My Twinn: Personalized Gifts Including Twin Collectible Dolls

How long does it take to make a personalized My Twinn doll or a personalized My Twinn Toddler?
Our My Twinn artisans handcraft each personalized My Twinn doll and My Twinn Toddler, creating a one-of-a-kind artistic likeness of the special child in your life. Our unique personalization process takes time.

Shipments that include a personalized My Twinn doll or personalized My Twinn Toddler are usually delivered in 3-4 weeks. Our artisans begin creating your one-of-a-kind doll after receiving your photo(s) and Custom Hand-Painting Form (if applicable), which you can provide online or by mail. We need to receive this information as soon as possible to begin creating your doll.

How can I change features on my child's doll?
We create a likeness of your child based on the information we receive from you. Like a portrait, each personalized doll is an artistic likeness, not an exact replica. You should expect a superb quality doll that is beautifully lifelike, individually made and has a good resemblance to your child. Parents, after years of watching their child grow up; often "see" their child differently than does a portrait artist. It usually takes a few weeks before a new portrait becomes familiar and fully appreciated. The same will be true with your personalized My Twinn doll.

If our Doll Hospital determines the doll has the wrong face shape, hair color, hairstyle, eye color or skin tone due to an error on the part of My Twinn, the Doll Hospital will make any changes free of charge within 60 days of the shipment's receipt. Please fill out the Doll Hospital Admissions Form completely, and follow the instructions to send your doll in for treatment.

If you prefer to return your doll, please see our Returns and Exchanges page for more information.

How can I be sure the doll's hair will look like my daughter's hair?
If you're concerned about the hair colors shown online due to your monitor's possible color variance, you can see the true-to-color hair swatches shown in the My Twinn catalog. However, if you would like to more closely compare the doll's hair color to your daughter's, we recommend ordering a My Twinn Hair Swatch Card for a nominal fee with free standard shipping. The Hair Swatch Card contains actual strands of the high-quality doll hair choices. You can compare the swatches to your daughter's hair so her personalized My Twinn doll looks just like her.

What are My Twinn Friends?
A hand-crafted My Twinn Friend doll makes a unique gift for a special child or a doll collector. The My Twinn artisans create each My Twinn Friend doll with the same painstaking detail used to make the personalized My Twinn dolls. Each doll is individually crafted, meaning there isn't another doll like her, anywhere in the world. These dolls make the perfect companion for a personalized My Twinn doll, and they're a favorite of collectors around the country.

At 23" tall, each doll has a soft, cuddly and durable body, thanks to careful design and construction. The My Twinn Friend doll has 18 points of poseability for versatile, lifelike movement. Our artisans take great care with every last detail, including eyebrows, freckles and fitted eyelashes. We use the highest quality hair, styled and cut by professional hairdressers.

All My Twinn doll apparel fits My Twinn Friend dolls. Sorry, no returns are accepted on our one-of-a-kind My Twinn Friend dolls.

What are the dolls made of?
We make our My Twinn dolls with high-quality vinyl using beautiful, natural-looking skin tones, eye color and hairstyles. Each My Twinn doll features 18 points of poseability for more active play. My Twinn Babies measure 20" doll and have poseable bodies. The 14" Cuddly Brothers and Cuddly Sisters have non-poseable beanbag bodies.

How do I care for a personalized My Twinn Doll?
You can wipe the vinyl clean using a baby wipe or warm washcloth. Unfortunately, ink will not come off the vinyl. Washing or styling your doll's hair requires special attention to avoid damage. Please see our Doll Care Tips page for complete information.

Can I use fingernail polish?
If you want to polish your doll's fingernails, we recommend the use of My Twinn cosmetics. Remove polish with non-acetone polish remover.

My daughter wears her hair in braids. Are there any additional charges for this style?
Professional hairstylists will style your doll's hair to resemble your child's hair at no additional charge. You can even send in additional photos to give our artisans special direction for the doll's hair. If you are sending in additional photos to show artisans how to style your doll's hair, please label the photo with "Hair" on the back.

