At The Doll Genie, we know that you care how information about you is used and shared on the internet, and we appreciate your trust and want you to feel confident in our services and online security as it relates to your personal information. We do not share or sell any of our customer information or our database to anyone unless required by law! We use the information that you provide for such purposes as responding to your requests, fulfilling orders, customizing future shopping for you, improving our online shopping features, updating your Magic Carpet Club details and communication with you. We also know how important it is for collectors to receive their Barbie Dolls in the best condition possible. We will do our best to make sure you have a pleasant experience with DOLLGENIE.COM and have customer service representatives available from Monday through Friday 9am -6pm Eastern Time at 352-503-7574 (live support is unavailable on weekends or holidays) ... you can e-mail firstname.lastname@example.org anytime
What forms of payment do you accept?.....
We accept all major credit cards and Paypal as payment.
We do not accept personal checks under any conditions due to the fact that we are an internet sales company and have no way of verifying personal information to match the checking account such as drivers license or photo id. You can set up a Paypal account at any time and pay with your personal checking account if you prefer not using a credit card
How secure is my
We work very hard to protect the security
of your information during transmission by using Secure Sockets Layer (SSL)
software, which encrypts information you provide to us for purchasing of
products and services. Besides the SSL that encrypts data enroute, all passwords and credit cards
inputted into our system even temporarily is duel encrypted until deleted after
the payment is processed. The information provided comes to us in a code that
we process offline. We reveal only the last four digits of your credit card numbers in any
correspondence or when confirming your order. ALL
CREDIT CARD ORDERS ARE PROCESSED OFFLINE, MANUALLY THROUGH OUR SECURE BANKING
EQUIPMENT. Of course, we transmit the entire credit card number and
appropriate verification details to the credit card company bank during the
processing for authorization.
For security reasons, all information provided as a form of payment MUST match the information on file with the processing Credit Card Bank or the payment will be declined. We will only ship to the address that matches the credit card payment, no exceptions.
All of DOLLGENIE.COM customer payment details are purged from our system
30 days after customer receipt of the item. For security
reasons we do not maintain a data base with your personal or credit
information. Because many people have secure accounts already
set up with Paypal, for your convenience, we also permit customers to
process payments through Paypal. We are not
responsible for information contained within the Paypal system.
Are your Mattel Barbie Dolls
is an Official Mattel Retailer with a very detailed Online Store. All
of the new released Mattel Barbie Dolls we sell are direct from the
manufacturer. We we are sold out of our original allotment of new released
dolls, and cannot reorder them, we often seek them out in the secondary market
to assist customers in locating hard to find dolls. Some older retired dolls may not be new, but they are
in very good condition and never have they been opened or removed from the
Can I place an International order? -
Doll Genie ships Barbie Dolls worldwide via only US Post Office International
Express Services. You select the Barbie Dolls you want to purchase from our
online catalog and select PAYPAL as your form of payment. By using PAYPAL, you
have the option of paying with a credit card or your local bank to pay for your
order. Effective Jan 1, 2011, due to the high risk of international credit card
fraud, ALL international orders must be processed thru PAYPAL secure validation
services. All international orders will only be shipped via USPS International
Express to the billing address with insurance and a signature required. The
address used on the order form must match the information on file with Paypal or
the order will be canceled and any payments refunded. We can no longer ship to
an address different from the address that matches payment information. We are
aware of the fact that these types of shipping fees may be higher than some
other online sites charge, but when we ship an order we want to be able to track
it and confirm that you received it quickly. Shipping via USPS Int’l Express
allows your packages to transition through customs much quicker. We regret this
change in policy, but it is necessary to protect both the consumer and retailer.
There is no extra charge to use the services of PAYPAL. If you do not already
have a Paypal account, its a simple process and you can register for Paypal just
CLICK HERE and sign up!
How will I know if the Barbie
Dolls are available and in stock?
The Doll Genie website is tied in with
actual live inventory. This means the information you see is a "live" count of what we currently have in stock.
