We accept Visa, MasterCard, personal checks, and money orders. If you choose to send a check or money order, please call 336-632-4600 to place your order. Merchandise will not be held until payment arrives.Back to Top

Is my personal information safe with you?

When you place an order with us, we request you name, billing and shipping address, credit card number and expiration date, and e-mail address. We consider this information to be private, and we keep this information on a secure server to protect it from outside parties. We use this information only for the limited purposes of processing your orders, administering our site, and notifying you of special products or offers that may be of interest to you (only if you choose to be included on our mailing list). We do not share or sell your private information.Back to Top

Do you match prices of other doll shops?

We do match prices of other doll shops. We must have the name of the shop where you saw the item on sale, and we will then need to verify that the other shop does in fact have the item in stock. Some restrictions apply, contact us for details.Back to Top

Will I be charged sales tax?

You will only be charged sales tax if you buy your merchandise inside the shop or you are having it shipped anywhere in North Carolina. North Carolina sales tax varies by county and you will be charged the tax rate for your county. Out of state orders will not be charged sales tax.Back to Top

What do you mean by “billing address” versus “shipping address”?

The billing address is the address that appears on your credit card statement. The shipping address is where you would like your merchandise to be sent. We must always have the exact billing address or we cannot process your credit card. This is for the customer’s protection as well as that of The Doll Market.Back to Top

What happens if the item I order is sold out?

Items on your order that are in stock will be shipped to you. If an item on your order is sold out, you will be notified via e-mail.Back to Top

I forgot to order an item. Can I add it to an order I have already placed?

We are unable to add items to orders already placed. We process hundreds of orders weekly. Orders are immediately sent to a shipping facility to insure that you get your merchandise in a timely manner and it would be extremely difficult and time consuming to track down one order to make changes or additions. Please feel free to place another order for the forgotten items.Back to Top

Can I make changes to an order I have already placed?

We are unable to make changes to orders already placed. We process hundreds of orders weekly. Orders are immediately sent to a shipping facility to insure that you get your merchandise in a timely manner and it would be extremely difficult and time consuming to track down one order to make changes or additions.Back to Top

Why can’t I cancel a ready to ship order I placed?

As soon as your order is placed, it is sent to a shipping facility to insure that you receive your merchandise in a timely manner. We process hundreds of orders weekly and it would be extremely difficult and time consuming to track down one order. Therefore, we ask that you be certain of the merchandise you want before finalizing the order. Ready to ship orders cannot be cancelled. Any shipment that is refused is subject to a 20% restocking fee. The customer must pay shipping fees incurred.Back to Top

The doll I want was on sale yesterday, but now it’s not. Can I still get the sale price?

Here at The Doll Market, we change our sales often to insure that all our customers have a chance to take advantage of our wonderful sale and clearance prices. We run timed sales meaning that when the sale is over, that sale price is no longer available. The price of the doll on the date the order is placed is what you will be charged, whether the doll goes on special or has a price increase later.Back to Top

The doll I received went on sale soon after I ordered it. Can I be refunded the difference?

If I choose not to place my order online is there a number I can call to place a phone order?

You can always place your order with one of our friendly sales associates by calling the information line at 336-632-4600 or the order line at 1-800-432-3655. The order line is for orders only!Back to Top

Shipping & Delivery

How do you ship?

We ship daily via UPS Ground within the continental United States and Canada, and United States Postal Service to every other location in the world. UPS Overnight, 2^nd Day Air, and 3-Day select are also available within the continental United States. Please call 336-632-3655 for these special rates. Orders shipped to military bases located inside or outside of the US are shipped US Priority Mail. All merchandise is fully insured for the purchase price.Back to Top

How long will it take to get my doll?

We make every effort to ship your merchandise in a timely manner. From the day your order is processed, please allow 3-5 business days for orders to ship and 7-10 business days for UPS to deliver, depending on where your package is being shipped.Back to Top

How can I find out what day my merchandise will be delivered?

You can call us at 336-632-4600 3-5 days after your order is placed and we will give you a UPS tracking number.Back to Top

How do I use my tracking number?

Call UPS at 1-800-PICK-UPS or log on towww.ups.com, enter your tracking number and you can find out exactly where you package is and what day delivery is expected.Back to Top

Can merchandise be shipped to my PO Box?

We only use UPS and they cannot deliver to a PO Box. When ordering please include a physical shipping address for UPS delivery.Back to Top

My phone number is unlisted. Why do I have to give it to you?

