F.A.Qs

Q: Are the dolls Kiki & Tika shown on your YouTube channel and website for sale?
 A:Tika & Kiki are customized dolls like puppets used for our YouTube channel series. Our 1st Kool Image Dolls baby doll for play is currently being designed for manufacturing. She will be available for sale before the end of 2022. Please subscribe to our website to be one of the 1st to know when available. 

Q: When will I receive my order?  
A: Please allow 7-10 business days for your order to process. Please note that this does not include weekends. You will receive an email letting you know that your order has shipped.

Q: What is your return policy?
A: It is our hope that you are completely satisfied with your order. Please see our refund policy

Q: What do I do if I do not receive an order that has been shipped out?
A: Please contact  the mail service used for your package delivery. Once your package leaves Kool Image Dolls® facilities we are no longer liable for the package delivery.  We will ship each package with a confirmation or tracking number from the mail carrier.  Please note if your package is lost by carrier, stolen, or confirmed as delivered by the carrier we  will not be responsible for replacement of your order.  Please follow up with carrier. Kool Image Dolls® is not able to complete claim forms on your behalf. We will try to help but are not liable for packages once they are out of our facilities.

Q: Where is your company located?
A: Our company is located in Pittsburgh Pennsylvania, USA. We do also use fulfillment services on some apparel that is located outside of Pittsburgh, Pennsylvania. On some orders you may see an address outside of Pittsburgh, Pennsylvania listed as your shipped from address. 

Q: Why did I receive my products ordered separately and from two different addresses?
A: We do use a fulfillment service on some apparel items. This means that they will ship from their facilities for those products, and we will ship from our facilities for some products. As the customer you will pay one flat shipping rate regardless of where your products come from, and it is not an increased rate based on multiple facilities. 

Q: Do you have adult sizes?
A: Our clothing is available in children sizes only. We have clothing in (Baby sizes 6-12mos, 12-18mos, 18-24mos) (Toddler sizes 2T-5T) (Youth sizes Small 6/8-XL18/20)

Q: Why does my T-shirt label say made in Nicaragua or made in Honduras?
A: Our t-shirt blanks (Bella Canvas & Next Level)  that our Kool Image Dolls® designs are printed on are sourced from the US, Nicaragua, and Honduras. When design fulfilment is completed by one of our US fulfilment centers you will see on your tag less t-shirt label the country that the t-shirt blank for our designs was sourced from.