FAQ

Online Registration Issues

Can I register at the online store?

To make your shopping experiences quick and easy, you can register your billing and shipping information beginning on the My Account page. The information is gathered in a secure environment. 

Why do I need a password when I register at the online store?

Your password is an extra level of security for the private information you give us. 

Do I have to register at the online store?

No, you don't have to register. The advantage of registering is that it 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.

How do I change my registration information at the online store?

You can change your registration by clicking on "My Account" from the online store home page. Log in and change any information you wish – your credit card, billing address, log-in name, password, stored shipping addresses, etc. At this time, registration information cannot be deleted online, only updated; please call Customer Service to have your information deleted.  However, you can delete credit card information and unused shipping.  

How do I log out of my account?

Be sure to click the "log out" link in the upper right corner of your screen, either at the end of the checkout process or on the My Account page.  

I forgot my password! What should I do?

On the My Account page, select the "Forgot Password?" link.  You will be given instructions and asked to enter your e-mail address.  Please do not call Customer Service to obtain your username or password. They can only be obtained through the Web site using the "Forgot your username or password?" link.  

Online Shopping Issues

How do I shop at the online store?

Shopping for the products you love has never been easier – or more convenient! Just visit the online store home page. There you can choose the brands you'd like to browse, or search the site using a product code or general description to locate a particular item. Each product is featured on a page within the online store. When you see an item you want to purchase, click "Add to Cart." To create a Wish List, click "Add to Wish List." You may also transfer items from your Wish List to your shopping cart. 

Placing an Order

The web site is busy. Can I e-mail my order?

We're sorry. We cannot accept orders via e-mail. Sending personal information, especially your credit card, through e-mail is not safe or secure and should not be used. If you need to place an order and can't access the online store, please call the toll-free number at 800-747-8697, on Monday through Friday 9a.m. – 6p.m. Eastern Time. Holiday hours may vary.

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.

I'm nervous about actually placing my order online. Are there alternate options for ordering our products?

Certainly! 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. Or, 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 Canada.

How do I change an order?

Once an order is submitted through the online store, it cannot be changed. All orders, however, may be returned. Follow the instructions on the back of the packing slip enclosed with your order. Allow a minimum of two business days for your request to be processed once it has been received.  Refunds are issued for the purchase price of the items returned. If we cannot determine the purchase price, a refund is issued at the current price. Refunds are offered for products no longer available. Shipping and processing charges are not refunded. We do not accept returns COD.

Can I have my items gift wrapped?

Gift wrapping is unavailable at this time.

How long does it take to process an online order?

Our goal is to ship your order as quickly as possible subject to availability, receipt of payment and credit authorization. If you have not received an e-mail confirmation from the online store within two hours of placing your order, please e-mail us at service@mattelshop.com. In order for us to provide the best customer service, please include your full name and zip code in your e-mail. 

You can view the status of your credit card order and track the packages that have shipped using the order status feature at the bottom of any page in the online store. For questions about an order already placed, e-mail us at service@mattelshop.com. Please include your name, address, phone number, order number, and the details of your request. You can also call or write us.  

Call Us: 800-747-8697 on Monday through Friday from 9a.m. – 6p.m. Eastern Time. Holiday hours may vary

Write to Us:

Consumer Services
636 Girard Ave
East Aurora, NY 14052

We welcome your comments and questions. All comments become the full and sole property of the Mattel.

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.

What forms of payment do you accept at the online store?

We accept Visa, MasterCard, PayPal and American Express. You must be at least 18 years old to order. We cannot accept money orders, cash, or checks.

What kind of sales tax do I have to pay when I shop at the online store?

If your online store order is shipped to California, Colorado, New York, Pennsylvania, Wisconsin or Texas, you will pay the appropriate state sales tax and any applicable local taxes.

What are your shipping options and prices?

Shipping and processing fees are based on your order total (excluding taxes) and include the cost of processing your order, handling and packaging your products, and delivering them to you and/or designated recipients. The minimum shipping rate is $9.95, and rush shipping is available for most items and addresses (except APOs/FPOs) for an additional cost. Delivery dates are estimates only. Delivery calculation starts on the first business day after the order is placed (business days are Monday through Friday, not including holidays).  Use guaranteed rush shipping to ensure arrival by a specific date. Rush shipping is not available on some large items. When noted, an additional surcharge of $10 - $20 will be incurred for rush shipping of bulky or heavy items. We'll inform you if an item is out of stock, and if an item is back-ordered, it will be shipped as soon as it becomes available. In most cases we ship to P.O. boxes, APO/FPOs, U.S. territories, Alaska and Hawaii via U.S. Postal Service.

What are my options when shipping to Canada?

We offer two shipping options to Canada. All packages are delivered by Canada Post. The standard shipping rates are the same as those for U.S. orders with a $10 shipping surcharge added. We offer an “Express” shipping option for an additional $10 over the total standard shipping charges. This option will result in your order arriving approximately 2 days faster than an order with standard shipping. We are unable to guarantee an exact delivery date. Shipments to Canada are also subject to Canada Delivery fees, which are costs paid through a customs broker to allow delivery to your door. No other payment will be required to accept delivery of your order.

What are Canada Delivery Fees?

Canada Delivery fees are costs paid through a customs broker to allow delivery to your door. They are comprised of applicable duties, taxes and brokerage fees.

Is the package identified as coming from Mattel Shop?

For safety and legal reasons, our company name appears on our shipping boxes. Please keep this in mind when selecting your shipping destination. We would not want to unintentionally spoil a surprise!

Can I have an order shipped outside the U.S. and Canada?

