yes. Once your order is dispatched, you will receive an email with a tracking link within 2β3 business days.
Payment & Billing
Which currencies and payment methods do you accept?
We accept multiple currencies (USD, CAD, EUR, GBP, AUD, etc.)
Payment methods include:
- Credit/Debit Cards (Visa, Mastercard, Amex)
- PayPal
- Apple Pay / Google Pay
Is my payment secure?
Yes. All transactions are SSL-encrypted. For added privacy, your billing will appear discreetly under a neutral company name.
Returns, Issues & Warranty
What if I receive a faulty item?
If your doll arrives damaged or incorrect, please contact us within 48 hours of delivery at service@tanglejoy.com.
Provide:
- Photos or an unboxing video
- Order number and issue details
Depending on the issue, we may offer:
- A replacement part,
- A new doll, or
- A repair solution.
What if my package is damaged during delivery?
If the box appears severely damaged, refuse delivery and immediately file a claim with the courier.
If already accepted, record an unboxing video and contact us within 48 hours
with photos and courier claim details.
Can I return a used doll?
No. Due to hygiene and safety reasons, used dolls cannot be returned.
We can only accept returns for unused dolls in their original packaging, under strict conditions.
Care & Maintenance
How should I clean my doll?
Use warm water and mild antibacterial soap. Avoid submerging the dollβs head or neck in water. Pat dry with a soft towel and apply renewal powder to maintain skin texture.
Visit our Care Guide page for detailed instructions.
How do I store my doll?
Store your doll upright or lying flat in a cool, dry place. Avoid sunlight and colored fabrics that may stain silicone or TPE material.
Privacy & Newsletter
Will my information be kept private?
Yes. Tangle Joy follows strict data privacy standards. Your information is never sold or shared with third parties.
Do you offer a newsletter?
Yes! Subscribe to receive product launches, sales, and community updates. You can unsubscribe anytime using the link at the bottom of our emails.