Our Policy
Welcome to Yotasy's Policy Hub!
Here, you'll find quick answers to common questions about our store policies, including shipping, returns, and more.
We've compiled essential information to make your shopping experience smooth and enjoyable. If you can't find what you're looking for, don't hesitate to reach out to our customer service team info@yotasy.com.
Website yotasy.com is operated by ACGLUCKY LTD.
About Shipping
Can I change my shipping address after placing an order?
No, once an order is confirmed for shipment, the address cannot be changed. Please double-check your shipping address carefully when placing your order.
Help! I can't find my country/region in the shipping options! (QAQ)
We’re really sorry about that! We know how frustrating it is when you find the perfect merch but can't get it shipped to your location.
The setup process for each new region is incredibly complex (it's like a high-difficulty boss raid!), which is why we haven't unlocked all locations yet. Please know this is only temporary!
Please send an email to info@yotasy.com letting us know your region. Our team monitors this inbox closely, and you will receive a prompt reply.
Your inquiry directly helps us prioritize our expansion, and after you contact us, we will be able to give you a quick answer about our plans for your location!
We truly appreciate your patience and support!
What if my package can't be delivered because I provided an incorrect address?
Unfortunately, Yotasy cannot be held responsible or provide compensation for delivery failures due to incorrect addresses. If the package is returned to us for this reason, re-shipping may incur additional charges.
How long will it take to receive my order?
Your total delivery time is calculated as Order Processing Time + International Shipping Time.
How long is the order processing time?
For in-stock items, it typically takes 3-5 business days to prepare and package your order, though it might extend up to 7 business days. For pre-order items, it depends on the manufacturer's schedule and will be noted on the product page.
What about shipping and delivery?
- We are happy to deliver our cotton dolls to your home! We carefully pack each doll to ensure it arrives safely.
- We usually process orders within 7-14 business days for oversea shipping. Delivery times will vary depending on your location, but we always aim for prompt delivery.
- You will receive a tracking number once your doll is on its journey to you. We are doing our best to send your doll quickly!
Why might shipping times be longer sometimes?
Shipping times are estimates and can vary due to factors beyond our control, like international logistics, airline capacity, and customs clearance, which may cause delays.
What if my tracking information hasn't updated for a long time?
Please contact our customer service team promptly at info@yotasy.com, and we'll help you investigate.
What about customs duties and VAT?
- These charges, if any, are the responsibility of the customer upon delivery.
- For our friends in the United States, please be aware that depending on trade policies, there might be additional tariffs sometimes referred to as "Trump Taxes" or similar duties that could apply to your order.
- We recommend checking with your local customs office for more information on potential charges before placing your order.
About Refund
How long do I have to return an item?
You have 14 days from the day you receive your item to request a return.
What condition does the item need to be in for a return?
It must be unused, unworn, with all original tags attached, and in its original packaging. You'll also need your proof of purchase.
How do I start a return?
Email us at info@yotasy.com to initiate a return. Please don't send items back without contacting us
What should I do if my item is damaged or incorrect?
Please inspect your order immediately upon arrival. If there's an issue, contact us at info@yotasy.com within 48 hours of delivery with photos or videos.
Can I cancel my order?
You can, but the refund amount depends on your order's status:
- 100% refund: If canceled before we prepared the item.
- Partial refund (deduct $5/item): If canceled after preparation but before warehouse arrival.
- Partial refund (deduct $10/item): If canceled after warehouse arrival but before shipping.
- No cancellation: Once an order has shipped, or for non-returnable items.
How long does it take to get my refund?
Once your return is approved, refunds are processed within 5-10 business days to your original payment method.
Are all items returnable?
No, custom products, pre-order/made-to-order items once production begins, items held in our warehouse for over 15 days, sale items, and gift cards are final sale.