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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.
Shipping & Returns
Shipment Update
Orders placed from January 8, 2026 through January 11, 2026 will be shipped on January 12, 2026.
How do I get free shipping?
Ahh . . . it’s the age-old (OK, maybe not that old) question for online shoppers everywhere! We are currently offering free shipping on orders $49+ 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.
Where do you ship in the U.S.?
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 7 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.
Do you ship internationally?
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.
What are my shipping options?
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
Standard shipping: 3-7 business days
• We offer free standard shipping to the continental US on orders $49+.
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.
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. 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 1-800-284-3948.
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 my order ship?
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.
What is the oversized item fee?
Certain very large or very heavy items are subject to an oversized item fee of $15.
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 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.
When will I receive my refund?
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.
Care Commitment
What is your Care Commitment?
At Melissa & Doug, we create exceptional play experiences for children and their families, which is why we stand by our products and quality controls. If you have a problem with a Melissa & Doug product you purchased from one of our authorized sellers within two years from the date of purchase, we’ll resolve it! We’re here for you; that’s our Melissa & Doug Care Commitment. Our commitment is to provide exceptional care and service and to ensure a positive consumer experience.
Please note that because we are unable to control the quality of Melissa & Doug products sold by unauthorized sellers, unless otherwise prohibited by law, the Melissa & Doug Care Commitment is not available for products purchased from unauthorized sellers, including unauthorized internet sites. The Commitment is limited to the original end-user.
We are lucky to have great relationships with our authorized sellers. If you purchased your item(s) from an authorized seller other than Melissa & Doug, your best bet is to reach out to them first—they’re often in the best position to help. Of course, if you still need some help, our Customer Care Team is here for you. You can call us or submit a care request at this link. Be sure to have a few details handy, like where and when you bought your product, along with proof of purchase and a few photos of the item. We’ll do our best to help make things right. A quick note: Melissa & Doug reserves the right to verify information, require valid proof of purchase, and deny requests at our discretion, especially in cases of suspected fraud or abuse. We may also update, change, or end our Care Commitment at any time.
If you have any questions regarding whether a seller is an authorized seller of Melissa & Doug products, please contact us at [email protected].
Effective: May 20, 2025
Quality & Compliance
Are Melissa & Doug toys safe?
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.
How does Melissa & Doug test toys?
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.
Is Melissa & Doug 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 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.
Where can I find more information about Melissa & Doug product testing?
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: 1-800-284-3948
Product Information Library
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.
Where can I find more detailed information about specific products?
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
Does my product need 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 1-800-284-3948 or contact us.
Promotions & Deals
What are your current promotions?
Enjoy 15% off Sitewide with PLAYJAN2026
Enjoy 15% off Sitewide with PLAYJAN2026 applied at checkout. Offer not valid on Sale items, furniture, gift cards, gift bundles, tax, or shipping.
Enjoy Free Standard Shipping on Orders $49+
Enjoy free standard shipping on orders $49+ 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. Free shipping does not include Rush or Expedited shipping options.
How do I use a promotional code?
At checkout, simply type the promotional code in the discount code field and select “Apply.”
What’s the fine print?
Click here to view our promotions fine print.
Do you offer price matching?
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 1-800-284-3948 if you have any other questions.
Sustainability
What are your commitments to 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
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. Please apply here to become a retailer.
Affiliate Program
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 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!
Social Media
Where can I find Melissa & Doug on 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.
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 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
What orders are subject to 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.
What if I’m ordering for an organization that is tax exempt?
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.
Gift Cards
What is a Melissa & Doug e-Gift Card?
A Melissa & Doug e-Gift Card is digital and is only available to purchase on MelissaAndDoug.com. A Melissa & Doug e-Gift Card is sent by email in HTML format. If the recipient’s email does not accept HTML emails, a text version will automatically be sent.
A Melissa & Doug e-Gift Card can be applied to any Melissa & Doug purchase on MelissaAndDoug.com or Melissa & Doug retail stores. A Melissa & Doug e-Gift Card cannot be used at any other retailers where Melissa & Doug products are sold.
Is there a minimum or a maximum that can be loaded on a Melissa & Doug e-Gift Card?
When purchasing an e-gift card on MelissaAndDoug.com the minimum value that can be loaded is $25 and maximum value that can be loaded is $300. E-gift cards purchased in one transaction will be limited to a total of $2,500 per day.
Can I reload my Melissa & Doug e-Gift Card?
No. A Melissa & Doug e-Gift Card can not be reloaded on MelissaAndDoug.com or Melissa & Doug retail stores.
Can I return or get a refund for my Melissa & Doug e-Gift Card?
To redeem your Melissa & Doug e-Gift Card on MelissaAndDoug.com, you’ll need your card number and the PIN code. The PIN will be displayed along with the 16-digit gift card number. At checkout, select gift card as the payment method, and enter the 16-digit gift card number and PIN code in the appropriate fields. Please note, your e-gift card will not be applied if you do not hit APPLY before checking out.
If the amount of your e-gift card covers the cost of your order and has any remaining balance, that balance will be available for use for a future purchase.
If the cost of your order exceeds the amount of your e-gift card, you must pay for the balance of the order using a valid payment method. We do not accept partial payment or split tenders for orders.
If you experience any difficulty redeeming your e-gift card, please call customer care at 1-800-284-3948 or contact us.
How do I check my balance on my Melissa & Doug e-Gift Card?
You can check the balance of your Melissa & Doug e-Gift Card online any time on our gift card page.
How long does it take to receive my Melissa & Doug e-Gift Card?
Our e-gift cards will normally show up in the recipient’s inbox in less than 60 minutes. Once the e-gift card is received, it is automatically active
What if my e-gift card does not arrive?