There are several reasons that we request a phone number when ordering. Occasionally we need to contact a customer regarding an item on their order, credit card transaction problems, and delivery information. Also, UPS requires a telephone number on all packages being shipped, in case they have a problem locating your address, they are able to contact you immediately.Back to Top

I need my merchandise very quickly. What are my options?

UPS offers Overnight, 2^nd Day Air, and 3-Day Select. Please call for these rates prior to placing your order. These rates vary depending on the size and weight of merchandise, so please have the names of the items you are interested in purchasing ready when you call. If you request any of these shipping options, your merchandise will ship the following business day.Back to Top

Will everything on my order be delivered at the same time? In the same box?

This depends entirely on the size of your order. We try to fit as much into each box, but we must allow room for proper packaging and cushioning, to insure that your merchandise arrives to you undamaged. Each box will have its own tracking number. If there are multiple boxes on your order, they will usually be delivered at the same time.Back to Top

How are shipping charges determined?

Shipping charges are determined by the size and weight of each doll, how many items are on your order, and the location to which the order is being shipped. Please see our shipping rates chart under “shipping policy” to calculate the shipping and handling for your order. Back to Top

UPS says they have already delivered my package, but I don’t have it. What do I do now?

If you have received a tracking number from us and it indicates that your package has already been delivered and you still do not have it, call us immediately and we will file a claim with UPS. A claim takes 7-10 days to process and during that time, UPS will either track down the package or we will ship new dolls to you.Back to Top

If I order a certain amount of dolls, will I get reduced or free shipping?

We try to offer the lowest prices possible for our dolls and in order to continue with our low prices, we must charge full price for shipping.Back to Top

Will you ship via US Mail if requested?

There are some locations, although few and far between, to which UPS is unable to deliver. After verification with UPS, if we find that UPS is unable to deliver in your area, your package will be sent via US Mail. Otherwise, all packages will be shipped via UPS.Back to Top

International Ordering & Shipping

I don’t live in the U.S. How do I place an order with The Doll Market?

We accept orders from every location in the world. Just set up your account online and order. There will be two charges, one for the items you purchase and one for shipping and handling. You may also fax your order to 336-632-4466 or call 1-800-432-3655.Back to Top

How long does it take to receive international orders?

Please allow The Doll Market 3-5 business days to ship and allow 7-10 business days for delivery. All merchandise is fully insured for the purchase price. Back to Top

How are shipping charges outside the U.S. determined?

Shipping charges for international orders are determined by the size and weight of each shipment. The Doll Market charges a $10.00 handling fee in addition to any shipping charges incurred. The customer is responsible for any taxes and duty, which may be collected upon delivery.Back to Top

Duty and taxes are very high to receive merchandise in my country. Can you declare my dolls as “gift” or declare them for a lower value?

The Doll Market, like all businesses, must strictly adhere to all customs laws and regulations. All international orders will be declared as “merchandise” and will be declared for the exact amount paid to The Doll Market for merchandise. We cannot declare anything as “gift”. No exceptions!Back to Top

Layaways, Special Orders, & Pre-Orders

What is the difference between ready to ship order, pre-order, special order and layaway?

Ready to ship orders are for merchandise that is in stock and ready to be shipped out. Pre-orders include items that The Doll market has already ordered but that have not arrived yet. Special orders include merchandise that The Doll Market has not ordered, but we can order special for a customer. A layaway is for any non-sale or non-clearance merchandise that totals $100.00 or more. Please see our layaway policy for more details.Back to Top

Is layaway available for pre-order/special order items?

Layaway is available for in stock merchandise only. Pre-orders and special orders cannot be turned into layaways once the merchandise is in stock. Please see our pre-order/special order policy for more details.Back to Top

If I special order or pre-order an item, how long will it take to receive the merchandise?

When information for new items becomes available, we do our very best to give an estimated month or season. But occasionally, doll manufactures, while striving to produce the highest quality dolls available, run behind schedule. If something is a little late in coming to you, please bear with us and be patient, we are waiting, too. The finished product will be well worth the wait!Back to Top

How do I make payments on my layaway?

Layaways are set up on an auto-pay system that allows us to debit the payment from your credit card when due. Payments are debited on the 1^st or 15^th of each month, depending on what day you place your order. Back to Top

How do I cancel my pre-order, special order, or layaway?

If for any reason you feel you need to cancel your special order, pre-order, or layaway, a 20% cancellation fee will be deducted from deposits already paid and the balance of deposits paid will be issued as store credit. The Doll Market does not issue refunds. Please call 336-632-4600 if you would like to cancel a pre-order, special order, or layaway.Back to Top

I pre-ordered/special ordered an item. Will you send me a bill for the balance?

