F.A.Qs
Q: When can I purchase Zuri or Nia?
A: Zuri and Nia are now available for purchase!
Q: Are the dolls Kiki & Tika shown on your YouTube channel and website for sale?
A: Tika & Kiki are customized dolls like puppets used for our YouTube channel series only. Our 1st Kool Image Dolls® baby dolls for play, Zuri & Nia are available for sale. Subscribe to our website for exclusive discounts..
Q: Is the Nia doll only for infants?
A: While Nia is safe for infants as young as 6 months and makes a perfect my first doll, some Kool Kids prefer a softer slightly smaller doll. At 17inches in size Nia is a perfect play companion for our bigger Kool Kids and Kool Kids with sensory sensitivities also.
Q: Do you ship internationally?
A: Currently we ship within the United States only.
Q: When will I receive my order?
A: Please allow 3-5 business days for your order to process. Please note that this does not include weekends. You will receive an email letting you know that your order has shipped.
Q: What is your return policy?
A: It is our hope that you are completely satisfied with your order. Please see our return policy
Q: What do I do if I do not receive an order that has been shipped out?
A: If ShipInsure Protection was purchased at the time of order please proceed to file claim here .You also would have received a confirmation email from ShipInsure at the timeof your purchase. If ShipInsure protection coverage was not purchased, please contact the mail service used for your package delivery. Once your package leaves Kool Image Dolls® facilities we are no longer liable for the package delivery. You will receive a confirmation notification at time of shipping of each package with the mail carrier. Please note if your package is lost by carrier, stolen, or confirmed as delivered by the carrier we will not be responsible for replacement of your order. Please follow up with carrier. Kool Image Dolls® is not able to complete claim forms on your behalf. We will try to help but are not liable for packages once they are out of our facilities.
Q: What is ShipInsureProtection?
A: ShipInsure is a premium package protection provider for Kool Image Dolls. When you add ShipInsure to your order, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, the ShipInsure team will review it, and they will get back to you within 24 hours. If you have purchased ShipInsure Protection you will receive a confirmation email from them. You can also proceed to file a claim here See more detailed info on our shipping policy page here
Q: Where is your company located?
A: Our company is located in Pittsburgh Pennsylvania, USA. We do also use fulfillment services on some apparel that is located outside of Pittsburgh, Pennsylvania. On some orders you may see an address outside of Pittsburgh, Pennsylvania listed as your shipped from address.
Q: Why did I receive my products ordered separately and from two different addresses?
A: We do use a fulfillment service on some apparel items. This means that they will ship from their facilities for those products, and we will ship from our facilities for some products. As the customer you will pay one flat shipping rate regardless of where your products come from, and it is not an increased rate based on multiple facilities.
Q: Do you have adult sizes?
A: Our clothing is available in children sizes only. We have clothing in (Baby sizes 6-12mos, 12-18mos, 18-24mos) (Toddler sizes 2T-5T) (Youth sizes Small 6/8-XL18/20)
Q: Why does my T-shirt label say made in Nicaragua or made in Honduras?
A: Our t-shirt blanks (Bella Canvas & Next Level) that our Kool Image Dolls® designs are printed on are sourced from the US, Nicaragua, and Honduras. When design fulfilment is completed by one of our US fulfilment centers you will see on your tag less t-shirt label the country that the t-shirt blank for our designs was sourced from.