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Frequently Asked Questions
General Doll Information What is My Twinn Doll? The My Twinn doll is a special friend for your daughter, granddaughter, son or grandson. We create each doll to resemble a photo, provided by the customer, of the child between the ages of 3 and 12. As the customer, you will choose the skin color, eye color, and hair color, as well as the hair style and texture. From the photos that you provided, our Artisans will choose a face shape that matches an overall likeness of the child and then assemble each doll, complete with custom eyebrows hand-painted by our Artisans and hairstyling by our Hair-stylists. Each personalized doll is created as it is ordered.
The My Twinn head is made from high quality polyurethane petroleum based vinyl with beautiful natural skin tones. The body consists of a plastic armature covered with polyurethane foam tucked inside of soft cloth. The arms from the elbows to the fingers and the legs from the knee to the toes are created of the same high quality vinyl as the head. The hair is of the highest quality modacrylic fiber, lifelike in look and feel, and is professionally styled and cut for a beautiful likeness. My Twinn dolls are 23" tall and include 18 points of poseability.
My Twinn offers many outfits to choose from, one of which the doll will come home in to “meet” your special little girl. You can find the current meet outfits on our Custom Doll Designer in step 3 Here. The Personalized doll is priced at $129 plus shipping and any applicable taxes.
My Twinn dolls can take up to 3 weeks to create once we have received the photos and/or freckling information. My Twinn creates a likeness of your child based on the information provided by the customer when placing their order. Like a portrait, each personalized doll is an artistic likeness, not an exact replica. Changes and repairs not related to quality can be made in our Doll Hospital for a modest charge.
Changes and repairs requiring charges include, but are not limited to, hair color/style change, damage due to accidental misuse, soiling, and changes from the original profile submitted for the order. See our Doll Hospital Services section Here. for a list of services and prices.
Product Safety Your child's safety is our top priority. Our expert buyers travel the world to bring your family the best possible products. They purchase only items that meet their high standards, and require all vendors to sign a statement that all their products have been tested and meet or exceed Consumer Product Safety Commission (CPSC) requirements.
For all of the products our company manufactures, we utilize a third party independent testing laboratory that conducts CPSC tests to ensure that we produce and sell safe, high-quality products. How do I find the sizing chart for the clothing and shoes? To view the sizing chart for our matching girls' clothing, please Here.
Shoes sizes:
XS/S: 12-13
M/L: 1-2
XL/XXL: 3-4 Adopt A Friend Dolls Our Adopt-a-Friend dolls are one-of-a-kind dolls made from left-over components. They may contain components from dolls we were unable to complete or components that we were unable to use on a custom doll. They are also designed especially by our local artisans using their own creativity.
You can search through our Adopt-a-Friends by choosing the colors for the eyes, hair and skin color. Or you can look through them all to find that special friend. Adopt a Friend dolls are as pictured and may have slight imperfections such as but not limited to freckles. Returns are allowed for Adopt-a-Friend dolls within 45 days of the customer's receipt of the doll. Your item(s) must be returned in their original condition, including all packaging. Sorry, no exchanges can be made. Please keep in mind that Adopt a Friend dolls are not guaranteed to be wearing a cami and panty set nor guaranteed to be wearing shoes and socks.
Friend dolls are more than welcome in our Doll Hospital for changes. Please refer to our Doll Hospital Care Guide, found here, for current and up-to-date pricing.
Vintage Collector Doll Vintage Friends are created from components that are discontinued and no longer available for personalized dolls and are designed especially by our local artisans using their own creativity. Please be aware that Vintage Collector Dolls are not guaranteed to include a complete camisole/panty set, slippers nor socks.
Unfortunately, Vintage Friends are non returnable and non refundable, however, they are more than welcome in our Doll Hospital for changes. Please refer to our Doll Hospital Care guide here to view all up to date pricing.
Please Click Here to search through our Vintage Collector Dolls by choosing the colors for the eyes, hair and skin color. Or you can look through them all to find that special friend. My BFF Doll My BFF gives girls the opportunity to expand their customized doll collection beyond the classic My Twinn doll, providing them with one-of-a-kind loyal playmates willing to go anywhere and do anything – just like a best friend! The new My BFF website allows users to become virtual doll makers, inviting them to design their ideal playtime companion right at their own computer. With a few simple clicks, girls can create a special best friend that’s just right for them. The My BFF website allows girls to watch their doll creations come to life right before their very eyes. Each doll can be customized to include a variety of aesthetic features from skin tone and hair texture to freckles. The My BFF website offers multiple playtime opportunities:
Virtual Doll Creation
Users can create and register an unlimited number of free customized My BFF dolls online – the combinations are endless! To create a doll, girls click through a series of eight customized categories, including face shape, skin tone, eye color, makeup application, hair color, hair style, clothes and accessories. Girls can preview and edit their virtual design selections, view their doll from multiple angles and register their doll’s name and birthday. Special animated effects, such as floating grooming tools that modify a doll’s hair cut and sound effects that capture the doll’s thoughts, make the design process easy, fun and engaging for young girls.
