Frequently Asked Questions

Online Account Enquiries

1. 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.

2. 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.

3. How do I make changes to my account information?

You can change your information by clicking on My Account/Sign In at the top of the page. Log in to update your billing or shipping information, and more.

4. How do I log out of my account?

Click on your “Account” in the upper-right corner of your screen. You will then be able to select “Sign Out.”

5. I forgot my password! What should I do?

On the Sign In page, click on "Forgot 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 password?" link.

6. 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

1. 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.

2. What forms of payment do you accept?

We accept Visa, MasterCard, American Express, Maestro, Shop Pay, Apple Pay and PayPal.

3. Can I purchase gift cards?

A Gift Card option is coming soon.

4. Can I place my order by phone?

We cannot accept orders via phone. All orders must be placed online.

5. 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.

6. 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.

Shipping

1. What are your shipping options and prices?

Please see our Shipping page for details.

2. 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 cancelation

1. 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. See our Returns page for details.

Order Status

1. How do I know whether you’ve received my order?

You will receive a confirmation email when your order is placed. You should receive this confirmation within one to two hours of placing your order.
You can also check the Order History in your account or our Order Status Page for details.

2. Why haven’t I received my order confirmation?

Please verify the email address used at checkout and check your spam/junk folders. If you still have questions, please see our Contact Us page.

3. How long does it take to process an order and receive my package?

Please see our Shipping page for details.

4. How do I check on the status of my order?

Please see our Order Status Page for details.

5. My item(s) are damaged/defective. What should I do?

Please see our Returns page for details.

6. My order is missing an item(s). What should I do?

Please see our Contact Us page.

7. I have not received my order. What should I do?

Please see our Order Status Page to track your order. If you still have not received your order, please Contact Us.

Returns

1. How do I return something I purchased?

We only accept returns for items purchased directly from mattel.com. Please return all other items to the original place of purchase.
All returns are monitored.
Your item(s) must be in the condition received and in the complete original box and/or packaging.

You can log into your account and start the return process from the order in your Order History. Or click here to start the return process.

2. My return is in multiple boxes. How many mailing labels do I need?

Each return will provide you with the number of labels required.

3. 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 with your local carrier.

4. What happens if I want to exchange an item that is sold out or no longer available?

Regrettably we are not able to exchange items. If you would like to return the item, we can only offer you a refund.

5. How long will it take to process my return?

Please allow 3-5 days your request to be processed once it has been received.

Technical Help

1. I am having difficulty navigating 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.