Can you pierce my doll's ears?
To avoid possible damage to the doll's head, we are unable to offer ear piercing.

Can you make a doll with a cleft chin?
We offer Custom Hand-painting of freckles, birthmarks and moles at no additional charge. Our artisans create each doll using a variety of lifelike face shapes, created by our Master Sculptors. Unfortunately, we are unable to change our face shapes to add dimples or cleft chins.

Do you sell patterns for the doll's clothes?
All of our clothing designs are My Twinn originals. To protect our proprietary designs, we don't offer patterns for sale.

Do you make custom clothing for the dolls?
Due to the individual designs required for custom clothing, we are unable to create clothes to match a special outfit or vintage photo. We recommend visiting our apparel department to find matching outfits for dolls, girls and moms.

Can I order a doll without clothes? I would like to make outfits for her.
We're proud to offer beautifully crafted clothes for our dolls. They aren't available without clothes. If you want to make outfits for a personalized My Twinn doll, we recommend choosing a personalized doll in My Twinn PJs.

Does My Twinn make dolls for adults?
We design our doll face shapes to resemble children 3-12 years old. But you can order a personalized My Twinn doll created to resemble your mother, grandmother, sister or special friend. When you build a personalized My Twinn doll designed to look like a special adult, we recommend using a photo of that person when she was a child between 3-12 years old. Please do not send irreplaceable or vintage photos. Due to licensing agreements, we do not make dolls using a celebrity likeness.

Can you send me a catalog?
You'll find all of the items featured in the My Twinn Catalog online at My Twinn. To receive the My Twinn Catalog in the mail, please request a copy.

What is the Doll Hospital?
The My Twinn Doll Hospital staffs specially trained doll doctors who take good care of your companion, restore her to good health and send her home as quickly as possible. They're prepared to handle any doll emergency, from cleaning and haircare to heirloom restoration and replacement of parts.

What services are available in the Doll Hospital?
The My Twinn Doll Hospital offers specialized doll care services that range from cleaning, haircare and makeovers to heirloom restoration and replacement of parts. Please see our Doll Hospital Admissions Form for a complete list of services and fees.

When can I expect to get my doll back from the Doll Hospital?
Our doctors work hard to send your doll home three weeks after we admit her. During the holiday season, if you want your doll home from the Doll Hospital on or before December 24th, your doll must be received at the Doll Hospital by November 23rd. Dolls received on or after November 23rd will not be guaranteed home by the holidays.

If I receive a personalized My Twinn Doll or My Twinn Toddler and it looks nothing like my child, what can I do?
We create a likeness of your child based on the information we receive from you. Like a portrait, each personalized doll is an artistic likeness, not an exact replica. You should expect a superb quality doll that is beautifully lifelike, individually made and has a good resemblance to your child. Parents, after years of watching their child grow up, often "see" their child differently than does a portrait artist. It usually takes a few weeks before a new portrait becomes familiar and fully appreciated. The same will be true with your personalized My Twinn doll.

If the doll has the wrong face shape, hair color, hairstyle, eye color or skin tone due to an error on the part of My Twinn, the Doll Hospital will make any changes within 60 days of the shipment's receipt. Please fill out the Doll Hospital Admissions Form completely, and follow the instructions to send your doll in for treatment.

If you prefer to return your doll, please see our Returns and Exchanges page for more information.

I received my doll, and the hair is the wrong color. What should I do?
If the doll has the wrong face shape, hair color, hair style, eye color or skin tone due to an error on the part of My Twinn, the Doll Hospital will make any changes within 60 days of the shipment's receipt (or by February 25 for holiday orders placed October - December. Please fill out the Doll Hospital Admissions Form completely, and follow the instructions to send your doll in for treatment.

My doll has a broken arm or leg. How can I fix the doll?
Complete the Doll Hospital Admission Form to send the doll back for a new body. Because of the doll's unique poseability system, we are unable to replace a limb.

Can I cancel or modify my order after I submit it?
Unfortunately, we can't cancel or modify your order after you submit it. But it's easy to return/exchange any My Twinn item by sending it back to the My Twinn Workshop. Please refer to our Return/Exchange Policy for complete information on returning or exchanging an item.

