Frequently Asked Questions

MY ACCOUNT

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 email 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, email address, billing address, password, stored shipping addresses, etc. You can also delete credit card information and unused shipping addresses.
On the Login/Register page, click the "Forgot your password?" link. You will be given instructions and asked to enter your e-mail address. You may also call Customer Service at 800-845-0005. One of our friendly Associates will be happy to send you a password reset e-mail.

PLACING AN ORDER

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.
For the best viewing and navigational experience, we recommend using the latest versions of Firefox, Chrome, or Safari. You can download the most current versions by clicking on the browser names.
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 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.
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, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Maryland, Massachusetts, Minnesota, Missouri, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, South Dakota, 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 service@americangirl.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, many products may be returned for an exchange or a merchandise credit within two years of purchase. A refund may also be available within two years of purchase 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, many products may be returned for an exchange or a merchandise credit within two years of purchase. A refund may also be available within two years of purchase 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 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. From elsewhere, call 608-831-5210. Holiday hours may vary.

ORDER STATUS

You can view the status of your credit card order and track the packages that have shipped using the order status feature at the bottom of any page on the website.

For questions about an order already placed, e-mail us at service@americangirl.com; 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

Shipping Options and Prices

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.

To ship items to more than one address, please create a separate order for each shipping address.
Yes, for international shipping rates, please call our customer service department between 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary. From within the U.S., call 800-845-0005. From elsewhere, call 608-831-5210. Recipient is responsible for all taxes and duties.
Yes, you may. An order shipping to an APO/FPO address can only ship standard and will go by USPS First Class mail. Sorry, rush shipping is not available for APO/FPO addresses.
For safety and legal reasons, our company name appears on our shipping labels. Please keep this in mind when selecting your shipping destination. We would not want to unintentionally spoil a surprise!

SIZING CHARTS

We sure do! Our sizing charts for little girls sizes 3-7 and girls sizes 6-20 are available in our catalogues and on our website at http://www.americangirl.com/shop/ag/size-charts.

GIFT CARDS

You can purchase cards online, by phone at 800-845-0005, and in all of our American Girl retail stores.
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 other retailers including Indigo/Chapters or El Palacio de Hierro 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.
American Girl gift cards can be redeemed for any products sold at americangirl.com, except for an American Girl® magazine subscription or for use toward the purchase of other gift cards.
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 page under Select Payment Method, choose Gift Card. Enter the gift card number and PIN (the 4-digit number located on the back of your gift card) and click Apply. 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 10 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, American Girl gift cards are only redeemable at americangirl.com, at U.S. American Girl retail stores, or by phone at 800-845-0005.
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.
Dormancy fees do not apply to balances on gift cards issued by American Girl. Any unused balance remains on the gift card until spent.
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.
Please protect your card like cash. American Girl is not responsible for replacing lost, stolen, or damaged cards.
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, we sell both plastic gift cards as well as electronic gift cards. To learn more, visit http://www.americangirl.com/shop/ag/gift-guide. Yes, we sell both plastic gift cards as well as electronic gift cards. To learn more, visit the Gift Cards page.

SPECIAL SERVICES

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, select "This is a gift" in your shopping bag. You can also add a personalized gift message!
Visit http://www.americangirl.con/shop/ag/doll-hospital and scroll down to How to Admit an American Girl Doll. 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.
Please complete the Doll Hospital ear-piercing form to add earrings to your 18" doll. Be sure to follow the instructions on the form to ensure a quick return.

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.

For catalogue and web orders, please provide the order number or packing slip. For retail purchases, please include a copy of your receipt. Online product registration is not considered proof of purchase for returns purposes.
If the customer receiving the refund resides in a state listed in the sales tax field on the return form, the appropriate tax will be applied to the return item(s).
Please contact Customer Service for assistance at 608-831-5210 or intlservice@americangirl.com. We are available 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.
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/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.

You may take your package to any FedEx or USPS location, USPS collection box, or place the package in your residential mailbox.
Yes! The US Postal Service offers free package pickup from a residential or business address. Please visit USPS.com for details.
The flat-rate mailing label costs $6.95; it is deducted from your refund.
Packages sent to American Girl with flat-rate mailing labels are shipped via FedEx SmartPost®.
Packages sent back with the flat-rate mailing label generally take 3-9 business days to arrive at American Girl.
If you would like to track your return, copy the tracking number on your label. Packages can be tracked at FedEx.com.
Each box requires a separate label with a unique tracking number. Please generate a label for each box.
Please be assured you are only charged for the flat-rate mailing labels received by American Girl. Feel free to print replacements as needed.

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.

American Girl wants our catalogues to be welcome in your home. To be removed from our mailing list, please visit americangirl.com/preferences

CONTACT US

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 service@americangirl.com with questions or comments about our catalogue, e-commerce site, or the Play @ American Girl features on americangirl.com.