As a Barbie Doll is ordered and processed, the online inventory availability total will decrease.
When a doll is sold out, there will be a button with a Genie Lamp that says "ADD TO WISH LIST" -
if you are
interested in purchasing that doll and it temporarily out of stock, just click and
add the item to your "Wish List" and you will be notified when that item is available for purchase.
Please review the items you ordered before you complete the
check-out forms. Make sure you are ordering the correct item! Make sure that
your "SHIP TO" address is accurate and that someone (adult) is available to sign
for your package at the address you listed. Please
make sure your address details are complete - it is very important that we have accurate e-mail and telephone
information to be able to communicate with you when needed. For security reasons, all packages
shipped from DOLLGENIE.COM will require a signature at the final
destination. If you are not home when the Post Office attempts to deliver your
package they will leave a notice for you to contact your local Post Office to
either arrange for re-delivery or for you to pick up your package at the Post
Office. Signatures are required for proof of delivery. Please make sure if you work all day or you are not available
to sign, that your SHIP TO address listed at 'CHECK-OUT' reflects the
proper address where someone can accept your package. Any packages returned
to us that need to be re-routed or re-addressed will be charged an additional
$10.00 for re-shipment. (these shipping policies are non-negotiable.) Also,
any packages returned to DOLLGENIE.COM because you did not give us accurate
shipping information will only receive credit for the merchandise. We will
not refund shipping and handling fees when incorrect shipping information
is placed on order forms, only the cost of merchandise will be refunded
when wrong address information is provided or no one is available to sign
for packages and they are returned. Since we process the orders and ship
to the address you provide to us, you must make sure you have listed ALL
shipping details accurately before transmitting your order.
How long does it take before my order is shipped?
Most items ship out within 72 hours of
payment being received, sometimes orders ship on the same day they are
placed, depending on the time of day placed and time available before carrier
pick up. If you order something on a Friday it will not ship out until
the following Monday. We ship Monday through Friday. Nothing will ship
out on Saturday, Sundays or Holidays. Also, because we are located in Florida,
during the Hurricane Season our shipping schedule might change so that we
can allow our employees time off to prepare their homes and families for
safety during the event of an oncoming hurricane. Thank you for understanding
When will I receive my
If you have ordered
items that are in stock, you order should ship out the same day with depending
on the time you ordered it and your payment has cleared our system. All
orders will ship within 72 hours. We
ship all orders via US Post Office Priority Mail with Delivery/Signature Confirmation
and Insurance. Unless you select USPS Express Mail... there
is no guarantee day of receipt. USPS Priority Mail (domestic USA) normally arrives at its
destination any time from 3-10 days from the date of shipment. On the average,
depending on the final destination, USPS Priority Mail (domestic USA) shipments arrive
at their destination with 2-5 days.
How much is shipping?.....
costs are determined at the check-out process within our Secure Online Order
Form and is based on the cost of insurance for all items purchased,
delivery/signature confirmation, weight of the items shipped to your zip code
and shipping/packaging material fee. We ship all dolls via USPS Priority
Services. Depending on the weight and dimensions of the package your cost for
shipping is usually a Flat Rate of $13.50 rate plus signature confirmation of $2.50 and any added insurance
through STAMPS.COM (we do not use the Post Offie Insurance - it takes too long
to process any claims. If you add the items you want to your cart
and select check out, you can select select the type of shipping for the United
States we ship via USPS Priority Mail, USPS Priority Mail Express. All
international packages are shipped via USPS Priority International Express only.
Shipping costs will appear on your form during the checkout process.
How come the shipping charge for my order seemed
so expensive? ...
The rates quoted on your online order
form for US Post Office Priority Mail and USPS Priority Express Mail are generated
from the Post Office online mail calculator and process through STAMPS.COM. We ship all dolls via
US Postal Services.
Depending on the weight and dimensions of the package your cost for shipping is usually the USPS Flat Rate of $12.50 rate plus signature confirmation of $2.50 and any added insurance.
