American Girl Return Policy

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Understanding the American Girl return policy is essential for any parent or gift-giver. This guide explains everything you need to know about returning items to ensure a smooth experience.

American Girl Return Policy

The American Girl return policy is designed to be customer-friendly, but it has specific rules you should follow. Knowing these details can save you time and ensure your return or exchange is processed without any issues. Whether you shopped online, in a store, or through the catalog, the core principles are similar.

This policy covers dolls, clothing, books, and accessories. It’s important to act within the given time frame and keep your items in like-new condition. Let’s break down the key points you need to remember.

Key Highlights of the Return Policy

  • Return Window: You have 90 days from the date of purchase to return most items.
  • Condition: Items must be unused, unwashed, and in their original packaging with all tags attached.
  • Proof of Purchase: You will always need your receipt, packing slip, or order number.
  • Refund Method: Refunds are typically issued to the original form of payment.
  • Personalized Items: These are usually final sale and cannot be returned unless damaged or defective.

How to Return an Online or Catalog Purchase

If you bought an item from the American Girl website or catalog, you have two main options for returns. The process is straightforward if you follow these steps.

Option 1: Return by Mail

This is the most common method for returns. Here is a step-by-step guide:

  1. Locate your packing slip or order confirmation email. You will need the order number.
  2. Visit the American Girl website and go to the “Returns & Exchanges” section to initiate the return. You’ll need to enter your order details.
  3. Print the provided return authorization label. This label is crucial for processing.
  4. Securely pack the item in its original box or a sturdy shipping box. Include all parts, tags, and packaging.
  5. Attach the return label to the outside of the box.
  6. Drop the package at a designated carrier location (like UPS or USPS, as specified on the label).

Once the return is received at the warehouse, it can take up to two weeks for the refund to appear on your account. You will recieve an email confirmation when the return is processed.

Option 2: Return to a Retail Store

You can also return online and catalog purchases to an American Girl Place store or a boutique inside select department stores. This is often the fastest way to get a refund or exchange.

  1. Bring the item you wish to return in its original condition with all packaging.
  2. Bring your packing slip, receipt, or the credit card used for the purchase.
  3. A store associate will assist you with the return at the register.

Note that some department store boutiques may have slightly different procedures, so it’s a good idea to call ahead if your unsure.

How to Return an In-Store Purchase

Returns for items bought directly at an American Girl retail store are also handled within the 90-day window. The process is simple:

  1. Bring the item and all its original packaging and tags to any American Girl Place store.
  2. Present your original receipt. If you don’t have the receipt, they may be able to look up the purchase with the credit card you used.
  3. The refund will be issued to your original payment method. Store credit may be offered if you lack a receipt.

Special Considerations and Exceptions

Not all items follow the standard rules. Pay close attention to these categories to avoid surprises.

Personalized and Monogrammed Items

Dolls, clothing, or accessories that have been personalized with a name, monogram, or special message are considered final sale. American Girl cannot resell these items. They can only be returned if they arrive damaged or defective.

Doll Hospital Items

Items sent to the Doll Hospital for repair have their own satisfaction guarantee. If you are not happy with a repair service, you should contact the Doll Hospital directly within 90 days to discuss a resolution.

Clearance and Sale Items

Typically, clearance merchandise is marked as final sale and is not eligible for return. Always check the product description or the signage in store for any final sale notations before buying sale items.

Understanding Exchanges

If you want a different item, color, or size, an exchange is often the easiest path. You can process an exchange through the mail or in a store.

  • Mail Exchange: Initiate a return for the original item. Once the return is processed, you can place a new order for the item you want.
  • In-Store Exchange: This is instant. Bring the item to a store, and you can swap it for something else right away, paying any price difference.

What to Do If Your Item is Damaged or Defective

American Girl stands by the quality of their products. If you recieve a damaged or defective item, contact Customer Service immediately. Do not initiate a standard return.

  1. Call or email American Girl Customer Service. Have your order number and photos of the damage ready.
  2. They will guide you through a special replacement process, often sending a new item before you need to return the damaged one.
  3. This policy applies even after the standard 90-day return window for manufacturing defects.

International Returns

If you placed an order from outside the United States, you must contact International Customer Service to arrange a return. You are responsible for any return shipping costs and customs duties, which are not refundable. The 90-day window still applies.

Tips for a Hassle-Free Return Experience

  • Keep Your Packaging: Don’t throw away the original box, tags, or packing slip for at least 90 days.
  • Act Quickly: Mark your calendar so you don’t miss the return deadline.
  • Inspect Items Upon Arrival: Check dolls and products as soon as they arrive to spot any defects right away.
  • Consider Shipping Insurance: For expensive items you return by mail, consider adding insurance for the return shipment in case it gets lost.

Frequently Asked Questions (FAQ)

How long does it take to get a refund from American Girl?

After your return is received at their warehouse, it takes about 10-14 business days for the refund to post to your original payment method. You’ll get an email when it’s processed.

Can I return an American Girl doll without the original box?

It is strongly recommended to keep the original box. Returns without the original packaging may be accepted at the company’s discretion, but it could slow down the process or affect the refund. The doll must be in like-new condition.

What is the return policy for American Girl at Barnes & Noble?

Items purchased at a Barnes & Noble that sells American Girl products fall under Barnes & Noble’s return policy, not the standard American Girl policy. Check your receipt or ask in store for their specific terms.

Does American Girl offer return labels?

Yes, when you initiate a return online, they provide a prepaid return shipping label. You just need to print it and attach it to your box. Some exceptions may apply for international orders.

Can I return a gifted American Girl item?

Yes, but you will need a gift receipt. Returns with a gift receipt will be issued as store credit. Without any receipt, the return may be denied or offered at the current selling price as store credit.

What items cannot be returned to American Girl?

Personalized/monogrammed items, opened software, and most clearance items are final sale. Also, items that show signs of wear, play, or damage caused after delivery cannot be returned.

Contacting Customer Service

If you have unique situation or questions, the best course of action is to contact American Girl directly. Their customer service team can provide guidance tailored to your specific case.

  • Phone: 1-800-845-0005
  • Website: Use the “Contact Us” form on AmericanGirl.com
  • Hours: Customer service hours vary, so check the website for current information.

Being familiar with the American Girl return policy makes shopping with them a more confident experience. By following the guidelines on time limits, condition, and having your proof of purchase, you can ensure that any necessary returns or exchanges are handled smoothly. Always remember to check for personalization before ordering and inspect items promptly upon arrival to make the most of their customer-friendly guarantees.