HTdragon Frequently Asked Questions

Use our contact page. For an existing order, include your order number and a brief description of the issue. Never send your password or full payment-card details.

Sign in to My Account — Orders using the account associated with your order. If an order is missing, contact support with the order reference and the email address used.

Use the password recovery option on the account page. Check your spam folder for the recovery message. Contact support if you still cannot access your account.

Contact support promptly with your order number and the requested change. Ask the team to confirm whether a change is possible; submitting a request does not mean that it has been accepted.

Open our Order Tracking page and use the details requested there. If you cannot locate the shipment, contact support with your order reference.

Refer to the information provided with your order. If you have no estimate or need clarification, ask support to confirm the current status and expected delivery information for that specific order.

Check the latest carrier information and compare it with the details in your order correspondence. Contact support if the information is unclear or the delivery estimate has passed.

Check the delivery address and any carrier delivery notes, safe place, reception desk, or household collection. Report the missing parcel to the carrier and HTdragon support, quoting the tracking and order numbers.

Refer to the description and instructions for the exact model. Ask support if the material or construction is unclear. A general silicone label does not establish a medical grade, certification, or suitability for a particular purpose.

Follow the instructions supplied for that model. For general background, see our silicone product care guide. Let an item dry as directed before storage, and follow any limits on water, temperature, and cleaning substances.

Only if the manufacturer explicitly approves that method for the exact item. Coatings, adhesives, internal components, and powered parts can affect cleaning requirements.

Check the contents against your order and inspect the surface for damage. Keep the packaging until any issue has been resolved. Our first-use inspection guide provides a general checklist.

Contact support promptly with your order number, a description of the problem, and clear photographs of the item and packaging where relevant. Avoid including unnecessary personal information in photographs. Retain the packaging while the issue is reviewed.

Request an eligible return within 15 days of delivery. Change-of-mind returns must be unopened, unused, and complete with original packaging and accessories. Faulty or incorrect items are handled separately. Read our Returns & Refunds Policy and email htdragondolls@163.com before shipping anything back. Mandatory consumer rights remain unaffected.

Provide the order number, relevant dates, a concise description, and any carrier or product details needed to understand the issue. Do not share account passwords or full card information.

See our Privacy Policy. Use the contact page if you need clarification about information associated with your account or support request.