Our experience with this service
is that 98% of the time the information is correct, but every once in a while
the calculator is not working properly and you may be quoted the wrong shipping
price. If the shipping cost listed on your order is not correct we will modify
the charge and e-mail you with the correct shipping fees prior to charging
your credit card. If you paid via Paypal and there was an overpayment, your
account will be refunded any overpayment. We make every effort to assure you that you will be charged
no more that the actual shipping charges plus insurance and delivery/signature confirmation
Do you ship to APO/ Military, USA Territories or International
we do! Orders shipped outside of the Continental United States will be charged
additional fees as they apply to each country or destination. Anyone Shipping to Military APO, FPO or CPO , Puerto Rico , Alaska or Hawaii can take longer than normal
shipping times to arrive at their final destination. Packages shipped to
Canada and foreign countries can be delayed by customs. Shipping to
Europe or any other foreign Countries must be researched for accuracy.
Shipping outside of the Continental United States is quoted by the price, size, weight and destination
of the package. Unless otherwise specified we try to ship at the lowest price available with the required services. Sometimes the online shipping calculator for international
shipments is not accurate. Once we receive orders to be shipped Outside of the Continental United States,
if the fees collected are not correct we will udpate the order with the exact shipping fee, signature confirmation, insurance and handling fee any overpayment will be refunded.
International Customs Duty
We do not know and cannot charge
taxes for foreign countries that may apply to orders. Each country has
different Customs Policies, taxes or surcharges that may apply to an order,
therefore, we cannot guarantee delivery times of packages shipped outside of
the United States and cannot quote any International Customs Taxes, Surcharges
or Fees. Any foreign taxes that may possibly be applied to your order through
customs must be paid by the recipient - or - the package will not be released.
We have no control over how International Customs handles gifts or packages
sent within any specific foreign country. Please make sure that you are aware
of your countries Customs Policies and Taxes and that you may be charged a
Customs Tax for delivery within your country.
How do I cancel an order I placed
Once an order is placed by credit card through
our secure online website, it can only be cancelled by contacting us. If you need to
cancel your order, please contact us immediately 352-503-7574 or e-mail email@example.com If
you do not cancel your order within 1 hour of order placement, more than
likely your order has already started processing and your credit card has
already been charged. Sometimes, orders are processed and shipped from our
warehouse within 2 hours, so it is very important for you to contact us
immediately so we can assist you before the item is shipped. If for any reason
you had to cancel your order 'after' your credit card was charged, and you
contacted us after 5pm EST on the day your order was processed, there will
be a 5% charge deducted from the credit issued to cover the fees originally
charged to our merchant account for the transaction. We can cancel the
transaction without any cost to you if we received the request prior to 5:00pm
EST when we perform our daily transmittal to the bank. The banks do not refund
processing fees and we cannot absorb those costs. Also, the cost of returning
any items is the responsibility of the buyer. If we made a mistake with your
order we will refund your cost of return shipment 100%. Be sure of your purchase
before it is placed to avoid unnecessary fees!
My order has not arrived and it
is past the USPS shipping scheduled
If you received a notification that your order shipped
and issued a tracking number, please contact us via email firstname.lastname@example.org, or via
phone at 352-503-7574. In general, no package that was shipped should
take more than 14 days to arrive, so if you have not received a package and
14 days has passed since your e-mail notification of shipment, there is probably
a problem, please contact us immediately. We will be glad to assist
you in tracking the shipment.
We make every effort to make sure the item you receive is in
excellent condition. We insure all packages just in case there is damage while in transit.
Unless the box was damaged in shipping, the following details
regarding Barbie Doll boxes is very important for collectors.
Neither The Doll Genie, the Mattel
Corporation or One World Doll Project in the business of selling boxes, we sell
dolls. The Post
Office, UPS and FedEx will not, does not, nor can they insure condition of the
the doll boxes. We take every precaution in packing and shipping but we
can not control what happens once the Barbie Doll leaves our warehouse until it
arrives at your location.