We can ship to any of the countries listed here (“eligible billing and shipping addresses”). If you have an eligible billing address but not an eligible shipping address, you, at your sole cost and sole risk, may engage a third-party shipper at an eligible shipping address to receive and forward physical items shipped by us, provided that the third-party shipper does not forward the items to a Prohibited Country (Cuba, Iran, North Korea, Syria, Sudan, and Crimea Region of Ukraine). The countries included as Prohibited Countries may be modified by Mattel in its sole discretion. You are responsible for any applicable taxes and duties on all items and services purchased by you.

Can I ship to APO/FPO addresses through the online store?

Yes, you may have any item shipped to an APO/FPO address unless the product description for that item tells you it cannot be shipped to an APO/FPO address. There are only a few items that we are unable to ship to APO/FPO addresses. Please read the product descriptions carefully for details. Sorry, rush shipping is not available to APO/FPO addresses.

Can I bill to an international address at the online store?

We bill and ship exclusively to the U.S., Canada and those countries listed under "Countries Available" on our "Shipping" page. If you require assistance, please call 800-747-8697 from within the U.S. or Canada or 201-443-1091 from outside the U.S. or Canada, Monday through Friday from 9 a.m. – 6 p.m. Eastern Time. Holiday hours may vary.

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.

I'm unclear if you've received my online store order. Will you let me know if it's been received?

You will receive an order number on screen after submitting your order.  We suggest you print this screen for future reference. You should receive an initial e-mail confirmation within five minutes of placing your order. A detailed e-mail confirmation, including items ordered, shipping addresses, and order total will be sent within two hours of placing your order. 

Please do not call to check 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. Please note: the last thing we want to do is ruin a surprise, so please be aware that the detailed e-mail confirmation you receive will include a comprehensive summary of your order. If there's a chance your gift recipient might see this e-mail confirmation we encourage you to please take the necessary precautions to keep the secret!

I have already placed an order. When will I receive it?

The order/shipping status of purchases made using a credit card may be tracked online. Simply go to Order Status at the bottom of any page in the online stores and follow the directions. If you have a question about your order, please call our toll-free customer service number: 800-747-8697, on Monday through Friday from 9a.m. – 6p.m. Eastern Time. Holiday hours may vary.

My order was canceled. Why are the charges still showing up on my account?

All credit holds for canceled orders will clear from your PayPal account or credit card within 7 – 10 business days.

How do I return or exchange something I purchased from Mattel Shop?

If for any reason you're not completely satisfied with your purchase from mattelshop.com, you may return your selection with original proof of purchase for an immediate refund (minus shipping and processing) within 30 days of receipt. Non-returnable items are expressly noted. Follow the instructions on the back of the packing slip enclosed with your order or see our Returns page.

Returns & Exchanges

Follow the instructions on the back of the packing slip enclosed with your order. Please allow a minimum of 3 - 4 weeks for your request to be processed once it has been received.

Mattel Gift Cards

How do I purchase a gift card for The Mattel Family of Brands?

Gift cards are available for purchase at Costco (check local stores for availability).

Where are The Mattel Family of Brands gift cards accepted?

Mattel gift cards may be redeemed at fisherprice.com/shop, barbie.com, hotwheels.com and mattelshop.com, by phone at 800-747-8697, and on mail orders. Mattel gift cards are not accepted at other retailers, including Barbie Signature, Mattel Vault and Hotwheelscollectors.com.

How do I redeem a gift card at fisherprice/shop.com, barbie.com, hotwheels.com and mattelshop.com?

Shop our site to find the items you wish to purchase and add them to your shopping bag. On the shopping bag page, click Checkout. On the Select Payment page under Select Payment Method, choose Gift Card. Enter the gift card number and PIN (the 4-digit number located on the back of your gift card) and click Apply. If the balance available on your gift card is less than the total cost of your order, you will be asked to provide an additional form of payment. Gift cards are subject to the Mattel gift card Terms & Conditions listed on the back of each card. You may use up to 10 Mattel gift cards for payment; to use more, you will need to place a separate order.

Do dormancy fees apply to The Mattel Family of Brands gift cards?

Dormancy fees do not apply to balances on gift cards issued by Mattel. Any unused balance remains on the gift card until spent.

How can I check balances on The Mattel Family of Brands gift cards?

To check your available balance, visit: fisherprice.com/shop/checkbalance, barbie.com/checkbalance, hotwheels.com/checkbalance, or mattelshop.com/checkbalance.

What can I do if my gift card is lost, stolen, or damaged?

Please protect your card like cash. Mattel is not responsible for replacing lost, stolen, or damaged cards.

Do I need to keep my gift card after I've used it?

Yes, it’s important to keep your gift card even if there is no value left on it. Funds may still remain on your gift card if we cannot fulfill all or part of your order and do not charge your gift card account, or if we cancel all or part of your order and do not charge your gift card. In either of these cases, you will need both the gift card number and the PIN to place a new order.

Does Mattel offer electronic gift cards?

No, Mattel does not offer electronic gift cards at this time.

Other

How do I contact Customer Service®?

Please see our Contact Us page

General Technical Issues

How can I get additional feedback on my technical problem? If the information provided here does not answer your particular question, please e-mail us at service@mattelshop.com. To help us determine the source of your problem, please provide the following information in your e-mail
  • 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 web site
  • The specific error message you saw, if any
  • A detailed description of what happened
  • Your e-mail address or phone number, indicating a preference for how you would like to be contacted

Our friendly customer service representatives should be in touch with you within 48 hours. However, response times may vary depending on the volume of e-mail. If you need immediate responses, please call the toll-free customer service number: 800-747-8697, on Monday through Friday 9a.m. – 6p.m. Eastern Time. Holiday hours may vary.