items

Frequently Asked Questions

American Girl Gift Cards
  1. Where are American Girl gift cards accepted?
  2. Can I include a gift message with my purchase of an American Girl gift card?
  3. Does American Girl offer electronic gift cards?
  4. What can I buy online with American Girl gift cards?
  5. What can I buy at American Girl stores with American Girl gift cards?
  6. How do I redeem a gift card at americangirl.com?
  7. What is my American Girl gift card number?
  8. Do all American Girl gift cards come with a PIN?
  9. When I use an American Girl gift card for a purchase, at what point is the value deducted?
  10. How can I check the balance on my American Girl gift card?
  11. Do I pay shipping and processing fees when I purchase an American Girl gift card online or by phone?
  12. Is there a fee to check the balance on my American Girl gift card?
  13. Do dormancy fees apply to American Girl gift cards?
  14. Do I need to keep my gift card after I've used it?
  15. What can I do if my gift card is lost, stolen, or damaged?
  16. Is there an easy way to order a large quantity of American Girl gift cards?
  17. May I use an American Girl gift card to purchase American Girl books at a bookstore?
  18. May I still use my American Girl Spending Money Gift Certificate?
Now Selling Our Products in Canada
  1. Is it true that American Girl is selling its products in Canada?
  2. Why is American Girl doing this?
  3. What is American Girl doing differently if Canadians have always been able to buy our products?
  4. Will the full line-up of American Girl products be available to Canadians in the Canadian catalogue or at americangirl.com?
  5. Why isn't your entire product line available in Canada?
  6. I purchased items from your Bitty Baby doll line earlier this year and now I see that items from that line aren't available to Canadian customers. Why?
  7. Does this mean that the products I purchased aren't considered safe?
  8. Is the catalogue or website available in French?
  9. Will American Girl actively market in Quebec?
  10. Will product packaging be written in both English and French?
Placing an Order in Canada
  1. How do I place an order shipping to a Canadian address?
  2. What currency will Canadian customers be charged?
  3. Are prices the same in Canada and the U.S.?
  4. How do I place an order by mail to ship to Canada?
  5. How long will it take to receive an order shipping to Canada?
  6. Is the delivery time you are quoting for the package to reach Customs or the delivery address?
  7. Who will deliver my order to Canada?
  8. What are "Canada Delivery Fees"?
  9. Can I place an order without paying the Canada Delivery Fees?
  10. What does a Customs Broker do?
  11. Will I need to pay anything more when my package arrives if I am paying Canada Delivery Fees?
  12. Will there still be collection fees assessed per box when the order is delivered?
Returning an Order from Canada
  1. How do I return an item?
  2. Do I have to pay shipping fees for a return?
  3. What if the return is due to an error made by American Girl?
  4. Can I send an item back for exchange?
  5. Are Canada Delivery Fees refundable if I return what I purchased?
Shipping Options and Prices in Canada
  1. Will Canadian customers have the same shipping options as U.S. customers—such as rush delivery?
  2. What are the shipping options and prices?
How do I shop at the American Girl Web site?
Shopping for the American Girl products you love has never been easier or more convenient! Just visit the American Girl Web site 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 Web site. When you see an item you want to purchase, click “Add to Bag.”

Return to Top

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.

Return to Top

How do I change an order?
Once an order is submitted through the American Girl Web site, it goes immediately into the system and unfortunately cannot be changed. Any product, however, may be returned for exchange or or merchandise credit. A refund is available with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable. Please visit americangirl.com/returns for details.

Return to Top

How do I cancel an order?
Once an order is submitted through the American Girl Web site, it goes immediately into the system and unfortunately cannot be changed. Any product, however, may be returned for exchange or or merchandise credit. A refund is available with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable. Please visit americangirl.com/returns for details.

Return to Top

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 Web site 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.

Return to Top

Is the American Girl Web site 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 Web site PRIVACY STATEMENT and Terms and Conditions for more information.

Return to Top

Do I have to register at the American Girl Web site?
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.

Return to Top

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.

Return to Top

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.

Return to Top

What browser should I use to view americangirl.com and place an order?
The American Girl Web site is best viewed with Internet Explorer 8 and latest versions of Firefox, Chrome, and Safari. 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.

