Dear Valued Consumer,

We want to thank you for being a valued consumer and want you to know we are committed to providing the best possible experiences across all of our consumer touchpoints. As you may have shopped with us at some point, we wanted to tell you about changes happening to our Mattel-owned sites.

Effective August 17th, 2018, Barbie.com, HotWheels.com, Fisher-Price.com, and MattelShop.com will no longer sell products directly, but will help you find the perfect toys and baby gear to purchase at your preferred retailer. (NOTE: Hot Wheels® Collectors* and Barbie® Signature** will not be impacted by this change and you will still be able to directly purchase products on these sites.)

Our sites and email newsletters will continue to be your #1 source for Mattel product information and gift ideas, with an enhanced and detailed catalog. Each of our product pages features links to available retailers, where you can buy directly from your preferred outlet. Just click FIND AT RETAIL to view your options and seamlessly complete your purchase.

As always, we remain committed to enhancing your Mattel Brands experience.

For more info, please read our FAQs below. Don’t see the answer you’re looking for? Contact Customer Service.

The Mattel Web Team

*Hot Wheels® Collectors items will still be available here: https://hotwheelscollectors.mattel.com/shop
**Barbie® Signature items will still be available here: https://barbie.mattel.com/shop/en-us/ba/all-signature-dolls


Online Registration Issues

Can I register at the online store? To make your shopping experiences quick and easy, you can register your billing and shipping information beginning on the My Account page. The information is gathered in a secure environment. 

Why do I need a password when I register at the online store?
Your password is an extra level of security for the private information you give us. 

How do I change my registration information at the online store?
You can change your registration by clicking on "My Account" from the homepage. Log in and change any information you wish — your log-in name, password, etc. At this time, registration information cannot be deleted online, only updated; please call Customer Service to have your information deleted. 

How do I log out of my account?
Be sure to click the "log out" link in the upper-right corner of the My Account page.

I forgot my password! What should I do?
On the My Account page, select the "Forgot Password?" link.  You will be given instructions and asked to enter your e-mail address.  Please do not call Customer Service to obtain your username or password. They can only be obtained through the website using the "Forgot your username or password?" link.  

Online Store Closures

Are all Mattel-owned websites affected?
No. You will still be able to purchase Barbie® Signature and Hot Wheels® Collectors items directly from Barbie.com and HotWheelsCollectors.com, respectively.

If I purchased prior to 8/16/2018, will my order still be sent?
Yes, all orders placed on or prior to 8/16/2018 will be shipped as initially scheduled.

I have a Mattel Vault membership; will it still be valid? Will I get a refund for my membership?
Unfortunately, the Mattel Vault membership has been discontinued as of 8/17/2018. If your membership is still active after 8/17/2018, please contact customer service for more info.

I purchased a Gift Card at Costco. Can I still use it?
If you have unused Mattel gift cards, they can still be redeemed on HotWheelsCollectors.com* and Barbie® Signature** items after 8/16/2018. Should you prefer a refund on your remaining balance, please contact customer service.

I have a VIP or Birthday promo code; how do I use it?
The VIP promo code expired on 8/16/2018 with our shift into a digital product catalog. The promo cannot be redeemed after this date.

Can I still sign up for email updates from Mattel brands and Fisher-Price?
Absolutely. We will continue to send email newsletters to our consumers on brand news, events and products. If you haven’t already, sign up for our email newsletter here.

My order was canceled. How can I still purchase this item?
If the order contains HotWheelsCollectors.com* or Barbie® Signature** items, you can still place a new order on these items on our sites (subject to availability) or contact customer service for further assistance. For all other items, we encourage you to place a new order with one of our retail partners that are listed on the product page (subject to availability). All you need to do is click FIND AT RETAIL to see which retailer has the item in stock.

How do I find a local retailer for the product I’m searching for?
Simply go to the product page, click FIND AT RETAIL and scroll down to FIND STORES NEARBY. Enter your city or ZIP Code, and it will return results with stores that carry this item. To confirm availability, we recommend you call the store ahead of time and verify stock before making your visit.

My local retailers don’t offer the bundles or gift sets you offered. How can I purchase a gift set?
Some of our retailers also offer gift sets, although they may include different items. We suggest you visit retailer sites to check out what they may offer individually and as gift sets.

*Hot Wheels® Collectors items will still be available here: https://hotwheelscollectors.mattel.com/shop
**Barbie® Signature items will still be available here: https://barbie.mattel.com/shop/en-us/ba/all-signature-dolls