Frequently Asked Questions
Quick Answers - Our top 10 most-often asked questions
Read the American Girl Promise & Guarantee
- How do I shop at the American Girl e-store?
- How do I place an online order?
- What is the Wish List and how does it work?
- How do I change an order?
- How do I cancel an order?
- How long does it take to process an online order?
- Is the American Girl e-store shopping area secure?
- Do I have to register at the American Girl e-store?
- How do I change my registration information?
- I forgot my password! What should I do?
General Technical Issues
- Preferred browsers
- Common error messages
- Credit card not accepted
- Secure shopping
- Technical feedback
Ordering Online
- Placing an order
- Can I e-mail my order?
- Alternate ordering options
- Multiple shipping addresses
- Order processing time
- Gift wrapping
- Payment methods
- Sales tax
- Shipping options and prices
- Package identification
- Special savings
- Order confirmations
- Will items look different?
- Out of stock items
- Ordering in quantity
- What is Bill Me Later?®
- Why was I declined by Bill Me Later®
Online Shopping Issues
Online Registration Issues
- Can I register?
- Why do I need a password?
- Registering
- Credit card not accepted
- Changing registration information
- How to log in after registering
- How to log out
- Forgotten password
Shipping and Delivery
- Package identification
- Shipping outside the U.S.
- Shipping to APO/FPO addresses
- Multiple shipping addresses
Returns and Exchanges
Catalogues
International Orders
Doll Hospital
Order Changes and Tracking
Contacting Us
Battery Recycling Information
American Girl Club
QVC promotion
- How do I shop at the American Girl e-store?
- Shopping for the American Girl products you love has never been easier or more convenient! Just visit the American Girl e-store home page. There you can see what’s new, choose the category you would like to browse, or search the site for a particular item using a product code or general description. Each product is featured on a page within the American Girl e-store. When you see an item you want to purchase, click “Add to Bag.”
In the footer, you’ll find several helpful shopping tools, including these:
- If you already know the product codes for the items you’re interested in, Catalogue quick order enables you to enter the codes directly and quicken the purchase process.
- To create a Wish List, click Gift Guide, then Wish List to begin. You can also transfer items from your Wish List to your Shopping Bag.
- How do I place an online order?
- When you are finished shopping, 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.
- What is the Wish List and how does it work?
- For American Girl fans, we’ve created an online wish list that can be sent via e-mail. It’s a great way to help you keep track of American Girl e-store items you’d love to have—but have to ask for! We think this is an especially good way for fans under age 18 to enjoy the shopping experience at the American Girl e-store. As you browse through the e-store, you can add whatever you like to your Wish List. Instead of clicking Put this in my shopping bag” to purchase the item, just click “Add to Wish List.” To view the items on your list, click “wish list.” You can print your Wish List or e-mail it to someone whose e-mail address you know. When you are done adding items to your Wish List, click “Save wish list.” Be sure to write down your Wish List code; this is the only way to access your list. The Wish Lists are stored for 30 days on our site and may be accessed by entering the Wish List code. The Wish List code is also included in the Wish List e-mail. You can automatically transfer items from your Wish List to your shopping bag. If you are actually shopping, please make sure to place items in the shopping bag rather than on a Wish List.
- How do I change an order?
- Once an order is submitted through the American Girl e-store, it goes immediately into the system and unfortunately cannot be changed. All orders, however, may be returned for an exchange, credit, or refund of the product purchase price. Follow the instructions on the back of the packing slip enclosed with your order. We do not accept returns by COD. If we cannot determine the purchase price of a returned item, a refund or credit is issued at the current price. Shipping and processing charges are not refunded. Please pack your shipment securely and return it to us via UPS or insured mail for your protection. Our address is: Returns Department, American Girl, 8300 Fairway Place, Middleton, WI 53562. Allow a minimum of two business days, after receipt, for your request to be processed.
- How do I cancel an order?
- Once an order is submitted through the American Girl e-store, it goes immediately into the system and unfortunately cannot be changed. All orders, however, may be returned. Follow the instructions on the back of the packing slip enclosed with your order. We do not accept returns by COD. A refund is issued for the purchase price of the items returned. If we cannot determine the purchase price, a refund is issued at the current price. Shipping and processing charges are not refunded. Please pack your shipment securely and return it to us via UPS or insured mail for your protection. Our address is: Returns Department, American Girl, 8300 Fairway Place, Middleton, WI 53562. Allow a minimum of two business days, after receipt, for your request to be processed.