Hand-Crafted Dolls
Parents have the option of bringing a girl’s creation to life by purchasing a physical My BFF doll for hands-on playtime at home. Each high-quality doll is hand-crafted according to the design selections chosen online. Each My BFF doll is created one-at-a-time, just like a custom work of art. Facial details such as freckles and eyebrows are hand-painted by skilled artisans. My BFF dolls are 23 inches tall and can stand on their own. Each doll features 18 joints and can sit or pose in hundreds of lifelike positions. All My BFF dolls are compatible with My Twinn clothing and accessories for optimal playtime fun. My BFF dolls retail for $149.00 each.
Dress Up E-Cards
Once a virtual My BFF doll is designed and registered, a picture of the final doll can be printed at home or posted on a free My BFF e-card to send to friends and family. Girls can chose from a variety of outfits, landscape backgrounds, printed messages, whimsical decorations and engaging sound effects while creating their customized e-cards online. Each e-card can be sent to three friends. For more information about My BFF, log onto My BFF. Requests for Blog spots/Donations With a strong internet presence, we receive a number of requests on a daily basis and unfortunately, we can not accommodate every request that we receive. Each request will be reviewed on a case by case basis. If you are chosen by our PR department they will contact you by email with the appropriate information. Please click Here to submit your request and we will be happy to forward your request to our PR department for consideration. My Twinn My World
My Twinn offers girls age 3-12 an online play destination where they can design and engage with customized dolls in a free, interactive play world at Here.
The site blends games, fashion, interior design and virtual shopping play experiences in a safe and child friendly website. (Parental consent registration is required.)
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Ordering Online and MailDoes My Twinn create My Twinn Boy Dolls? My Twinn does create Personalized Boy Dolls. Orders for boy dolls can be placed by mail by phone and online Here. If you are mailing your order in please use a catalog order form. You can choose your doll options the same way you would for a girl doll. On the back page of your order form please state somewhere that the order is for a boy. Our Artisans will then dress your doll in the boy’s baseball pajamas. Once the order form is complete please include your photos and mail to:
My Twinn Order Management
100 My Twinn Lane
Chatham, VA 24531
 What is the difference between a Regular Doll order and a Rush Doll Order? Regular My Twinn Personalized dolls are created by outside Artisans and generally take up to 3 weeks to complete and start at $129.00 before shipping costs and taxes.
Rush Personalized dolls are created in house by our local Artisans for an additional non-refundable fee of $40.00. The Personalized doll will be created within 7 business days and start at $169.00 before shipping costs and taxes. The Rush doll is not the same as Express Shipping.
Creation time frames do not start until all profile information has been received. (Profile information includes photos and or freckling.)
Once completed ship time on both the Regular Personalized doll and the Rush Personalized doll is based on the shipping method chosen by the customer. Can I order multiple My Twinn dolls on one order? Unfortunately, we do not allow multiple Custom dolls on one order. For this reason we will be happy to waive the shipping on the second custom doll order when both orders are placed together. Please call our Customer Service Department once your orders have been submitted and one of our representatives can assist you with this. Full shipping charges will be charged for the first doll order. The shipping charges on the second doll order will be waived for the doll only, a $16.95 total. Any remaining items on the second order will incur shipping charges. Contact information can be found Here.
Can I cancel or change my order once it is placed? Once an order is submitted we are unable to cancel the order, add items, or make changes. This information is provided in the review section of the online order form before the credit card is submitted for billing. The customer service representative will also advise you at the time of your order. What is a Doll Gift Package? The My Twinn Doll Gift Packages are a great way to give a My Twinn as a gift and to allow the child to have a part in creating that special friend. To view our available gift packages Click Here.
