Use this page to contact Mattel regarding: Customer Service issues with Mattel Shop Online Store orders Difficulty logging on the Mattel Shop Online Store General comments about Mattel Shop Online Store or products in the Mattel Online Store You can call us or write us at the following locations for issues concerning an order from the Mattel Shop Online Store. Call: 800-747-8697 7a.m. – 10p.m. Central Time, 9a.m. – 6p.m. Central Time on weekends. Holiday hours may vary. Write us at P.O. Box 620380 Middleton, WI 53562-0380 Click here to get answers to frequently asked questions about Mattel products and brands, including product registration, technical support, instruction sheets, parts replacement, safety alerts and much more! Use this form to email a PDF copy of this catalogue page. Thank You for your request of Fundraising catalogues! Your fundraising catalogues will be delivered at the beginning of August. Meanwhile please don't hesitate to contact us via email..
Thank You for signing up for the "Modern Teaching Aids" newsletter! You will receive exclusive offers, news and advice direct to your inbox now that you have signed up.Where can I buy your current toys?Can I find your toys internationally?How do I know what new toys are coming?How do I replace my broken toy?Can I suggest an idea for a new toy?Where can I buy your older toys?Why is the McFarlane toy I bought painted differently than what is shown on packaging and/or your website?What is a ‘chase figure’?What is a ‘variant figure’?How long does it take to produce an action figure?Are building set instructions available as a PDF?How do I get replacement parts?Can I buy extra bricks?Are there videos to help me put together the building sets?Are the brick compatible with other brands of bricks?Where can I buy the building sets?Why does my local retail store say they don’t carry McFarlane building sets? Where can I buy your current toys?There are numerous retailers – big, small and online – who carry McFarlane Toys products.
Can I find your toys internationally?We have a list of wholesalers and retailers who carry McFarlane Toys. How do I know what new toys are coming?We are constantly updating our news section on our website for upcoming figures and lines as well as sending out informational email newsletters (sign up here). Also, follow us on Facebook, Twitter and Instagram for news about upcoming releases and behind-the-scenes photos and reveals.We request that you contact the retailer from whom the items were purchased to obtain a refund, exchange or return the product. Most retailers will have no problem offering a refund or exchange for our products, in accordance with their own return policy. International Returns – purchased from a retailer — If you purchased our products from a retailer and you live outside of the United States or Canada, all returns must be taken to the retailer from whom the merchandise was purchased. International Returns – purchased from our online store — All requests to return damaged or defective products purchased through our online store are handled on a case-by-case basis.
Please contact our Customer Service Department, here for further assistance. How do I replace my broken toy?If you purchased a broken or defective McFarlane Toys figure through a retailer, we do not offer exchanges or refunds. We ask that you contact the retailer with whom you purchased your product and obtain a refund, exchange or return for the product in accordance with their return/exchange/refund policy. McFarlane Toys has a limited amount of spare parts and accessories for each product. If you need to request a replacement part for one of your figures, please contact our customer service department. Note: McFarlane Toys cannot be held responsible for “accidental” damage to toys including: falling from a shelf, “rough” use, or any other incident where the product was used in a way for which it was not intended. In addition, McFarlane Toys products purchased on the “secondary” market, such as through eBay, toy/comic book conventions, flea markets, or through private collectors, are not supported.
Can I suggest an idea for a new toy?At the time, we are not taking unsolicited requests for new brands or figures. We do, however, listen to our fans on social media when they share ideas and are always looking for new licenses and popular figures. Where can I buy your older toys?Many of our older toys can be found on secondary markets, toy trade shows, swap meets and online auctions. If you have any further questions regarding a figure, please contact our customer service department. Why is the McFarlane toy I bought painted differently than what is shown on packaging and/or your website?Your toy could be different from what is shown on the package or our website for a number of reasons. The photos used for the figures are of the original prototypes, and minor variations in sculpt, colors, and/or accessories may exist between the prototype and the finished product. Or, your figure could be what we refer to as a “chase” figure or a “variant” figure. What is a ‘chase figure’?
A “chase” figure is most often associated with our McFarlane’s Sports Picks action figures. It is a different version of a regular figure, intentionally produced and generally released in limited numbers. Differences usually involve paint application, but could also be sculpt or accessory changes. Most commonly, a “chase” figure will have a different uniform from the “base” version shown in the photos. If the “base” version is produced wearing a home uniform, for example, then the “chase” may be produced in a road uniform — or vice versa. What is a ‘variant figure’?A “variant” figure is a paint or accessory difference from the “normal” version that is unintentional. Sometimes, these are production errors or glitches that occur at the factory and might be released into distribution before the mistake is caught and corrected. How long does it take to produce an action figure?From start to finish, it takes approximately 10 months if everything goes smoothly.
This includes approval timelines for concepts, sculpts, paint masters and packaging, in addition to the manufacture real time of five months. Are building set instructions available as a PDF?Building set instructions are available as a PDF. Click the following set to download a PDF of that set’s instructions. AMC’s The Walking Dead Series 1 building sets Prison Tower & Gate Prison Tower (Walmart Exclusive) Prison Gate & Fence (Walmart Exclusive) How do I get replacement parts? for a replacement part. Can I buy extra bricks?No. At this time, we are not selling extra bricks. Are there videos to help me put together the building sets?Todd McFarlane has created a series of videos to help piece together each building set. You can find the videos on our YouTube channel, here. Are the brick compatible with other brands of bricks?The bricks in McFarlane building sets are compatible with other building set and construction sets from other companies.