Celebrating Girls and all they can be

Frequently Asked Questions

Basic tips for doll care

What services does the Doll Hospital provide?

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.

How long does a visit to the Doll Hospital usually take?

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.

Does rush delivery make the Doll Hospital visit any shorter?

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.

How can I care for my American Girl doll?

Please visit our Doll Care section, featuring instructions, videos, and advice to ensure your doll's hair and skin are always looking their best.

Battery information

How can I safely dispose of batteries used in my American Girl products?

To find the nearest Household Hazardous Waste Facility, go to www.earth911.com and follow these steps:

  1. Enter your ZIP/postal code in the upper left box
  2. Click GO
  3. Under LOCAL SERVICES, click on HOUSEHOLD HAZARDOUS WASTE
  4. In the HOUSEHOLD HAZARDOUS WASTE box in the middle of the page, click on MERCURY CONTAINING ITEMS
  5. Locate the Household Hazardous Waste (HHW) Facility nearest you

Why should I recycle button cell batteries?

Recycling batteries is a way to reduce the amount of mercury in your local landfill.

What types of button cell batteries are used in American Girl products?

Alkaline-manganese and silver-oxide button cell batteries are typically used.

How do I receive a pre-paid mailing label for button cell batteries?

Please call us at 1-800-360-1861 to receive a mailing label for returning button cell batteries.

Business opportunities

How can I purchase stock in American Girl?

American Girl is a subsidiary of publicly traded Mattel, Inc. Visit www.mattel.com for more information.

Can I enter into a franchise agreement to open up an American Girl store?

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.

Modeling

How can my girl become an American Girl model?

American Girl works with professional modeling agencies only.

Online information

What precautions do you take to ensure that my privacy and security are protected online?

Your privacy and security are a top priority. We use the latest protections to maintain safe transactions and information-sharing. Please review our Privacy Statement and Terms and Conditions for more information.

What technical requirements do you require to enjoy the richest online experience?

Our site requires an Internet-capable computer with a Web browser, JavaScript, cookies, and plug-ins (Adobe Acrobat Reader, Flash, and Shockwave).

Permissions

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.

How do I know what properties are protected?

All printed materials are protected by copyright. See our complete list of trademarks.

Product information

Can I return or exchange something I bought from American Girl?

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.

How do I know which products are age-appropriate for my girl?

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.

How does American Girl ensure products are safe?

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.

How do I submit an idea for a new American Girl product?

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.

How can I be sure my American Girl product is genuine?

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.

How can I purchase American Girl products?

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.

Why are some of the products I wanted to order no longer available?

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.

Visits

Can I purchase American Girl products at the corporate headquarters location?

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.

Where is the American Girl outlet store?

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.

How can I arrange a tour of the American Girl corporate headquarters?

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.

Writer information

How can I submit a manuscript or magazine article to American Girl?

Please review our guidelines for more information. You can also e-mail us or call us 1-608-836-4848, x7026 for information.

How can I learn more about the authors of American Girl books?

The authors of our most popular books are each featured in a special biography section.