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Frequently Asked Questions
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General Technical Issues
Preferred browsers
Common error messages
Additional feedback


Online Registration Issues
Can I register?
Why do I need a password?
Do I have to register?
Credit card not accepted
Changing registration information
How to log in after registration
How to log out
Forgotten password


Online Shopping Issues
How to shop
How to search
How to get product description
Wish List


Placing an Order
How to place an order
Can I e-mail an order?
Printable order form
Secure shopping
Alternate ordering options
Changing an order
Canceling an order
Multiple shipping addresses
Can I have my items gift wrapped?
How long does it take?
Will my items look exactly as pictured?
Measurements
Types of payment accepted
Sales tax
Shipping options and prices
Shipping options to Canada
Canada Delivery Fees
Package Identification
Shipping outside the U.S.
Shipping to APO/FPO addresses
International billing
Purchasing gift cards
Special savings
Order confirmation
Checking order status
Returns and exchanges
Packing materials


Gift Cards


Other
Affiliate programs
Contact information
General Technical Issues

What browser should I use to view fisher-pricestore.com and place an order?
The Fisher-Price® web site is best viewed with Internet Explorer 7.0 and above, and Mozilla Firefox 12.0 and above, Safari 4 and above, and Google Chrome 20.x and above. You can download the most current versions by clicking on their names. If your browser does not meet the specifications outlined here, and you do not wish to update it, we advise that you avoid using our Advanced order form feature.

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Why do I sometimes get a message that the server is busy, unavailable, or unable to locate the page when I try to log into fisher-pricestore.com?
The Fisher-Price® web site 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're doing our best to meet your needs. We thank you for your patience.

Peak times at the online store are in the mornings between 8:00 a.m. and 12:00 noon and in the evenings between 7:00 and 10:00 p.m. Central Time. Visiting at non-peak times may make it easier to get into the site. If you receive a message about the server being unable to locate the DNS entry, please make sure you have typed in the correct web site address, and try again. If you continue to have difficulties, quit the browser, re-launch it, and try the web site address again.

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How can I get additional feedback on my technical problem?
If the information provided here does not answer your particular question, please e-mail us. 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 3.1, 95, 98, 2000, 2000/Me, XP, NT, 7, Vista, Mac, Unix)
  • The web browser you are using (Internet Explorer, Netscape, AOL, etc.) including the browser version number (ex. 4.0,5.0, etc.)
  • The date of your visit to the web site
  • 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 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 immediate responses, please call the toll-free customer service number: 1-800-747-8697, 7 a.m. - 10 p.m., Central Time. Holiday hours may vary.

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Online Registration Issues

Can I register at the online store?
To make your shopping experiences quick and easy, you can register your billing and shipping information beginning on the Fisher-Price® My Account page. The information is gathered in a secure environment.

When you register, please choose a separate log-in name and password. Since each log-in and password combination on our system must be unique, it works best to use a combination of letters and numerals for your log-in and your password to avoid duplication. If you register your e-mail address for order confirmation, please be careful to type it correctly. If you are an AOL user, your e-mail address must include "@aol.com", not just your user name. There should be no spaces in the address.

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Why do I need a password when I register at the online store?
Your password is an extra level of security for the private information you give us.

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Do I have to register at the online store?
No, you don't have to register. The advantage is that it makes the checkout process much faster for future purchases. If you choose not to register, you will be prompted to enter your billing and shipping information each time you shop. That information will not be stored permanently in the online store. It is recommended that you print your registration page to use for future reference.

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Why won't the registration accept my credit card number?
The most common problem is typos. When you enter the number, please type very carefully. Enter only the numerical keys in the same order they appear on the card. Do not enter dashes, commas, or spaces between the numerals. Make sure you have not typed a lowercase "L" instead of a "one" or an uppercase "O" instead of a "zero." If you encounter an error page that asks you to re-enter information about your credit card, make sure you re-enter the credit card type, number, and expiration date anytime you get an error. This information is not stored until registration is complete.

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How do I change my registration information at the online store?
You can change your registration by clicking on "My Account" from the online store home page. Log in and change any information you wish – your credit card, billing address, log-in name, password, stored shipping addresses, etc. At this time, registration information cannot be deleted, only replaced.