What is your return policy?
Please refer to our Return/Exchange Policy for complete information on returning or exchanging an item.

Do you offer Gift Wrap?
Yes! Our Gift Wrap service makes gift-giving easier than ever. Each wrapped gift includes a Gift Tag indicating To/From and a Greeting of your choice. More information.

How long does it take to receive my order?
For your convenience, we offer three different delivery options: Standard, Premium and Express. Shipments that include a personalized My Twinn doll or personalized My Twinn Toddler are usually delivered in 3-4 weeks. Our artisans begin creating your one-of-a-kind doll after receiving your photo(s) and Custom Hand-Painting Form (if applicable), which you can provide online or by mail. We need to receive this information as soon as possible to begin creating your doll.

You'll find more information about processing and shipping times on our Shipping Rates and Policies page.

How do I complete my order?
After submitting your order, you must provide one or more photos of your child and, if applicable, the Custom Hand-Painting Form. You can provide this form online or by mail.

How do I provide digital photos of my child?
It's easy to upload your photos online. Just provide some basic order information, then follow the instructions to upload your photos to the My Twinn Doll Workshop.

Why was my order cancelled?
On very rare occasions an item may be backordered. Please review our Backorders page for more information.

On rare occasions, we cancel customer orders for the following reasons:

For your protection, we require that the billing address you use at My Twinn match the billing address on your credit card. If your credit card issuer can't verify your billing address, we cancel your order for security reasons.
You contact My Twinn and request to cancel the order.
The product you ordered is out of stock.

We send a cancellation notice to the e-mail address you used when you placed the order. My Twinn won't bill you for the cancelled item(s).

I received a damaged or incorrect item in my order.
If you received a damaged or incorrect item in your order, we want to fix the problem. Just return the item directly to the My Twinn Workshop, and we'll refund your money (including shipping charges). Find more information about returning or exchanging a damaged or incorrect item on our Damaged/Incorrect Items page.

How do I return or exchange a personalized My Twinn doll or My Twinn toddler?
If the doll has the wrong face shape, hair color, hairstyle, eye color or skin tone due to an error on the part of My Twinn, the Doll Hospital will make any changes within 60 days of the shipment's receipt. Please fill out the Doll Hospital Admissions Form completely, and follow the instructions to send your doll in for treatment.

If you prefer to return your doll, please see our Returns and Exchanges page for more information. Note: We charge a non-refundable $35 customization fee when a personalized My Twinn doll or My Twinn toddler is returned. We deduct the fee from your refund amount. If you are unhappy with the doll's look, consider sending your doll to the My Twinn Doll Hospital for a makeover.

I want to display my doll in the box. How do I remove the label?
If the inventory label is stuck to the product box, it should come off easily without leaving a stain. Slowly peel the label diagonally from corner to corner. If the entire label doesn't come off, we suggest applying isopropyl alcohol (or a product called Goo Gone).

How much do you charge for shipping?
Shipping charges aren't included in the item's price. For Standard Shipping, we charge a flat fee based on the amount of your order. Premium and Express Shipping cost more. For more information about the variety of shipping options we offer, please go to our Shipping Rates and Policies page.

Do you ship overseas?
Right now, we're unable to ship outside the United States, the U.S. Virgin Islands, Puerto Rico and Guam. We hope to offer expanded international shipping soon. Unfortunately, we can't accept International credit cards or any credit card with a billing address outside the United States, the U.S. Virgin Islands, Puerto Rico or Guam.

Do you ship to Canada?
Right now, we don't ship to Canada. We hope to offer expanded shipping options that include Canada in the future.

What is DHL@home?
We ship some orders using DHL@home. It's a delivery service created in partnership with the U.S. Postal Service (USPS). DHL picks up your order at our workshop and delivers it to a USPS distribution center in your area. Your mail carrier brings the package to your home. If you have a question about your DHL@home shipment, please call DHL Customer Service 1-800-CALL-DHL (1-800-225-5345). To find out the status of your DHL shipment once it has been delivered to your local post office, go to the DHL web site (www.dhl.com) and click on "track" to track your order.