If you are concerned about the condition of a box,
please call us before ordering (352-503-7574) or email us at email@example.com and we will inspect the Barbie Doll
you are interested in purchasing and inform you of any defects. At your request, we can also take images of the exact doll you are purchasing if you are that concerned about the doll & box.
When you buy a Barbie Doll that is no longer manufactured by Mattel you are accepting the fact that it is
not a brand new item, and that a slight ding, scratch in plastic, wrinkle or
imperfection is common in Barbie Doll boxes due to normal shelf storage.
At times brand new Barbie
Dolls direct from Mattel are shipped to us with slight imperfections and that is
out of anyone's control, Mattel will not replace dolls with a dent or ding in a box, this in no way diminishes their value.
are buying and collecting a Barbie Doll... not a box.
The Doll Genie
understands what a collector wants, therefore, you can
feel comfortable knowing we will help you in any way we can and we will give you any information you request prior to your purchase firstname.lastname@example.org - All
discontinued/retired Barbie Dolls are sold as is! Final Sale. We also have
a "Scratch & Dent" selection of dolls available at reduced prices.
What is your policy on Refunds and Returns? ....
Please note that all sales are final. Shipping Fees are
non-refundable. If the exterior shipping box is damaged during shipping,
you must refuse delivery and it will be automatically returned to us at no cost to you. Please get in touch
with us immediately so are aware of the refused package and we can begin filing an insurance
claim. Any other returns must be pre-approved and you must
get a return authorization number from our customer service department to
include with the item being returned or you will not be issued any credit
for the returned item. If you opened a package that was damaged during shipping and find that there is
also damage to the item inside, you must save the original shipping box or the
insurance claim cannot be processed. The Insurance carrier has the right to
inspect the original shipping box and contents before paying a claim. Any type
of refund will be issued to the original form of payment. If customer refuses a
replacement, an online gift certificate will be issued to be used towards a
future purchase. If you do not refuse a package that was damaged in transit and
you open the package, you are responsible for the cost to return the item to us.
The Post Office will not return an opened package without charging a shipping
My package arrived and the shipping box is
damaged, what do I
First, prior to opening the package, you must
REFUSE DELIVERY of any package that arrives damaged and the Post Office will return the doll to us at no cost to you. Please contact us immediately via email email@example.com or via
telephone at 352-503-7574. If you accepted delivery, and you open the box and something inside is damaged, make sure you keep
the box that the item was shipped in. DO NOT THROW
AWAY THE SHIPPING BOX. Stamps.com or the Post Office will not process an insurance claim without the original packaging. Please describe the extent
of the damage to us when you call or e-mail us and whether or not the shipping
box, (the box the items were in) has noticeable damage. Sending us a
picture of any damage will help expedite an insurance claim. We insure every
shipment so it is very important to contact us immediately so we can help you step by step. We will then contact USPS
or Stamps.com and process the insurance claim.
I am concerned about the condition of the Barbie
Dolls, can you help me?
All of our items are NRFB - Never Removed From the Box (unless
otherwise specified) meaning that the Barbie Dolls are still perfectly intact
and undisturbed inside their original boxes, just as they were when they
left the factory. We, at DOLLGENIE.COM , realize the importance of box
condition, especially with more collectible, limited edition Barbie Dolls
and we want to help you as best as we can. We assure you that even though
we cannot guarantee a "perfect box", all of our Barbie Dolls are in great
condition, and we will describe to the best of our ability the exact condition
of the box when asked and even send you a picture of it if you ask.
Because we sell hundreds of Barbie Dolls it is impossible
to change the pictures of each and every doll on our web site daily, therefore
we recommend for those people concerned about "box condition" to e-mail us
for details and pictures. We take the condition of the boxes into consideration when we
price our items and discount any Barbie Dolls with damaged boxes. We will
be as upfront with you as best as we can. At any time when you see an item
that you are interested in on our website, you may call or email us to ask
about its condition at (352) 503-7574. We will always be as honest as possible
to make sure that you are completely satisfied and that you know what you
are getting in advance.
