FAQs

Online Registration Issues

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. 

How do I change my registration information at the online store?
You can change your registration by clicking on "My Account" from the homepage. Log in and change any information you wish — your log-in name, password, etc. At this time, registration information cannot be deleted online, only updated; please call Customer Service to have your information deleted. 

How do I log out of my account?
Be sure to click the "log out" link in the upper-right corner of 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 website using the "Forgot your username or password?" link.  

Online Store Closures

Are all Mattel-owned websites affected?
No. You will still be able to purchase Barbie® Signature and Hot Wheels® Collectors items directly from Barbie.com and HotWheelsCollectors.com, respectively.

If I purchased prior to 8/16/2018, will my order still be sent?
Yes, all orders placed on or prior to 8/16/2018 will be shipped as initially scheduled.

I have a Mattel Vault membership; will it still be valid? Will I get a refund for my membership?
Unfortunately, the Mattel Vault membership has been discontinued as of 8/17/2018. If your membership is still active after 8/17/2018, please contact customer service for more info.

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.

I have a VIP or Birthday promo code; how do I use it?
The VIP promo code expired on 8/16/2018 with our shift into a digital product catalog. The promo cannot be redeemed after this date.

Can I still sign up for email updates from Mattel brands and Fisher-Price?
Absolutely. We will continue to send email newsletters to our consumers on brand news, events and products. If you haven’t already, sign up for our email newsletter here.

My order was canceled. How can I still purchase this item?
If the order contains HotWheelsCollectors.com* or Barbie® Signature** items, you can still place a new order on these items on our sites (subject to availability) or contact customer service for further assistance. For all other items, we encourage you to place a new order with one of our retail partners that are listed on the product page (subject to availability). All you need to do is click FIND AT RETAIL to see which retailer has the item in stock.

How do I find a local retailer for the product I’m searching for?
Simply go to the product page, click FIND AT RETAIL and scroll down to FIND STORES NEARBY. Enter your city or ZIP Code, and it will return results with stores that carry this item. To confirm availability, we recommend you call the store ahead of time and verify stock before making your visit.

My local retailers don’t offer the bundles or gift sets you offered. How can I purchase a gift set?
Some of our retailers also offer gift sets, although they may include different items. We suggest you visit retailer sites to check out what they may offer individually and as gift sets.

*Hot Wheels® Collectors items will still be available here: https://hotwheelscollectors.mattel.com/shop
**Barbie® Signature items will still be available here: https://barbie.mattel.com/shop/en-us/ba/all-signature-dolls

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 website
  • 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.