Reply from BestRealDollSep 28, 2026
Hi, thank you for your feedback, and we sincerely apologize for the long wait and the difficulty you had reaching us. This is not the experience we want any customer to have.
We would like to look into your order right away. Please email us at [email protected] with your order number, and we will prioritize checking your shipment status and send you a tracking update as soon as possible.
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Updated on October 23rd，
Hi there,
First and foremost, we sincerely apologize for the delay in your order and understand your frustration. While we have explained the reasons for the delay via email, we would like to clarify a few points for the sake of transparency.
Customer Service: We have responded to your emails throughout the process. Our customer service team operates Monday through Friday, from 9:00 AM to 6:00 PM (Hong Kong Time, GMT+8), and replies to messages received over the weekend on the next business day.
Shipping and Tracking: After you approved the factory photos, we arranged for your doll to be handed over to our logistics provider. Since you selected sea freight, your order was shipped as part of a consolidated shipment. The local tracking number could only be issued once the shipment completed the necessary customs procedures and reached our U.S. warehouse. We explained this process to you and provided the vessel information and available shipping updates in the meantime.
Delivery Time: Sea freight typically takes around 35 business days, but peak-season congestion can cause unexpected delays. We regret that your shipment took longer than expected. According to our records, your doll was delivered on October 7.
Goodwill Gesture: We would still be happy to send you a complimentary gift as a gesture of goodwill and hope to have the opportunity to improve your experience with us.
Our Commitment: We have been serving customers for nearly 10 years and take pride in providing reliable products and sincere customer service. We never intentionally mislead our customers about shipping or delivery. We understand that the delay was frustrating, and we are sorry that your experience did not meet your expectations.
Thank you for your feedback. We take it seriously and will continue working to improve our communication and shipping experience.
Best regards,
Best Real Doll Team