Return to Top

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.

Return to Top

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.

Return to Top

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 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 (Internet Explorer, Safari, Firefox, Chrome, etc.) including the browser version number.
  • 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 800-845-0005 between 7:00 a.m. and 10:00 p.m., Central Time.

Return to Top

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 Web site, please call our toll-free number at 800-845-0005 between 6 a.m. and midnight, Central Time; holiday and summer hours subject to change.

Return to Top

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 Web site, view the contents of your shopping bag, and with this screen in front of you, call our toll-free number, 800-845-0005.

Return to Top

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.

Return to Top

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 Web site. 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.

Return to Top

What forms of payment do you accept at the American Girl Web site?
We accept MasterCard, American Express, Visa, Discover/Novus, gift certificates, and 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.

Return to Top

What kind of sales tax do I have to pay when I shop at the American Girl Web site?
If your Web site order is shipped to California, Colorado, Florida, Georgia, Hawaii, Illinois, Kansas, Massachusetts, Minnesota, Missouri, New York, North Carolina, Ohio, Texas, Virginia, Washington, and Wisconsin, you will pay any applicable state and local sales tax.

Return to Top

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 $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.

Shipping to Canada: Add $5 for standard shipping and processing rates. All shipments are sent via Canada Post. We offer an "Express" shipping option for an additional $10. 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. Some products cannot be shipped outside the United States. Canadian deliveries reflect costs paid through a customs broker for delivery to your door. All prices listed on our web site are in US currency.

Return to Top

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. We would not want to unintentionally spoil a surprise!

Return to Top

Are there any special savings available when you purchase at the American Girl Web site?
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.

Return to Top

I am unclear if you have received my American Girl Web site 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!

Return to Top

How long are prices and availability valid?
Availability and prices are subject to change, and retail selection may vary. Find the most current availability and prices at americangirl.com.

Return to Top

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. Dolls cannot always be posed and hold accessories as pictured. My American Girl® 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.

Return to Top

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.

Return to Top

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.

Return to Top

How do I search for a product at the American Girl Web site?
Throughout the American Girl Web site, 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.”

Return to Top

Do you have sizing guidelines for the girls’ outfits and footwear?
We sure do! Our sizing charts for little girls sizes 3-7 and girls sizes 6-20, are available throughout the website and in our catalogues.

Return to Top

Can I register at the American Girl Web site?
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.

Return to Top

Why do I need a password when I register at the American Girl Web site?
Your password is an extra level of security that protects the private information you give us.

Return to Top

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.

Return to Top

After registering at the American Girl Web site, 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 Web site.

Return to Top

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.

Return to Top

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.

Return to Top

Can I ship outside the United States at the American Girl Web site?
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.

Return to Top

Can I ship to APO/FPO addresses through the American Girl Web site?
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.

Return to Top

How do I place an order by mail to ship to Canada?
We're sorry. We do not accept mail orders shipping to international addresses, including Canada.

Return to Top

How long will it take to receive an order shipping to Canada?

Most orders take approximately 7 to 11 business days to arrive once the order has been successfully processed. Saturdays, Sundays and weekday Canadian holidays should not be factored into the delivery time as they are not business days. Delivery may take longer during our busy holiday season.

Please refer to the information provided when you place your order for current estimated delivery times. To avoid any possible disappointment, check delivery estimates carefully when placing orders for Christmas or other special occasions.

Return to Top

Is the delivery time you are quoting for the package to reach Customs or the delivery address?
Our shipments clear Customs electronically and no longer stop for duties and taxes to be assessed manually. Our estimated delivery times are to the delivery address.

Return to Top

Who will deliver my order to Canada?
Canada Post will deliver your order.

Return to Top

What are "Canada Delivery Fees"?
They are the costs that allow us to conveniently deliver the package to your door. Canada Delivery Fees include any applicable duties, taxes, and brokerage fees.

Return to Top

Can I place an order without paying the Canada Delivery Fees?

No. For service reasons, we do not offer this option. Please know there are many benefits from paying the Canada Delivery Fees when you place your order.

