AmericanGirlStore.com Frequently Asked Questions



       Quick Answers - Our top 10 most-often asked questions
  1. How do I shop at the American Girl e-store?

  2. How do I place an online order?

  3. What is the Wish List and how does it work?

  4. How do I change an order?

  5. How do I cancel an order?

  6. How long does it take to process an online order?

  7. Is the American Girl e-store shopping area secure?

  8. Do I have to register at the American Girl e-store?

  9. How do I change my registration information?

  10. I forgot my password! What should I do?

      



General Technical Issues
  1. Preferred browsers

  2. Common error messages

  3. Credit card not accepted

  4. Secure shopping

  5. Technical feedback

Ordering Online
  1. Placing an order

  2. Can I e-mail my order?

  3. Alternate ordering options

  4. Multiple shipping addresses

  5. Order processing time

  6. Gift wrapping

  7. Payment methods

  8. Sales tax

  9. Shipping options and prices

  10. Package identification

  11. Purchasing gift certificates

  12. Special savings

  13. Order confirmations

  14. Will items look different?

  15. Out of stock items

  16. Ordering in quantity

  17. What is Bill Me Later®?

  18. Bill Me Later® questions

Online Shopping Issues
  1. How to shop

  2. How to search

  3. Wish List

  4. Sizing guidelines

Online Registration Issues
  1. Can I register?

  2. Why do I need a password?

  3. Registering

  4. Credit card not accepted

  5. Changing registration information

  6. How to log in after registering

  7. How to log out

  8. Forgotten password

                    American Girl Club
  1. Club membership purchases

  2. Membership activation

Shipping and Delivery
  1. How long does it take?

  2. Package identification

  3. Shipping outside the U.S.

  4. Shipping to APO/FPO addresses

  5. Multiple shipping addresses

Returns and Exchanges
  1. Returns and exchanges

Catalogues
  1. How to receive a catalogue

International Orders
  1. Shipping outside the U.S.

  2. Shipping to APO/FPO addresses

  3. International billing

Order Changes and Tracking
  1. Changing an order

  2. Cancelling an order

  3. Checking order status

Doll Hospital
  1. Doll Hospital

  2. Affiliate programs

Contacting Us
  1. Technical feedback

  2. Contact information

Battery Recycling Information
  1. Where to recycle

  2. Reason to recycle

  3. Battery types used

  4. Pre-paid mailing label




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            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 choose the brands 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 shopping bag." If you know the product codes for the items you are interested in, you may enter the product codes directly into the Catalogue 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 bag.

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How do I place an online order?
When you are finished shopping, click "shopping bag" and then "Check Out." 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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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.

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How do I change an order?
Unfortunately, once an order is submitted through the American Girl e-store, it goes immediately into the system and cannot be changed. All orders, however, may be returned. On the back of the packing slip included with your purchase is a form with complete return information. You may return any product for an immediate exchange, credit, or refund of the product purchase price. Refunds will be offered for returned products that are sold out or no longer available. We do not accept returns COD. Returns and exchanges are normally processed within 2 business days.

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How do I cancel an order?
Unfortunately, once an order is submitted through the American Girl e-store, it goes immediately into the system and 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. 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.

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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 American Girl e-store within two hours of placing your order, you may e-mail us at service@americangirl.com. In order for us to provide the best customer service, please include your full name and mailing address in your e-mail.

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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.

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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. 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 American Girl e-store. It is recommended that you print your registration page to use for future reference.

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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, registration information cannot be deleted, only replaced.

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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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What browser should I use to view americangirl.com and place an order?
The American Girl Web site is best viewed with Netscape 4.5 and above (except 4.6), Internet Explorer 4.0 and above, and America Online (AOL) 4.0 and above. 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 the computer/browser combinations, there are sure to be some bugs. In particular, we have noted that some versions of the Netscape browser (4.5 in particular) on a Macintosh computer may result in server error messages. Additionally, if you are using Internet Explorer, please disable the "forms auto-fill" feature (under Preferences) because it conflicts with our order form.


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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 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.

Peak times at the American Girl e-store are in the mornings between 8:00 and 12:00 noon and in the evenings between 7:00 and 10:00 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, relaunch it, and try the Web site address again.


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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.

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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 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 3.1/95/98/NT/2000/Me/XP, Mac, Unix)
  • The Web browser you are using (Internet Explorer, Netscape, AOL, etc.) including the browser version number (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 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: 1-800-360-1861, 7:00 a.m. to 10:00 p.m., Central Time.


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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 about 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: 1-800-360-1861, 6 a.m. to midnight, Central Time.

