Frequently Asked Questions
Basic tips for doll care
Please visit our Doll Hospital welcome page for details.
At the Doll Hospital, "major surgery" services include reattachment of both head and limbs or head, limb, or body replacement. We also offer a "wellness visit" featuring doll cleaning, hairstyling, and cord inspection. This service is included for any repair performed at the Doll Hospital. Sorry, we only treat American Girl dolls.
Due to safety concerns, if you want to admit a doll that has been contaminated with body fluids or other biohazards, please call Customer Service at 1-800-360-1861 to discuss your options.
Recuperation takes approximately two weeks from the date of admission for the patient to return home. Because of the high volume of patients sent in December, we recommend that any doll who needs to be home in time for Christmas be shipped to American Girl no later than the week of Thanksgiving.
Dolls are repaired in the order in which they are received. If you choose rush shipping for the return of your doll, you will receive her more quickly than via standard shipping.
Please visit our Doll Care section, featuring instructions, videos, and advice to ensure your doll's hair and skin are always looking their best.
To find the nearest Household Hazardous Waste Facility, go to www.earth911.com and follow these steps:
- Enter your ZIP/postal code in the upper left box
- Click GO
- Under LOCAL SERVICES, click on HOUSEHOLD HAZARDOUS WASTE
- In the HOUSEHOLD HAZARDOUS WASTE box in the middle of the page, click on MERCURY CONTAINING ITEMS
- Locate the Household Hazardous Waste (HHW) Facility nearest you
Recycling batteries is a way to reduce the amount of mercury in your local landfill.
Alkaline-manganese and silver-oxide button cell batteries are typically used.
Please call us at 1-800-360-1861 to receive a mailing label for returning button cell batteries.
American Girl is a subsidiary of publicly traded Mattel, Inc. Visit www.mattel.com for more information.
American Girl retail stores are not available for franchise.
Madison Children's Museum Annual Benefit Sale
What is the American Girl Benefit Sale for Madison Children's Museum & American Girl's Fund for Children?
Each year, American Girl donates overstock and returned merchandise to Madison Children's Museum, whose volunteers prepare the products for an annual sale. Since American Girl initiated this unique partnership in 1988, the sale has raised more than $18 million. It attracts more than 5,000 shoppers per year from around the country. Call 1-608-256-6445 or visit www.madisonchildrensmuseum.org for more information.
American Girl works with professional modeling agencies only.
How do I request permission to use editorial content and other protected properties like images, names, and logos?
All requests to use American Girl's intellectual property must be in writing, so please e-mail us with your specific request.
All printed materials are protected by copyright. See our complete list of trademarks.
We offer a 100% guarantee on all American Girl merchandise. If you are not completely delighted with your purchase, please return it for an immediate exchange, credit, or refund of the product purchase price. Just follow these simple steps to complete the return process.
Every American Girl product is labled with an age-grading icon to ensure your purchase is appropriate to the age of the recipient. Age-grading information is also available on our Web site's e-commerce product pages and in our catalogues. Age-grading is determined by which developmental stage the product is most appropriate for.
Our priority is the safety of the children who play with our toys, and American Girl has some of the most rigorous quality and safety testing in the toy industry. We monitor all of our vendors and demand testing results for all of our products to ensure that they meet or exceed US Federal Safety Requirements.
In addition, our products are continually monitored by our internal Product Integrity Group, as well as an independent monitoring program to ensure objective checks and balances to evaluate compliance to our stringent standards. If any problems are discovered, we are committed to taking prompt, responsible corrective action.
Unfortunately, we cannot legally use specific ideas or designs submitted by people outside the company. All new products are conceived and designed by an in-house design and development team. For more information about our policy, e-mail us or call 1-608-836-4848, x7026.
You can be certain your product is authentic if purchased at americangirl.com, in one of our retail stores, or through our catalogue. American Girl also distributes print products and small gift items through well-known, reputable booksellers and retailers nationwide. If your product was purchased elsewhere, we cannot guarantee that it is genuine.
You can buy genuine American Girl products in a variety of convenient ways: at americangirl.com; at any of our nationwide retail locations; at our outlet store in Oshkosh, Wisconsin; and through our catalogue. You can also call 800-360-1861 to place an order. Please note that we do not sell American Girl products at our corporate headquarters location.
Like every company, American Girl is constantly revitalizing our products to best meet the needs of our customers and our business. While some items are discontinued, many other products are added to keep American Girl interesting and engaging, and to celebrate who girls are today.
The American Girl headquarters in Middleton, Wisconsin, are primarily office and warehouse facilities. We do not sell American Girl dolls or accessories, although some of our products are on display in the lobby.
However, if you visit one of our retail locations, you can explore a wide selection of our products and enjoy all of the experiences and events that we offer.
Officially called American Girl, it is an outlet store in Oshkosh, Wisconsin, that carries American Girl magazine and high-quality overstock and seconds of American Girl clothing, books, doll outfits, and accessories.
American Girl is located in the Outlet Shoppes at Oshkosh on US41 and Highway 44, just across the road from the EAA Air Museum at Suite A30, 3001 South Washburn Street, Oshkosh, Wisconsin 54904 (phone: 1-920-303-2222).
Outlet store hours: Open Monday–Saturday, 10 a.m. to 8 p.m.; and Sunday, 11 a.m. to 6 p.m. (closed Thanksgiving, Christmas, and Easter)
The outlet store accepts American Express, Discover, MasterCard, and Visa credit cards. American Girl gift certificates may be redeemed at the outlet store.
The outlet store accepts returns only on items purchased at the outlet. All refunds will be based on the price listed on the customer's receipt or the current selling price if a receipt is not available. The outlet store does not offer gift-wrapping or gift boxes.
American Girl does not provide tours of its facilities. However, our visitor lobby features our most popular products, which can be viewed during regular business hours.
The authors of our most popular books are each featured in a special biography section.