We want you to be happy with your order. If something isn’t right, let us know. Easy as A-B-C and 1-2-3! And if you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
What is your return policy?
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 (more on that below). Please note that we currently do not offer gift exchanges.
For returns, we’ll gladly refund your purchase price, excluding shipping and handling charges. There are no restocking fees. (Please see conditions below.)
When you receive your order, our contact information will be displayed on the packing slip. Please keep your packing slip in case you need to arrange for a return and read the instructions thoroughly for faster processing of returns. Also, please keep any emails you receive regarding your order, as they may 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.
For help processing a return, please give our friendly team a call during business hours at 1-800-718-5365.
By the way, we’re constantly reinventing and reimagining our toys. If you have feedback you would like to share with us, please give us a call! We genuinely listen to your suggestions when reviewing our existing toys as well as new ones in development.
When will I receive a refund?*
Just as fast as we can get it to you! Any credits on your account with us will be refunded promptly as soon as we have received and processed the return. 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. We’ll use the same method to refund the amount as you used when you placed the order. For example, if the order was paid by credit card, we will credit your credit card 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.
May I return a personalized item?
Please don’t take it personally, but personalized items are not eligible for return. Namely because it’s so hard to predict when another Penelope will be in the market for a personalized piano! (There are exceptions, of course. For example, in rare cases where the product is damaged in transit, defective, or incorrectly personalized, our standard return policy will apply. Please call us for help initiating a return if this is the case.)
How do I return a defective product?
If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. Please call us at 1-800-718-5365 or email us at care@MelissaAndDoug.com to arrange for the repair or replacement.
How do I return a damaged product?
Crash! Boom! Bam! Accidents happen, unfortunately. Damaged merchandise includes items that have been damaged in shipping. If a shipment 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. It’s helpful to save all packaging material and paperwork.
Shipping & Delivery
Here’s what you need to know about how we plan to get your order to you efficiently and promptly. And if you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
What are your Holiday cut-off times?
To receive holiday delivery for:
- Standard: Order by December 12th (11:59 AM EST)
- Expedited: Order by December 18th (11:59 AM EST)
- Rush: Order by December 19th (11:59 AM EST)
How do I get free shipping?
Ahh . . . it’s the age-old (OK, maybe not that old) question for online shoppers everywhere! We offer free shipping on orders over $49, excluding orders to Alaska, Hawaii, and other non-contiguous U.S. locations. Promotion code must be added in your cart at checkout to apply. In addition, free shipping is applied to the order subtotal after 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 $10-$15, (or $20 for a handful of SUPER oversized items).
Where do you ship in the U.S.?
Domestically, we ship to the 50 U.S. States, the District of Columbia, and Puerto Rico. We strive to get your purchase to you as quickly as possible. Most orders shipping within the continental U.S. arrive within 3 to 7 business days of successful payment processing. Please allow more time for personalized items and for orders shipping to Alaska, Hawaii, Puerto Rico, P.O. boxes, and APO/FPO addresses. We do not ship to freight forwarder addresses.
The cost for shipping is determined by the value of your shipment, 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.
Can I ship to a P.O. Box or an APO/FPO address?
Yes. Please enter either an APO or FPO in the “City” field. All APO/ FPO orders will be shipped at our Value Shipping speed. Unfortunately, we can’t offer Expedited Shipping to APO/FPO addresses. Please note that delivery dates for APO/FPO and P.O. Boxes are not guaranteed.
What are your shipping options?
We offer four shipping service levels: Value, Standard, Expedited, and Rush. (We also offer International Shipping. For more details on that feature, please see our International Shipping FAQ.) Please note the following:
- • The day ranges listed in the table 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.
- • Some items are too large to ship Expedited or Rush.
- • Certain items requiring an Oversize Item fee cannot ship Value as the post office will not accept them.
- • Please add one additional business day for orders that include Personalized items.
- • Certain factors may affect delivery dates, such as time of day when and 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.
(6-10 business days)
(3-6 business days)
(3-4 business days)
(1-2 business days)
|$48.99 or less||$6.99||$9.99||$19.99||$24.99|
|$49 and up||FREE||FREE||$19.99||$24.99|
*Except P.O. Boxes, APO/FPO
(10-14 business days)
(5-7 business days)
(2-3 business days)
|$24.99 or less||$14.49||$21.49||$33.49||n/a|
|$25.00 - $48.99||$14.49||$21.49||$35.49||n/a|
|$49.00 - $74.99||$9.00||$14.00||$37.49||n/a|
|$75.00 - $99.99||$9.00||$14.00||$39.49||n/a|
How do I track my order?
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 then going to the Account Details section. Go to Order History, then Order Details to find information on the shipping method and the tracking number. Should you have any additional questions about your order please email us at care@MelissaAndDoug.com or give us a call at 1-800-718-5365.
