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BarbieCollector.comSM Shop Help
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You'll find the answers to our most frequently asked questions here. We've grouped them into categories to
make it easier to find the answers you need.
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Still looking for answers? We can help! Check out the option provided below, and choose
the one that's right for you:
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Call Us
You can reach us at
1-800-491-7514, Monday-Sunday
7 a.m. to 10 p.m. Central Time
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Email Us
For shopping questions,
click here to send us an email.
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Do I need to register to shop online?
No, registration is not required to shop, however, registering will save you
time when making future purchases. Registration is quick and easy.
Click here to register.
We'll provide you with detailed instructions throughout the process.
You can also access this from the "My Account" link in the navigator bar at the top of each shop page.
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Why do you ask for my birth date?
We age screen our users to ensure that we don't collect personally
identifying information from people under 18 years of age.
You must be 18 or older to order. For more information,
please review our Privacy Policy.
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Why do I need a password for registration?
Your password provides an extra level of security for the personal information you share with us,
and will help protect against any unauthorized changes to your account after you complete the registration process.
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Why won't the system accept my credit card number?
The most common problem is typos. When you enter the number, please type very carefully.
Do not enter dashes, commas, or spaces between the card numbers.
If you get an error message that asks you to re-enter information about your credit card,
make sure you re-enter all the information - the credit card type, account number and expiration date.
The information is not stored in our system until registration is complete.
If you still experience problems,
click here for technical support assistance.
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How do I log in to my account?
Click here to log in to your account.
You can also click on the "My Account" link in the navigation bar at the top of all Shop pages to log in and
access your account.
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How do I make changes to my account information?
Click the My Account
link in the shop navigation bar and log in.
Once you've logged in to your account, you'll be presented with a
summary of your account information. From there, you'll have the
option to change your password, billing and contact information by
clicking the "Edit" link that appears next to that information on the screen.
You'll also have the option of adding, editing, or deleting shipment addresses and
credit card information. Finally, you'll be able to change the default
shipping address and credit card you wish to use for Express Checkout.
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What is Express Checkout and how do I sign up for it?
Express Checkout allows you check out with fewer clicks.
If you sign up, we will store your credit card and billing
information on our servers so that you will not have to
enter this information each time you shop.
To sign up for Express Checkout, click the
My Account link
in the shop navigation bar and log in. Once you've logged in to your account,
you'll be presented with a summary of your account information.
Under the Checkout Preferences heading, click the "Edit" link and
enter the credit card you'd like to use to shop, then check the check box for Express Checkout.
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What do I do if I forget my username and/or password?
On the My Account page
select the "Forgot your user name or password?" link and enter your email address.
For your security, we do not email your password to you.
Instead you will be prompted to change your password should you forget it.
A valid email address is required in order for us to send you a link to a
page on our server that will allow you to change your password.
Please do not call our Customer Service associates to obtain your password.
It can only be obtained through the website using the "Forgot your username or password?" link.
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How do I shop at BarbieCollector.com?
You can browse by category or use our Search function to find the items you're looking for.
Each item sold on the site has a unique product description page, listing price, SKU number and availability.
Click on the "Add to Bag" button to add the item to your Shopping Bag.
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Can I shop online for something I saw in the Barbie® Collector catalog?
Absolutely! Click here
to access our Catalog Quick Shop feature.
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How do I search for an item?
Throughout the BarbieCollector.com shopping section,
you can use our handy Search function to locate a doll by keyword,
part of the product name, or by SKU number.
Simply type the keyword, product name or SKU and
click "Search" to see the search results.
If you do not receive the results you expected from entering a SKU number,
try searching by a one-word description, such as "Lucy" or "Mackie."
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How do I get to the item I want from the search results?
Each search result will include a link to the item's description page.
From there, you can add the item to your Shopping Bag.
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How do I add an item to my Shopping Bag?
You'll find an "Add to Bag" button on every item description page in the shopping section.
Simply click on that button to add the item to your Shopping Bag.
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How do I remove an item from my Shopping Bag?
Click on the "Shopping Bag" link in the navigation bar, which appears on most pages throughout the site,
or click here.
On the Shopping Bag page, a "Remove" button will be available for each item in your Bag.
Simply click on it to remove the item from your Bag.
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I'm finished shopping and ready to order. What do I do?
On the Shopping Bag page, click on the "Checkout" button, and follow the instructions on the screens.
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How do I place an order at BarbieCollector.com?
Review your Shopping Bag to make sure you've selected everything you want,
including sizes, colors and quantities as necessary.