- 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 American Girl e-store within two hours of placing your order, please e-mail us at im_catalog_cs@americangirl.com. In order for us to provide the best customer service, please include your full name and zip code in your e-mail.
- Is the American Girl e-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 American Girl e-store PRIVACY POLICY and Terms and Conditions for more information.
- Do I have to register at the American Girl e-store?
- No, you don’t have to register. The advantage of registering 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 recommended you print your registration page to use for future reference and note your username and password in a secure location.
- How do I change my registration information?
- You can change your registration by clicking on My Account. Log in and change any information you wish—your credit card, billing address, log-in name, password, stored shipping addresses, etc. At this time, most registration information cannot be deleted, only updated. However, you can delete credit card information and unused shipping addresses.
- I forgot my password! What should I do?
- On the My Account page, click the “Forgot your username or password?” link. You will be given instructions and asked to enter your e-mail address. Please do not call Customer Service to obtain your username or password. They can only be obtained through the Web site using the “Forgot your username or password?” link.
- What browser should I use to view americangirl.com and place an order?
- The American Girl Web site is best viewed with Firefox 2.0 and above, Internet Explorer 6 and above, Safari 2 and above, and America Online (AOL). You can download the most current versions by clicking on the browser names.
These browsers have been tested on our site and should allow you to view the site most of the time. However, please note that with all of the computer/browser combinations, there are sure to be some bugs. In particular, if you are using Internet Explorer on a Macintosh computer, please consider using Firefox or Safari.
- 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 americangirl.com?
- The American Girl 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 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 Web site address, and try again. If you continue to have difficulties, quit the browser, relaunch it, and try the Web site address again.
- Why is registration not accepting my credit card number?
- The most common problem is a keying error. Be sure to select the card type and enter the number very carefully. Enter the numbers in the same order they appear on the card, without dashes, commas, or spaces. If you use the numbers pad on your keyboard, be sure the Num Lock key is pressed. Make sure you have not typed a lowercase “L” for a “one” or an uppercase “O” for a “zero.” If you encounter an error page that asks you to re-enter the information, make sure you re-select the credit card type, and re-enter the number and expiration date. Credit card information is not stored until registration is complete.
- 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 at im_catalog_cs@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 98/NT/2000/Me/XP, Mac, Unix)
- The Web browser you are using (Internet Explorer, Safari, Firefox, AOL, etc.) including the browser version number (5.5, 6.0, etc.)
- Your Internet Service Provider
- 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 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 800-360-1861 between 7:00 a.m. and 10:00 p.m., Central Time.
- The Web site is busy. Can I e-mail my order?
- 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 e-store, please call our toll-free number at 800-360-1861 between 6 a.m. and midnight, Central Time.
- I am nervous about actually placing my order online. Are there other options for ordering American Girl products?
- Certainly! To place your order by phone, put items in your shopping bag as you browse the American Girl e-store, view the contents of your shopping bag, and with this screen in front of you, call our toll-free number, 800-360-1861.
- Can I send gifts to more than one shipping address?
- 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.
- Can I have my items gift-wrapped?
- Most products arrive in custom bags or gift boxes at no extra charge. Gift-wrapping is available for many of the items featured in our e-store. 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, check the “Giving a Gift?” box on the “Select Shipping Options” screen during checkout. When you click “Continue,” you will be able to select the Gift Wrap box for each item you wish to have wrapped.
- What forms of payment do you accept at the American Girl e-store?
- We accept MasterCard, American Express, Visa, Discover/Novus, Bill Me Later®, and gift certificates. You must be at least 18 years old to order. We do not accept money orders, cash, or checks for orders placed online.
- What kind of sales tax do I have to pay when I shop at the American Girl e-store?
- If your e-store order is shipped to California, Colorado, Georgia, Illinois, Massachusetts, Minnesota, New York, Texas, and Wisconsin, you will pay any applicable state and local sales tax.
- What are your shipping options and prices?