Your package will clear Customs electronically. This avoids delays for duties and taxes to be assessed manually, most of which occur while each package waits its turn to be processed in Customs. Tracking information will be available if the progress of the shipment is desired. No one will need to be present to accept delivery of the package allowing delivery to the door. No money will be demanded to accept delivery of the package. All duties, taxes, and brokerage fees were paid for when you placed your order.

Return to Top

Will I need to pay anything more when my package arrives if I am paying Canada Delivery Fees?
No. All costs to get your order to Canada are paid for when you place your order. This allows for delivery to be made to the doorstep, whether or not someone is available to accept the delivery.

Return to Top

Will there still be collection fees assessed per box when the order is delivered?
No. The collection fees, normally $5.00 per box, are only assessed when duties and taxes need to be collected before delivery can be made. Paying Canada Delivery Fees when you place your order allows us to ship your order duties paid. These collection fees will not apply to your American Girl order.

Return to Top

Do you offer an expedited shipping service to Canada?
We offer an "Express" shipping option for an additional $10. 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.

Return to Top

Are Canada Delivery Fees refundable if I return what I purchased?

Unlike shipping charges, Canada Delivery Fees (duties, taxes, and brokerage fees) paid to American Girl when placing an order can be refunded when returning an item for refund or exchange. New Canada Delivery Fees apply to any item shipped in exchange.

To receive a refund of Canada Delivery Fees paid to American Girl, you must include the order number of the purchase from American Girl. We are happy to assist you with this information. No refund of these fees will be honored if the original order number from American Girl is not provided. Duties, taxes, or brokerage fees paid directly to Canada Post or any other carrier are not refundable by American Girl.

Return to Top

What does a Customs Broker do?
By ordering goods from American Girl you hereby authorize our licensed customs broker, to act on your behalf as your agent with the Canada Border Service Agency, to clear goods through customs, account for all duties and taxes owing and handle any returns and subsequent refunds on your behalf. You understand and waive your right to receive any refunds of duties and taxes from Wm. L. Rutherford Ltd., and understand that product refunds, duties and taxes will be returned directly to you by American Girl.

Return to Top

How do I return an item(s) I purchased from American Girl?
Any product may be returned for exchange or merchandise credit. A refund is available with your original proof of purchase from American Girl. A refund or credit will be issued for the purchase price, current list price or prorated price depending on the item(s) returned. Shipping and processing fees are non-refundable.

You have two options for return.

Bring it in: You may return or exchange your item(s) at any of our retail stores. For locations, visit americangirl.com/stores.

Send it in: To send us a product return, 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 shipping label. There is not a fee for this 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.

Return to Top

What is proof of purchase?
For catalogue and web orders, please provide the order number or packing slip. For retail purchases, please include a copy of your receipt. Returns with proof of purchase can be processed faster, and you are assured of a refund for your purchase price. A refund or credit will be issued for the purchase price, current list price or prorated price depending on the item(s) returned.

Return to Top

What if my item(s) was a gift?
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.

Return to Top

What is a merchandise credit?
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 American Girl retail locations; americangirl.com; and on phone, mail, and fax orders.

Return to Top

Can I send an item(s) back for exchange?
To exchange an item(s) you wish to return, complete the return form and print either the flat-rate mailing label or pre-addressed shipping label. Simply place a new order for your desired item(s).

Return to Top

What is a return reason and why do you need it?
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.

Return to Top

Will my refund include sales tax?
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).

Return to Top

How much does the flat-rate mailing label cost, and how do I pay for it?
The flat-rate mailing label costs $6.95; it is deducted from your refund.

Return to Top

How can I get my name and zip code to appear on the flat-rate mailing label?
It is not necessary for this information to appear on the flat-rate mailing label for American Girl to receive your return. Please ensure you include the return form inside the shipping box.

Return to Top

If you don't need my name and zip code for the flat-rate mailing label, why did you ask for it when I completed the form?
Should we need to identify your package before it is processed, your zip code and last name (up to a total of 20 characters) will appear on the flat-rate mailing label in the RMA field. (Please see diagram.)

Return to Top

If I use the flat-rate mailing label, where do I take my package?
You may take your package to any FedEx or USPS location, USPS collection box, or place the package in your residential mailbox.