Once purchased, My Twinn will send your Personal Profile packet so that you and your child can match their eye, skin and hair color. Included is a section where you can show us just where their freckles and birthmarks are. We ask that you include one or two photographs for our Artisans to use to select a matching face shape and hairstyle. If you purchase the package option with the matching Girl's outfit we will ask for the sizing within the Personal Profile packet. When everything is completed, simply return the Personal Profile Packet with photos to:
My Twinn Order Management
100 My Twinn Lane
Chatham, VA 24531
My Twinn will take care of the rest in about 4-5 weeks. Because shipping is charged for the Personal Profile Packet there will be no additional shipping charges to receive your doll once completed. What is the Holiday Cut-Off for new orders? For all new orders all information, including photos and/or freckling information, must be received in the building by December 12.
For all RUSH orders all information, including photos and/or freckling information, must be received in the building by December 14, for you to receive your doll by December 24.
All doll hospital orders must also be received in the building by December 8 to receive by December 24.
Work on dolls will not start until all information including photos and or freckling have been received. If we do not receive the required information by these dates we can not guarantee your order by Christmas. Can My Twinn create Missing limbs or digits or special birthmarks? We believe all children are special and unique and we do our best to create a one-of-a-kind personalized doll the child and family will treasure. The My Twinn doll company does receive many requests for very special children. We have made dolls to resemble children with missing limbs and children with scars or severe birthmarks. We also receive requests from parents whose children have terminally ill diseases and want a special doll to help the child in the days ahead. Unfortunately, we are not accepting certain special requests at this time. If you would like us to make a doll for the child in your life and want to know if we can create the doll, please send a photo of the specific area (i.e. scar or missing limb), an explanation of the request, your name and daytime phone number to the address below. Your request will be reviewed and you will be notified within 3 business days of receiving the request.
My Twinn Special Requests
100 My Twinn Lane
Chatham, VA 24531 Back to Top Payment Options What Payment methods do you accept? We accept MasterCard, Visa, Discover, American Express and PayPal. We *do not* accept checks, money orders, purchase orders, COD's, CyberCash or credit cards that were issued or have billing addresses outside of the United States or the US territories to which we ship.
If you are using a Visa, America Express, or Master Card re-loadable Gift Card please call our Customer Service Department to place your order.
When will my credit card be charged? All My Twinn personalized, non personalized and accessories are billed within 1-2 business days of placing your order. Production Can My Twinn make a doll of an Adult or a Celebrity? Our doll features resemble children from the ages of 3 to 12 years old only. You can have a My Twinn Doll made of your mother, grandmother, sister or special friend when she was a little girl.
We will create a My Twinn Doll based on a photograph of the person as she looked when she was 3-12 years old. Our My Twinn artisans will select the best face shape according to the photograph that you send in. We will also professionally style the hair and at your request, we will add freckles,birthmarks and moles at no additional charge.
Please note that we are unable to create My Twinn Dolls based on celebrity photographs. Does My Twinn have Asian Face Shapes? We do currently offer a few Asian face shapes; unfortunately we cannot personalize the Asian eyes or characteristics for each individual doll. These features are based on the selected Face mold. We have attempted to create smaller almond shaped eyes in the past and have found that the smaller the eye the more issues we had with damages while inserting them. For this reason the almond shaped eyes for our Asian Face molds have to be a certain size which helps to insure the quality of the doll being created for our customers. Our artists are highly trained specialists who go through a very selective hiring process, and they will do their best to select the closest face shape we have available, based on the photograph of your child that was submitted. How long does it take? For our customized dolls, the doll will not begin production until all completed profile information is submitted. (Photos and or Freckling) After receiving all the completed information, the processing time is up to 3 weeks. Once the doll is processed, she will be shipped via the shipping method chosen on the order.
For our RUSH doll orders, the processing time is up to 7 business days after we receive all the completed information. Once the doll is processed, she will be shipped via the shipping method chosen on the order.
For Christmas delivery of your My Twinn Doll all information including photo and/or freckling be received by My Twinn no later than December 12.For Christmas delivery of your Rush My Twinn Doll all information including photo and/or freckling must be received by My Twinn no later than December 14.
The process time for accessories is 1-3 business days for Standard, Express and Premium delivery methods. What do I do if I feel my Doll is incorrect? If you feel your My Twinn Personalized doll is incorrect we ask that you send her in to our Doll Hospital with a detailed letter as to what you feel is incorrect. To view the hospital admissions Click Here.
