Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS
ONLINE ACCOUNT INQUIRIES
- What is the benefit of creating an account on your site?
- Why do I need a password when I create an account?
- How do I make changes to my account information?
- How do I log out of my account?
- I forgot my password! What should I do?
- How do I delete My Account?
PLACING AN ORDER
- Is the online store shopping area secure?
- What forms of payment do you accept?
- Do you offer a financing option?
- Can I purchase gift cards?
- What kind of sales tax do I have to pay when I order?
- Can I bill my order to an international address?
- Can I place my order by phone?
- Can I email my order?
- Are there special savings available for online orders?
- What if an item I ordered is not in stock?
- I had an item in my shopping cart, but when I went to check out, it was removed, and the item is now sold out. What happened?
SHIPPING
- What are your shipping options and prices?
- Can I send items to more than one shipping address?
- Do you offer international shipping?
- I have a pre-order item purchased – Do I have to wait for my other items?
CHANGING AN ORDER / ORDER CANCELLATIONS
- How do I change or cancel an order?
- My order was canceled. Why are the charges still showing up on my account?
ORDER STATUS
- How do I know whether you’ve received my order?
- Why haven’t I received my order confirmation?
- How long does it take to process an order and receive my package?
- How do I check on the status of my order?
RETURNS
- How do I return or exchange something I purchased?
- My return is in multiple boxes. How many mailing labels do I need?
- Can I track my package if I use your return label?
- What happens if I want to exchange an item that is sold out or no longer available?
- How long will it take to process my return or exchange?
MADE-TO-ORDER ITEMS
- Can I return/exchange my made-to-order item?
- Can I get a refund on my made-to-order item?
- Is international shipping available for made-to-order items?
- Is expedited shipping available on made-to-order items?
- What are the shipping prices for Made-To-Order items?
- I received a wrong/damaged/defective made-to-order-item, what should I do?
- When will I get my made-to-order item?
- Made to Order - TOYS
TECHNICAL HELP
SITE POLICIES & INFO
Online Account Inquiries
What is the benefit of creating an account on your site?Creating an account makes the checkout process much faster for future purchases – you won’t be prompted to enter your billing and shipping information each time you shop. To get started, click on Sign In at the top of the page.
Why do I need a password when I create an account?
Your password is an extra level of security for the private information you give us, and will help protect against any unauthorized changes to your account after you complete the registration process.
How do I make changes to my account information?
You can change your information by clicking on Sign In at the top of the page. Log in to update your billing or shipping information, and more.
How do I log out of my account?
Click on “Account” in the upper-right corner of your screen. You will then be able to select “Sign Out.”
I forgot my password! What should I do?
On the Log In page, click on “Forgot your password?”. You will be given instructions and asked to enter your email address. Please do not call Customer Service to obtain your password. It can only be reset through the website using the "Forgot your password?" link.
How do I delete My Account?
You can delete your personal information you shared with Mattel by visiting the Mattel Privacy Choice Portal. Read our Privacy Statement for full details on how we use your information and your choices.
Placing an Order
Is the online store shopping area secure?For your security, we use the industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted. Please see the online store Privacy Policy and Terms and Conditions for more information.
What forms of payment do you accept?
We accept Visa and MasterCard credit cards as well as Shop Pay. You must be 18 or older to order. We cannot accept money orders, purchase orders, cash, or checks for online orders.
Do you offer a financing option?
Yes. Through Shop Pay you can split your purchase into installment payments with no additional, hidden, or late fees. Learn more about this option at Shop Pay.
Can I purchase gift cards?
We do not offer gift cards at this time.
What kind of sales tax do I have to pay when I order?
Any applicable state and local taxes will appear in your order during checkout.
Can I bill my order to an international address?
Your billing address can be located in the 50 United States, the District of Columbia, territories of the United States, Canada, or any of the countries listed in the “Country” field that appears on the shipping page of your checkout process. All prices are shown in U.S. dollars (USD).
Can I place my order by phone?
We cannot accept orders via phone. All orders must be placed online.
Can I email my order?
We cannot accept orders via email. Sending personal information, especially your credit card, through email is not safe or secure, and this method should not be used.
Are there special savings available for online orders?
We occasionally run online specials and promotions. Check back often or sign up for email notifications for these events!
What if an item I ordered is not in stock?
We'll inform you if an item is out of stock and no longer available. If no longer available, you will be refunded for the item. If an item is back-ordered, it will be shipped as soon as it becomes available. You will not be charged for any additional shipping fees for orders that involve multiple shipments due to an item being back-ordered.
I had an item in my shopping cart, but when I went to check out, it was removed, and the item is now sold out. What happened?
Like many other online shopping sites, we utilize a virtual shopping cart in which items may be placed prior to check out. Items may be held in the shopping cart, but are not guaranteed to be available for purchase until the checkout process has been completed. An item is only guaranteed once the order is completely processed and you receive an order number on your confirmation page or in your confirmation email.
Shipping
What are your shipping options and prices?Shipping timelines vary based on country and shipping method. Please see our Shipping page for additional details.
Can I send items to more than one shipping address?
To ship items to more than one address, please create a separate order for each shipping address.
Do you offer international shipping?
Yes, international shipping is available to any of the countries listed in the “Country” field that appears on the shipping page of your checkout process. Please note that shipping timelines may vary. For more information, visit our Shipping page.