Return to Top

What ship method is used with the flat-rate mailing label?
Packages sent to American Girl with flat-rate mailing labels are shipped via FedEx SmartPost®.

Return to Top

How long will it take for my return to get to American Girl if I use the flat-rate mailing label?
Packages sent back with the flat-rate mailing label generally take 3-9 business days to arrive at American Girl.

Return to Top

Can I track my package if I use the flat-rate mailing label?
If you would like to track your return, copy the tracking number on your label (Please see diagram). Packages can be tracked at FedEx.com.

Return to Top

If I need to print a replacement flat-rate mailing label (my original was lost, I had an issue with my printer, etc.), will I be charged for the original and replacement labels?
Please be assured you are charged only for the flat-rate mailing labels received by American Girl. Feel free to print replacements as needed.

Return to Top

My return is in multiple boxes. How many flat-rate mailing labels do I need?
Each box requires a separate label with a unique tracking number. Please generate a label for each box.

Return to Top

Do I have to use the flat-rate mailing label?
Absolutely not! If you don't want to use the flat-rate mailing 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 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.

Return to Top

Can I arrange to have my package with a flat-rate mailing label picked up?
Yes! The US Postal Service offers free package pickup from a residential or business address. Please visit USPS.com for details.

Return to Top

I live in Canada. How do I return an item(s)?
Please visit americangirl.com/returns to complete a Canadian Return Form. After you have completed the form, click on the link to print a Canadian pre-addressed shipping label. 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. Ship your package via small parcel carrier such as Canada Post for your protection.

Return to Top

I live in Canada. Can I send an item(s) back for exchange?
To exchange an item(s) you wish to return, complete the Canadian Return Form and print the pre-addressed shipping label. Simply place a new order for your desired item(s).

Return to Top

I live outside the US and Canada. How do I return an item(s)?
Please contact Customer Service for assistance at 608-831-5210 or cs.international@americangirl.com. We are available 6 a.m. to midnight CT, 7 days a week (holiday and summer hours subject to change).

Return to Top

Will the full line of American Girl products be available at Indigo/American Girl Store- in-Stores?
Indigo/American Girl Store- in-Stores will offer a select product assortment from American Girl. The popular Doll Hair Salon experience will also be offered. Products available may vary and are subject to change. For more information regarding all American Girl products available to Canadian customers, visit americangirl.com or call 800-360-1861. Please note some products through our catalogue may not be available to ship to Canada.

Return to Top

How do I return/exchange an American Girl item(s) purchased from Indigo?
American Girl items purchased in an Indigo store may only be returned to an Indigo/American Girl Store-in-Store.

Return to Top

Can I return/exchange an item I purchased from American Girl to an Indigo/American Girl Store-in-Store?
Items purchased from American Girl may only be returned or exchanged at a U.S. American Girl retail store or through American Girl returns. To send in a return, please visit americangirl.com/returns to complete a Canadian Return Form.

Return to Top

Can I use my American Girl gift card at Indigo for American Girl merchandise or services?
American Girl gift cards are only redeemable at americangirl.com, at U.S. American Girl retail stores or by phone at 800-360-1861. Indigo gift cards are not accepted by American Girl.

Return to Top

How can I receive an American Girl catalogue?
  • Visit the American Girl Web site and click on Catalogue request.
  • Call 800-845-0005 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.

Return to Top

Catalogue Mailing Preferences

American Girl wants our catalogues to be welcome in your home. To be removed from our mailing list, email us at preferences@americangirl.com. Include your complete name and mailing address, or send a photo of the name and address that appears on the back of your catalogue.

Return to Top

Can I bill to an international address at the American Girl Web site?
We’re sorry, but at this time, we cannot accept addresses outside the United States or Canada at our Web site. 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 800-845-0005. From elsewhere, call 608-831-5210.

Return to Top

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 Web site. For questions about an order already placed, e-mail us at service@americangirl.com; call 800-845-0005, 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.

Return to Top

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 (US or Canada). 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.

Return to Top

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 (US or Canada) 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.

Return to Top

How can I participate in your affiliate program?
At this time, americangirl.com does not participate in any affiliate programs.