Once received, our Doll Hospital team will review the doll based on your original order form and what you received. When the review is complete a member of the Doll Hospital Team will contact you with the findings and how we can proceed. Charges, if any, can not be determined until this review is completed. Changes and repairs requiring charges include, but are not limited to, hair color/style change, damage due to accidental misuse, soiling, and changes from the original profile submitted for the order. See our Doll Hospital Services section Here for a list of services and prices. Back to Top Photos for Personalized Products Why does My Twinn Need Photos? My Twinn requires customers to provide photos of their child from the ages of 3 to 12 for all Customized doll orders. Our Artisans use these photos to choose a face shape based on an overall appearance of the child. Photos are not used by our Artisans to choose hair color, eye color, or skin tone. These options are chosen by the customer. Due to the lighting when photos are taken, our Artisans can not get a true color for these options.
Like all original works of art, a My Twinn doll is a beautiful artistic likeness, not an exact replica of your child.
My Twinn also requires your selected photos for Personalized Products that you have purchased. Once you have submitted your order, whether for a Custom doll or one of our other Personalized Products and receive your order number, you may go to this link:
Photos/Freckling to upload your photos and/or freckling. Simply enter your email address and your order number into the designated spots and you will be directed to your upload page. The Photo upload link is not compatible with the iPhone or iPad.
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Promotions New Promotions and Previous Orders We often offer promotions and discounts for our customers. As we are not always aware of when they will become available, we will honor any of our new promotions against previous qualifying orders up to 7 calendars days prior to the beginning of the new promotion date unless otherwise stated. Please contact customer service at 1800-469-8946 for further assistance or you can contact us Here.
Refer a FriendSpread the word about My Twinn and My BFF to family and friends and for EACH referred customer that purchases a My Twinn or My BFF, we will send you a $25 My Twinn coupon to say Thank You! 1 Friend = $25, 2 Friends = $50. The $25 My Twinn coupon will be delivered by email within 7 business days of the referred customer placing their order. You must have an account with us to participate in the Refer A Friend program.You may access your account by clicking Here. If you do not have an online account, it is easy to create one! Simply click Here to begin. Once you are on your account page, click refer a friend on the left hand side of your home screen and you may then begin referring friends.
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Shipping Information How are shipping charges calculated? Please click
Here for shipping information. Does My Twinn ship internationally? Yes! We are now offering International shipping. International orders can be placed online ONLY and will normally take up to 48 hours to show in our ordering system. Gift Wrap is not available for international orders. When you are ready to check out simply click on the International customer? button at the bottom of your shopping cart. This will automatically direct you to our International checkout.
If you wish to have your order shipped to a US address and have an international credit card or an international billing address you will still need to go through our international checkout.
Sorry! Returns are NOT accepted with International orders. APO/FPO APO/FPO - If the shipping address specifies an AE, AP or AA address, this "state" information is automatically converted to a corresponding APO address in NY, CA or FL by our system.
We ship all orders to APO/FPO Addresses and U.S. Territories via USPS Standard. While most orders arrive in a timely manner, occasionally shipments may take 3-6 weeks. However, we have seen shipments take up to 12 weeks for delivery depending on where the order is being shipped to. We cannot guarantee delivery times to APO/FPO addresses.
Premium, Express and Rush are not available for APO/FPO addresses. Shipping to a PO Box Although we offer delivery to post office boxes, we suggest using a physical address to ship your order so that we can ensure a timely Christmas delivery. Items shipped to a PO Box can not be expedited and therefore cannot be guaranteed for Christmas delivery. How do I track my order? Track My Order is a way for you to see the progress of your order!
If your order includes a custom doll, the updates may include "Currently With Artisans" or "Almost Home".
These updates are found only in your online customer account. You may access this by clicking Here. If you do not have an online account, it is easy to create one! Simply click Here to begin.
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Return Information What is your Returns Policy? All products purchased have a return policy of up to 45 days of receiving the item. Your item(s) must be returned in their original condition, including all packaging.
We charge a non-refundable $40 customization fee when a personalized My Twinn Doll or a My BFF doll is returned and we deduct the fee from the refund amount. Custom doll returns with earrings are charged a $5.00 non-refundable fee for ear piercing service. This fee is deducted from the return amount.
The Custom doll Rush service fee and the My BFF Rush service fee of $40 is non-refundable.
An exchange request must be for the same item. If the size you want as an exchange is no longer available a refund for the item(s) will be issued to the payment method used when placing your order. If you would like a different item, once the returned item is received in the warehouse, you will be refunded for the amount of the item to the payment method used to place your order, and then you may place a new order for the item(s) you would like.
Return Shipping is the responsibility of the customer. Sorry! Returns are NOT accepted with International orders.
You may download our Return Form here
Do you have a separate Returns policy for Holiday orders? My Twinn has a separate return policy for items purchased from September 15th through December 21st as it is presumed these purchases are for Christmas. All orders placed within this time frame may make returns and exchanges until January 31st. Sorry! Returns are NOT accepted with International orders.