What is the relationship between My Twinn and eToys?
eToys Direct™, Inc. owns and operates the My Twinn and eToys web sites.

What about returns and exchanges?
We are unable to accept returns on orders placed before June 1, 2004.

What forms of payment do you accept?

We accept Visa, MasterCard, Discover and American Express. We also accept debit cards with the Visa or MasterCard logo, Bill Me Later® and PayPal. Unfortunately, orders placed with a pre-paid debit card or a gift card issued by a credit card company may be subject to cancellation due to difficulty verifying cardholder address information. We don't take personal checks, money orders, purchase orders, CODs, International credit cards or CyberCash. Sorry, we can't accept credit cards with billing addresses outside of the United States, the U.S. Virgin Islands, Puerto Rico and Guam. You can use a My Twinn Gift Card instead of a credit card. Please see Payment Options and Information for more details.

What is Bill Me Later®?
With Bill Me Later®, you can make purchases at My Twinn without using your credit card. Bill Me Later® is offered through Chase Bank USA, N.A. and is only available to U.S. customers who are of legal age in their state of residence. Subject to credit approval.

For more information, visit www.bill-me-later.com. You can contact Bill Me Later® customer care by visiting www.bill-me-later.com/emailUs.kt.

What is PayPal?
Paypal allows you to order from us without using a credit card or sharing any personal financial information. Any individual customer or business with an e-mail address can order online using PayPal.

You will need to visit the PayPal web site (www.paypal.com) to set up an account. Once your account is set up, you can choose to pay with your credit card, debit card, bank account or PayPal account balance. PayPal offers 100% protection against unauthorized purchases. Please read our PayPal help section page for complete information.

Visit the PayPal Help Center for more information on creating an account.

If you still need information, please contact PayPal customer service at
1-402-935-2050.

Is it safe to use my credit card?
My Twinn uses state-of-the-art encryption technology and a secure checkout process. Please read our privacy policy for more information.

When is my credit card charged?
We charge your credit card when we ship the item, with the exception of orders with a personalized My Twinn doll or My Twinn Toddler. The cost of your personalized doll includes a non-refundable $35 customization fee, which we charge at the time you place your order. When you place your order, we pre-authorize your credit card to make sure the funds are available. Please note: if you use a debit card, the pre-authorization may look like a debit on your account. We won't actually debit your account until we ship your order. If we have to cancel your order, the amount of time it takes to remove the authorization depends on the financial institution that issues your card.

How is my credit card address verified?

During checkout, please be sure to enter the correct billing address and zip code on file with your credit card company. If you have moved, please make sure to update the credit card billing address listed in your account.

When you place an order with us, all credit card processors place a hold or "authorization" for the full amount of the order while they verify your credit card billing address and zip code electronically. If the address or zip code provided is not correct, the processor will decline the charge, resulting in an order cancellation. Additionally, the card company will keep the full authorization amount in place for several days.

Unfortunately, My Twinn doesn't have control over your card company's policies, including the amount of time an authorization stays on your account. Please be aware: If you attempt to place multiple orders with a billing address or zip code not on file with your processor, they may put multiple holds or authorizations on your account.

Do you offer a Wish List or Gift Registry?
Look for additional features and services, like Wish List, coming to My Twinn in the future.

What are product warnings?
Some items contain small parts that may pose a safety or choking hazard to young children. These items are identified with a standard product warning symbol, as mandated by the 1994 Child Safety Protection Act:

If an item has a product warning, the symbol appears on the product description page. It includes a link to more information. We display the product warning information exactly as it appears on the item's packaging. No other product warning information is available.

I tried to order more than one My Twinn Doll or My Twinn Toddler and I couldn't. Why?
Due to system limitations, we only allow one personalized My Twinn doll or My Twinn Toddler per order.

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Discounts shown reflect savings off of regular prices. Offers not valid on previous orders.
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