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After I've registered at the online store, how do I log in to see my account on my next visit?
You can log in during the checkout process or you can also find links to My Account on the online store home page.

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How do I log out of my account?
You can log out at the end of the checkout process or you can also find links to My Account on the online store home page.

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I forgot my password! What should I do?
On the My Account page, select the "Forgot Password?" link and enter your email address. Please do not call our Customer Service representatives to obtain your password. It can only be obtained through the web site using the "Forgot Password?" link. If you would prefer to re-register, see "How do I change my registration information."

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Online Shopping Issues

How do I shop at the online store?
Shopping for the Fisher-Price® products you love has never been easier – or more convenient! Just visit the online store home page. There you can choose the brands you'd like to browse, or search the site using a product code or general description to locate a particular item. Each product is featured on a page within the online store. When you see an item you want to purchase, click "Add to Cart." If you know the product codes for the items you are interested in, you may enter the product codes directly by using our Catalog Quick Order form. To create a Wish List, click "Add to Wish List." You may also transfer items from your Wish List to your shopping cart.

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How do I search for a product at the online store?
Throughout the online store you can use our handy Search function to locate an item by keyword, part of the product name, or by product code number. Click "Go" when you're finished to see the search results. If you do not receive the results you expected from entering a product code number, try searching by a one-word description. Examples: "hat" or "bed"

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How do I get to a product description based on my Search results?
The Search should locate all or most of the products in the online store that match the description you enter. If you do not see the results you desire, try another search. When you locate the item you're interested in, click on it and your browser will display the page describing that product.

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What is the Wish List and how does it work?
We've created an online wish list for parents (and gift-givers) that can be sent via e-mail. It's a great way to help you keep track of online store items your child would enjoy. As you browse through the online store, you can add whatever you like to your Wish List. Instead of clicking "Add to Cart" to purchase the item, just click "Add to Wish List." To view the items on your list, click "Wish List." You can either print your Wish List or e-mail it to someone whose e-mail address you know. We think this is an especially good way for fans under age 18 to enjoy the shopping experience at the online store. If you are actually shopping, please make sure to place items in the shopping cart rather than on a Wish List. We will store your Wish List for 90 days; however, items stored in a Wish List are not guaranteed to be available. If you lose or forget your Wish List code, a new Wish List must be created.

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Placing an Order

How do I place an order online?
When your shopping cart is filled with all the items you want to purchase, click "Checkout." From there, you will be guided through a checkout process that is safe, secure, and easy! If you register your e-mail address for order confirmation, please be careful to type it correctly. There should be no spaces in the e-mail address. If you are an AOL user, your e-mail address must include "@aol.com", not just your user name.

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The web site is busy. Can I e-mail my order?
We're sorry. We cannot accept orders via e-mail. Sending personal information, especially your credit card, through e-mail is not safe or secure and should not be used. If you need to place an order and can't access the online store, please call the toll-free number: 1-800-747-8697, 7 a.m. - 10 p.m., Central Time. Holiday hours may vary.

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Is the online store shopping area secure?
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 online store Privacy Policy and Terms and Conditions for more information.

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I'm nervous about actually placing my order online. Are there alternate options for ordering Fisher-Price® products?
Certainly! To place your order by phone, put items in your shopping cart as you browse the online store, view the contents of your shopping cart, and with this screen in front of you, call our toll-free number, 1-800-747-8697. To fax an order, print your Shopping Cart, include your name, address, and credit card number, and fax it to 608-836-0761. Or, to mail an order, print your Shopping Cart, include your name, address, and credit card number, and mail it along with your pay method to: (checks payable to Mattel Direct, Inc.): Mattel Direct Inc., Mail Order Processing Department, P.O. Box 620010, Middleton, WI, 53562-0010. Please note that personal checks sent to us for payment may be cleared electronically. Most financial institutions post these electronic transactions on your statement and no longer return the check to you. Checks returned for insufficient or uncollected funds may be collected electronically. Please do not send cash or purchase orders. We do not accept mail orders from Canada.

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How do I change an order?
Unfortunately, once an order is submitted through the online store, it cannot be changed. All orders, however, may be returned. Follow the instructions on the back of the packing slip enclosed with your order. Allow a minimum of two business days for your request to be processed. Refunds are issued for the purchase price of the items returned. If we cannot determine the purchase price, a refund is issued at the current price. Refunds are offered for products no longer available. Shipping and processing charges are not refunded. We do not accept returns COD.