- 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 $4.95, 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, Hawaii, and Canada by First Class Priority Mail. Standard shipping to Canada requires an additional $10.00 charge to the standard shipping and processing rates. Rush shipping to Canada requires an additional $20.00 charge to the standard shipping and processing rates. Canadian Customs requires Canadian recipients to pay customs and duties on each shipment. The order may be shipped in multiple boxes, and duties and taxes are applied to each box.
- Is the package identified as coming from American Girl?
- For safety and legal reasons, our company name appears on our shipping boxes. Please keep this in mind when selecting your shipping destination.
- Are there any special savings available when you purchase at the American Girl e-store?
- 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.
- I am unclear if you have received my American Girl e-store order. Will you let me know if it has been received?
- 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. AOL users: Your e-mail address must include “@aol.com”. You will receive an initial e-mail within five minutes of placing your order. 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!
- Will my items look exactly as pictured?
- Actual products may not be identical to items shown. Unless noted, dolls, outfits, and accessories are sold separately. Dolls cannot always be posed and hold accessories as pictured. Just Like You dolls, when shipped, may have their hair in a ponytail and not styled as shown in the catalogue or on the Web site. All historical character books available in paperback; selected titles also available in hard cover.
- What if an item I ordered is not in stock?
- 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.
- May I purchase product in 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 web site.
- How do I search for a product at the American Girl e-store?
- Throughout the American Girl e-store, you can use our handy product search function to locate an item. Enter a keyword, all or part of the product name, or a product code, and click “go” to see the search results. If you do not receive the results you expected, try searching by a one-word description, such as “hat” or “bed.”
- Do you have sizing guidelines for the girls’ outfits?
- We sure do! Our sizing charts, for little girls’ sizes 3-6X and girls 7-20, are available throughout the Web site and in our print catalogue.
- Can I register at the American Girl e-store?
- To make your shopping experience quick and easy, you can register your billing and shipping information on the My Account page. The information is gathered in a secure environment.
- Why do I need a password when I register at the American Girl e-store?
- Your password is an extra level of security that protects the private information you give us.
- Why is the registration not accepting 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. This information is not stored until registration is complete.
- After registering at the American Girl e-store, how do I log in to see my account on my next visit?
- You can log in during the checkout process or by visiting the My Account page. You can also find links to My Account in the footer of all pages in the e-store.
- How do I log out of my account?
- Be sure to click the “log out” link in the upper right corner of your screen, either at the end of the checkout process or on the My Account page.
- Is the package identified as coming from American Girl?
- For safety and legal reasons, our company name appears on our shipping boxes. Please keep this in mind when selecting your shipping destination.
- Can I ship outside the United States at the American Girl e-store?
- For international rates, e-mail us at service@americangirl.com, or from outside the U.S., call 608-831-5210 or fax 608-828-4790. Recipient is responsible for all taxes and duties.
- Can I ship to APO/FPO addresses through the American Girl e-store?
- 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.
- How do I return or exchange something I purchased from American Girl?
- All orders may be returned for an exchange, credit, or refund of the product purchase price. Follow the instructions on the back of the packing slip enclosed with your order or complete the Return Form and send it in. We do not accept returns by COD. If we cannot determine the purchase price of a returned item, a refund or credit is issued at the current price. Shipping and processing charges are not refunded. Please pack your shipment securely and return it to us via UPS or insured mail for your protection. Our address is: Returns Department, American Girl, 8300 Fairway Place, Middleton, WI 53562. Allow a minimum of two business days, after receipt, for your request to be processed.
- How can I receive an American Girl catalogue?
- Visit the American Girl e-store and click on Catalogue request.
- Call 800-360-1861 in the U.S. or Canada, seven days a week, 6 a.m. to midnight, Central Time.
- Write us at American Girl, P.O. Box 620497, Middleton, WI 53562-0497.
At this time, we can accept catalogue requests from the United States and Canada only. We are unable to send catalogues to international addresses.
- Can I bill to an international address at the American Girl e-store?
- We’re sorry, but at this time, we cannot accept addresses outside the United States or Canada at our e-store. If your billing address is an international address, you must call our customer service department between 7 a.m. and 10 p.m., Central Time. From within the U.S. or Canada, call 800-360-1861. From elsewhere, call 608-831-5210.