TECHNICAL ISSUES

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 service@americangirl.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 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary.

BATTERY RECYCLING

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.

Click GO.

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.

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 in watches, toys, and calculators.
Please call us toll-free at 800-845-0005 to receive a mailing label for returning button-cell batteries.

BUSINESS OPPORTUNITIES

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

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 $24 million. It attracts more than 5,000 shoppers per year from around the country. Call 608-256-6445 or visit Madison Children's Museum for more information.

MODELING

American Girl works with professional modeling agencies only.

ONLINE INFORMATION

Your privacy and security are a top priority. We use industry-standard protections to maintain safe transactions and information-sharing. Please review our Privacy Statement for more information.
Our site requires an Internet-capable computer with a web browser, Java Script, cookies, and plug-ins (Adobe Acrobat Reader, Flash, and Shockwave).

PERMISSIONS

All requests to use American Girl's intellectual property must be in writing, so please e-mail with your specific request.
All printed materials are protected by copyright. See our complete list of trademarks.

PRODUCT INFORMATION

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. A refund or credit will be issued for the purchase price, current list price, or prorated price depending on the item(s) returned. Just follow these simple steps to complete the return process.
Every American Girl® product is labeled 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 website'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 608-836-4848, x7026.
You can be certain your product is authentic if purchased at americangirl.com, in one of our retail locations, 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.

VISITS

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.

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

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

BASIC TIPS FOR DOLL CARE

American Girl dolls are meant to be played with, so now and then, they'll probably need a bit of a clean up. Check out our helpful hints for skin care in the Hair & Skin Care section to have your girl's doll looking fresh and clean in no time.
We don't recommend regular washing of the doll's hair since it can make it frizzy and damaged. However, sometimes spills happen and her hair needs to be cleaned. If that's the case, we can help. Call one of our doll doctors at 800-845-0005 or e-mail them at dolldoctor@americangirl.com and they can walk you through the steps to make sure the hair comes out looking its best.
We're glad you asked. Doll hair needs special care to keep it looking its best. You'll want to start with the right tools because the techniques are different depending on if the doll has straight, curly, or textured hair. You can find detailed tips on brushing, misting, and styling all types of American Girl doll hair in our Hair & Skin Care section.
Whatever type of curls your doll has—wavy, curly, or very curly—we can help you restore them to their original condition! Please visit our Doll Hair How-To's for some fun videos that show you exactly what to do.
Before admitting her, please call us for a consultation at 800-845-0005 or e-mail us at dolldoctor@americangirl.com. We'll ask you to describe what you believe caused the problem and provide any other details regarding the doll's eye. Our doll doctors can assess the situation and give you the best advice on whether she can be fixed at home or needs to be admitted to the Doll Hospital for expert 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.

Occasionally the elastic cords used to attach a doll's limbs to her torso seem too stretchy. However, this stretch, called "pliability," is necessary for the cords to last longer. Without pliability, the cords would easily fray because of the extra tension on them. If the limb seems very floppy and the limb dangles from the socket, it's definitely time to send her to the Doll Hospital for a limb reattachment!
Ouch! We're sorry to learn your dog used your doll as a chew toy, but we can help! Our expert doll doctors will be happy to replace the limbs, head, or torso on your doll. To learn more about Doll Hospital services and prices, please visit our Doll Hospital section.
A damp washcloth may help to remove lighter marks, but ink or marker stains may require more effort. For these tougher stains, please contact us at service@americangirl.com and we can provide a stain removal process you can do at home that is highly successful. You also have the option of admitting your doll to the Doll Hospital for a limb or head replacement.

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.

A Doll Hospital visit take approximately two to four weeks, depending on volume, 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 the winter holidays, be shipped to American Girl no later than the middle of November.
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.
Dolls are repaired in the order in which they are received, and they remain unopened in their shipping boxes until it is their turn to be admitted. During this waiting period, we are unable to provide a status update, but as soon as we admit your doll you will receive an email confirmation and we’ll email you again when the doll ships.
Regretfully, our Doll Hospital staff is unable to replace wigs. To ensure the wig will not come off, our doll manufacturer applies permanent glue. To remove the wig would be very difficult and could result in damaging the doll's head. If there is a problem with the hair, the entire head must be replaced.
If you girl has a doll like Molly® or Kaya®, who has had braids for a long time, her hair will likely have waves in it when you take the braids out—just like your hair would. To lessen the wave, lightly mist her hair with water and gently brush it with a wire Doll Hairbrush from the bottom up. Although it may take a little time, the wave will gradually lessen. If you have other questions about how to care for doll hair or if your girl wants to learn some new styles, visit the Hair & Skin Care section.