Then click the "Checkout" Button.
If you've created an account with us and stored your shipping and credit card information,
you can use Express Checkout for the fastest service possible.
If not, you'll be prompted to provide shipping, credit card and billing information,
which will not be stored on our servers unless you ask us to retain it after your order has been completed.
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When will I receive my shipment?
Our goal is to ship your order as quickly as possible subject to availability,
receipt of payment, and credit authorization.
The shipping time quoted when placing your order is an estimate.
Our warehouse determines the most efficient shipping method to ship your
order so that you receive it in the timeliest manner.
Delivery calculation starts on the first business day after the order is placed.
(Business days are Monday through Friday, not including holidays.)
If your order has not been confirmed via email within 24 hours of placing your order,
or if your order does not arrive within the delivery time quoted in the order confirmation
email you received, contact our Customer Service Department via email at
customerservice@barbiecollector.com
or call 1-800-491-7514. In order for us to provide the best customer service,
please include your full name and zip code in your email.
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Is ordering at BarbieCollector.com secure?
We use Secure Sockets Layer (SSL) technology to protect credit card data during
transmission to our website, and adopt careful internal procedures to safeguard
this information in our system. Please see the Barbie® Collector online store
Privacy Policy and
Terms and Conditions
for more information.
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What forms of payment do you accept?
We accept Visa, MasterCard, American Express and Discover/Novus credit cards, as well as gift certificates.
You must be 18 or older to order. We cannot accept money orders, purchase orders, cash or checks for online orders.
Offer subject to acceptance. All prices quoted are in U.S. dollars.
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Can I pay in installments?
We are sorry, but we cannot accept installment payments for online orders.
All online orders must be paid in full using a credit card and/or Barbie® Collector Gift Certificate.
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Can I purchase gift certificates?
Certainly! Click here
to reach our gift certificate order page.
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What options do you offer for gift shipments?
For your convenience, we can include a gift receipt and gift message for each shipment at no charge!
Individual items in your shipment may be gift-wrapped for $4.00 per item.
You will be asked if you would like to take advantage of gift-wrapping or gift messaging when you checkout.
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Do I have to pay sales tax when I order online?
Shipments to Texas and Wisconsin addresses only will include the appropriate sales tax for those states.
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Can I bill my order to an international address?
We can accept international billing; however, we are prohibited from selling to Cuba,
Iran, Libya, or Sudan. All orders are in U.S. currency.
The ship-to address for the item must be within the U.S., its territories, and Canada only.
If you have a friend or family member in the U.S. who can receive shipments for you,
enter their shipping address in the 'ship to' fields and your billing address in the 'bill to' fields.
We will ship the item to your friend or family member,
who must assume the responsibility of shipping the item on to you.
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Are there special savings available for online orders?
Regular retail prices at BarbieCollector.com are the same as those in the catalog; however,
we occasionally run online specials and promotions. Check back often, or sign up for
email notification of these events!
Click here
to sign up for email from BarbieCollector.com.
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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 shipped.
You will also not be charged for any additional shipping fees for orders that involve multiple shipments.
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I'd prefer not to order online. Is there another option?
Yes! Once you've finished shopping, click on the "Shopping Bag"
link in the navigation bar to view the contents of your Bag.
Then call us at 1-800-491-7514, Monday-Sunday 7 a.m. to 10 p.m. Central Time,
to complete your order.
You may also print your Shopping Bag and fax it to 608-836-0761.
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What are your shipping options?
Continental U.S. address: standard, 2 Day Rush, and Next Day Rush delivery.
Canadian address:
standard and Express Mail delivery.
Military APO/FPO address: standard delivery.
Alaska, Hawaii,
Puerto Rico: 2 Day Rush and Next Day Rush delivery.
All other U.S. territories:
Next Day Rush delivery.
BarbieCollector.com does not ship to P.O. boxes.
Please note that
for Canadian shipping there is an extra charge for standard and Express Mail shipments.
Canadian customers/recipients are responsible for any taxes
and duties. For all Rush orders, please allow one additional day for processing.
All prices quoted are in U.S. dollars.
Click here
for our complete shipping price chart and details on Standard and Rush shipping.
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What are your shipping prices?
Shipping prices are based on your total order, excluding sales tax and gift wrap.
Our shipping and processing charge includes the cost of processing your order, handling and packaging the products you have purchased, and delivering them to you and/or to the recipients you designate. The minimum shipping charge is $7.95 for the first shipping address on your order,
and $6.95 for each additional address.