Will my order arrive in one package?
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.
When will I receive my order?
We process and ship packages Monday through Friday by 1 p.m. (ET). At this time, we do not ship on Saturday, Sunday, or holidays. Please note that most items (except those that require personalization) ship within one business day of successful payment processing.
What is the Oversized Item fee?
Certain very large or very heavy items are subject to an oversized item fee of $10-$15, (or $20 for a handful of SUPER oversized items).
Creating a MelissaAndDoug.com account is a cinch! Here’s what you need to know. And if you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
How do I create an account?
Easy! There are several ways to get to the Sign In menu. On desktop computers, look for “Sign In” at the top right of the screen. On mobile devices, look for the stack of three horizontal lines on the top left of the screen and tap on that menu (fun fact: this is often referred to as the “hamburger button,” due to its slight resemblance to a burger on a bun). Also, if you have products in your cart and head to checkout, you'll be prompted to Sign In. No matter how you get to the Sign In page, once there look for the “New Friends” heading and fill in the fields below. Sign up is fast, easy, and will give you access to all the playful perks of our brand new site, like emails tailored to your interests, special offers, and more.
Why don’t my MelissaAndDoug.com login credentials work on the new site?
If you had an account set up on MelissaAndDoug.com prior to September 22, 2016 (when we launched this new version of our site), you’ll need to create a new account. Sign up is fast, easy, and will give you access to all the playful perks of our brand new site. Go to the Sign In menu at the top of the site and fill in the fields under the “New Friends” heading.
Interested in earning commissions by linking your website or blog to Melissa & Doug products? Here’s what you need to know. And if you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: affiliates@MelissaAndDoug.com
Why should I partner with Melissa & Doug?
From classic wooden toys to inventive crafts, pretend play, and games, Melissa & Doug products inspire creativity and imagination in children throughout the world. Partnering with Melissa & Doug is an opportunity for you to earn commission while sharing with your website or blog audience links to our high quality toys that might appeal to them. Here are a few more reasons to come play with us:
- • Product Variety. Our toys, crafts, and games that span the ages from babies to big kids.
- • Audience Diversity. Our diverse and enthusiastic customer base includes millions of parents, grandparents, educators, caregivers, and gift-givers.
- • Toy Quality & Safety. We stand behind our products 100% and are committed to making toys you can trust.
How do I become an affiliate?
To become an affiliate, go to our affiliate network partner, Rakuten LinkShare
Complete the Rakuten LinkShare application for the Melissa & Doug program. Once approved, post a MelissaAndDoug.com link on your site. Send customers to Melissa & Doug through your links and you will be paid for sales via Rakuten LinkShare!
Below you'll find our statements regarding our compliance with federal and international safety regulations. If you have any questions or concerns, our friendly customer care team is ready to help. Please email us: care@MelissaAndDoug.com or call us: 1-800-718-5365
Are you in compliance with the Consumer Product Safety Improvement Act (CPSIA)?
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 have always been in compliance with all US 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.
Do you have General Conformity Certificates for your products?
Yes. To find certificates for specific products, please go to our compliance library: Compliance Library
Do you have an EC Declaration of Conformity?
Yes. To find certificates for specific products, please go to our compliance library: Compliance Library
Looking for answers fast? Search our Help Center or give our Customer Care Team a shout during our business hours – anyone would be happy to help you. U.S. and Canada: 1-800-718-5365 care@MelissaAndDoug.com Mon - Thurs: 9am - 6pm (ET) Fri: 9am - 5pm (ET)
Free shipping on orders $49+
Ready to play?
Everyone loves a great free shipping deal! Just fill your cart with at least $49 of fun (so easy!), make sure you’re not shipping your order to Alaska, Hawaii, or other non-contiguous U.S locations, and bask in the satisfaction of scoring free shipping! Please note, free shipping is applied to the order subtotal after discounts (and before oversized item fees, shipping fees and taxes). Please note that certain very large or very heavy items are subject to an Oversized Item fee of $10.50 (or $16.00 for a handful of SUPER oversized items).
If you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
What is the status of my order?
Please go to your Order History page to check the status of your order. If you still have any questions or concerns about the status of your order, please contact our friendly customer care team by emailing care@MelissaAndDoug.com or calling 1-800-718-5365
Can I cancel or adjust my order?
We do our best to fulfill orders as quickly as possible, but if you need to adjust or cancel your order, please contact us: 1-800-718-5365
Please note that once you place an order for a personalized item, it may not be canceled.
When will I receive a refund?
Any credits on your account with us will be refunded promptly. We will use the same method to refund the amount as you used when you placed the order. For example, if the order was paid by credit card, we will credit your credit card account.
Where can I find assembly instructions for my product?
