FREQUENTLY ASKED QUESTIONS

Log in to your Melissa & Doug account to view order status under Order History. If you still have any questions or concerns about the status of your order, please call our friendly customer care team at or contact us

We do our best to fulfill orders as quickly as possible. Once your order is submitted it cannot be cancelled or changed.

Sometimes, between the time you placed the toys in your shopping cart and the time you go to check out, one or more of the items may have sold out. Please go to your shopping cart and choose “View Cart.” You will then see all the toys you have selected Please check to see if any are no longer available. If so, remove the out-of-stock toy, refresh, and voila! You should be ready to proceed.

When you are placing your order, your bank or PayPal may place an authorization on your account. It’s just a hold of funds until we can complete the order process. The funds are actually captured (charge completed) as the order is processed for shipment. Please check with your bank if the authorization hasn’t dropped off yet.

Please be sure that the toys you have selected are included in the promotion category (link to current promotion). 

Only one promo code per order.

Be sure that your promo code is still valid.

As soon as you have completed the check out process, your order number should appear on your screen. If you missed seeing that, please check your inbox for the official confirmation email. If you do not see the email, please check your spam folder.

Some new or rural addresses are simply not recognized by the computer system. Please put the street address on Line 1 of the address field and then type General Delivery on Line 2 of the address field. That should do the trick!

When you are placing your order, your bank or PayPal may place an authorization on your account. It’s just a hold of funds until we can complete the order process. The funds are actually captured (charge completed) as the order is processed for shipment. Please check with your bank if the authorization hasn’t dropped off yet.

Scheduled Pending delivery could simply imply that your package is at the station and is awaiting its turn to get scanned into a vehicle and then dispatched. If it doesn’t show any movement for more than a few days, please call the carrier for the status of your shipment.

So many places! Melissa & Doug toys, crafts, and games are sold all over the world at e-commerce sites, independent toy stores, large chains, craft emporiums, gift shops, hardware stores, and more. To find a retailer near you, please contact us.

Ahh . . . it’s the age-old (OK, maybe not that old) question for online shoppers everywhere! We offer free standard shipping on orders with a subtotal of $89+, excluding orders to Alaska, Hawaii, and other non-contiguous U.S. locations.

Free shipping is applied to the order subtotal after any promo code discounts (and before oversized item fees, shipping fees and taxes).

Also, certain very large or very heavy items are subject to an oversized item fee of $15.

Domestically, we ship to the 50 U.S. states and the District of Columbia. We strive to get your purchase to you as quickly as possible. Most orders shipping within the continental U.S. arrive within 3 to 5 business days of successful payment processing. Please allow more time for orders shipping to Alaska, Hawaii, and P.O. boxes.

We do not ship to Puerto Rico, freight forwarder addresses, or APO/FPO addresses.

The cost for shipping is determined by the destination of the shipment and the shipping method you choose, whether you are shipping outside the continental U.S. and whether your shipment includes any oversized items. Please see your shopping cart for the shipping charges for your order.

We do not currently ship to countries other than the United States, however, we do ship our toys to shops all over the world. If you contact us and tell us the name of your town and/or a nearby city, we will be happy to try to find some local stores that carry our products.

Please note the following about our shipping options:

• The day ranges listed below are estimates for reference. Please check your cart for actual cost and timing for your specific shipment.

• During checkout, you’ll be given an estimated arrival date for applicable shipping service levels.

• Certain factors may affect delivery dates, such as time of day when an order was placed and whether a holiday falls in the delivery range. Always check your cart, email confirmation, or Order History under My Account for delivery details about your shipment.

• We do not ship Internationally.

CONTINENTAL U.S.

P.O. boxes – Standard Shipping only

Free standard shipping: 3-5 business days

• We offer free standard shipping on orders with a subtotal of $89 or more. This is calculated after all discounts have been applied to the order.

Standard shipping: 3-5 business days

• Orders with a subtotal below $89 cost a flat rate of $9.99 for standard shipping.

