FAQ

Enter the word or product number you wish to find. As you type, a drop-down menu will appear with several suggestions and the number of possible results for this search word/phrase.

All PLAYMOBIL products containing your search word will be displayed in the results list.

Example:

Search for: Knights

Results:

King's Large Castle

Small Castle

Knight/Squires...

If you wish to narrow down your search results, using the filter function will allow you to sort the products by price, type, age, etc.

Once you have found an item that you would like to purchase, simply click “Add to Cart” on the product page and the item will be added to your order.

The number of products and their combined price will be displayed beside the shopping cart symbol at the top of the page. Move your mouse over the shopping cart symbol to see additional information about the selected products.

On the Shopping Cart screen, you can change the quantity of the selected products. Simply enter the desired quantity in the allocated field, or change the quantity by clicking on the plus (+) or minus (-) symbols.

You can also remove products from your cart by clicking the “x” button next to the corresponding product.

When you have reviewed the contents of your shopping cart and are satisfied with your selections, you may purchase the items by clicking the "Checkout" button. Just don’t forget to agree to the PLAYMOBIL Online Shop’s Terms and Conditions first. Then, simply follow the remaining steps of the checkout process to complete your order (see also "How to Order").

Would you like to create an account for the PLAYMOBIL Online Shop? There are two ways you can register with us:

1. Click on “Register” and fill in the information for your name and login data. You will need to choose a password and then retype it in the next line. When finished, click on “Submit”.

2. You can also create a new account during the checkout process. First, choose the products you wish to purchase in the online shop and add them to your cart. The Shopping Cart will then give you the option to “Create An Account”.

Please note: The fields marked with a blue point must be completed in order to successfully order and register an account.

If you already have a customer account for the PLAYMOBIL Online Shop, click on “Login” and enter your email address/username and password.

No problem! Simply click on “Forgot Password?” in the Login section and enter your email address. We will send you a link via email that will allow you to reset your password.

When you have selected a product you wish to order, simply click “Add to Cart”on the product page and the product will be added to your Shopping Cart. Follow this step until you have added all products you would like to buy to your cart. Once you have reviewed the contents of your shopping cart and have agreed to the PLAYMOBIL Online Shop’s Terms and Conditions, you may purchase the items by clicking the "Checkout" button.

During the next steps, you will be asked to select a delivery address and delivery method. After that, you can enter your billing address and payment method or redeem a gift certificate.. Then, you will be given the opportunity to review your order before submitting it. If you would like to change or correct something, you can go back to the previous before and makes changes.

By clicking the “Submit Order” button, you confirm that you want to purchase the products listed in your order.

Your order details are saved and stored in your Order History. Like your customer information and our Terms and Conditions, they can be accessed or printed at any time. All you have to do is log in to your PLAYMOBIL Online Shop account. You can also check the status of your order here.

The PLAYMOBIL Online Shop is only available to customers paying with a credit card or debit card, or by PayPal.

PLAYMOBIL USA only accepts credit cards with US billing addresses, and only ships within the United States and to Puerto Rico.

We accept: Visa, MasterCard, American Express

Your credit card will be billed as soon as you place your order. You can also pay online via a PayPal account.

Please note that sales tax applies in the following states:

• Arizona
• Colorado
• Illinois
• Indiana
• Kentucky
• Maine
• Maryland
• Michigan
• Minnesota
• New Jersey
• New York
• Florida
• Rhode Island
• Tennessee
• Oklahoma
• Vermont
• Washington
• Wisconsin
• North Carolina
• Connecticut
• Georgia
• Iowa
• Louisiana
• Nebraska
• Utah

Anytime you place an order at the PLAYMOBIL® Online Shop, you will receive an order confirmation by email. You can also view the status of your order at any time in your customer account. Just click on "Order History” and choose the order that you are interested in seeing further information about.

If you have other questions about your order, please call us at 1-800-351-TOYS (8697), or e-mail us at service@playmobil.us.

Regular hours:

Monday – Thursday: 9:00 A.M. – 4:45 P.M. E.S.T.

Friday: 9:00 A.M. – 1:45 P.M. E.S.T.

The PLAYMOBIL ONLINE Shop ships all packages via UPS Ground, unless Express Delivery is requested. Delivery details are as follows:

Total

UPS Standard (7-10 business days)

Up to $49.98                     $5.00

$49.99 or more               FREE

UPS Express (3-5 business days)

Up to $25.00                     $13.75

$25.01 - $40.00               $15.75

$40.01 - $60.00               $17.75

$60.01 - $80.00                $19.95

$80.01 - $100.00              $22.00

$100.01 - $150.00           $27.25

$150.01 or more             20% of the order value

For Overnight UPS delivery, please call 1-800-351-8697 or 609-395-5566.