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
Besides this website, where can I buy Melissa & Doug products?
So many places! Melissa & Doug toys, crafts, and games are sold all over the country at independent toy stores, large chains, craft emporiums, gift shops, hardware stores, and more. Our products can also be found at retailers in other parts of the world. To find a retailer near you, call us at 1-800-718-5365.
Can I purchase custom products for an event or corporate gift?
We offer a range of products available for custom printing of company logos or artwork. Please email the sales team at sales@MelissaAndDoug.com for more information or to place an order.
Do we ship internationally?
We do not currently ship to countries outside of the United States, however, we do ship our toys to shops in lots of countries. Please email us: care@MelissaAndDoug.com. If you tell us the name of your town and/or a nearby city, we will be happy to try to find some local stores. Hopefully, someone in your country will be able to make your Melissa & Doug dreams come true.
If you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365.
How come I cant check out? The error message that says something is wrong with my cart.
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 P.lease 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.
Was my credit card charged twice?
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.
Why isn't my promo code working?
Please be sure that the toys you have selected are included in the promotion category (details on the current promotion will be on our website). Only one promo code per order.
How do I know my order was placed?
As soon as you have completed the check out process, your order number (P0 plus seven additional digits) should appear on your screen. If you missed seeing that, please check your email for the official confirmation. If you do not see the email, please check your spam folder.
Why does the order say it's closed but I have not received my shipment yet?
"Closed" simply means your order has been processed and shipped. Once FedEx has scanned the package, you should receive an email with the tracking.
Can I cancel or adjust my order?
We do our best to fulfill orders as quickly as possible. Once your order is submitted it cannot be cancelled or changed.
Does Melissa & Doug take orders over the phone?
For your financial protection, we are unable to take your order over the phone. If you experience an issue when placing your order on our website, please call and let us know the error message you have received. We will try to troubleshoot for you and get things back on track.
Why does it say my address is out of range?
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!
The tracking info says “scheduled pending”; what does this mean?
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.
PERSONALIZATION IS HERE! Adding someone’s name to a gift makes it even more special! And at $9.99, it’s an easy way to make a real statement. If you can’t find an answer below to your question about personalization, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us:care@MelissaAndDoug.com
How can I personalize an item?
To see a listing of all products that may be personalized, go to the Shop By tab and select Personalized Gifts. On the product page, you’ll be able to make your selections for text, color, and style. Be sure to review your choices carefully as personalized items can’t be returned unless the product is defective. Also, please note that once you place an order for a personalized item, it cannot be canceled.
How long does personalization take?
While we do our best to ship each and every order as quickly as possible, our personalization service does require more time to process. Personalized gifts may take up to 2 additional business days before they ship unless the sender has selected expedited shipping. Personalized gifts may not be returned.
Each of our toys has a story! Check out our product detail pages to find out even more about particular products, including ideas for More Ways to Play and related content. If you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
Where can I register my product?
There are only a few Melissa & Doug products that require registration. Go to our Product Registration page to see if registration is required for your item.
Where can I find more detailed information about specific products?
In addition to product descriptions and ideas for More Ways to Play, our product pages include links to other relevant information, including product instructions, assembly instructions, and more. To find individual product certificates, such as the USA General Conformity Certificate or the EU Declaration of Conformity, go to our compliance library: Compliance Library To find information about products not currently sold on our site, go to our product information library: Product Information Library
Promotions & Deals
Everyone loves a great deal! We try to share savings with our customers from time to time. If you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
How do I use a promotional code?
At checkout, simply type the promotional code in the “Apply promo codes” field and select “Apply.” To apply more than one promotional code, enter the first code, then select “Apply.” Enter your next promotional code and select “Apply” again. Please note that certain promotional codes may not be combined.
For free shipping promotions, please also note that free shipping is applied to the order subtotal after discounts (and before oversized item fees, shipping fees and taxes).
Sign up for email to receive offers, news, and tips!
What’s the fine print?
From time to time, we may feature various promotions, coupons, free gifts with purchase, or other offers. We have established a few simple rules that apply to these promotions:
• All promotions are valid at MelissaAndDoug.com only.
• All promotions are subject to certain terms and conditions, which differ from promotion to promotion.
• We reserve the right to limit quantities purchased on promotion.
• Promotions are for a limited period, and the dates covered by the promotion are listed in the fine print.
• Various promotions have minimum purchase requirements. These requirements are set forth as part of the online promotion description. When calculating the minimum purchase amount, we do not include charges for shipping, handling, or the applicable tax. The minimum purchase amount is net of discounts and does not include gifts with purchase or free items.
• Unless otherwise stated as part of the promotion description, all promotions require a purchase.