Click here
for our complete shipping price chart.
Please note that Canadian Customs will also require Canadian recipients to pay taxes
and duties on each shipment received. All prices quoted are in U.S. dollars.
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Can I have items sent to multiple addresses on the same order?
Certainly! During the checkout process, you will be asked whether you are shipping to your billing address,
to a single shipping address other than your billing address, or to more than one address.
Just select "Ship my items to more than one address" on the Shipping Address Options screen
and continue as instructed.
Only one shipping method is allowed per order.
The standard shipping rates apply for the first address in your order;
each additional address costs only $6.95 per address.
(For shipments to multiple Canadian addresses, taxes and duties apply for each shipping address used.)
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Can I have an order shipped outside the U.S.?
No, orders can be shipped within the U.S., its territories, and Canada only.
If you have a friend or family member in the U.S. who can receive shipments for you,
we can accept international billing, but the ship-to address must be within the U.S.,
its territories, and Canada only. Restriction on international shipments is not a Mattel-specific issue.
Many companies do not ship internationally due to complex business issues surrounding currency conversion,
international shipping regulations and restrictions, cost, and systems issues.
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Can I have an order shipped to a military APO/FPO address?
Yes. We offer standard delivery to APO/FPO addresses.
Unfortunately, Rush delivery to APO/FPO addresses is not available at this time.
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Is the package identified as coming from BarbieCollector.com?
For safety and legal reasons, our company name appears on our shipping boxes and mail correspondence.
Please keep this in mind when selecting your shipping destination.
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Can I change an order?
Unfortunately, once an order is submitted through BarbieCollector.com,
it goes immediately into the system and cannot be changed.
All orders, however, may be returned unless expressly noted otherwise.
On the back of the packing slip included with your purchase is a form with
complete return information. Return any product for refund of the purchased price
within 30 days unless expressly noted otherwise.
BarbieSM Fan Club memberships are not refundable.
Shipping and processing charges are not refunded.
We do not accept returns COD. Returns and exchanges are normally processed within 2 business days.
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Can I cancel an order?
Unfortunately, once an order is submitted through BarbieCollector.com,
it goes immediately into the system and we are unable to cancel it.
All orders, however, may be returned unless expressly noted otherwise.
On the back of the packing slip included with your purchase is a form with complete return information.
Return any product for refund of the purchased price within 30 days
unless expressly noted otherwise. BarbieSM Fan Club memberships are not refundable.
Shipping and processing charges are not refunded. We do not accept returns COD.
Returns and exchanges are normally processed within 2 business days.
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How do I know whether you've received my order?
You should receive an initial email confirmation within five minutes of placing your order.
A detailed email confirmation including items ordered, shipping addresses, and order total
will be sent within two hours of placing your order if you selected the check box asking
whether you would like to receive email confirmation of your order during the checkout process.
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Why haven't I received my order confirmation?
In order to receive an email confirmation, you must submit a complete,
accurate email address with your online order. Since it takes some time to process your order,
please do not call to check your order status until at least two hours have passed.
Our operators cannot access order information before the system has been updated.
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How do I check on the status of my order?
Click here
to check the status of your order.
Please note that it will take about two hours for new order information to appear online.
You may also call us at 1-800-491-7514 Monday-Sunday 7 a.m. to 10 p.m.
Central Time, to check on your order.
Again, please allow two hours from the time you place your order to allow our systems to be updated.
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What is your return/exchange policy?
Return any product for refund of the purchased price within 30 days
unless expressly noted otherwise.
The BarbieSM Fan Club memberships are not refundable.
Refunds of the purchase price will be offered for returned product
submitted for exchange that is sold out or no longer available.
Shipping and processing charges are not refunded.
We do not accept returns COD. Returns and exchanges are normally processed within 2 business days.
Please pack your shipment securely and return it to us via UPS or insured mail for your protection.
Our address is:
Returns Processing Dept., Barbie Collector
8300 Fairway Place
Middleton, WI, 53562
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What happens if I want to exchange an item that is sold out or no longer available?
Refunds of the purchase price will be offered for returned product submitted for
exchange that is sold out or no longer available.
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How long will it take to process my return or exchange?
Returns and exchanges are normally processed within 2 business days of receipt.
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What browser should I use to place an order?
This site is optimized for use with Internet Explorer version 6.0 and higher.
If you do not have this version of IE, please visit http://www.microsoft.com and download it.
Other browser options include the latest version of Firefox.
