Placing an order
Is the American Girl website shopping area secure?
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.
What browser should I use to view americangirl.com and place an order?
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 for free by clicking on the browser names.
Can I email my order?
We're sorry that we cannot accept orders via email. Sending personal information, especially your payment information, in an email 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, 7 a.m. – 10 p.m. Central Time on weekdays or 9 a.m. – 6 p.m. Central Time on weekends. Holiday hours may vary.
What forms of payment do you accept at the American Girl website?
We accept MasterCard, American Express, Visa, Discover/Novus, Apply Pay, Google Pay, Shop Pay—including an installment option powered by Affirm—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.
Do you offer a financing option?
Yes. Through Shop Pay installments in partnership with Affirm, you can split your purchase into 4 equal, 0%-interest installment payments—with no additional, hidden, or late fees. Learn more about this option.
What kind of sales tax do I have to pay when I shop at the American Girl website?
If your website order is shipped to Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Iowa, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, or Wyoming, you will pay any applicable state and local sales tax.
How will I know if my order went through?
You will receive an order number onscreen after submitting your order. We suggest you print this screen for future reference. To receive a confirmation of your order, you must include your email address in the checkout process, and check the email-confirmation box. Please be sure to provide your full email address, without spaces. You will normally receive an initial email within five minutes of placing your order, although during busy periods, email 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 email confirmation you receive will include a comprehensive summary of your order. If there is a chance your gift recipient might see this email confirmation, we encourage you to take the necessary precautions to keep the secret!
How long does it take for an order to go through?
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 email confirmation from the American Girl website within two hours of placing your order, please email us at firstname.lastname@example.org. In order for us to provide the best customer service, please include your full name and ZIP code in your email.
Will my items look exactly as pictured?
Actual products may not be identical to items shown. All measurements are approximate. Unless noted, dolls, outfits, and accessories are sold separately. When dolls are shipped, their hair may not be styled as shown in the catalogue or online.
What if an item I order is not in stock?
Any item that is not currently in stock will be shipped to you when it becomes available. You will be charged when the order is placed. You will not be charged for any additional shipping fees.
Are there any special savings available when you purchase at the American Girl website?
Web-only specials are offered periodically throughout the year. You may register with your email 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.
May I purchase product in multiple quantities? Do you offer quantity discounts?
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.
How do I change an order?
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 one year of purchase. A refund may also be available within one year of purchase with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable. Please visit our Returns page for details.
How do I cancel an order?
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 one year of purchase. A refund may also be available within one year of purchase with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable. Please visit our Returns page for details.
Can I place an order online with an international billing address?
We’re sorry, but at this time our website is unable to accept orders with a billing address outside the United States or Canada. All Canadian orders are converted into U.S. dollars. If your billing address is in a country other than the U.S. or Canada, please call our customer service department 7 a.m. – 10 p.m. Central Time on weekdays or 9 a.m. – 6 p.m. Central Time on weekends. From elsewhere, call 608-831-5210. Holiday hours may vary.