For ERTL toys, farm replicas and collectibles, start with TOMY consumer service. Have the item number and purchase details ready, especially when asking about a missing part, damage or a toy bought from another retailer.
ERTL support through TOMY: 1-800-704-8697.
Hours: Monday–Friday, 8 a.m.–4 p.m. Central, listed as CST in TOMY’s published customer-service terms.
Email: cs@tomy.com. You can also use the official contact page.
Support information checked October 17, 2026. CustomerServiceNumbers.com is an independent guide and is not affiliated with ERTL or TOMY.
Identify the ERTL Product
ERTL appears in TOMY’s current brand catalog. Identify the precise toy or collectible before asking for a part or repair; a tractor brand name or scale alone may not identify the item.
- Product or item number from the packaging or underside markings.
- Scale, model name and clear photographs of the complete item.
- A close-up of the missing or damaged component.
- Purchase date, seller and receipt or order confirmation.
Explain whether the issue was present when the package arrived or developed later. Keep the packaging until you know what support needs. If the item was purchased used, say so; do not describe it as a new retail purchase.
Replacement Parts and Older Collectibles
Check TOMY’s replacement-parts catalog and compare the listed compatibility with your item number. The catalog includes specific parts for selected products; it is not a promise that every ERTL model has replacement parts available.
If you cannot identify the part, send consumer service photographs and ask whether a matching part is supplied. Confirm the price, compatibility and any installation instructions before ordering. For an older collectible, ask what assistance is available without assuming a current warranty or a free replacement.
Direct Orders, Returns and Retail Purchases
For an item purchased directly from TOMY, its online return policy requires a Return Authorization number. Eligible unused returns must be postmarked within 30 days of delivery, with original tags attached. Customers pay return shipping for non-defective items; other conditions apply.
Contact support before mailing the product. Confirm the return instructions for your order and keep the authorization, invoice copy and tracking receipt. For damaged merchandise, describe the damage and ask how TOMY wants it handled.
TOMY’s terms direct retail-store returns back to the seller, subject to that retailer’s discretion. Use the receipt to identify the seller and ask about its return or exchange process. Consumer service can separately review an ERTL product question.
If you need to change or cancel a direct order, contact TOMY promptly with the order number. Ask whether the change can still be made and retain the confirmation; sending a request does not itself cancel the order.
Follow Up with Consumer Service
Keep the case number and a short record of the requested part, replacement or return. If a response does not answer the question, reply with the missing detail and ask what evidence or next step is needed. Avoid sending multiple versions of the same claim to different channels without referencing the original case.
Frequently Asked Questions
Who handles ERTL product support?
TOMY consumer service is the starting point. Call 1-800-704-8697 or use the contact options above.
Are parts available for every older ERTL toy?
Availability needs to be checked for the exact item. Send the item number and photographs rather than ordering by appearance alone.
Can I send a store purchase directly to TOMY for a refund?
Start with the retailer that sold it and check its return rules. Ask TOMY separately about product support or any applicable warranty.
Related Customer Service Guide
For LEGO orders or missing pieces, see our LEGO customer service guide.
Share Your ERTL Customer Service Experience
Use the review form below to describe the support route you used and the outcome. Share your own experience, and leave out passwords, account or order numbers, payment information and private contact details.