• Orders containing an oversized item cost $15 for standard shipping.

Expedited shipping: 2-4 business days

• We offer expedited shipping to the continental US for a rate of $29.99.

Rush shipping: 1-2 business days

• We offer rush shipping to the continental US for a rate of $39.99.

ALASKA & HAWAII

• Value Shipping: 12-18 business days, for a flat rate of $22.99.

• Value Shipping on Oversized Items: 12-18 business days, for a rate of $37.99.

• Standard Shipping: 7-18 business days, for a flat rate of $49.99.

• Expedited Shipping: 2-6 business days, for a rate of $59.99.

We’ll send you a shipping confirmation email when your order ships. This email contains your package tracking number and the parcel carrier handling your shipment. You’ll be able to track your package by clicking on a button in that email. You can also check the status of your order anytime by first signing in to our site. This takes you directly to your Account page, where you will see an Order History section to find information on the shipping method and the tracking number. Should you have any additional questions about your order please contact us or give us a call at .

If your order includes several items, they may ship separately and at different times. In order to deliver your purchases to you as quickly and efficiently as possible, items that ship from the same location are grouped together. This could result in part of your order arriving at a different time, but still within the expected delivery window.

We process and ship packages Monday through Friday. We do not ship on Saturday, Sunday, or holidays. Please note that most items ship within one business day of successful payment processing.

Certain very large or very heavy items are subject to an oversized item fee of $15.

Not 100% in love with your product purchased from MelissaAndDoug.com? Your happiness is our mission! After receiving your product, you have 90 days to return it, as long as it’s in new and unused condition and in its original packaging. You’ll also need a Return Merchandise Authorization number so please call our friendly Customer Care Team during business hours at 1-800-284-3948.

We do not offer gift exchanges.

For returns, we’ll gladly refund your purchase price, excluding shipping and handling charges. There are no restocking fees.

Melissa & Doug, LLC is not responsible for the cost of return shipping charges for any return.

We recommend using a carrier that provides tracking information.

Please keep the packing list in case you need to arrange for a return. Please keep any emails you receive regarding your order, as they contain important information.

Once we receive your return, we will process a refund within 14 business days to the original form of payment. Your bank may require additional time to post this transaction to your account.

As soon as we have received and processed your return we will initiate a refund within 14 business days to the original form of payment. Your bank may require additional time to post this transaction to your account.

*Due to Covid-19 and its impact on shipping, we are experiencing delays in receiving returns. This may impact the timing of your refund. We appreciate your patience as we all work through this. Once we receive your return, we will be processing refunds in accordance with our policy.

Melissa & Doug warrants this product is free of material defects in material or workmanship, subject to the exceptions stated herein. This warranty is to the original consumer purchaser only, if the claim is made to us within 60 days of the date of purchase by the original consumer purchaser (proof of purchase date is required). Our warranty is limited to normal and intended use of the as-received product. This warranty does not cover damage in transit, inadequate care or neglect, abnormal use, misuse, accidents, normal wear and tear, cosmetic issues, damage due to natural elements, failure to follow product instructions, immersion in water (except if product is specifically identified by us in writing as intended for water use and then only as identified), battery leakage or improper installation, improper assembly, storage or maintenance of the product, improper service, an act of God (such as a fire) or any other cause not arising from material defects in material and workmanship. Also, consequential and incidental damages are not recoverable under this warranty. There are no warranties which extend beyond what is expressly stated in this warranty.

Damaged merchandise includes items that have been damaged in shipping. If a shipment from MelissaAndDoug.com arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please contact us immediately at Mon – Fri 9AM -5PM ET. It’s helpful to save all packaging material and paperwork.

If an item you purchased from one of our retail partners arrives with shipping damage please reach out to them directly for assistance.

If a toy you purchased from MelissaAndDoug.com within the last 60 days has a manufacturer’s defect or is missing a piece, please contact us or call our friendly Customer Care Team Mon – Fri 9AM-5PM ET at . We will need to get some important information from the product label on your toy so please have it nearby when you call.