All products purchased outside of the Holiday returns time frame (September 15th through December 21st) have a return policy of up to 45 days of receiving the item.
We charge a non-refundable $40 customization fee when a personalized My Twinn Doll is returned and we deduct the fee from the refund amount. Custom doll returns with earrings are charged a $5.00 non-refundable fee for ear piercing service. This fee is deducted from the return amount.
An exchange request must be for the same item. If the size you want as an exchange is no longer available a refund for the item(s) will be issued to the payment method used when placing your order. If you would like a different item, once the returned item is received in the warehouse, you will be refunded for the amount of the item to the payment method used to place your order, and then you may place a new order for the item(s) you would like.
Shipping is the responsibility of the customer unless the return is a result of our error.
You may download our Return Form here Does My Twinn offer Return Shipping labels? My Twinn does not offer pre-paid return labels. All return shipping charges are the responsibility of the customer. Back to Top Caring of doll including Doll Hospital How can I care for my My Twinn doll on my own? To care for your My Twinn Doll, we recommend using non-alcohol based baby wipes or a warm cloth to clean the vinyl. Unfortunately, ink does not come off the vinyl. You can wash the hair with a gentle shampoo but do not immerse the doll's face or body when doing this. If necessary, the hair can be dried with a blow dryer using the dryer's lowest setting. Anything hotter than the lowest setting tends to burn the doll's hair and eyelashes. Be careful to cover the doll's eyes when using a blow dryer, as the eyelashes easily singe. The hair can also be curled with a curling iron on a very low setting. Again, anything hotter than the lowest setting will likely burn your doll's hair. We recommend that you use a brush that is just for the doll as human hair has acquired natural oils that can damage the doll’s hair. Be careful not to stretch the fibers in the doll’s hair when brushing. The Doll’s curly hair should not be brushed.The doll’s hair should only be combed when it is wet and with a pick or wide tooth comb that has not been used on human or animal hair. The doll should then be propped up on a chair with the hair hanging over the back to allow to air dry. The hair should return to its original curl. What is the My Twinn Doll Hospital? The My Twinn Doll Hospital is a place that you can send your My Twinn doll to when she is not feeling quite like herself. We have specially trained doll doctors who will take good care of your companion, restore her to good health and send her home as quickly as possible. They are prepared to handle any doll emergency, from cleaning and hair care to heirloom restoration and replacement of parts.
Our doctors work hard to send your doll home 2-3 weeks after we admit her.
For a full list of our My Twinn Hospital Services click Here .
For instructions on how to admit your my Twinn doll into our Doll Hospital please Click Here. When is the Cut off for the Doll Hospital to receive my doll in time for the Holidays? All doll hospital orders must be received in the building by December 8 in order to receive it back by December 24. What services are offered in the Doll Hospital and how do I admit my doll to the Doll Hospital? For a full list of our My Twinn Hospital Services click here.
For instructions on how to admit your my Twinn doll into our Doll Hospital please Click here. Back to Top Website Information What are your Hours of Operation? Hours of Operation can be found on our contact us page found Here. How do I create an account? To view your order history, status or send a contact to My Twinn, you may create an account on Mytwinn.com.
At the top of the home page, there is a listing for My Account and next to it is Register/Log In. Click the Register link and follow the instructions for creating your own My Twinn Account. How do I request a free catalog To request a catalog please click Here.
Once you have requested a catalog we will send the most current one available. Please allow up to 3 weeks to receive your first catalog.
New Catalogs go out once a year around September. How do I sign up for newsletters? Click Here to Sign Up for Special Offers and Newsletters!
*Note: The Children's Online Privacy Protection Act (COPPA) requires that we ask for your birth date. Please enter the date carefully. If you make a mistake, we may be unable to process your request. How do I Unsubscribe from your catalog mailings? If you would like to unsubscribe from our mailing list, click Here. to send us an email. Please include the name and address as it appears on the catalog received and we will be happy to remove you from our mailing list.
We receive names from a third party company for catalog subscriptions. These names may come from any current catalogs, magazines or even newsletters to which you may currently subscribe. If you wish to be removed from all subscriptions, you may contact Mail Preference Service. To add your name to the DMA’s Do-Not-Mail list, register online at www.dmachoice.org or write to: Direct Marketing Association, Mail Preference, PO Box 643, Carmel, NY 10512 What if I did not find my answer in the FAQs? If you were unable to find the answer to your questions in the FAQs, please contact us here. Back to Top
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