Once you place a pre-order or special order with the Doll market, a copy of your receipt will be sent to you. This statement will list the doll you ordered, the total, deposit paid, and balance due. When the item arrives at The Doll Market ready to be shipped, we automatically charge the balance due to your credit card and ship the merchandise ASAP. Due to the quantity of orders placed, we are unable to call or notify you when a doll comes in and is shipped. If you are waiting for a doll to come in, you may call 336-632-4600 for updates.Back to Top

I saw an item in stock on your website on sale. Now it is a pre-order but the price is higher. Why can’t I get the old sale price?

Occasionally, we are able to buy dolls on sale also, and when this happens we are able to offer great prices on the dolls we have purchased. If the item sells out and we choose to re-order the item, we may not be able to get the same price as before. Back to Top

I have been waiting for months for my pre-order/special order to come in. Can I cancel without a cancellation fee since it is taking so long?

When a special order or pre-order is placed with us, we do our very best to give an estimated arrival time, but this is only an estimated time, it is not set in stone. There are different things that can factor into a dolls arrival date, from production problems to running out of dress material and having to wait for more. The 20% cancellation fee does apply even if the item takes longer than expected to arrive.Back to Top

I have a pre-order for an item that now says SOE. Does this mean that I will not receive this doll?

SOE means sold out edition. If you have placed an order a doll before it becomes SOE, then that means that The Doll Market has already ordered this doll for you and there should be no problem in getting it.Back to Top

Damages & Returns

My doll arrived damaged, what do I do?

If any damages have occurred during shipping, please call us within 5 business days so we can correct the problem. We will take appropriate action to have the doll retuned to us and a new one sent or the original repaired. All damage claims must be called in within 5 business days. Do not call UPS; we will handle the return for you. You must keep the item in the original packaging. Any packages returned without a return authorization number given by The Doll market will be refused. Back to Top

My doll was damaged and I sent it back to you. How long until I get the replacement?

Once we receive the doll back, it takes a few days to complete the proper paperwork and have the replacement sent to you. Please be patient, we will get the replacement to you as soon as possible.Back to Top

I received an item that was damaged but it is now sold out. Will I get a refund or a store credit?

If you receive an item that is damaged and we cannot replace it, you will be issued a full refund or a store credit, your choice.Back to Top

For how long will my store credit be good?

All store credits issued are good for 90 days from the origination date, no exceptions. Store credit remaining after 90 days will be forfeited.Back to Top

My doll is fine but the box is damaged. Can I get another box?

We do our best to ship out perfect boxes, but due to the fragile nature of cardboard and paper boxes, we cannot guarantee undamaged boxes. We will not replace damaged boxes. Back to Top

The doll I received is missing an accessory. Will you send me the missing piece?

If your item is missing an accessory, please call within 5 business days and let us know exactly what is missing so we can take the proper steps to replace the missing piece.Back to Top

I don’t like the doll I received. How do I return it?

All returns must be called in within 5 days of receipt of merchandise. Items sent back with an authorization number given by The Doll Market will be issued a store credit good for 90 days, less shipping and handling. Barbies, sale items, and clearance items are not returnable. The returned item must be back in our office within 7 business days of the day you call in. Back to Top

This is not the doll I ordered. What do I do?

Due to the volume of orders we ship, occasionally, a customer will receive the wrong item. If this happens, please call us immediately. We will make arrangements for the doll to be returned and the correct item will be sent to you. Please call before sending anything back. Anything returned without a proper return authorization number will be refused. Back to Top

The doll I received does not look like the picture. The hair/clothes etc. are different. Why is this and can I return it?

When a new doll is released, the picture you see in magazine ads may be a “prototype.” This is the first doll they make so people can get a general idea of what the doll will look like when it is mass produced. Occasionally, the manufacturer will run into production problems, such as not being able to get more of the same wig or clothing fabric as the prototype. Doll manufacturers reserve the right to make changes when the dolls are mass-produced. The prototypes are not available for sale. If you are unsatisfied, please call within 5 days of receiving the doll. You can then send the doll back for a store credit less shipping and handling. Anything returned without a proper return authorization number will be refused.Back to Top

My friend ordered a doll from you and sent it to me as a gift, but it’s not what I wanted. Can I exchange it for something else?

Exchanges can only be made with the original receipt. There are no exchanges on Barbies, sale items, or clearance items. All valid exchanges must be called in within 5 business days.Back to Top