General FAQ

How is an original figure made?

From sculpting the character to creating the clothes and accessories, a multi-talented team of artisans participate in every step to make each TONNER® Doll and Character Figure™. In order to answer this question...it would be best to show you! Please visit our blog as well as our YouTube channel to reveal the process by which TONNER® dolls and character figures™ come to life!

What is Tonner's Unconditional Guarantee?

We want every customer to be completely satisfied with their purchase directly from www.tonnerdoll.com or our retail store. If you would like to return an item, you may do so within 30 days of purchase for replacement, credit or refund of 100% of the total purchase price of the items including tax. Please include a copy of your invoice. The item must be in original condition with no signs of wear or damage in original packaging with all accessories to be eligible for return. Shipping and handling charges are non-refundable and we do not accept returns COD. Please allow a minimum of 7-9 business days for your return to be processed. As always, any item purchased from us that is defective will be repaired or replaced at no cost to the consumer (including shipping if we agree it’s defective) provided it is returned with sales receipt within 30 days of purchase. Please note that we retain limited quantities of replacement items for up to two years from the year of a product’s release. We will not be able to replace items later than the second year after the year of an item’s release. Please call our Customer Service center at 1-800-794-2107 (International calls: 845-339-9537) for a Return Authorization # prior to returning the product.

All returns should be sent to:

Tonner Doll Company, Inc.
​Attn: Return Dept. ​
252 Welsh Pool Road
​Exton, PA 19341

Important notice: We ship all items purchased through www.tonnerdoll.com via UPS for all purchases sent to the 48 contiguous US states. UPS does not deliver to post office boxes and imposes a penalty fee for shipments that need to be redirected. There is a notice on the shipping choice page of our checkout advising that post office boxes are not an option for UPS choices. If a customer chooses UPS as their shipping option and causes the system to send to a PO box, or if an address is incorrect and UPS charges a penalty for redirecting the package, a fee of $15.00 will be charged to the customer. Paypal shipping information overrides the shipping information in our system, please be certain to include a physical address in your Paypal information if using Paypal for payment on www.tonnerdoll.com.

How can I order TONNER® products?

When you shop with Tonner, you pick the method that works best for you.

Phone – Order by phone by calling 1-800-794-2107, Monday – Friday, 8:30 am to 5:00 pm EST.
Fax – Fax your completed order to us at 1-845-339-1259.
Mail – Mail your completed order to us at:

PO Box 4410
Kingston, NY 12402
Attn: Customer Service

Or place your order on-line 24 hrs/day, 7 days/week on this website.

What forms of payment do you accept?

We accept MasterCard, Visa, American Express, Discover and PayPal. You must be at least 18 years old to order. Personal checks and money orders should be made out to Tonner® Company Store. Please allow 10 days for personal checks to be processed. Please do not send cash.

Who should I contact if I have questions?

Please visit our Contact page for more information.

What are the shipping options?

Please allow two business days for your order to be processed. We ship most packages via UPS ground so you are assured of fast, reliable service. Depending upon your location, you should receive your purchase within 3 to 7 business days. Two-day UPS service is available for an additional charge. For rush or overnight shipping, please contact our Customer Service department via our Contact page. A small handling charge will be added to UPS Ground, UPS 2nd Day Air and some USPS shipments. Standard Shipping Rates: For shipping cost accuracy TonnerDoll.com is now using UPS Real-Time Shipping Rates.

What is your policy regarding international orders, shipping and handling rates?

Please note that some licensed product have limited distribution. We ship all international orders via USPS Priority Mail. International shipping charges are based on the value of items in your cart and the destination for your shipment. Please note that any additional customs or duty fees encountered are the responsibility of the customer.

Is there sales tax charged on TONNER® products?

Please note that State Sales Tax will be charged if you live in, or are shipping to the following states:

New Jersey
New York


Collector FAQ

My doll doesn't have pierced ears - can I pierce them myself?