If a toy you purchased from one of our retail partners within the last 60 days has a manufacturer’s defect or is missing a piece, please reach out to them directly for assistance.

If a toy that you received as a gift within the last 60 days has a manufacturer’s defect please contact us or call our friendly Customer Care Team  Mon – Fri 9AM-5PM ET at , and we will do our very best to assist you.

We wish we could magically replace all lost pieces and parts to our toys, but unfortunately, we’re not able to stock each and every piece. Because of the way many of our products are made some of the parts and pieces are not interchangeable from one product to another. If you’re missing a piece, or received a damaged item, please give us a call at 1-800-284-3948 or contact us and we’ll do our very best to help you figure out your options. We’ll need some product info so please have either the product in front of you or a photo of the product label you can refer to, if that’s more convenient.

Yes! Absolutely! From day one, the Melissa & Doug signature has been on every product we make. That signature is our commitment that you can trust Melissa & Doug products. Our products comply with U.S., E.U., and other international safety regulations. We go above and beyond when it comes to testing and safety.

We test our toys during production and before we place them in the market. We also test our products throughout their life cycle to ensure they continue to meet our standards. We always start with a carefully designed product and have strict manufacturing instructions for our factories. During the production of our products, we have multiple process control points as well as inspections and testing that take place as the product is manufactured.

Lastly, we take the extra step of having certified, third party testing labs assess our products. In addition to testing the finished product, we test paints and coatings frequently to be sure our toys meet or exceed government recommendations limiting heavy metals, lead, and phthalates in children’s items. The tests are conducted by 3rd-party, independently accredited testing laboratories, considered by many to be the best scientific laboratories in the world. 

Yes! Here’s our statement:

In August 2008, the Consumer Product Safety Improvement Act (CPSIA) made a number of changes to consumer product safety laws in the USA. Under this law, the amount of total lead allowed in children’s products was gradually reduced. Effective August 14, 2011 no children’s product may contain more than 100 parts per million (ppm) total lead. The lead content of any surface coating is limited to 90 ppm.

We are pleased to tell you that YES, Melissa & Doug products are compliant with the CPSIA regulations. Since our founding, we have had a comprehensive testing program in place for all of the products we produce and sell. Our testing programs are in compliance with the U.S. consumer product safety regulations, and we will continue to stay compliant even as some of these laws evolve and change.

As a result, you can continue buying our products with confidence knowing they comply with the lead standards under the CPSIA. Of course, we also have General Conformity Certificates readily available for products produced after November 2008 as required by the CPSIA as further assurance of our products’ compliance to CPSIA.

Learn more about our safety standards, and find both U.S. General Conformity Certificates and E.U. Declarations of Conformity for specific products by visiting our Compliance Library.

Please continue to enjoy our toys with confidence, knowing that we operate a stringent testing program, and perform ongoing testing on our products.

If you have any questions or concerns, our friendly Customer Care Team is ready to help. Please contact us or call us: .

Easy! Just go to the product detail page. There you’ll find any assembly instructions or other related documents available as downloadable PDFs. We work hard to make sure our assembly instructions are clear and easy to follow. If you’re looking for instructions for a product not currently sold on our site, please visit our product information library: Product Information Library.

At Melissa & Doug, we’re making timeless toys for a thriving and inclusive world. Learn more about our commitments to sustainability here

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And don’t forget our blog! It’s filled with activity ideas, craft projects, and advice for making time for free play in your child’s busy life.

Melissa & Doug, LLC collects and remits sales tax on purchases made on this site as required by applicable state law. If you live in a jurisdiction where Melissa & Doug does not collect sales tax, you may be obligated to self-report and pay use tax on your purchases from this site.

Our e-commerce site was designed for supporting consumers and does not support tax exempt orders from organizations. If your organization places an order for delivery in a state which we have nexus, we recommend you retain the receipt and request a refund for sales tax paid when filing your sales tax returns.