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How do I cancel an order?
Unfortunately, once an order is submitted through the online store, we are unable to cancel it. All orders, however, may be returned. Follow the instructions on the back of the packing slip enclosed with your order. Allow a minimum of two business days for your request to be processed. Refunds are issued for the purchase price of the items returned. If we cannot determine the purchase price, a refund is issued at the current price. Refunds are offered for products no longer available. Shipping and processing charges are not refunded. We do not accept returns COD.

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Can I send gifts to more than one shipping address?
Certainly! 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.

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Can I have my items gift wrapped?
Gift wrapping is available for many of the items featured in our e-store. Packages are attractively wrapped in brightly colored wrapping paper with a ribbon. We'll gift wrap your purchase for $6 per item unless otherwise noted. To gift wrap an item, choose "Shipping Options, Giving a Gift?" box in the checkout process, and select the Gift Wrap box for each item. Sorry, gift wrapping is not available on some large items.

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How long does it take to process an online order?
Our goal is to ship your order as quickly as possible subject to availability, receipt of payment and credit authorization. If you have not received an e-mail confirmation from the online store within two hours of placing your order, please e-mail us. In order for us to provide the best customer service, please include your full name and zip code in your e-mail.

You can view the status of your credit card order and track the packages that have shipped using the order status feature at the top of any page in the e-store. For questions about an order already placed, e-mail us at customerservice@fisher-pricestore.com, call 800-747-8697, seven days a week, 7 a.m. - 10 p.m., Central Time (holiday hours may vary), or write to:

Fisher Price, Attn: Customer Service P.O. Box 620978, Middleton, WI 53562-0978

We welcome your comments and questions. All comments become the full and sole property of Fisher-Price.

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Will my items look exactly as pictured?
In an effort to provide the best products possible, we periodically make product modifications. Actual products may not be identical to items pictured.

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Are the measurements exact?
All measurements are approximate.

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What forms of payment do you accept at the online store?
When you shop at the online store you can pay using a valid Visa, MasterCard, American Express or Discover/Novus, and gift cards purchased from fisher-pricestore.com. You must be at least 18 years old to order. We cannot accept money orders, cash, or checks.

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What kind of sales tax do I have to pay when I shop at the online store?
If your online store order is shipped to California, Colorado, New York, Wisconsin or Texas, you will pay the appropriate state sales tax and any applicable local taxes.

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What are your shipping options and prices?
Shipping and processing fees are based on your order total (excluding gift wrap fee 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 rate is $6.99, and rush shipping is available for most items and addresses (except APOs/FPOs) for an additional cost. Delivery dates are estimates only. Use guaranteed rush shipping to ensure arrival by a specific date. Rush shipping is not available on some large items. When noted, an additional surcharge of $10 - $20 will be incurred for rush shipping of bulky or heavy items. We'll inform you if an item is out of stock, and if an item is back-ordered, it will be shipped as soon as it becomes available. In most cases we ship to P.O. boxes, APO/FPOs, U.S. territories, Alaska and Hawaii via U.S. Postal Service.

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What are my options when shipping to Canada?
We offer two shipping options to Canada. All packages are delivered by Canada Post. The standard shipping rates are the same as those for U.S. orders with a $10 shipping surcharge added. We offer an “Express” shipping option for an additional $10 over the total standard shipping charges. This option will result in your order arriving approximately 2 days faster than an order with standard shipping. We are unable to guarantee an exact delivery date. Shipments to Canada are also subject to Canada Delivery fees, which are costs paid through a customs broker to allow delivery to your door. No other payment will be required to accept delivery of your order.

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What are Canada Delivery Fees?
Canada Delivery fees are costs paid through a customs broker to allow delivery to your door. They are comprised of applicable duties, taxes and brokerage fees.

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Is the package identified as coming from Fisher-Price®?
For safety and legal reasons, our company name appears on our shipping boxes. Please keep this in mind when selecting your shipping destination.

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Can I ship outside the United States at the online store?
At this time, we ship to the United States and Canada only.