Generally, most vinyl fashion dolls do have pierced ears; however, you cannot see them because the hole in the vinyl lobe will close without an earring post in it. During production, the factory does pierce the doll ear lobes, but they may not be visible when you receive your doll. You can easily open the hole by using a push pin (one for a cork bulletin board). Vinyl is very forgiving, and just because a push pin shaft is larger than the earring post, the hole will close firmly around the earring post over time. Heating the head is not needed, nor is it recommended (see below). Please note that hard plastic heads (such as Tiny Betsy) cannot be pierced without cracking the hard plastic.

Can I remove my doll's head?

We do not recommend removing a doll's head for any reason...here's why: Dolls that are strung can have their heads removed by anyone who understands stringing methods in doll-making; hard plastic heads cannot be safely removed without damage to the head. Vinyl doll heads (on dolls that are not strung) rest on a hard plastic knob that is inserted into the neck. In order to assemble the doll during production, the head is heated (vinyl can withstand very high temperatures - but generally heat is controlled as to not melt the highly sensitive saran hair fiber if used in a hair rooting) and then it is placed onto the neck knob. In our Doll Hospital, we remove a doll's head by carefully applying concentrated heat to the head's base, without exposing the saran hair...and then the head is very carefully removed from the knob. Here's where things can go terribly wrong...if the doll's head is overheated, not only is there risk of melting the saran hair, but the fine rooting along the hairline becomes very fragile...and the vinyl can easily split along the hair line when using force to remove the head. Also...if the head has not been heated thoroughly enough, forced removal of the head will also crack the neck at its seams and tear out the neck knob. If the neck knob has come out, it is very difficult to remove from the vinyl head. For this, and many other reasons, we do not recommend or warrant removal of the doll's head.

How can I permanently set my doll's hair?

There are many methods employed by experienced collectors to set synthetic doll hair. During production, hairstyles are individually set on the doll head, and in the case of saran, we use a dry heating method to set the curls. In the case of very tight curls, the saran fiber is heat set before rooting. Because curled hair must withstand the shipping and handling, we must also use a firm-hold alcohol-free hair gel and hair net to preserve the hair style during transit. This being said, Tonner Doll Company does not warrant the alteration or perming methods of a doll's hair style because of the various methods employed, none have truly consistent results. There is no standard 'time' to apply heat to the doll's hair and the time varies greatly depending on the complexity of the style and the amount of hair used on each individual hair curler. Finally, because saran (and most other synthetic hair fibers) is highly sensitive to heat, it is very easy to frizz or melt. Therefore, we cannot recommend or warrant methods to permanently style saran or any synthetic hair fiber.

What does 'Limited Edition', & 'Open Edition' mean?

Several companies have their own definitions for what each of these terms mean. For the Tonner Doll Company, A 'Limited Edition' means that a product is produced only to a specific number. One of the most common misconceptions is that 'Open Editions' are always available...this is not necessarily so. Once the production run has come and gone, there may be a decision to not re-order the product under an 'Open Edition'. Despite an item's popularity, Tonner Doll may not return to an edition after its production run because of popularity achieved well after the production run is planned.

Can I use Tonner Doll Images for a non-retail collector's website?

We allow use of our copyrighted images, trademarks and text for our authorized retailers. We may allow use of our copyrighted images, trademarks and text for collectors' fan websites, PROVIDED THAT, the collector website references our trademarks and copyrights accordingly and state they are not affiliated with Tonner Doll Company. We do not allow use on collector websites if the images are used for selling any Tonner-manufactured products without being an authorized Tonner retailer. We do not allow use of our copyrighted images, trademarks and text for any online auctions (this includes any form of image reference, such as imbedding the image in the auction or creating a hyper link back to another web address where our image is located).

Will Tonner Doll Hospital provide service for my doll if purchased from a source other than a retailer (such as online auctions, other collectors, doll shows)?

We most certainly will! A repair or replacement may require a nominal fee, so you may be contacted for approval of the fee prior to your doll’s return to you...but never hesitate to ask the Doll Hospital for assistance.

Can I buy doll parts from Tonner?

Sorry, but we make it a policy to not sell any doll parts to retailers or collectors.