Return to Top

How do I contact American Girl?
You can reach our staff in the following ways:
  • Call us at 800-845-0005 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 service@americangirl.com with questions or comments about our catalogue, e-commerce site, or the Play @ American Girl features on americangirl.com.
  • Return to Top

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.

Return to Top

Why should I recycle button cell batteries?
Recycling batteries is a way to reduce the amount of mercury in your local landfill.

Return to Top

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.

Return to Top

How do I receive a pre-paid mailing label for button cell batteries?
Please call us toll free at 800-845-0005 to receive a mailing label for returning button cell batteries.

Return to Top

Where are American Girl gift cards accepted?
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. How do I purchase an American Girl gift card? You can purchase cards online, by phone at 800-845-0005, and in all of our American Girl retail stores including the American Girl store located at The Outlet Shoppes in Oshkosh, Wisconsin.

Return to Top

Can I include a gift message with my purchase of an American Girl gift card?
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.

Return to Top

Does American Girl offer electronic gift cards?
All American Girl gift cards are plastic cards. Sorry, we do not offer electronic gift cards at this time.

Return to Top

What can I buy online with American Girl gift cards?
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.

Return to Top

What can I buy at American Girl stores with American Girl gift cards?
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 Reservations Associate.

Return to Top

How do I redeem a gift card at americangirl.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 PIN (the 4-digit number located on the back of your gift card). 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 5 American Girl gift cards for payment at americangirl.com; to use more, please call to place your order.

Return to Top

What is my American Girl gift card number?
Your gift card number is a unique 19-digit number printed on the back of the gift card.

Return to Top

Do all American Girl gift cards come with a PIN?
Yes, there is a PIN located on the back of American Girl gift cards. A PIN is a Personal Identification Number that is unique to your American Girl gift card. For your security, the PIN must be entered to redeem the gift card online, on a phone order, or to check your balance.

Return to Top

When I use an American Girl gift card for a purchase, at what point is the value deducted?
The purchase value is deducted immediately from the available balance on the gift card at the time of the purchase.

Return to Top

How can I check the balance on my American Girl gift card?
You may check your balance any time. Either click on gift card balance and follow the instructions, call 800-772-0274, 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.

Return to Top

Do I pay shipping and processing fees when I purchase an American Girl gift card online or by phone?
No—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 $5 surcharge). When you purchase a gift card that must be rush-shipped, or shipped internationally, additional charges will apply.

Return to Top

Is there a fee to check the balance on my American Girl gift card?
There are no fees to check your balance.

Return to Top

Do dormancy fees apply to American Girl gift cards?
Dormancy fees do not apply to balances on gift cards issued by American Girl. Any unused balance remains on the gift card until spent.

Return to Top

Do I need to keep my gift card after I’ve used it?
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.

Return to Top

What can I do if my gift card is lost, stolen, or damaged?
Please protect your card like cash. American Girl is not responsible for replacing lost, stolen, or damaged cards.

Return to Top

Is there an easy way to order a large quantity of American Girl gift cards?
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.

Return to Top

May I use an American Girl gift card to purchase American Girl books at a bookstore?
Sorry, American Girl gift cards may only be redeemed at American Girl stores.

Return to Top

May I still use my American Girl Spending Money Gift Certificate?
American Girl will continue to honor previously issued American Girl Spending Money Gift Certificates with an available balance for online purchases, in American Girl stores, and on phone and mail orders.

Return to Top

Is it true that American Girl is selling its products in Canada?
Yes, as a result of growing requests and support, we're pleased to be providing a catalogue and website experience for Canadian fans of American Girl.

Return to Top

Why is American Girl doing this?

For nearly 30 years, American Girl has been creating products and experiences that celebrate girls' lifestyles and help them achieve their personal best. Selling directly to customers in Canada allows us to build on our strong commitment of providing high-quality, age-appropriate books, dolls, and experiences to girls ages 3 and up, while strengthening our relationship with parents who trust American Girl to offer products that build their daughters' confidence and self-esteem.

In addition, while we know we've had American Girl fans in Canada for years, marketing directly to Canadian customers allows us to introduce and welcome even more customers to the brand.

