First Time Buyers Guide

Hey there – Danny here.
If you’re thinking about investing in a Smart Doll, this guide is for you. It covers what to expect, how to choose your first doll, what’s included, how orders are processed, and situations where an order might be canceled (gulp).

But before we dive in…

At Smart Doll, we put a lot of thought and care into everything we create. We understand that purchasing one of our products is a meaningful decision, and we respect that you’re taking the time to learn more before committing.

Since all sales are final, we kindly ask that you make sure our products and values align with your expectations before placing an order. We’ve done our best to provide all the information you need so there are no surprises down the road.
The Before You Buy Guides live here.

Picking your first Smart Doll is pretty straightforward—head to the Smart Doll category page and choose the one that speaks to you. Folks usually decide based on the character’s look, name, or backstory.

If you’re unsure where to begin, Mirai is a great starting point. She’s the reason Smart Doll exists today and continues to inspire our journey more than a decade later.

On the product detail page, select the “Fully Assembled” option (we currently offer one body type). You’ll also find options for bust sizes, hand packs, stands, and apparel.

That said, you don’t need anything extra to get started. Every Smart Doll includes a painted face, sports bra and undies, a telescopic stand, and a wig (which you’ll attach yourself). They’re ready to go right out of the box.

Option Parts like busts and extra hands offer more customization and play value, but they’re not necessary to enjoy your Smart Doll from day one.

Smart Dolls are designed to stand on flat, even surfaces without assistance. In situations where the surface is uneven or there’s a breeze, the included support stand adds a third point of contact for extra stability. Tilting the doll’s toes slightly downwards while using the stand creates a sturdy, tripod-like effect. A spare stand isn’t necessary unless you’re concerned about losing the original.

Smart Dolls will look great at home on your desk or beside your bed in their undies, but they will probably get a cold or embarrassed if they venture outside without additional apparel. You’re not limited to our official apparel, either. There’s a thriving community of independent creators making outfits for Smart Doll, and we also provide free sewing patterns if you’d like to make your own or support third-party designers.

We offer a variety of skin tones and body shapes at Smart Doll Land, so it’s important to choose option parts and apparel that are compatible with the Smart Doll you’re purchasing. For example, our dolls come in different body types such as Classic and Pear, and not all accessories or clothing fit both. Compatibility information is clearly listed in the bullet points on each product page, so please check carefully before adding items to your cart.

We don’t want anyone to feel pressured into making a purchase. In fact, most product pages link to articles that are meant to talk you out of buying—because we want to make sure this is truly the right fit for you.

When adding a Smart Doll to your cart, you’ll be asked a few questions. These are designed to confirm that your expectations align with what we actually offer. If you answer incorrectly, the system won’t let you proceed—this usually indicates a mismatch in understanding. It’s not a test, but rather a checkpoint to help avoid disappointment later.

Reading the “Before You Buy” articles ahead of time can go a long way in making sure everything lines up. We believe that a well-informed decision is the best kind—for both of us.

We accept credit cards and PayPal only. We don’t offer layaway plans, but some of our licensed retailers might—feel free to check with them directly (listed further below).

Please double-check your shipping address before completing your order. Many delivery issues stem from simple typos, outdated autofill data, or missing details.

Also, avoid using email addresses from Hotmail, Yahoo, Comcast, or AOL if possible, as they tend to block or bounce our messages. If we can’t reach you to confirm important details, your order may be canceled.

Our couriers—DHL and FedEx—cannot deliver to PO Boxes. If you enter a PO Box address, we’ll reach out to request an alternative. The same goes for military bases; we recommend using a residential address to ensure successful delivery.

Unlike large platforms that ship immediately with little human interaction, our process is more hands-on. Each order is reviewed by a real person, and we often follow up with a confirmation email to verify a few key details.

This includes confirming your shipping address, checking that you’re aware of the handmade nature of our products, and—if you’re outside the US—making sure you’re okay with any import duties your country may charge.

This process has helped catch everything from autocorrect mistakes to fraud attempts. It also gives customers a moment to reflect before committing—especially if they’re not comfortable with potential import fees or the artisanal nature of our work.

We rely on Shopify’s fraud detection tools to flag risky transactions, but we’re not given the reasons behind those flags. Rather than capture payment immediately, we wait until we’ve confirmed the order details—this protects you from surprise charges and helps us avoid non-refundable transaction fees.

If we don’t hear back after sending a confirmation email, we follow up once. If there’s still no response, the order is cancelled and the payment is voided. We don’t capture payment upfront for new customers to protect both parties.

Orders may also be canceled in the following situations:
* The customer is abusive toward our team
* Requesting a discount
* Asking us to under-declare the value of the order
* Requesting urgent or date-specific delivery
* Asking for free items (medical supplies or Rings of Shame are okay, though)
* Asking who shot first—Han or Greedo

We don’t own DHL or FedEx (yet), and we can’t control customs delays, birthdays, or galactic disputes. If your order depends on any of the above, it’s probably not the right time to place it.

(And for the record, we think it was Greedo according to the Special Editions.)

If you’re in the US or EU, you can also purchase from licensed retailers like Fabric Friends (US) and Anime Sugoi (EU). Please note that they may offer different services, so check with them directly regarding payment plans or local shipping options.

Our Tokyo studio is no longer a walk-in shop, as it’s now dedicated to development and shipping. That said, if you’re in the area and our schedules align, feel free to contact us about picking up in person.

We do not offer warranty or support for purchases made through unofficial resellers, including those on eBay, as we can’t verify the condition or authenticity of those items. While buying second-hand can be a great option, we strongly recommend exercising caution. Always try to confirm the seller’s credibility and the item’s authenticity before proceeding.

Also, beware of scam websites pretending to sell Smart Dolls. If something looks too good to be true, it probably is.

Shipping costs depend on your location and the items in your cart. The best way to get an accurate quote is to proceed to checkout and enter your shipping details.

For general reference, you can check out our Shipping Fee Guide here:
Shipping Fee Guide

Orders ship after 15 business days (not including weekends or holidays). Delivery may take up to an additional 15 days depending on your region and the courier’s schedule.

We ship via DHL or FedEx, and the courier is selected based on your location, package size, and delivery timelines. While you can’t choose a courier during checkout, feel free to contact us if you’ve had issues with a specific service in the past—we’ll do our best to accommodate.

We don’t offer an expedited shipping option, as our stealth jets are still undergoing testing. That said, we already use the fastest available services offered by our couriers to ensure timely delivery.

We understand that many Smart Dolls are gifts, and discreet packaging is sometimes requested. However, the only box that offers adequate protection is a double-corrugated shipping box with our branding.

We can cover the logos with tape if you’d like, but this may make the package look suspicious and increase the chance of customs inspection. At this time, we do not offer unbranded packaging with equivalent protection.