FAQ

Online Account Inquiries

What is the benefit of creating an account on your site?
The Mattel Shop is part of our Mattel family of brands sites. Create an account to easily log in to any of our Mattel family of brands sites.

Creating an account also 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 / Register” 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 / Register.” Log in to update your billing or shipping information, password, and more by using the “Edit” links.

How do I log out of my account?
Be sure to click on your name 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 “Sign In / Register” 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?
We can help you delete your account. Contact us here to make the request. 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, MasterCard, American Express, and Discover credit cards. You must be at least 18 years old to order. We cannot accept money orders, purchase orders, cash, or checks for online orders.

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?
If your order is shipped to California, Colorado, Illinois, Indiana, Michigan, New Jersey, New York, North Carolina, Oklahoma, Pennsylvania, Texas, Washington, or Wisconsin, you will pay the appropriate state sales tax and any applicable local taxes.

Can I bill my order to an international address?
Your billing address can be located in the 50 United States, the District of Columbia, and territories of the United States, Canada, and any of the countries listed here (“eligible billing and shipping addresses”). All prices on the Mattel Shop are shown in U.S. dollars (USD). If you require assistance, please contact us.

Can I email my order?
We're sorry. 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.

Can I place my order by phone?
You may order by phone for most Mattel Shop items that are available for purchase. To place your order by phone, put items in your shopping cart as you browse the online store, view the contents of your shopping cart, and with this screen in front of you, call our toll-free number, 800-747-8697.

Can I place my order by mail?
You may order by mail for most Mattel Shop items that are available for purchase.

To mail an order, print your Shopping Cart, include your name and address, and mail it with your check or money order (payable to Mattel Direct, Inc.) to Mattel Family of Brands, Mail Order Processing Department, 636 Girard Ave., East Aurora, NY 14052.

Please note that personal checks sent to us for payment may be cleared electronically. Most financial institutions post these electronic transactions on your statement and no longer return the check to you. Checks returned for insufficient or uncollected funds may be collected electronically. Please do not send cash or purchase orders. We do not accept mail orders from any country outside of the U.S.

Will my items look exactly as pictured?
In an effort to provide the best products possible, we periodically make product modifications. Actual products may not be identical to items pictured.

Are the measurements exact?
All measurements are approximate.

Can I have my items gift wrapped?
Yes, gift wrapping is available for some items on our website. Packages are attractively wrapped in pretty paper with a satin ribbon. We’ll gift wrap your purchase for $6 per item unless otherwise noted. To gift wrap an item or add a personalized gift message, select “Show me gifting options” during checkout (if available).

Are there any special savings available when you purchase at the online store?
Currently the online store offers some special offers and savings on discontinued items (check our Sale or Clearance section). Special offers and discounts cannot be applied to previous purchases. No substitutions, please. Promotional or sale items are available while supplies last. We reserve the right to limit quantities. Availability and prices are subject to change.

What if an item I ordered is not in stock?
Any item that is not currently in stock will be shipped to you when it becomes available. You will not be charged until your item is shipped. You will also not be charged for any additional shipping fees for orders that involve multiple shipments.

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, the Mattel Shop utilizes 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 a confirmation response is received.

Shipping

What are your shipping options and prices?
Please see our Shipping page for 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.

Changing an Order / Order Cancellations

How do I change or cancel an order?
Once an order is submitted, it cannot be changed or canceled. All orders, however, may be returned. (Non-returnable items are expressly noted.) See our Returns page for details.

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. We suggest you print this screen for future reference. You should receive an email confirmation within two hours of placing your order. Please do not call to check on your order status before two hours have passed. Our order system needs some time to process the information you send us, and our operators cannot access that information before the system is ready.

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.

In addition to receiving a confirmation email and an email notifying you when your order has shipped, you can view the status of your order using the Order Status page.

How do I check on the status of my order?
Click here to check the status of your 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 from the Mattel Shop?
Please see our Returns page for details.

I live outside the U.S. How do I return an item(s)?
If you require assistance with a return, please contact us.

My return is in multiple boxes. How many mailing labels do I need?
Each box requires a separate label with a unique tracking number. Please generate a label for 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.

Other

I purchased a Gift Card at Costco. Can I still use it?
If you have unused Mattel gift cards, they can still be redeemed on HotWheelsCollectors.com and Barbie® Signature items after 8/16/2018. Should you prefer a refund on your remaining balance, please contact Customer Service.

How do I contact Customer Service?

Please see our Contact Us page

Technical Help

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 type of computer you are using (PC or Macintosh)
  • The operating system and version (Windows 7/8/NT/2000/Me/XP, Mac)
  • The web browser you are using (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.

Technical Help

How do I contact Customer Service®?
Please see our Contact Us page.

How does Mattel protect my personal information?
Review our Privacy Statement for full details on how we use your information.