Frequently Asked Questions

1. Can an order be changed or canceled after it is placed?

If you need to change or cancel your order, please contact our customer support team as soon as possible. We will do our best to assist you before the order is processed and shipped.

Email: hipgaga.service@hotmail.com

2. How can an order be tracked?

After your order is shipped, we will send you a tracking number via email. You can use this tracking information to check your delivery status and follow your package journey.

3. How to choose the right product?

Each HIPGAGA product page includes detailed information such as size, weight, dimensions, material, and features to help you make the right choice. We recommend reviewing the product specifications carefully before placing your order.

If you need help choosing the right product, please feel free to contact our professional customer service team. We will provide personalized recommendations based on your preferences and needs.
Email: hipgaga.service@hotmail.com

4. Is discreet shipping available?

Yes. All HIPGAGA orders are shipped in plain, discreet packaging with no product name or details shown on the outer box to protect your privacy.

1. How long does delivery take?

Orders are typically processed within 1–2 business days after payment confirmation. Delivery usually takes 3–5 business days in the U.S. and 3–7 business days in Canada, depending on inventory availability and your delivery location.

2. Are all orders shipped discreetly?

Yes. All HIPGAGA orders are shipped in plain, discreet packaging with no product information or branding displayed on the outside.

3. Is free shipping available?

Yes. Free shipping is available for most standard delivery areas in the United States and Canada. Certain remote areas and island destinations may not be eligible.

4. Where are orders shipped from?

Orders are shipped from the most suitable local warehouse in the U.S. or Canada based on product availability and inventory levels.

5. What happens if a package is delayed?

Delivery may occasionally be affected by extreme weather, customs delays, transportation issues, strikes, or other unexpected circumstances.

1. How should a doll be prepared before first use?

Before use, clean the internal channels with warm water, gently dry the surface, and apply a suitable amount of lubricant for a smoother experience.

2. How should a doll be cleaned after use?

Rinse the internal areas with warm water and mild soap, then use a drying stick to remove moisture. Keep the doll completely dry before storage.

3. Can a doll be warmed before use?

Yes. Use a compatible heating rod and keep the temperature below 40°C / 104°F. Avoid overheating to protect the TPE material.

4. How should a doll be stored?

Store your doll in a cool, dry, and dark place. Use the included storage bag or box to protect it from dust, moisture, and direct sunlight.

5. Why can TPE feel slightly sticky or attract dust?

This is a normal characteristic of premium TPE material. Clean it with mild soap and water, dry completely, and apply renewal powder if needed.

6. How can temporary dents or marks be removed?

Temporary dents may occur after shipping or long-term compression. Gently massage the area and allow the material time to recover naturally.

7. Where can more care instructions be found?

Please check our Care & Maintenance Guide for more detailed instructions. If you still need help, contact our professional support team at hipgaga.service@hotmail.com — we are always here to assist you.

1. Can opened products be returned?

Due to hygiene and safety reasons, returns are only accepted if the product is unopened, unused, and in its original packaging. Once the sealed package has been opened, returns are not accepted unless the item arrived defective or damaged.

2. What happens if a product arrives damaged or defective?

Please contact us with your order ID and clear photos or videos of the issue. After verification, HIPGAGA will provide an appropriate solution, including a replacement or refund.

3. How long is the quality issue reporting period?

Please contact us within 90 days of delivery if you receive a defective or incorrect item. Issues caused by misuse, improper handling, or human damage are not covered.

4. Who is responsible for return shipping costs?

For approved returns, customers are responsible for the return shipping cost unless otherwise agreed as part of the solution for a verified product issue.

5. Are returns eligible for a full refund?

Orders cancelled before shipment are eligible for a full refund. Approved returns are refunded after the returned product is received and inspected. For returns not related to product defects, a 15% restocking fee may apply.

6. How can a return be requested?

Please contact our customer service team at hipgaga.service@hotmail.com before sending anything back. Returns sent without prior confirmation may not be processed or qualify for a refund.