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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, 1-800-360-1861. To fax an order, print an order form, fill it out completely, including your credit card number, and fax it to 608-838-0761. Or, to mail an order, print an order form, fill it out completely, and mail it along with your pay method to: American Girl, Mail Order Processing Department, P.O. Box 62190, Middleton, WI, 53562-0190. 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.

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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?
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, choose "Shipping Options, Giving a Gift?" box, and select the Gift Wrap box for each item.

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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.

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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 Wisconsin, Illinois, New Jersey, California, or New York, you will pay any applicable state and local sales tax.

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What are your shipping options and prices?

Shipping options and prices

Shipping and processing fees are based on your order total, (excluding gift-wrap 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 $.95, and rush shipping is available for most items and addresses (except APOs/FPOs) for 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 applied to each box.


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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.

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Can I purchase gift certificates at the American Girl e-store?
Yes, you may purchase gift certificates at the American Girl e-store.

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Are there any special savings available when you purchase at the American Girl e-store?
Currently the American Girl e-store offers the same savings offered in our print catalogue. 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.

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I am unclear if you have received my American Girl e-store order. Will you let me know if it has 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 summary, including items ordered, shipping addresses, and order total will be sent within 24 hours of placing your order. Please do not call to check your order status before this time has 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 summary you receive will include a comprehensive summary of your order. If there is a chance your gift recipient might see this e-mail summary, we encourage you to please take the necessary precautions to keep the secret!


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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 shown. To protect hair during shipment, Just Like You dolls ship with the hair in a ponytail and not styled as shown.

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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. You will also not be charged for any additional shipping fees.

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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 in special circumstances 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.

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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 Chase Bank, USA National Association. 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.

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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.

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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 number, and click "go" 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, such as "hat" or "bed".

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Do you have any sizing guidelines for the girls' outfits?
We sure do! Our sizing charts are available in our print catalogue. We also have sizing charts available online for little girls' sizes 3-6X and girls sizes 7-20.

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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.

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

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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 upper navigation area of all pages in the e-store.

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How do I log out of my account?
You can log out at the end of the checkout process, or by visiting the My Account page.

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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.

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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.

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How long does it takes 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, you may e-mail us at service@americangirl.com. In order for us to provide the best customer service, please include your full name and mailing address in your e-mail.

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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.

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Can I ship to APO/FPO addresses through the American Girl e-store?
Yes, you may. Orders shipping to APO/FPO addresses must be shipped by the USPS. Sorry, rush shipping is not available for APO/FPO addresses.

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How do I return or exchange something I purchased from American Girl?
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. 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.

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How can I receive an American Girl catalogue?
  • Visit the American Girl e-store and click on free catalogue.
  • Call 1-800-360-1861 in the U.S. or in 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.


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Can I bill to an international address at the American Girl e-store?
At this time if you want to bill to an international address, you should call our customer service department at 1-800-360-1861 within the U.S. or Canada, or 011-608-831-5210 from anywhere else, 7 a.m. to 10 p.m., Central Time. We cannot accept addresses outside the United States or Canada at the e-store.

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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.


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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, which is available online. Our expert staff is specially trained to handle repairs for 18-inch American Girl dolls, and Bitty Baby and Bitty Twin dolls. Hopscotch Hill School dolls may be admitted to the Doll Hospital beginning in January 2004. Sorry, we cannot treat Girls of Many Lands dolls. To learn more and to print an admission form, click on Hospital admission form and then select "Doll Hospital Admission Form".

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

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How do I contact American Girl?
You can reach our friendly staff any of the following ways.
  • Call 1-800-360-1861 in the U.S. or in 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.
  • For catalogue questions, e-mail us at im_catalog_cs@americangirl.com.
  • For comments about the Fun For Girls features you see on americangirl.com, e-mail us at im_cs@americangirl.com.


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Where can I take button cell batteries for recycling?
Visit your nearest Household Hazardous Waste Facility by clicking on the link: www.earth911.com and follow the instructions.
  • Type your zip/postal code in the upper left hand box.
  • Click GO.
  • Click on HOUSEHOLD HAZARDOUS WASTE under the heading LOCAL SERVICES.
  • Click on MERCURY CONTAINING ITEMS, located in the first column of the Household Hazardous Waste box in the middle of the page.
  • Locate the nearest Household Hazardous Waste (HHW) Facility to take your Button Cell Battery.


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

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    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.

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    How do I receive a pre-paid mailing label for button cell batteries?
    In order to receive a mailing label for the return of button cell batteries, please contact us toll free at 1-800-360-1861.

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