Shipping to an APO/FPO/DPO address? Please call 609-395-5566, Monday – Thursday, 9:00 A.M. – 4:45 P.M. E.S.T. & Friday 9:00 A.M. – 1:45 P.M. E.S.T for shipping costs and information.

PLAYMOBIL USA does not ship internationally, except to Puerto Rico.

We regret, we cannot ship to P.O. Boxes.

Shipping and handling fees are non-refundable. Shipping and handling fees are subject to change without notice. Playmobil does not offer free returns or pre-paid return labels.

Orders are shipped in brown cardboard boxes that say PLAYMOBIL. Some shipping boxes may have a display picture of the item on the shipping box.

While every effort is made to fulfill the entire order, occasionally an item becomes unavailable prior to an order being processed. You will not be charged for the out of stock item. If you paid via credit card, the amount will automatically be deducted from your total. If you pre-paid via PayPal, you will receive a refund via PayPal.

You will receive a separate e-mail from UPS with tracking information for your order. Should you not receive this e-mail, you can view the delivery status in your account by clicking on "Order History - Order Details - Show delivery tracking from UPS". Also, please check your junk filter and make sure that emails from "UPS Quantum View" with the email auto-notify@ups.com are allowed.

To make sure that your personal data and computer are safe while surfing the internet, we recommend using the most current version of your internet browser.

The SSL encryption has become standard on the internet. It is based on the encryption of data communication between your Internet browser and our server, so as to avoid security issues from third parties.

The order process in the Playmobil Online Shop uses SSL to secure your personal data (e.g. your address or your credit card number) against third parties. The encryption is activated in the order process starting at Step 2 - Billing.

For items purchased directly from PLAYMOBIL USA, Inc. online, by phone or by mail:

All returns must be authorized by PLAYMOBIL USA, Inc, and include a Return Authorization label affixed to the outer carton/box. Please call 1-800-351-8697 or 609-395-5566 for a Return Authorization label.

Unopened sets may be returned up to 30 days from date of purchase accompanied by a copy of the packing slip, and all returns must be received within 30 days of the Return Authorization date.

Unopened sets may be returned for a full refund of the original purchase price in the original form of payment, or exchanged with a merchandise credit. All merchandise credits must be used within 60 days of the return. After 60 days, unused merchandise credits will be refunded in the original form of payment to the original purchaser.

All items must be returned intact with sealed original packaging.

If the original box or bag is open, there will be a 20% restocking fee.

Shipping and handling fees are non-refundable.

Returns of discontinued and final sale items will not be accepted.

PLAYMOBIL USA, Inc. does not accept returns of any items unless the items were purchased directly from PLAYMOBIL USA, Inc.

Unauthorized returns will not be accepted.

PLAYMOBIL USA, Inc. is not responsible for lost or missing unauthorized return packages.

PLAYMOBIL USA, Inc. is not responsible for shipping fees associated with your return.

If you need assistance with assembly please call 1-800-PLAYMOBIL (1-800-752-9662), or 609-395-5566.

Download Building Instructions

To order spare parts please contact the Parts Department at 1-800-752-9662, option 1. Please let the Parts Department know the part number as indicated on the building instructions. If you no longer have the building instructions, you can download them here.

Upon receipt of your information, the Parts Department can give you the price of the parts and let you know if they are available. The minimum credit card order for Spare Parts is $2.50 and we accept Visa, MasterCard, and American Express.

If a part of any current PLAYMOBIL item is broken or missing when you receive it, refer to the part number as shown on the building instructions that accompanied the item. Simply call us at 1-800-752-9662 or 609-395-5566 within 30 days of receipt, and we will replace it at no charge. Replacements of broken or missing parts apply only to sets purchased directly from PLAYMOBIL USA or authorized retailers, and we may request proof of purchase. Please note that replacement parts for discontinued sets may no longer be available, making these parts unattainable.

For questions, assistance and support call 1-800-PLAYMOBIL (1-800-752-9662), or 609-395-5566. Our hours are 9:00 A.M. - 4:45 P.M. E.S.T. Monday - Thursday & 9:00 A.M. - 1:45 P.M. E.S.T. Friday. Email: service@playmobil.us