What do I do if there was a dent in the
Not all items can be
returned. We do not accept returns because of a dent
in a box or a scratch in the plastic. Remember, Mattel & OWDP sells us Barbie Dolls, not boxes. If you
have any concerns about the exact condition of the item you are purchasing,
please feel free to contact us prior to your purchase and we will describe in detail the Barbie Doll and its box
condition and even take pictures of the doll & box for you in advance. Your insurance does not cover damage to the barbie box unless
the entire shipping package arrived damaged. All sales become final after
24 hours of receipt. If we are not immediately contacted within 24 hours
of you receiving the damaged package, we will not authorize a
The item I bought doesn't look like it did
on the website......
the best possible image and describe each item with all the information we
have on the product. Most digital cameras do not pick up any imperfections
in the clear plastic or cardboard on the box. Not all computer monitors are
calibrated equally and there may be a color difference in your monitor.
If you are unsure of a color or if you want more detailed pictures of the
actual doll you are purchasing, or if we can answer any questions you have
about any specific Barbie Doll prior to your purchase, please feel free to
contact us via email firstname.lastname@example.org or via
phone at 352-503-7574.
Can I "reserve" the new release Barbie Dolls?
We no longer accept pre-orders due to "issues" with cancellations and
manufacturer production issues. The Doll Genie now has a Doll Reservation Service available to help our customers
order any New Release Barbie Doll from Mattel or OWDP - CLICK HERE - for
details on making a reservation. When making a reservation, you are not ordering the doll. You are just paying
for a service for us to reserve a doll for you. There is no obligation to purchase anything when you make a reservation for a
new release doll. You are only paying a fee for us to place you on our "High Priority
List". Once placed on this list you are guaranteed to be contacted and given the
opportunity to purchase the new released doll prior to the Doll Genie posting
that item as "in stock" for the general public.
Once the item you reserved is in stock at the Doll Genie warehouse, we will contact you via e-mail with an invoice and provide you the opportunity to purchase that item at the discounted price.
Your invoice will reflect the current amount due for the doll plus shipping charges & signature confirmation to your destination plus a credit for the reservation fee you paid.
We ship all dolls via USPS Priority Services. Depending on the weight and dimensions of the package your cost for shipping is usually the USPS Flat Rate of $12.50 rate plus signature confirmation of $2.50 and any added insurance. If you have any questions e-mail us at email@example.com or 352-503-7574 during business hours Monday – Friday 9am – 6pm eastern time. Your original
deposit/reservation fee will be applied to your final payment request. If Mattel or OWDP
cancels our order, cancels production of or cancels the
shipment of any new release doll, we will refund your reservation fee. Other
than a manufacturer modifying or canceling our original orders, Doll Genie Reservation
Fees are non-refundable and not transferable to other items. Each doll
reservation must be made separately.
Does the DOLL GENIE buy Barbie
Dolls and/or Barbie Doll Collections?
If you have any Mattel
Barbie Dolls you are interested in selling, please e-mail us list of your
dolls, with the name, price and condition of the dolls (must be NRFB) to firstname.lastname@example.org Any E-mail submitted without prices will not be transferred over to purchasing. We receive many offers of collections for sale and only pass on ones with prices listed. If there is interest in purchasing your collection, images of each doll will be required. You must also have a Paypal account to complete the purchase with Doll Genie. Thank you for understanding.
How much is my doll
We do not appraise Barbie Dolls and
we are not doll experts, unfortunately, we can not answer this question. We
recommend using the internet search engines to research Barbie doll prices.
What is the Magic Carpet Club all about?