- I have already placed an order. When will I receive it?
- 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 in the e-store. For questions about an order already placed, e-mail us at service@americangirl.com; call 800-360-1861, seven days a week, 7 a.m.-10 p.m. Central Time; 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. - How can I send my doll to the Doll Hospital?
- You may send your doll to American Girl’s Doll Hospital using our admission form. Our expert staff is specially trained to handle repairs for 18-inch American Girl dolls, and Bitty Baby and Bitty Twins dolls. Sorry, we cannot treat Hopscotch Hill School or Girls of Many Lands dolls. To learn more, visit the Doll Hospital page.
- I was going to send a doll to the Doll Hospital for repairs and noticed that I could get her ears pierced, too. What do I need to do to add this service?
- Please complete the Doll Hospital admittance form to request the repair services you would like and the doll ear-piercing form to add earrings to your 18” doll. Be sure to follow the instructions on each form to ensure a quick return.
- How can I participate in your affiliate program?
- At this time, americangirl.com does not participate in any affiliate programs.
- How do I contact American Girl?
- You can reach our staff in the following ways:
- Call us at 800-360-1861 in the U.S. or Canada, seven days a week, 6 a.m. to midnight, Central Time.
- Write to us at American Girl, P.O. Box 620497, Middleton, WI 53562-0497.
- E-mail us at im_catalog_cs@americangirl.com for catalogue or e-store questions.
E-mail us at im_cs@americangirl.com for comments about the Fun For Girls features you see on americangirl.com.
- Where to Recycle
- To find the nearest Household Hazardous Waste Facility, go to www.earth911.com and follow these instructions:
- Enter your ZIP/postal 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 (HHW) Facility nearest you.
- Why should I recycle button cell batteries?
- Recycling batteries is a way to reduce the amount of mercury in your local landfill.
- What types of button cell batteries are used in American Girl products?
- Alkaline-manganese and silver-oxide button cell batteries are typically used in watches, toys, and calculators.
- How do I receive a pre-paid mailing label for button cell batteries?
- Please call us toll free at 800-360-1861 to receive a mailing label for returning button cell batteries.
- How can I purchase a membership in the American Girl Club?
- Memberships to the American Girl Club are no longer for sale because the Club closed on August 15, 2006. We apologize for any inconvenience.
- How can I activate my American Girl Club membership?
- Because the American Girl Club closed on August 15, 2006, American Girl is no longer allowing Club activations. If you have a Club kit, American Girl will provide full refunds to Club kit holders who have not activated their memberships. Please call our Customer Service department at 1-800-360-1861 for more information on receiving a refund for Club kits. When you call, please have available your Club kit activation number, which can be found on your Welcome letter.
- I see you have a new payment method, what is Bill Me Later®?
- Bill Me Later is a safe and convenient payment method offered through CIT Bank, Salt Lake City, Utah. It is available to all US customers who are of legal age in their state of residence. It is subject to credit approval. Depending on your prior Bill Me Later activity, once approved, you’ll have 25 days from the date of the statement to pay for your purchase.
- I was declined by Bill Me Later. Whom can I contact to find the reason why?
- American Girl has no information as to why applicants are declined. You will receive a letter in the mail explaining the reason for the decline. If you have further questions regarding the decline, you may call Bill Me Later’s Customer Service at 1-866-528-3733 or visit their website at www.billmelater.com.
- What is American Girl doing on QVC?
- American Girl is partnering with QVC to showcase several collections created exclusively for QVC.
- Are you planning to do other segments on QVC at a later date?
- Yes, we are planning to do additional segments on QVC and are still working through specific dates and times.
- Can I purchase the QVC product collections at your American Girl stores?
- The collections are available exclusively through QVC and will not be available to purchase through any of American Girl’s proprietary sales channels.
- I need to return the American Girl products I purchased recently through your QVC promotion. What do I need to do?
- American Girl products purchased through QVC can be returned directly to QVC for a refund or exchange within 30 days of receipt of the items. For more specific information on returns, please contact QVC’s Customer Service department at 1-800-367-9444.
- The American Girl product order I placed through QVC is damaged/missing. What can I do?
- To return damaged product or check on a missing package sent from QVC, contact QVC’s Customer Service department at 1-800-367-9444.
