Customer Service


Contact Information: If you have questions about a doll or about an order, please call Susanne at  727-916-1543. Since I run this business by myself, there might be times that I can't get to the phone. If you leave a message I will call you back. Or you can email me at I will respond in a timely manner.


There are no returns on ”made to order” or customized dolls. I purchase the supplies for them when I receive your order, and  they are dolls that were made according to your specifications  and thus cannot be returned.

If you receive a doll that has been damaged in shipment, please let me know right away.  If this was the case, simply email me a picture and return the doll the same way you received it. I cannot take back items that have been exposed to smoke or other odors while in your possession. You must let me know within 2 weeks of receiving your doll. After the return has been approved, you have one week to ship the doll back to me. I will not take back dolls that have been played with. They must be in the same condition as received

Payment: I accept Paypal and major credit cards. I will also accept Postal Money orders. Personal checks are accepted but will have to clear the bank completely, before I can send your doll.

Layaway Plans: I am happy to do a layaway on my "made to order" dolls. Dolls that are completed and "ready to ship" will be sold for complete payment only. Payments on "made to order " dolls  can be stretched out over 3 months. Shipping will have to be paid before doll can ship. Doll will be shipped when balance is  paid off completely. I do not charge service fees for doing a lay-away. However, if you change your mind, your down  payment is non refundable. any other payments you have made on your layaway can be used as store credit towards another doll  minus a $35 restocking fee. However you will need to make full payment next time, no layaway. If you are more than 2 weeks late on your payment and I don't hear from you, I consider your layaway agreement cancelled, and put the doll back on the market. Any money you paid can be applied to another purchase (minus the down payment and the restocking fee) but no refunds will be given and next purchase must be paid in full. No more layways will be accepted if you had defaulted previously.

Domestic Shipping: US Shipping includes tracking but no other services. For expedited shipping, extra insurance, or signature delivery, please email me when you place your order. Extra charges may apply.

Combined Shipping:  If you order several dolls that can be packed together, resulting in lower shipping charges, I will refund your shipping overage.

International Orders: I ship overseas regularly and welcome international orders. I do not collect for your taxes or custom fees. Any charges that your country may charge through customs will be your own responsibility. I have to label the customs form honestly as merchandise, and declare the value (purchase price without shipping). I cannot guarantee a delivery time, and the USPS often only provides tracking information until the package leaves the U.S.A. I cannot be responsible for merchandise after it leaves Kinderland. If you would like to pay extra for Express Mail, this will have tracking all the way til delivery.

Military Discounts: Veterans can email a copy of their military ID. The doll has to be ordered in their name and directly from Kinderland Dolls, not ebay or etsy. They get a $10 rebate on a doll $194 and up,  after they place their order once the ID has been matched to the order. Copy of ID must be received within 24 hours of placing the order. 

Progress Pictures on made to order dolls:   I do not take progress pictures. I normally work on about 7 or more dolls at a time. If I stopped the process for progress pictures, it would unnecessarily delay my getting your dolls to you in a timely manner. In addition, I have found that pictures of halfway done babies without eyes, shiny vinyl, etc does very little to endear the buyer to her reborn. Much nicer to discover her new baby nicely wrapped, dressed in a cute outfit ,etc. When changes are made because the buyer requested the doll with features that I don’t have pictured in my inventory photos, I usually send a pic before packing the doll up. Other than that, no pictures will be sent. I make enough of these dolls that you can expect your doll to look like the picture of the same doll I’ve made previously. 

Kinderland Dolls
10100 Shooting Star Ct New Port Richey, FL 34655 US
Phone: 727-916-1543