Return to Top

What is American Girl doing differently if Canadians have always been able to buy our products?
While we've been shipping American Girl products to Canadians for years, we're now actively doing business in Canada. Therefore, we are following new company procedures to ensure we comply with all requirements.

Return to Top

Will the full line-up of American Girl products be available to Canadians in the Canadian catalogue or at americangirl.com?

We are not able to offer all products to Canadian customers through the Canadian catalogue or at americangirl.com, but it's possible that additional products may become available to Canadian customers in the future.

We currently have a large assortment of our most popular American Girl products to offer, including dolls, clothing, and accessories from our 18-inch flagship Historical doll line, as well as our contemporary 18-inch My American Girl and Girl of the Year doll lines. An assortment of our award-winning American Girl books will also be available.

Return to Top

Why isn't your entire product line available in Canada?

We are not able to offer all products for our launch in Canada, but it's possible that additional products may become available to Canadian customers in the future.

The reason is this: In the past, we shipped American Girl products to Canadian customers, but we weren't actively and specifically marketing and selling our products into Canada. Now that we are actively marketing our products into Canada through a new Canadian-specific catalogue and our website, we are following new company procedures to ensure we comply with all requirements.

While American Girl products are designed and manufactured to meet or exceed compliance with U.S. regulations, certain guidelines and laws, such as those regarding product labeling and packaging, differ between the U.S. and Canada.

Return to Top

I purchased items from your Bitty Baby doll line earlier this year and now I see that items from that line aren't available to Canadian customers. Why?

While we previously were shipping American Girl products to Canadian customers, we weren't actively marketing and selling our products via a Canadian-specific catalogue and website experience. Now that we are actively marketing our product into Canada, we are following new company procedures to ensure we comply with all requirements of an established direct-to-consumer business in Canada.

American Girl products are designed and manufactured to meet or exceed compliance with U.S. regulations, but certain guidelines and laws, such as those regarding product labeling and packaging, differ between the U.S. and Canada.

Because of these differences, we are not able to offer all of our products for this initial launch in Canada. However, it's possible that additional products may become available to Canadian customers in the future.

Return to Top

Does this mean that the products I purchased aren't considered safe?

No, not at all. The safety of our products is our number-one priority. We create and produce beloved dolls, books, and accessories for young girls, and we know that with this comes the responsibility to ensure quality and safety. We strive to sustain the trust of consumers by employing strict standards that extend from product design to manufacturing and distribution.

As part of Mattel, American Girl applies internal operating procedures designed to meet or exceed compliance with U.S. regulations and laws. However, certain guidelines and laws, such as those regarding product labeling and packaging, differ between the U.S. and Canada.

Because of these differences, we are not able to offer all of our products for this initial launch in Canada. However, it's possible that additional products may become available to Canadian customers in the future.

Return to Top

Is the catalogue or website available in French?
No. The catalogue and website will be offered only in English at this time.

Return to Top

Will American Girl actively market in Quebec?
No. Due to Canadian language requirements in Quebec, we do not have plans to market or sell American Girl products in Quebec at this time.

Return to Top

Will product packaging be written in both English and French?
All Canadian product packaging will be compliant with Canadian labeling laws. Portions of the packaging will be available in English and French.

Return to Top

How do I place an order shipping to a Canadian address?
Shopping for the American Girl products you love has never been easier or more convenient! If the billing address on your credit card is in the US or Canada, you may place your order online or by calling 1-800-845-0005. At the American Girl Web site home page 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 Web site. When you see an item you want to purchase, click "Add to Bag."

Return to Top

What currency will Canadian customers be charged?
Customers will be charged in U.S. currency.

Return to Top

Are prices the same in Canada and the U.S.?
Yes, the price of products will be the same for Canadian and U.S. customers.

Return to Top

How do I place an order by mail to ship to Canada?
We're sorry. We do not accept mail orders shipping to international addresses, including Canada.

Return to Top

How long will it take to receive an order shipping to Canada?

Most orders take approximately 7 to 11 business days to arrive once the order has been successfully processed. Saturdays, Sundays and weekday Canadian holidays should not be factored into the delivery time as they are not business days. Delivery may take longer during our busy holiday season.

