FREQUENTLY ASKED QUESTIONS

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! If you can’t find an answer to your question below, our friendly play experts are here to help.  Please give us a call Mon - Fri 9AM-5PM ET at 800-718-5365 or contact us.

My Account

Simply go here and follow the prompts to create your account.

You can update, add, and delete addresses and names by clicking on 'View Addresses' on the Account dashboard page.

You can reset your password on the login page via the “Forgot Your Password”? link.

To update your email address, please call us at  at 1-800-718-5365 or contact us.

If you have a ShopPay account, you can change your phone number by logging into your ShopPay account here.

Saving your credit card information is optional through ShopPay. You can update your credit cards, add new ones, or adjust other information by logging into your ShopPay account here.

Ordering

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 1-800-718-5365 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!

"Closed" simply means your order has been processed and shipped. Once the carrier has scanned the package, you should receive an email with the tracking.

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.

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 contact us and let us know the error message you have received. We will try to troubleshoot for you and get things back on track.

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.

Shipping & Returns

Ahh . . . it’s the age-old (OK, maybe not that old) question for online shoppers everywhere! We offer free standard shipping on orders $75+, 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, 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 5 business days of successful payment processing. Please allow more time for orders shipping to Alaska, Hawaii, Puerto Rico, P.O. boxes, and APO/FPO addresses. We do not ship to freight forwarder addresses and we do not ship to P.O. boxes in Puerto Rico.

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.

Yes. Please enter either an APO or FPO in the “City” field. All APO/ FPO orders will be shipped at our Standard Shipping speed. Unfortunately, we can’t offer any shipping to P.O. boxes in Puerto Rico or Expedited Shipping to APO/FPO addresses. Please note that delivery dates for APO/FPO and P.O. boxes are not guaranteed.

We currently offer Standard shipping. Please note the following:

• 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, APO/FPO - Standard Shipping only

Free standard shipping: 3-5 business days

• We offer free standard shipping on orders of $75 or more. This is calculated after all discounts have been applied to the order.

Standard shipping: 5 business days

• Orders below $75 cost a flat rate of $9.99 for standard shipping.

Alaska, Hawaii, Puerto Rico

Value shipping: 12-18 business days

• We offer value shipping for a flat rate of $22.99.

Standard shipping: 7-18 business days

• We offer standard shipping for a flat rate of $49.99.

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 1-800-718-5365.

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 1-800-718-5365.  

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.

Limited Warranty & Replacement Parts

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 1-800-718-5365 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 1-800-718-5365. 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 1-800-718-5365, 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 1-800-718-5365 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.

Quality & Compliance

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: 1-800-718-5365

Product Information Library

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.

In addition to product descriptions and ideas for Countless Ways to Play, our product detail pages include links to other relevant information, including product instructions, assembly instructions, and more. To find individual product certificates, such as the U.S. 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.

Product Registration

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.

If your product isn’t listed here it may not be a Durable Infant or Children’s Product. Only durable products such as children’s furniture can be registered here. If you have any questions, our friendly customer care team is ready to help. Call us, Mon - Fri 9AM - 5PM ET at 1-800-718-5365 or contact us.

Promotions & Deals

Free standard shipping on orders $75+

Everyone loves a great free shipping deal! Just fill your cart with at least $75 of fun. Offer excludes orders shipping to Alaska, Hawaii, or other non-contiguous U.S. locations.

Free standard 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 $15.
If you have any questions please give us a call: 1-800-718-5365 or contact us.

EXTRAOCT22

Take an additional 20% off sale items with code EXTRAOCT22. Use promo code EXTRAOCT22 , at checkout only at MelissaAndDoug.com. Discount applied with code in cart. Offer not valid on full price items, tax, shipping, or in combination with other offers. Offers are subject to change without notice. Promo expires at 11:59pm ET on 10/8/2022.

At checkout, simply type the promotional code in the discount code field and select “Apply.”

Click here to view our promotions fine print.

As a manufacturer, we do not 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 contact us or give us a call at 1-800-718-5365 if you have any other questions.

Sustainability

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

Retailer Program

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. Please apply here to become a retailer.

Affiliate Program

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 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.

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!

Social Media

Instagram
Facebook
TikTok
Pinterest
YouTube
Twitter

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.

We love seeing all the countless ways to play with our toys.To share images and videos of your kids at play on Facebook, Instagram, TikTok or Twitter, make sure to tag our account in the image/video and use one of the hashtags below!

#CountlessWaysToPlay
#MelissaAndDoug

Here's information about our terms of use and how we handle images and content you agree to share with us.

U.S. Sales Tax

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.