No, you can place an online order without creating an account. The advantage of creating an account 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. If you choose to register, we recommend you print your registration page to use for future reference and note your username and password in a secure location.
You can change your account information by clicking on Login/Register. Log in and change any information you wish—your credit card, billing address, log-in name, password, stored shipping addresses, etc. You can also delete credit card information and unused shipping addresses.
On the My Account page, click the “Forgot your password?” link. You will be given instructions and asked to enter your e-mail address. Please do not call Customer Service to obtain your password. It can only be obtained through the website using the “Forgot your password?” link.
Yes, we are committed to providing you a secure shopping experience. For your security, we use the industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted. We encrypt your credit card number and personal information using Verisign’s Secure Server ID, which enables secure communications. Please see the American Girl website Privacy Statement and Terms and Conditions for more information.
We’re sorry that we cannot accept orders via e-mail. Sending personal information, especially your payment information, in an e-mail is not safe or secure and should not be done. If you need to place an order and cannot access the American Girl website, please call our toll-free number at 800-845-0005 between 7:00 a.m. and 10:00 p.m., Central Time; holiday and summer hours subject to change.
We accept MasterCard, American Express, Visa, Discover/Novus, merchandise credits, and American Girl gift cards. You must be at least 18 years old to order. We do not accept money orders, cash, or checks for orders placed online.
If your website order is shipped to Arizona, California, Colorado, Florida, Georgia, Illinois, Kansas, Massachusetts, Minnesota, Missouri, New York, North Carolina, Ohio, Tennessee, Texas, Virginia, Washington, or Wisconsin, you will pay any applicable state and local sales tax.
You will receive an order number on screen after submitting your order. We suggest you print this screen for future reference. To receive a confirmation of your order, you must include your e-mail address in the checkout process and check the e-mail confirmation box. Please be sure to provide your full e-mail address, without spaces. You will normally receive an initial e-mail within five minutes of placing your order, although during busy periods, e-mail confirmations may be delayed. A detailed 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 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 is a chance your gift recipient might see this e-mail confirmation, we encourage you to take the necessary precautions to keep the secret!
Our goal is to ship your order as quickly as possible, subject to availability, receipt of payment, and credit card authorization. If you have not received an e-mail confirmation from the American Girl website within two hours of placing your order, please e-mail us at email@example.com. In order for us to provide the best customer service, please include your full name and ZIP code in your e-mail.
Actual products may not be identical to items shown. All measurements are approximate. Unless noted, dolls, outfits, and accessories are sold separately. When My American Girl® dolls are shipped, their hair may be in a ponytail and not styled as shown in the catalogue or on the website.
Any item that is not currently in stock will be shipped to you when it becomes available. You will not be charged until your item is prepared to ship; however, a hold may be placed on the funds to cover the backordered item. You will also not be charged for any additional shipping fees.
Web-only specials are offered periodically throughout the year. You may register with your e-mail address to receive information about these promotions. 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 or refuse orders.
You may purchase multiple quantities of products. We reserve the right to limit quantities or refuse orders and will notify you when that is the case. At this time, we do not offer quantity discounts in our direct-to-consumer catalogue or website.
Although we are unable to change an order once it has been submitted, any product may be returned for an exchange or a merchandise credit. A refund is available with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable. Please visit americangirl.com/returns for details.
Although we are unable to cancel an order once it has been submitted, any product, however, may be returned for exchange or merchandise credit. A refund is available with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable. Please visit americangirl.com/returns for details.
We’re sorry, but at this time our website is unable to accept orders with a billing address outside the United States. If your billing address is in a country other than the U.S. and Canada, please call our customer service department between 7:00 a.m. and 10:00 p.m., Central Time. From within the U.S., call 800-845-0005. From elsewhere, call 608-831-5210.
Shipping and processing fees are based on your order total (excluding gift-wrapping charges and 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 and processing rate is $5.95, and rush shipping is available for most items and addresses (except APOs/FPOs) at 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. When applicable, surcharges for large or heavy items are noted following the item price.
In most cases, we ship to P.O. boxes, APO/FPO, U.S. territories, Alaska, and Hawaii.
Certainly! For an additional fee, you can ship items to multiple addresses (see Shipping Options and Prices for details). Our online order form will walk you through all the steps to make sure each of your items gets to the proper address. Just click on “Ship all of my items to more than one address” on the shipping page of the checkout form.
American Girl gift cards may be redeemed at americangirl.com, at American Girl retail stores, by phone at 800-845-0005, and on mail orders sent to American Girl, PO Box 620190, Middleton, WI 53562-0190. American Girl gift cards are not accepted at Indigo/Chapters locations.
Yes, when you purchase a gift card online or by phone, you can create a personalized gift message of up to 150 characters. When you purchase a gift card at an American Girl retail store, the gift-card holder includes space for a personalized message.
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 Options page during Checkout, enter the gift card number and PIN (the 4-digit number located on the back of your gift card). 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 American Girl gift card Terms & Conditions listed on the back of each card. You may use up to 5 American Girl gift cards for payment at americangirl.com; to use more, please call to place your order.
American Girl gift cards can be redeemed for products and services sold at American Girl stores and as payment for any dining and birthday party experiences in an American Girl Cafe or Bistro, including all taxes. We’re sorry, but American Girl gift cards cannot be redeemed for any of our pre-paid special events or toward the deposit for an American Girl birthday package (Deluxe, Group, and Private parties). Pre-paid special events and deposits must be paid with a debit or credit card. For more information on, or to make reservations for, pre-paid special events or American Girl birthday packages, please call 877-247-5223 to speak to a Retail Service Support Associate.
