Shipping policy

Last updated: October 22, 2026

Doll outfit orders

Doll outfits are dispatched within 7 calendar days after your order is confirmed. Orders with stock ready may dispatch sooner. The following estimated transit times begin after dispatch and apply to the United States, Canada and Australia:

Economy Shipping: 6–12 calendar days after dispatch.
Standard Shipping: 5–8 calendar days after dispatch.
Express Shipping: 3–5 calendar days after dispatch.

Shipping charges for these destinations: Economy Shipping US$9.90, free on orders of US$49 or more; Standard Shipping US$39, free on orders of US$99 or more; Express Shipping US$99. Your total is shown at checkout before you pay. For other countries, email hello@sproovia.com before ordering and we will quote shipping for your address.

Add the dispatch preparation time to the transit estimate when planning your delivery. These estimates are not guaranteed arrival dates. If you need a particular arrival date, contact support@sproovia.com before ordering so we can confirm whether it is achievable.

Cotton-doll commissions

Founding client prices, for commissions quoted by December 31, 2026, start from US$129 for an approximately 10 cm doll, US$199 for an approximately 20 cm doll and US$349 for an approximately 40 cm doll; regular prices from January 1, 2027 start from US$159, US$249 and US$429. Each includes Standard Shipping to the United States, Canada or Australia. Every commission ships by air; we do not use sea freight. We can ship to most other countries; shipping there is quoted separately and confirmed before payment. We confirm your character details, agreed scope, delivery destination and total before payment. No retail outfit free-shipping threshold applies. We confirm destination eligibility, the shipping method, tax coverage and any separately agreed upgrade before payment. If the standard route cannot serve your address, we can check alternatives such as DHL or UPS; acceptance and any extra charge must be confirmed before payment. If no suitable service is available, we cannot accept the order for that address.

Doll artwork: the first draft usually within 2 days and no later than 3 calendar days, counted from the day after your design deposit is received, the required references are complete and the brief is agreed.
Embroidery layout: the first draft usually within 1 day and no later than 7 calendar days, counted from the day after final doll-artwork approval and payment of the balance.
Physical production: usually about a week and no more than 30 calendar days, counted from the day after you approve both final designs and explicitly authorise production.

Time awaiting your references or approvals is separate from the work periods above. When approvals come back promptly, most commissions arrive within 3–6 weeks, and normally within 8 weeks at most, including air shipping. Any scope change affecting the schedule is discussed and a revised date agreed with you. We confirm the project schedule and latest dispatch date in writing before you pay the balance. These stages do not include shipping time, which starts when the parcel is handed to the carrier; air shipping usually takes 6–12 business days.

If you need your doll by a particular date, tell us before you pay the balance and we will confirm in writing whether it is achievable. We provide pre-dispatch photos and video of your finished doll, and send the tracking number after dispatch. Tracking updates depend on the carrier.

Duties and import taxes

Duty-paid delivery is available only for orders where we can confirm this service for the destination and shipping method. Where duty-paid delivery is expressly confirmed at checkout or in your agreed quote, SPROOVIA covers the applicable import duties and taxes covered by that confirmation.

Where duty-paid delivery is unavailable, we will clearly tell you before payment whether import duties, import taxes or carrier customs-clearance fees are payable by you. Any amounts already collected at checkout must not be paid twice. Contact us at support@sproovia.com if you receive an unexpected payment request.

If we discover after payment that we cannot fulfil the duty-paid terms already agreed, we will contact you before dispatch to agree an alternative or offer cancellation and a refund. We will not impose additional charges without your express agreement. This policy does not reduce any rights or commitments attached to an existing order.

Dispatch delays and missing parcels

If we cannot dispatch within the time agreed, we will contact you with an updated estimate and give you the choice of accepting the revised timing or cancelling for a full refund. Any earlier or additional remedy required by applicable law remains available.

When you continue a delayed commission

If a delay caused by SPROOVIA takes your commission more than 7 calendar days beyond its written latest dispatch date and you choose to continue, you may choose one of the following additional remedies:

A refund of 20% of the commission package amount you actually paid; or
One additional everyday outfit in your doll’s size, chosen with you, with its shipping paid by SPROOVIA.

This choice is available once per commission order; the options do not stack. It does not replace your option to cancel for a full refund when we cannot dispatch as agreed, or any other remedy you are entitled to. Customer waiting time and mutually agreed scope changes use the revised date confirmed with you. We will tell you about a foreseeable delay as soon as possible.

Carrier transit delays do not automatically qualify for this production-delay compensation. We follow up with the carrier and keep you informed; the missing-parcel and refund commitments below still apply.

Missing parcels

If a parcel appears to be missing, we will coordinate the investigation with the carrier and keep you informed. Carrier investigations normally take around one working week. This estimate does not extend mandatory refund or other remedy deadlines. If your order is confirmed lost in transit, we will refund the lost goods and the delivery charges attributable to them; if the whole order is lost, we will refund the order in full. You do not need to pursue the carrier yourself, and your refund will not depend on us first receiving compensation from the carrier.

Delivery help

For questions about dispatch, a shipment or a missing parcel, contact support@sproovia.com with your order number and a short description. For an existing custom project, you can also use the contact channel we already use together.

If an item arrives damaged, is incorrect or has another problem, see our refund policy for help. You can also visit Shipping & Returns for a quick overview.