We had many requests
from visitors and customers of The Doll Genie web site to add a special
place for them to play games, read and post comments and share images on a
Barbie Message Board and Blog about their collecting experiences, so, we
created our own club. After reviewing all of the suggestions, our amazing
technical team worked their magic and let our Doll Genie out of her bottle
and she's now expanded what we call a Magic Carpet Club. As you will
frequently see, we refer to our club as MCC. The best thing about it is,
it is 100% FREE to register for MCC VIP status! Amazing isn't it? No
annual fees at all! Once you register with your e-mail address and
password, you become a VIP Member and gain access to all of the MCC VIP
Member Exclusive areas of The Doll Genie Web Site.
always have to log in?
important thing to remember is that the only time you can view MCC VIP
Exclusive areas and Play Games, accumulate Barbie Doll Points, Get Extra
Contest Entries, comment on the Message Board is when you are Logged In.
You can always view the Doll Genie and most other pages, but you will be
asked to log in to access restricted areas. Make sure you Log Out before
you shut down.
What is the
Barbie Photo Album?
We have created
this MCC VIP Exclusive area so that Barbie collectors from around the world can
feel free to submit their favorite pictures of their Barbie Dolls. If you have
never seen a Barbie Diorama, you must check these out. Some people are so
gifted to be able to take simple pink plastic Barbie furniture & accessories
and turn it into amazing life like settings that will make you ask - How do
they do that? Our Barbie Video collection consists of all things Barbie from
Live Designer videos to Barbie Commercials. It is well worth joining our club
just for this feature alone!
ENTER TO WIN mean?
Every month The Doll Genie gives away One
FREE Barbie or other Fashion Doll. You can enter the contest once per day. You can also
find BONUS ENTRY TICKETS while you surf through the Doll Genie Web
Site. (Just a tip for you - When You LOG ON and go to enter the
contest and get your FREE Ticket for the drawing.
You can do this every day of the year! An Image of the Barbie Doll Prize will be reset
and posted at the beginning of each month. Drawings for the Barbie
Doll close on the last day of the month and the WINNER will be
announced on the first day of the month.
are the games all about?
likes winning prizes and getting a freebie once in a while right? The
Doll Genie web designers have created 5 games that can be played once a
month. Whatever prizes or bonus discounts you receive are saved in your
account information until the last day of the month. At the end of each
month the database is cleared and all prizes are set to zero if not used.
You begin the next month with a clean slate and can play all 5 games over
again. When you are logged into the MCC VIP you can apply ONE of your
discount/prizes to your online order. Only one discount/prize can be
claimed per order and cannot be combined with any other discounts. If you
play all 5 games and use one discount on an order, you still have more
discounts/prizes available to you until the last day of the month.
Discounts/prizes cannot be applied to previous orders. Once you select a
discount/prize and place it into your shopping cart it is removed from
being able to use again for the month. Please be careful to chose your
discount/prize wisely so you get the most for your money.
Discounts/prizes cannot be used on only Pre-Ordered Barbie Dolls unless
the combined total amount of all items in your shopping cart is higher
than the discount/prize excluding shipping fees. Customer Support
representatives cannot reset or reissue discount/prize mistakes you have
made. These are computer generated and have restrictions. We hope you
play often tell your friends about this special club feature!
How does the Rewards Program work?
You can accumulate Doll Genie Rewards Points with every completed online orders, Winning 2nd or 3rd Prize in the monthly contest or during MCC VIP Game Play. Sometimes you might even get a surprise along with your order for you
to claim extra bonus Rewards the next time you log on. Genie Rewards Points never expire and can be redeemed for Doll Genie Gift Certificates
to be used towards your purchase.
What is the
Doll Genie Blog?
We have a
moderated Barbie Doll Message Board and Blog where we discuss anything
and everything related to Barbie and other Fashion Dolls. We also have
a Monster High and Ever After Dolls Blog, Craft Ideas Blog, Fun Food Blog and
we added a Blog to follow SLY our resident ELF that always finds a way to get
in trouble. Our Blog & News Board is user
friendly and available to collectors of ALL ages. We welcome everyone to submit pictures, dioramas or
suggest videos you want us to share. Register to join our Magic Carpet
Club today - it's FREE to join!