Frequently Asked Questions
PLACING AN ORDER
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!
For questions about an order already placed, e-mail us at firstname.lastname@example.org; call 800-845-0005 seven days a week, 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.
or write to:
American Girl, Attn: Customer Service
P.O. Box 620497, Middleton, WI 53562-0497
We welcome your comments and questions. All comments become the property of American Girl.
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.
RETURNS OR EXCHANGES
A refund of the purchase price is available with your original proof of purchase from American Girl (store receipt, packing slip or order number) within two years of purchase. A merchandise credit will be issued if the purchase cannot be verified. A refund or credit will be issued for the purchase price, current list price, or prorated price depending on the item(s) returned. We reserve the right to assess the value of items returned. Be assured we’ll do our very best to take care of you, but from time to time we will not accommodate a return. Items designated as "final sale" cannot be 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 items(s) at any of our U.S. American Girl locations within two years of purchase. For locations, visit americangirl.com/storelanding/retail. Please note: Merchandise purchased from an American Girl retail store in the US, over the phone through our customer service department, or at americangirl.com can only be returned to a US retail store or sent to the American Girl Returns Department. We only accept returns of products purchased directly from American Girl. Please return all other products to the original place of purchase. Merchandise purchased from an American Girl specialty boutique in Indigo/Chapters can only be returned to Indigo/Chapters. All returns are monitored and may be limited.
2) Send it in: To send us a product purchased from American Girl and within two years of purchase, 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 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.
Absolutely not! If you don't want to use the flat-rate mailing label, please visit americangirl.com/shop/ag/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.
REQUEST A CATALOGUE
To request a catalogue on the website, visit the catalogue request page..
Call 800-845-0005 in the U.S. seven days a week, 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.
Write us at American Girl, P.O. Box 620497, Middleton, WI 53562-0497.
You can reach our staff in the following ways:
Call us at 800-845-0005 seven days a week, 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.
Write to us at American Girl, P.O. Box 620497, Middleton, WI 53562-0497.
E-mail us at email@example.com with questions or comments about our catalogue, e-commerce site, or the Play @ American Girl features on americangirl.com.
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 firstname.lastname@example.org. 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 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.
To find the nearest Household Hazardous Waste Facility, go to www.earth911.com and follow these instructions:
Enter your ZIP code in the upper left box.
Under the heading 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 nearest Household Hazardous Waste Facility nearest you.
MADISON CHILDREN'S MUSEUM ANNUAL BENEFIT SALE
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.
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.
BASIC TIPS FOR DOLL CARE
On American Girl dolls, the neck cord is used to secure the head to the doll's body. It's designed to remain outside of the body instead of being tucked in—or, oops, cut off—so that we can easily replace a doll's head if necessary or make other repairs.
If her head has come unattached, please send your doll to the Doll Hospital for a head reattachment.
To tie the head back on:
• Lay the doll chest-down, across your lap. Insert the head into the body face up.
• Crisscross the two ends of the string, and pull the ends tightly using slow, even pressure (so the seam does not rip out) until there is no gap between the neck and body. It can be helpful to have a second person assist by keeping the tension tight.
• Double or triple knot the string to secure it.
• Carefully turn the doll's head back to its original position.
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 skin cleaning and hair brushing. 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 in any way, please call Customer Service at 800-360-1861 to discuss your options.