• Free Shipping offers are available only to non-P.O. Box addresses in the continental United States. These promotions are not available for purchases that will be delivered to Alaska, Hawaii, Puerto Rico, or other non-contiguous U.S. locations. Free shipping promotions refer to standard shipping unless otherwise noted.
• All promotions are void where prohibited by law.
• You must enter the specified promotional code at checkout in order to receive your savings unless otherwise stated. Note that promotion codes are case sensitive
• Promotion codes, e-gift cards, and account credits are not redeemable for cash or credit.
• Gifts with purchase and/or free items are not eligible for returns or refunds.
• Previous purchases are not eligible for adjustments based on current promotions.
Promotion Codes & Coupons
• Only one (1) discount promotional code (or coupon) may be redeemed per order at MelissaAndDoug.com. Some promotions like free shipping or gift with purchase may be combined. See terms and conditions for specific promotions.
• Coupons and promo codes are only valid for use only at MelissaAndDoug.com.
• Any use of a coupon for products other than those indicated constitutes fraud.
• You are responsible for any applicable sales tax.
• Refunds for items purchased from MelissaAndDoug.com using a coupon will be at the price actually paid for the item, net of these discounts.
• Account credits, promotion codes, and e-gift cards have no cash value.
• Coupons for MelissaAndDoug.com that are on websites or blogs not owned by Melissa & Doug, LLC, are not valid.
Gifts With Purchase
• Gifts with purchase may not be returned for refund.
Do you offer price matching?
As a manufacturer, we do not typically offer to match the prices of other retailers. However, we do regularly offer deals and promotions on our products. Please be sure to sign in to our site, check your account preferences, and check to see that you're signed up to receive our emails. Feel free to give us a call at 1-800-718-5365 if you have any other questions.
Missing pieces are no fun! Here’s what you can do.
How do I find a replacement part?
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 1-800-718-5365 or email us at care@MelissaAndDoug.com 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.
We believe in treating our retailers like family. If you’re interested in carrying Melissa & Doug products in your store, we’d love to chat!
How do I become a Melissa & Doug retailer?
By carrying Melissa & Doug products, you’re signaling to your customers a commitment to quality, safety, and open-ended creative play. Our team can help you choose just the right selection for your shelves. Let’s talk! Please give us a call at 1-800-284-3948 or apply now.
Our co-founders, Melissa and Doug, care deeply about this topic and wanted to personally answer your most frequently asked questions on this subject. If you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
Are your toys safe?
Yes! Absolutely! From day one, we (Melissa and Doug) have signed our names to every product we make. We take that signature seriously, and it’s why we wanted to answer questions on this topic personally! Our signature is our commitment that you can trust Melissa & Doug products. All of our products comply with all U.S., E.U., and other international safety regulations. We go above and beyond when it comes to testing and safety.
How do you test your toys?
As parents, every time we make a product for you, it also has to pass the test of coming home with us, where we enjoy playing with these same toys with our children. Our colleagues also regularly test our products with their families before they are made available for sale.
We also test at different production phases. We always start with a carefully designed product. We have strict manufacturing instructions for our factories. In addition, there’s no substitute for testing, testing, and more testing. Our Melissa & Doug employees are stationed at the factories and go the extra step of auditing, inspecting, and testing at various phases of the production process.
Lastly, we take the extra step of having independent agencies test our products. We specifically test our paints and coatings frequently to be sure our toys meet or exceed government recommendations limiting heavy metals, lead, and phthalates in children’s items. All of our results have been verified by 3rd-party, independently accredited testing laboratories, considered by many to be the best scientific laboratories in the world.
Where can I find more information about your product testing?
Learn more about our safety standards, and find both U.S. and E.U. conformity certificates for specific products:
Melissa & Doug CPSIA Compliance Statement (Go to the Compliance FAQ )
Please continue to enjoy our toys with confidence, knowing that each and every time we design and craft a toy, we’re not only making them for you, but for our own kids, too.
Our Melissa & Doug community is all about play and positivity! Come find us on your favorite social media and let’s share ways for nurturing childhood wonder! And if you can’t find an answer to your question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
Where can I find Melissa & Doug on social media?
Here are links to follow us on:
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.
How do I share photos of my kids playing with your toys?
We love seeing all the countless ways to play with our toys.To share images of your kids at play, go here.
Or share on Facebook, Instagram, or Twitter with one of the following hashtags and you may see your image in our social feed:
U.S. Sales Tax
And if you can’t find an answer to your tax question below, our friendly play experts are ready to help. Please give us a call: 1-800-718-5365 or email us: care@MelissaAndDoug.com
What orders are subject to sales tax?
We are required to collect sales tax in these states: California, Connecticut, Georgia, Michigan, New Jersey, and New York.
What if I’m ordering for an organization that is tax exempt?
Our ecommerce 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 sale tax paid when filing your sales tax returns.