I have a pre-order item purchased – Do I have to wait for my other items?
Mixed carts containing both available, and pre-order items, will be shipped separately. All available inventory will be fulfilled, with the pre-order item(s) fulfilled by their future ship date.
Changing an Order / Order Cancellations
How do I change or cancel an order?Once an order is submitted, it cannot be changed or canceled. For details on initiating a return, please see our Returns page.
My order was canceled. Why are the charges still showing up on my account?
All credit holds for canceled orders will clear from your credit card within 7 – 10 business days.
Order Status
How do I know whether you’ve received my order?You will receive an order number on your screen after submitting your order. You will also receive a confirmation email. We suggest you print this screen for future reference. You should receive an email confirmation within two hours of placing your order.
Why haven’t I received my order confirmation?
In order to receive an email confirmation, you must submit a complete, accurate email address with your online order.
How long does it take to process an order and receive my package?
Our goal is to ship your order as quickly as possible – subject to availability, receipt of payment, and credit authorization. We’ll inform you if an item is out of stock. If an item is back-ordered or on pre-order, it will be shipped as soon as it becomes available.
How do I check on the status of my order?
Please note that it may take up to 24 hours for new order information to appear online.
Returns
How do I return or exchange something I purchased?If you have questions, or need assistance with a return, please reach out to us with our contact us form. Please note that orders shipped to an international address are not eligible for return.
My return is in multiple boxes. How many mailing labels do I need?
Each box requires a separate label. Please add a label to each box.
Can I track my package if I use your return label?
If you would like to track your return, copy the tracking number on your label. Packages can be tracked at FedEx.com.
What happens if I want to exchange an item that is sold out or no longer available?
We will offer a refund for the purchase price plus applicable sales tax of the item(s) being returned. Shipping and processing fees are non-refundable. (Non-returnable and non-exchangeable items are expressly noted.)
How long will it take to process my return or exchange?
Please allow a minimum of 3 – 4 weeks for your request to be processed once it has been received.
Made-to-Order Items
Can I return/exchange my made-to-order item?Made-to-order items are final sale and not eligible for returns or exchanges.
Can I get a refund on my made-to-order item?
Made-to-order items are final sale and not eligible for returns or exchanges.
Is international shipping available for made-to-order items?
Please review our Shipping rates and policy.
Is expedited shipping available on made-to-order items?
At this time, expedited shipping is not available for made-to-order items.
I received a wrong/damaged/defective made-to-order-item, what should I do?
For damaged/defective made-to-order items, please contact us for assistance with initiating a return.
When will I get my made-to-order item?
It can take 3–7 business days to prepare a made-to-order item, after which it’s shipped out. The shipping time depends on your location but can be estimated as 3-4 business days. You will receive an email with a tracking number once your made-to-order item has shipped.
Made-to-Order Toys
Can I return/exchange my made-to-order toy?Made-to-order toys are final sale and not eligible for returns or exchanges.
Can I get a refund on my made-to-order toy?
Made-to-order toys are final sale and not eligible for returns or exchanges.
Is international shipping available for made-to-order toys?
Please review our Shipping Rates Policy [https://creations.mattel.com/pages/shipping-rates-policy] for your country.
Is expedited shipping available on made-to-order toys?
While expedited shipping is available, choosing an expedited shipping option does NOT reduce production time of your made-to-order toy. The made-to-order toy will ship via your chosen option after it’s been produced.
What are the shipping prices for made-to-order toys?
Made-to-order toys fall under our standard Shipping Rates Policy. Separate shipping fees apply if additional non-made-to-order items are included in the order.
I received a wrong/damaged/defective made-to-order toy, what should I do?
For damaged/defective made-to-order items, please contact us for assistance with initiating a return.
When will I get my made-to-order toy?
A made-to-order toy’s expected ship date will be displayed on the item’s product page and may be up to a year from your order date.
What if my address has changed?
You will be notified before your made-to-order toy ships and provided with instructions if you need to update your shipping address. To ensure delivery of your package, shipping addresses can only be changed prior to ship date.
It’s been a month since the expected ship date, what now?
If the expected shipping date changes, and the revised date is more than 30 days after the original expected shipment date, you’ll be notified of the new expected shipping date with the opportunity to cancel your order and request a refund if desired.
Can I change or cancel my order at any time?
All made-to-order items are final sale. We work hard to ensure that all orders are processed and delivered as soon as possible. In the case you wish to make any changes, you can reach out to us. Changes can only be made prior to ship date. Once we begin processing your order, no changes can be made.
I am having technical issues on your site. What should I do?
We recommend you clear your browser history (cache/cookies). Once you've done this, close your browser, reopen it, and try again. If you are still experiencing problems, please contact us with the following information:
- The device you are using (e.g. PC, Macintosh, iPhone 11, Galaxy S21).
- The operating system and version (e.g. Windows 10, Mac, iOs 14.6, Android 11).
- The web browser you are using (e.g. Internet Explorer, Safari, Firefox, Chrome, etc.), including the browser version number.
- The date of your visit to the website.
- The specific error message you saw, if any.
- A detailed description of what happened.
Site Policies & Info
How do I contact Customer Service?Please see our Contact Us page.
How does Mattel protect my personal information?
Please review our Privacy Statement.Technical Help
