Hey there! Danny here. Looks like you’ve got some questions—let’s get you sorted.
I Have Newbie Questions!
If you’re new to Smart Doll, a great place to start is the First-Time Buyers Guide. It covers most of the common questions we get from new folks and will help you understand what to expect before placing your first order.
I Have Non Newbie Questions!
The Knowledge Base is updated regularly—especially when we release new products or come across questions or issues that we think would be helpful for everyone to know. If we’ve encountered something once, chances are others might too, so we do our best to keep the information clear, relevant, and up to date.
Something Broke!
No need to panic—we’re here to help get your Smart Doll back on her feet.
A broken doll brings bad karma, so we aim to resolve issues as quickly as possible. To help us do that, please avoid sending a message like “The arm broke – please help.” Instead, include clear photos of the damage along with a brief explanation of how it happened.
Our warranty covers most limb-related injuries within the first year—even if the damage occurred after unboxing. So there’s no need to frame it as a shipping issue to receive support. That said, if the damage did occur during transit, we’ll need to report it to the courier and investigate.
Providing accurate details helps us determine the best way to assist you and often leads to a faster resolution.
When Will You Restock or Release [Insert Name Here]?
We get this question a lot—and we totally understand the excitement.
In the past, we did our best to respond. But over time, we started receiving less-than-kind replies when the answer wasn’t what folks hoped for—things like “thanks for nothing” or “why reply if I can’t buy it?”
So nowadays, we don’t respond to restock inquiries. It’s not personal—we simply want to spend our time helping in ways that make a difference.
Need to Contact Us?
You can reach us at support@smartdoll.jp. Despite the name, this address isn’t just for customer support—you’re also welcome to use it for press inquiries, interview requests, or other media-related questions.
We usually respond during Japanese business hours: Tuesday to Saturday, 9:00 AM to 5:00 PM (excluding Japanese public holidays).
Please note that if you’re using Hotmail, Yahoo, Comcast, or AOL, our replies may be blocked or sent to spam. If you don’t hear back from us, be sure to check your spam folder—or consider using a different email address so we can stay in touch.