If the intended recipient of a Melissa & Doug e-Gift Card claims they never received the e-gift card, it is possible that they either accidentally deleted the email or may be blocking email from certain addresses. Users of some internet service providers have the option of blocking all email messages that originate outside of their domain. If you think this might be the case, please contact the gift recipient first to make sure their email is configured to accept emails from MelissaAndDoug.com. If the Melissa & Doug e-Gift Card was in fact blocked, please call customer care for assistance at 1-800-284-3948 or contat us.
Please have the following information when you call:
- Order number
- Billing name and address of the buyer of the e-gift card
- Name of the recipient
- Email address to which the e-gift card was sent
Do Melissa & Doug e-Gift Cards ever expire?
Except by law, no. If there is value remaining on your e-Gift Card, it will not expire. There are no fees applied
How do I return merchandise purchased with a Melissa & Doug e-Gift Card?
You can make a return the same way you would for any Melissa & Doug merchandise purchased from MelissaAndDoug.com or at a Melissa & Doug retail store. If you request a refund on an item, you’ll be issued a refund to your original Melissa & Doug e-Gift Card in the amount of the refund.
Play Perks Rewards
What is the Play Perks rewards program?
Play Perks is a loyalty program that rewards members with points every time they shop on MelissaAndDoug.com! Members can redeem points for discounts plus get access to exclusive benefits, birthday rewards, sales and offers. Depending on which level of our program you’re in, you can earn 1x, 1.25x or 1.5x points for every dollar you spend. There are also rewards for special actions like following us on social, referring friends, and more!
How do I enroll in the program?
It’s free to enroll! Just create an account HERE and you will be automatically enrolled. If you’ve already created an account, you’re all set!
What are the benefits of each tier in the Play Perks program?
- Explorer: Earn 1 point per dollar spent.
- Adventurer: Earn 1.25 points per dollar spent, plus access to exclusive offers.
- Innovator: Earn 1.5 points per dollar spent, plus priority access to new products and special promotions.
How do I get to the next VIP level?
You are automatically enrolled as an Explorer. In order to reach the next level, Adventurer, you must spend at least $150 within 12 months. In order to reach the top level, Innovator, you must spend $350 within 12 months.
How do I check my points balance?
You can view your points balance by logging into your Melissa & Doug account. Your total points will be displayed next to your name and in the “Play Perks VIP Club” section of your account.
How do I check my points balance?
You can view your points balance by logging into your Melissa & Doug account. Your total points will be displayed next to your name and in the “Play Perks VIP Club” section of your account.
How often are new promotions and offers available for members?
Promotions and offers are updated regularly. Members will receive notifications about new promotions via email and/or SMS, so be sure to subscribe to our marketing communications to stay informed.
How can I redeem my points?
You can redeem your points within your account as coupon codes that you can apply to your order! Select the amount of points you want to apply at checkout.
Just remember, coupon codes are for one-time use only. Coupons can not be combined with any other discounts or promotions, unless explicitly stated in the terms of a specific promotion. You can always access any unused coupon codes within your Rewards History in your account. Rewards may not be redeemed against the purchase of gift cards or other items as designated by Melissa & Doug. Melissa & Doug reserves the right at any time, in its sole discretion, to determine whether rewards may be redeemed.
- If you have a Shop Pay account, please use Guest Checkout in order to redeem your points.
Are there any restrictions on earning or using points?
Yes, there are several restrictions on earning and using points:
- Earning Points: Points are earned on the actual price paid for products, excluding taxes, shipping, and any discounts. Points cannot be earned on purchases of gift cards or if you forget to log into your account at the time of purchase.
- Redeeming Points: Points cannot be exchanged for cash or credit and can only be used towards merchandise purchases. They cannot be applied to taxes, shipping, handling, or the purchase of gift cards or e-gift cards.
- Combining Offers: Only one reward can be used per order, and rewards cannot be combined with other discounts or promotions unless explicitly stated.
- Excluded Items: Points may not be redeemed on certain items such as gift cards, or other exclusions designated by Melissa & Doug.
These restrictions ensure the integrity of the Play Perks program and help maintain fair usage for all members.
Do my points expire?
Yes, points expire annually on the date earned regardless of account activity.
When will I get my child’s birthday discount?
If your child’s birthday falls within 30 days from creating your account, you will receive the birthday reward 30 days after the creation of your account. If you child’s birthday falls after 30 days from creating your account, you will receive the birthday reward on their birthday.
I referred a friend but did not receive my reward, why?
Your friend must make their first purchase of $49+ using your referral link in order to receive your referral points. Be sure to remind your friend to use your referral link to make their purchase!
When do I see my point adjustments?
Points earned with each purchase are updated once your order is processed and fulfilled. Points earned using other program benefits may be reflected immediately in your account, with the exception of referrals, but please allow up to 48 hours for points to appear on your account page.
If you return or cancel an order, the points will be deducted from your account within 30 days. Additionally, if a user redeems points and then requests a partial refund or return, the points used for redemption will not be returned member. If an order is canceled by Melissa & Doug or if you have additional questions about points, please reach out to our customer care team here to ensure that your points in your account are accurately adjusted.
What if I make a purchase without logging into my account?
Points are only awarded if you are logged into your account at the time of purchase. Unfortunately, points cannot be retroactively applied to past purchases made without logging in.
What do I do if I have questions about my points, status, or account?
Please contact our customer support team here.
How do I opt-out?
We’d be sad to see you go! If you would like to opt-out of Play Perks once you joined, please reach out here. Note that any accrued points and unused rewards will be forfeited immediately upon opting out of the program.