Waiting for your new companion to arrive can be exciting, but it can also be stressful if your tracking number isn’t updating. If you are looking at a static tracking page, don't worry! This is completely normal.

Because our premium dolls are customized and shipped factory-direct, the international shipping journey has a few unique steps. Here is exactly how the process works and what you can expect.

The Shipping Process Explained

Since our customized dolls are shipped from China, they don’t go directly with FedEx or UPS right away. Instead, they first travel with a local Chinese courier (often China Post) before reaching the final courier that delivers to your door.

What Happens to Your Tracking Number?

1. Tracking is created: When your package is sent, we generate the final shipping label for the domestic courier (FedEx, UPS, or local post) that will deliver to your doorstep.
   
   
2. Package in Transit (The "Dark" Phase): The doll is first moved via specialized logistics networks and international freight. During this time, the final courier does not physically have the box yet, so their website will simply display "Label Created" or "Shipment Info Received".
   
   
3. Customs clearance: Once the package arrives in your country and clears customs, UPS or FedEx takes over. 
   
   
4. Tracking updates: Once customs clears the shipment, FedEx, UPS, or your local carrier physically scans the box into their system. Only at this exact moment will your tracking number actively begin updating with an estimated delivery date.

💡 To avoid confusion, we don’t provide the first tracking number (from China Post, etc.)—just the final one!

Estimated Delivery Times & Active Tracking Windows 

Your tracking status will generally remain idle during the initial transit and customs phases. Please refer to our regional timelines below before worrying.

🇬🇧 Important Note for UK Free Shipping Customers

For UK Free Shipping orders, the process sometimes is slightly different:

• You receive a tracking number from the first local courier (not FedEx/UPS).
• This tracking number will update consistently only until the package reaches and clears UK customs
• Once cleared, the local courier picks it up and contacts you for delivery arrangements (which typically takes 1–2 weeks from customs clearance)
• Delivery time: Same as EU (45-50 days, max 60).

💡 If it’s been 60 days and no courier has contacted you, please reach out to us!

What to Do If Your Tracking Status is Stuck?

If your tracking hasn't changed position within the windows listed above:

• Stay Calm: Nine times out of ten, the package is safely moving across the ocean or securely waiting in a local customs queue.
  
  
• Allow Time for Customs: Customs processing times can fluctuate based on national holidays, peak shopping seasons, or port congestion.
  
  
• Reach Out to Us: If your package has officially exceeded the maximum estimated delivery window for your country, contact our support team. We have direct lines to our logistics partners and will gladly check the internal status for you.

At Doll Lovers, we are always here to make your experience smooth, discreet, and completely worry-free. If you need any assistance with your current order, drop us a message in our live chat!