No, when you purchase a gift card online or by phone, standard shipping is free to U.S. addresses. When you purchase a gift card that must be rush-shipped or shipped internationally, additional charges will apply.
There are three ways to check your gift card balance. Click on gift card balance and follow the instructions, call 800-772-0348, or check with a sales associate when visiting an American Girl store. You will be asked for both the card number and PIN located on each card.
Yes, to order large quantities of American Girl gift cards, please call Customer Service at 800-845-0005. We do not offer volume discounts and reserve the right to limit or refuse orders at any time, for any reason. Orders of multiple gift cards may arrive in separate shipments.
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.
Yes, gift wrapping is available for most items on our website. Packages are attractively wrapped in pretty paper with a satin ribbon. We’ll gift wrap your purchase for $6 per item unless otherwise noted. To gift wrap an item, click "Choose/Edit" next to "Gift Options" in your shopping bag. You can also add a personalized gift message!
Please complete the Doll Hospital admittance form to request the repair services you would like. Be sure to follow the instructions on the form to ensure a quick return. Our expert staff is specially trained to handle repairs for 18-inch American Girl™ dolls, and Bitty Baby™ and Bitty Twins™ dolls. We cannot treat Hopscotch Hill School or Girls of Many Lands dolls. To learn more, visit the Doll Hospital page.
Any product may be returned for exchange or merchandise credit. A refund is available with your original proof of purchase from American Girl. A refund or credit will be issued for the purchase price, current list price, or prorated price depending on the item(s) returned. Shipping and processing fees are non-refundable.
You have two options for making a return.
1) Bring it in: You may return or exchange your item(s) at any of our U.S. retail stores. For locations, visit americangirl.com/storelanding/retail. Please note: Merchandise purchased from an American Girl retail store in the U.S., over the phone through our customer service department, or at americangirl.com can only be returned to a U.S. retail store or sent to the American Girl Returns Department. Merchandise purchased from an American Girl specialty boutique in Indigo/Chapters can only be returned to Indigo/Chapters.
2) Send it in: To send us a product return, please visit americangirl.com/returns to complete a return form. After you have completed the form, click on the link to print the flat-rate mailing label (available to US customers only). When your return is processed, $6.95 will be deducted from your refund or credit.
Place the return form inside the shipping box. Pack your item(s) in a sturdy cardboard box and affix the label to the outside of the box. Drop off your package at any FedEx or USPS location or USPS collection box, or place the package in your residential mailbox.
Or, if you do not want to use the flat-rate mailing label, you may print a pre-addressed shipping label. Please visit americangirl.com/returns to complete a return form. After you have completed the form, click on the link to print a pre-addressed shipping label. There is not a fee for this label. Place the return form inside the shipping box. Pack your item(s) in a sturdy cardboard box and affix the shipping label to the outside of the box. Ship your package via small parcel carrier such as FedEx or insured US Mail for your protection.
For catalogue and web orders, please provide the order number or packing slip. For retail purchases, please include a copy of your receipt. Returns with proof of purchase can be processed faster, and you are assured of a refund for your purchase price. A refund or credit will be issued for the purchase price, current list price, or prorated price depending on the item(s) returned.
Please provide the name and address of the original purchaser. We will attempt to locate the original order information to verify proof of purchase. The purchaser will not be notified of your return. If you have a retail gift receipt, please include a copy with your return.
A merchandise credit is issued when an item(s) is returned without proof of purchase (a retail receipt or catalogue/web order number). A merchandise credit may be used as payment at all U.S. American Girl retail locations; americangirl.com; and on phone, mail, and fax orders.
A return reason explains why you are returning an item(s). Refer to the list of return reasons at the bottom of the return form and select the one that best describes your return. This information helps American Girl identify potential improvements to products.
Absolutely not! If you don't want to use the flat-rate mailing label, please visit americangirl.com/returns to complete a return form. After you have completed the form, click on the link to print a pre-addressed shipping label.
Place the return form inside the shipping box. Pack your item(s) in a sturdy cardboard box and affix the shipping label to the outside of the box. Ship your package via small parcel carrier such as FedEx or insured US Mail for your protection.
American Girl wants our catalogues to be welcome in your home. To be removed from our mailing list, e-mail us at firstname.lastname@example.org. Include your complete name and mailing address, or send a photo of the name and address that appears on the back of your catalogue.
The American Girl website receives quite a bit of traffic, especially during the holiday season. We attempt to balance our traffic load, but sometimes the demand exceeds our capabilities. Please be assured we are doing our best to meet your needs. We thank you for your patience.
If you receive a message about the server being unable to locate the DNS entry, please make sure you have typed in the correct website address, and try again. If you continue to have difficulties, quit the browser, re-launch it, and try the website address again.
If the information provided in our FAQ section does not answer your particular question, please e-mail us at email@example.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 (Windows 7/8/NT/2000/Me/XP, Mac)
The web browser you are using (Safari, Firefox, Chrome, etc.) including the browser version number
Your Internet Service Provider
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 an immediate response, please call our toll-free Customer Service number at 800-845-0005 between 7:00 a.m. and 10:00 p.m., Central Time.