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Can I ship to APO/FPO addresses through the online store?
Yes, you may have any item shipped to an APO/FPO address unless the product description for that item tells you it cannot be shipped to an APO/FPO address. There are only a few items that we are unable to ship to APO/FPO addresses. Please read the product descriptions carefully for details. Sorry, rush shipping is not available to APO/FPO addresses.

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Can I bill to an international address at the online store?
At this time, if you want to bill to an international address please call 1-800-877-8501 if you are calling from within the U.S. or Canada. If you are calling from any other country, please contact our service department at 1-608-831-5210, 7 a.m. - 10 p.m., Central Time. Holiday hours may vary. We cannot ship to addresses outside of the U.S. or Canada.

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Can I purchase gift cards at the online store?
Yes, you may purchase gift cards at the online store.

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Are there any special savings available when you purchase at the online store?
Currently the online store offers the same savings offered in our print catalog, as well as some special offers and savings on discontinued items (check our Now on Sale section). 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. Availability and prices are subject to change.

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I'm unclear if you've received my online store order. Will you let me know if it's been received?
If you want a confirmation of your order, you must include your e-mail address in the checkout process. Please be sure to type in the full e-mail address. There should be no spaces in the address. AOL users: your e-mail address must include "@aol.com". You should receive an initial e-mail confirmation within five minutes of placing your order. A detailed e-mail 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 some 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's a chance your gift recipient might see this e-mail confirmation we encourage you to please take the necessary precautions to keep the secret!

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I have already placed an order. When will I receive it?
The order/shipping status of purchases made using a credit card may be tracked online. Simply go to Order Status and follow the directions. If you have a question about your order, please call our toll-free customer service number: 1-800-747-8697, 7 a.m. - 10 p.m., Central Time. Holiday hours may vary.

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How do I return or exchange something I purchased from Fisher-Price®?
Satisfaction Guaranteed!
If for any reason you’re not completely satisfied with your Fisher-Price® Shop-at-Home Catalog or fisher-pricestore.com online purchase, we will promptly exchange or provide a merchandise credit for any returned product. A refund is available only with your original proof-of-purchase from Mattel Direct, Inc. Shipping and processing fees are non-refundable. If you have questions, please call our Customer Service Department at 1-800-747-8697, seven days a week, 6 a.m.–midnight Central Time, or e-mail us at customerservice@fisher-pricestore.com, or write to us at Mattel Direct, Inc., Attn: Customer Service, P.O. Box 620978, Middleton, WI 53562-0978. All comments become the full and sole property of Mattel Direct, Inc.

Returns from Canada can be shipped to Returns Department, Mattel Direct, Inc., 1350 Rodick Rd, Markham, ON L3R 5X4, Canada. Unlike shipping and processing charges, Canada Delivery fees paid on items being returned are refundable. You must include your order number to receive this refund.

Returns & Exchanges
Follow the instructions on the back of the packing slip enclosed with your order. Please allow a minimum of two business days for your request to be processed.

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What should I do with all the packaging peanuts that come in the shipping boxes?
To protect your purchase, we use biodegradable packing peanuts in our shipping boxes. Composed of corn and potato starch, they will actually melt if you pour water on them. Of course, you can always re-use the peanuts to send your own packages, or donate them to local businesses for re-use. We want your order to arrive at its destination in good shape, just as you’d expect, but we also want to be mindful of environmental issues.

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GiftCard

Where are Fisher-Price Gift Cards accepted?
Fisher-Price Gift Cards may be redeemed online at fisher-pricestore.com or through our Shop-at-Home Catalog by phone (1-800-747-8697) or mail order (sent to Mattel Direct, PO Box 620010, Middleton, WI 53562-0010). Sorry, Fisher-Price Gift Cards may not be used to purchase Fisher-Price products at other retail venues.

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How do I purchase a Fisher-Price Gift Card?
Visit fisher-pricestore.com and search “gift card.” Gift Cards may be purchased in denominations of $10, 25, 40, 50, 75, 100, 200, and 300. To order gift cards in other denominations or by phone, please call Customer Service at 1-800-747-8697.

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Can I include a personalized message with my purchase of a Fisher-Price gift card?
Yes, you may include a personalized message of up to 150 characters.