Please refer to the information provided when you place your order for current estimated delivery times. To avoid any possible disappointment, check delivery estimates carefully when placing orders for Christmas or other special occasions.

Return to Top

Is the delivery time you are quoting for the package to reach Customs or the delivery address?
Our shipments clear Customs electronically and no longer stop for duties and taxes to be assessed manually. Our estimated delivery times are to the delivery address.

Return to Top

Who will deliver my order to Canada?
Canada Post will deliver your order.

Return to Top

What are "Canada Delivery Fees"?
They are the costs that allow us to conveniently deliver the package to your door. Canada Delivery Fees include any applicable duties, taxes, and brokerage fees.

Return to Top

Can I place an order without paying the Canada Delivery Fees?

No. For service reasons, we do not offer this option. Please know there are many benefits from paying the Canada Delivery Fees when you place your order.

Your package will clear Customs electronically. This avoids delays for duties and taxes to be assessed manually, most of which occur while each package waits its turn to be processed in Customs. Tracking information will be available if the progress of the shipment is desired. No one will need to be present to accept delivery of the package allowing delivery to the door. No money will be demanded to accept delivery of the package. All duties, taxes, and brokerage fees were paid for when you placed your order.

Return to Top

What does a Customs Broker do?
By ordering goods from American Girl you hereby authorize our licensed customs broker, to act on your behalf as your agent with the Canada Border Service Agency, to clear goods through customs, account for all duties and taxes owing and handle any returns and subsequent refunds on your behalf. You understand and waive your right to receive any refunds of duties and taxes from Wm. L. Rutherford Ltd., and understand that product refunds, duties and taxes will be returned directly to you by American Girl.

Return to Top

Will I need to pay anything more when my package arrives if I am paying Canada Delivery Fees?
No. All costs to get your order to Canada are paid for when you place your order. This allows for delivery to be made to the doorstep, whether or not someone is available to accept the delivery.

Return to Top

Will there still be collection fees assessed per box when the order is delivered?
No. The collection fees, normally $5.00 per box, are only assessed when duties and taxes need to be collected before delivery can be made. Paying Canada Delivery Fees when you place your order allows us to ship your order duties paid. These collection fees will not apply to your American Girl order.

Return to Top

How do I return an item?
Please visit americangirl.com/returns to complete a Canadian Return Form. After you have completed the form, click on the link to print a Canadian pre-addressed shipping label. 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. Ship your package via small parcel carrier such as Canada Post for your protection.

Return to Top

Do I have to pay shipping fees for a return?
Yes. Customers pay shipping on returns.

Return to Top

What if the return is due to an error made by American Girl?
Customers do not pay return shipping fees if the return is due to an error made by American Girl.

Return to Top

Can I send an item back for exchange?
To exchange an item, complete the Canadian Return Form and print the pre-addressed shipping label. Simply place a new order for your desired item(s).

Return to Top

Are Canada Delivery Fees refundable if I return what I purchased?

Unlike shipping charges, Canada Delivery Fees (duties, taxes, and brokerage fees) paid to American Girl when placing an order can be refunded when returning an item for refund or exchange. New Canada Delivery Fees apply to any item shipped in exchange.

To receive a refund of Canada Delivery Fees paid to American Girl, you must include the order number of the purchase from American Girl. We are happy to assist you with this information. No refund of these fees will be honored if the original order number from American Girl is not provided. Duties, taxes, or brokerage fees paid directly to Canada Post or any other carrier are not refundable by American Girl.

Return to Top

Will Canadian customers have the same shipping options as U.S. customers—such as rush delivery?
We offer an "Express" shipping option for an additional $10. 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.

Return to Top

What are the shipping options and prices?

Canada order information

Delivery dates are only estimates. Delivery calculation starts on the first business day after the order is placed (business days are Monday through Friday, not including holidays). When applicable, surcharges for large or heavy items are noted following the item price. Shipments to Canada are delivered by Canada Post. The standard shipping rates are available in our catalogue and online. Shipments to Canada are also subject to Canada Delivery fees (comprised of applicable duties, taxes. and brokerage fees) paid through a customs broker to allow delivery to your door. No other payment will be required to accept delivery of your order.

Return to Top