Support


Please refer to our Frequently Asked Questions (FAQ) below for answers to many of your questions. All Customer Support requests or inquiries will be responded to within 24 hours.

Customer Service: For fastest service, please email us at support@starpathdolls.com

To leave a telephone message, call 703-535-5533.

Frequently Asked Questions


Ordering

- Do you offer gift-wrap?
- Gift Certificates
- When will my credit card be charged?
- Is it safe to use my credit card on this site?

Book Personalization

- What if the information I entered turns out to be incorrect or misspelled?
- What if a child’s answer is longer than the maximum number of letters allowed in the book?

Shipping

- What are the shipping costs?
- How long will my purchase take to arrive?
- Do you ship internationally?
- What if my product is damaged during shipping?
- Do you ship to P.O. Box addresses?

Returns

All merchandise except personalized books is returnable to Starpath Dolls for an exchange, credit or refund.

Unfortunately, we cannot accept returns of the personalized books. Each book we produce is uniquely tailored for the person who has provided the information. We recommend that you carefully check your child’s information that has been entered before you submit it to be used in the personalized story.

If your purchase was made from the Starpath Dolls website, please send us a message explaining what you would like to return along with the order number or packing slip. We will refund or credit you $75.00 for the price of the doll, but cannot refund the included personalized book ($10.00). All clothing and accessories are returnable. Your message should be sent to support@starpathdolls.com.

If your purchase was made at a retail store, please return it to the store with a copy of your receipt.

Shipping and processing fees are non-refundable.

Ordering


Do you offer gift-wrap?

We do not offer gift-wrap, but our dolls, clothing and plush animals will arrive in beautifully designed packaging.

Gift Certificates

The Starpath Dolls gift certificate is purchased on our website and costs $86.00 This cost pays for the price of the doll and personalized book, as well as the shipping and handling to deliver it to the recipient. A gift certificate enables the recipient to choose a doll and book on the website and personalize the story. A gift certificate will be delivered to the recipient’s e-mail address that you specify during purchase. It will arrive within 24 hours of its purchase, and will contain a redemption code the recipient can use to purchase their doll and book on the website when they please.

If you wish to view the gift certificate first or do not have the recipient’s email address, you may also specify that you would like it sent to your own email address. You can print it out and deliver it in paper form as well.

When will my credit card be charged?

We will charge your credit card within 24 hours of placing your order. For this reason, you may see the charge on your credit card before your order is delivered.

Is it safe to use my credit card on this site?

As soon as your charge is processed, your credit card and order information is encrypted. Security is a big priority and we work with established merchant teller companies to ensure your transaction is secure.

Book Personalization


What if the information I entered turns out to be incorrect or misspelled?

Please carefully check the information that your child has entered before submitting it into the website. Once we receive the order, we create a personalized chapter book using your unique combination of information. Unfortunately we cannot provide a refund for personalized books.

What if a child’s answer is longer than the maximum number of letters allowed in the book?

We have tried our best to calculate an appropriate number of characters for each answer, but occasionally there still may be an answer that is longer than the website permits. The reason for this limit is to ensure words fit properly on the page. If the word exceeds the limit, an abbreviation will be necessary.

Shipping


What are the shipping costs?

The cost for shipping is determined by an algorithm that takes into account the weight and size of your package as well as the destination ZIP code.

How long will my purchase take to arrive?

We offer 2 levels of shipping service: standard and express. With standard shipping, most orders are delivered between 7 to 10 business days. Orders without a personalized book will arrive between 3 to 5 business days. With express delivery (available for all products including personalized items), your order will arrive between 5 and 7 business days. Without a personalized book, your express order will arrive between 2 and 3 business days.

We will do our best to deliver your product in the time frame you have chosen during checkout, but we have no control, nor can we accept responsibility for any delays caused by the designated shipper.

Packages that are returned to us due to a wrong shipping address or because the recipient was not available to take delivery for over 2 weeks, will be charged our standard shipping fees for re-delivery.

When your package ships, a tracking number will be e-mailed to you containing your order and tracking information.

Do you ship internationally?

We only ship internationally to Canada. Please contact support@starpathdolls.com for specific information on the shipment costs for your order. Items are shipped via FedEx International Economy and take approximately two business days from the date we ship to reach your door. The shipping cost is based on what is ordered and the actual weight and dimensions of the package that is shipped. Duties and taxes will be included in the price when you place your order with Starpath Dolls. Tracking is available.

What if my product is damaged during shipping?

If anything you ordered is damaged during shipping, please
e-mail us at contact@starpath.com and we will replace your product with no additional charge.

Do you ship to P.O. Box addresses?

Using standard delivery, we ship to P.O. Boxes and APO addresses. However, we do not ship to P.O. Boxes or APO addresses for Air deliveries.