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Can I have a Fisher-Price Gift Card gift wrapped?
Yes, for an additional charge we can gift wrap your Gift Card purchase.

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Do I pay shipping and processing fees when I purchase a Fisher-Price Gift Card?
when you purchase a gift card online or by phone, standard shipping is free to US and Canadian addresses (although Canadian shipments do incur a $10 surcharge). When you purchase a gift card that must be rush-shipped, additional charges will apply.

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Does Fisher-Price offer electronic Gift Cards?
All Fisher-Price Gift Cards are plastic cards. Sorry, we do not offer electronic gift cards at this time.

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What can I buy online with Fisher-Price Gift Cards?
Fisher-Price Gift Cards can be redeemed online at fisher-pricestore.com for any product sold, except towards purchase of other Gift Cards.

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How do I redeem a Gift Card at fisher-pricestore.com?
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 the PIN (the four-digit number located on the back of your Gift Card). If the total cost of your order exceeds the available balance on your Gift Card, you will be asked to provide an additional form of payment. If the total cost of your order is less than the available balance on your Gift Card, the cost of your order will be deducted from your available balance, with the difference remaining on your Gift Card for future use. Gift Cards are subject to the Fisher-Price Gift Card Terms & Conditions listed on the back of the card. You may use multiple Fisher-Price Gift Cards for payment.

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When I use a Fisher-Price Gift Card for a purchase, at what point is the value deducted?
The purchase value is immediately deducted from the available Gift Card balance at the time of the purchase

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What is my Fisher-Price Gift Card Number?
Your Gift Card Number is a unique 19-digit number printed on the back of the Gift Card.

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Do all Fisher-Price Gift Cards come with a PIN?
Yes, there is a unique PIN (personal identification number) located on the back of each Fisher-Price Gift Card. For your security, the PIN must be entered to redeem the Gift Card or to check your balance.

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How can I check the balance on my Fisher-Price Gift Card?
You may check your Gift Card balance at any time. Just click on Gift Card Balance and follow the instructions, or call 1-800-464-2339. You will be asked for both the Gift Card number and PIN located on the card.

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Is there a fee to check the balance on my Fisher-Price Gift Card?
No, there are no fees to check your balance.

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Do dormancy fees apply to Fisher-Price Gift Cards?
No, dormancy fees do not apply to balances on Fisher-Price Gift Cards.

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Do Fisher-Price Gift Cards expire?
No, Fisher-Price Gift cards never expire. Any unused balance remains on the Gift Card until spent.

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Do I need to keep my Gift Card after I've used it?
Yes, even if there is no value left on it, it is important to keep your Gift Card until your order has arrived and you are completely satisfied with your purchase.

Funds may still remain on your Gift Card for any of the following reasons:
  • You do not fully redeem your card.
  • You choose to return merchandise ordered with a Gift Card. We will return funds for returned product to your original gift card.
  • We cannot fulfill all or part of your order and do not charge your Gift Card account.
  • We cancel all or part of your order and do not charge your Gift Card.
In any of these cases, you will need both the Gift Card number and the PIN to place a new order.

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What can I do if my Gift Card is lost, stolen, or damaged?
Please protect your card like cash. Fisher-Price is not responsible for replacing lost, stolen or damaged cards.

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Is there an easy way to order a large quantity of Fisher-Price Gift Cards?
Yes, to order large quantities of Fisher-Price Gift Cards, please call Customer Service at 1-800-747-8697. 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.

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May I still use my Fisher-Price Spending Money Gift Certificate
Of course! Fisher-Price will continue to honor previously issued Fisher-Price Spending Money Gift Certificates with an available balance for online purchases at fisher-pricestore.com and on phone and mail orders.

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Other

How can I participate in your affiliate program?
At this time Fisher-Price® does not participate in any affiliate programs.

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How do I contact Fisher-Price®?
You can reach our friendly staff any of the following ways:
  • Call 1-800-747-8697 in the U.S., seven days a week, 7 a.m. - 10 p.m., Central Time. Holiday hours may vary.
  • Write us at Fisher-Price Store, P.O. Box 620978, Middleton, WI 53562-0978.
  • All comments become the full and sole property of Fisher-Price.
  • For catalog questions, e-mail us at customerservice@fisher-pricestore.com.


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