Shipping policy

Thank you for shopping at Lucy in the Dream (https://lucyinthedream.com). This Shipping Policy outlines the terms and conditions for processing, shipping, and delivering your orders of collectibles, including plush blind boxes, BJD dolls, PVC figures, 20 cm dolls, and anime-inspired keychains. Please review the details below to understand our shipping process.


Order Processing Time

All orders are processed at our fulfillment center within 1–3 business days from the date of purchase. Processing includes:

  • Order Verification: Confirming your payment and order details.

  • Quality Check: Inspecting items to ensure they meet our standards (e.g., verifying plush dolls are free of defects).

  • Packaging: Securely packing your items to prevent damage during transit.

During peak periods (e.g., new product launches or holiday seasons), processing may take an additional 1–2 business days due to high order volumes. If there is a significant delay, we will notify you via email with an updated timeline.

Note: Business days are Monday through Friday, excluding public holidays.


Shipping Time

Shipping time refers to the duration it takes for your order to travel from our fulfillment center to your delivery address after processing. We offer two shipping options:

  • Standard Delivery: 3–5 business days

  • Expedited Delivery: 1–3 business days

Total Estimated Delivery Time

Total delivery time combines processing and shipping times:

  • Standard Delivery: 4–8 business days

  • Expedited Delivery: 2–6 business days

These estimates apply to domestic and international shipments, but delivery times may vary based on your location, customs processing (for international orders), or unforeseen delays (e.g., weather or carrier issues).


Shipping Rates and Conditions

We strive to make shipping affordable and transparent. Below are our shipping rates and conditions for all destinations (including Australia, Canada, the United States, and the rest of the world):

  • Free Shipping:

    • Available on orders of $50.00 USD or more (before taxes).

    • Applies to Standard Delivery only.

  • Standard Delivery (for orders under $50.00 USD):

    • Cost: $5.00 USD per order.

  • Expedited Delivery (available for all orders):

    • Cost: $10.00 USD per order.

Shipping costs are calculated at checkout based on your order total and selected shipping method. All rates are in USD and non-refundable unless the order is returned due to our error (see our Return Policy).

Note: For international orders, you are responsible for any customs duties, taxes, or fees imposed by your country. These are not included in our shipping rates.


Shipment Confirmation and Order Tracking

Once your order is dispatched from our fulfillment center, you will receive a Shipment Confirmation email containing:

  • Your tracking number(s).

  • A link to track your package through the carrier’s website.

Tracking information typically becomes active within 24 hours of receiving the confirmation email. If your tracking number is not active after 24 hours or you haven’t received a confirmation email within 3 business days, please contact us at [email protected] with your order number.


Delivery Delays

While we work with reliable carriers to ensure timely delivery, occasional delays may occur due to:

  • High order volumes during peak seasons.

  • Customs processing for international shipments.

  • Weather conditions, carrier disruptions, or other unforeseen events.

If your order is significantly delayed, we will notify you via email and work with the carrier to resolve the issue. You may also contact us at [email protected] for updates.


Damaged or Lost Shipments

Lucy in the Dream is not liable for items damaged or lost during transit by the shipping carrier. However, we are committed to helping you resolve such issues:

  • Damaged Items:

    • Inspect your order upon receipt and note any damage on the delivery receipt with the carrier.

    • Contact the shipping carrier immediately to file a damage claim, retaining all packaging materials and damaged goods (e.g., a torn plush doll or cracked PVC figure).

    • Notify us at [email protected] within 14 days of receipt with photos of the damage, your order number, and details of the issue. We will assist you in coordinating with the carrier or processing a return/exchange per our Return Policy.

  • Lost Shipments:

    • If your order does not arrive within the estimated delivery time, contact us at [email protected] with your order number.

    • We will investigate with the carrier and provide updates. If the package is confirmed lost, we may offer a refund or replacement, subject to our discretion and inventory availability.

To minimize risks, we recommend using a trackable shipping service and purchasing insurance for high-value orders (e.g., BJD dolls or limited-edition figures).


International Shipping

We proudly ship worldwide. For international orders:

  • Customs Delays: Processing times vary by country and may extend delivery beyond the estimated timeframe.

  • Duties and Taxes: You are responsible for any import duties, taxes, or fees assessed by your country’s customs authority. These are not included in our product or shipping costs.

  • Address Accuracy: Ensure your shipping address is complete and correct, as we are not responsible for undeliverable packages due to incorrect addresses.

If your international order is returned to us due to failure to clear customs or an incorrect address, we will refund the purchase price (excluding shipping costs) upon receipt, subject to our Return Policy.


Contact Us

If you have any questions about our Shipping Policy, need assistance with your order, or encounter issues with delivery, please reach out to us at:

Email: [email protected]

We’re here to ensure your Lucy in the Dream collectibles arrive safely and spark joy. Thank you for choosing us!