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 800-284-3948 or contact us.
My Account
How do I create an account?
Simply go here and follow the prompts to create your account.How do I manage or change my personal information, password, and email?
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 1-800-284-3948 or contact us.
If you have a ShopPay account, you can change your phone number by logging into your ShopPay account here.How do I manage my credit cards or add a new credit card?
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
What is the status of my order?
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 1-800-284-3948 or contact us.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.Why can’t I check out?
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.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 (link to current promotion).
Only one promo code per order.
Be sure that your promo code is still valid.How do I know my order was placed?
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.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!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 the carrier has scanned the package, you should receive an email with the tracking.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.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 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.Besides this website, where can I buy Melissa & Doug products?
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.