For Mac users we suggest Mac OSX/Safari or the latest
version of FireFox .
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I'm getting error messages when I try to log in to my account or view items
in the shopping section of BarbieCollector.com. What's wrong?
If you're having problems with your username or password,
click here to go directly to our password help screen. Otherwise,
the likely problem is that BarbieCollector.com is experiencing high traffic,
and we're working to meet the demand. We thank you for your patience,
and ask that you wait a moment before attempting to log in again or attempting to view an item page.
If this doesn't help,
click here to contact us regarding the issue.
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When are the peak hours for shopping at BarbieCollector.com?
We are busiest between 8 a.m. and 12 p.m., and between 7 p.m. and 10 p.m., Central Time.
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How can I get additional feedback on a technical issue related to shopping at BarbieCollector.com?
If none of the previous information answers your question,
click here
to email us. To help us serve you better, please provide as much of the following information as possible:
- The type of computer you're using (PC, Macintosh)
- The operating system (Windows 95, 98, NT, 2000, 2000/Me, 3.1, Mac, Unix)
- The Web browser you are using (Internet Explorer, Netscape, AOL, etc.)
including the browser version number (5.0,6.0, etc.)
- The date the issue occurred
- The specific error message you saw, if any
- A detailed description of what happened
- Your email address or phone number, depending on how you would prefer to be contacted
Please note: This information is ONLY used to address your technical issue.
For more information, please review our
Privacy Policy.
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How do I contact BarbieCollector.com?
For questions related to online shopping only, feel free to
email us,
or call us at 1-800-491-7514 Monday-Sunday 7 a.m. to 10 p.m. Central Time.
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How can I receive a free Barbie® Collector catalog?
Click here to order a catalog online.
If you'd prefer, you may also call us at 1-800-491-7514 Monday-Sunday 7 a.m. to 10 p.m.
Central Time or send your request to:
Barbie Collector by Mail
8400 Fairway Place
P.O. Box 620040
Middleton, WI 53562-0040
Your catalog will arrive within approximately 7-10 business days after we receive your request.
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Will Mattel sell or give my personal information to anyone?
If you consent, Mattel may provide your information to outside
companies that offer products or services that may be of interest.
To remove your name from the list we provide to outside companies,
click the My Account
link in the shop navigation bar, log in,
and go to the Contact Preferences section of the "My Account" page.
Remove the check from the check box next to the statement:
"Yes, I'd like you to share my contact information with companies similar to yours."
For more information, read our Privacy Policy.
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How does Mattel protect my personal information?
Please review our
Privacy Policy.
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What should I know about your products?
Dolls are available in varying quantities. You will be notified if a doll you order is unavailable.
All dolls are made with the utmost attention to detail and quality.
Our dolls are made in Indonesia and China. Most dolls arrive with a doll stand for display.
Dolls may not be able to stand alone, hold accessories or be posed as shown.
Production dolls and accessories may vary from the photos shown in the shop.
Mattel reserves the right to modify the fashion/fabrics, sculpt, hair color and accessories.
Due to varying quantities, we reserve the right to limit the quantity of each doll purchased.
All dolls, except where noted, are for adult collectors.
The direct exclusive policy stated in the catalog and online applies to the United States only.
Dolls may be sold to retail customers outside the United States.
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What do the Pink LabelTM, Silver LabelTM,
Gold LabelTM and Platinum LabelTM tiers mean?
Pink LabelTM:
Keepsake dolls at quality retailers.
Silver LabelTM:
Classic themes available at select retailers,
with no more than 50,000 pieces created worldwide.
Gold LabelTM:
Distinct dolls featured at fine retailers with no more than
25,000 pieces created worldwide.
Platinum LabelTM:
Dolls produced in editions of less than
1,000 worldwide, including premium one-of-a-kind dolls.
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When will a certain doll be available?
Click on Showcase
at BarbieCollector.com to search for the doll you are interested in.
If you see the doll you are interested in, click on the picture and it will take you to a
description of the doll and show the approximate date of availability.
If the doll is not displayed in the showcase, keep checking the Doll Showcase for future updates.
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When is the next doll in my favorite series coming out?
It is not possible for us to give an exact date on the next doll in a series or
even if there will be a next doll in a series.
We suggest checking the Showcase
at BarbieCollector.com for up-to-date information on doll releases.
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If a doll is sold out, will you be getting more in stock? If not, where can I get the doll?
No. If a doll is sold out, we do not anticipate receiving more inventory.
The doll may still be available through secondary sources.
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