Mattel Customer Service: Toy Support, Recalls, Parts and Online Orders

Eric Strand

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Mattel customer service assists customers with defective toys, missing pieces, replacement parts, instruction sheets, recalls, product registration, Mattel Shop orders, Mattel Creations purchases and questions involving brands such as Barbie, Hot Wheels, Monster High, MEGA, Fisher-Price and Power Wheels.

The main Mattel product-support number is 1-800-524-8697. Fisher-Price, Power Wheels, Mattel Shop and Mattel Creations have separate support numbers, so use the department that matches the product or purchase involved.

How to Contact Mattel Customer Service

Important: The correct contact depends on whether the issue involves a product defect, a missing part, a Fisher-Price item, a Power Wheels vehicle, a Mattel Shop order or a Mattel Creations collector purchase.

Best Mattel Support Route by Issue

Defective Mattel Toy or Product

Call Mattel product support at 1-800-524-8697 for a quality or manufacturing problem involving Mattel products such as Barbie, Hot Wheels, Monster High, Matchbox, UNO, MEGA or Mattel Brick Shop.

Before contacting Mattel, gather:

  • The product name
  • The product or model number
  • The manufacturing or date code, if shown
  • The purchase date
  • The original retailer
  • The receipt or order confirmation
  • A description of the defect
  • Photographs for private support communication

Do not throw away the packaging, damaged item or broken component until Mattel or the retailer explains what must be retained.

Missing Part, Piece or Accessory

Locate the product number before requesting a replacement piece. The number may appear on the packaging, instruction sheet, product label, battery compartment or underside of the toy.

Use Mattel’s official replacement-parts and product-support tools to determine whether the needed piece is available. Availability varies by product and age, and some parts may no longer be produced.

When contacting support, explain whether the part was missing when the package was opened, arrived damaged or was lost after purchase. A missing component from a new product may be handled differently from a replacement part requested for an older toy.

Mattel Instruction Sheet or Assembly Manual

Mattel’s support site allows customers to search instruction sheets using a product number, product name or keyword.

Use the product number whenever possible because different versions of a toy may use different components, batteries, charging procedures or assembly instructions.

Visit the Mattel Consumer Support Center and select the instruction-sheet option.

Product Registration

Registering an eligible Mattel product can help connect the product information with safety alerts and recall communications.

Product registration does not necessarily replace a receipt or extend a warranty. Keep proof of purchase separately and confirm the written warranty for the specific product.

Mattel Product Recalls and Safety Alerts

Mattel maintains an official list of U.S. and Canadian recalls and safety alerts. The list includes Mattel, Fisher-Price and related products.

Check the Mattel Recall and Safety Alerts page when:

  • You received a recall notice
  • You purchased a used Mattel or Fisher-Price product
  • A model has been discontinued for safety reasons
  • A toy has a choking, magnet, battery, tip-over or electrical concern
  • You are unsure whether a product number is included in a recall

Match the full product number, date code and product description. A toy that looks similar may not be part of the same recall.

What to Do if a Mattel Product Is Recalled

  1. Stop using the product as directed by the recall notice.
  2. Keep the product away from children.
  3. Locate the product number and date code.
  4. Follow the remedy instructions on the official recall page.
  5. Do not sell, donate or give away a recalled product.
  6. Save confirmation of any refund, replacement or recall registration.

Do not mail a recalled toy to Mattel unless the recall instructions specifically tell you to do so.

Mattel Warranty Help

Mattel warranty terms vary by product. Some products include a written limited warranty, while others may be handled through Mattel product support or the original retailer.

Before requesting warranty service:

  • Read the warranty included with the product
  • Locate the model and product numbers
  • Find the receipt or order confirmation
  • Document the defect
  • Stop using an item that may be unsafe
  • Contact the support department for the applicable brand

Do not assume that every Mattel toy has the same warranty length or remedy. Replacement, repair, parts availability and refund eligibility depend on the product and circumstances.

Mattel Shop Customer Service

For an order placed through the main Mattel Shop website, call 1-855-844-6224 or use the Mattel Shop contact page.

Mattel Shop support can assist with:

  • Order status
  • Account access
  • Missing or incorrect items
  • Damaged shipments
  • Payment questions
  • Product information
  • Order-related messages

Have the order number, account email address, product name, delivery address and tracking information ready.

Mattel Order Is Marked Delivered but Missing

Check the delivery location, household members, nearby entrances, package lockers and carrier tracking details. If the package cannot be located, contact Mattel Shop and the carrier promptly.

Save:

  • The tracking page
  • The delivery date and time
  • Any delivery photograph
  • The Mattel order number
  • Messages exchanged with the carrier

Mattel Order Arrived Damaged or Incorrect

Photograph the shipping box, shipping label, packaging and received products before discarding anything. Contact Mattel Shop with the order number and explain whether you are requesting a replacement, missing item, corrected shipment or refund.

Mattel Creations Customer Service

Mattel Creations handles collector products, limited releases, memberships, made-to-order products and specialty brands through a separate support system.

Mattel Creations only accepts eligible returns for products purchased directly through MattelCreations.com. Products purchased from another retailer or reseller must generally be handled through the original seller.

Some made-to-order, specialty and internationally shipped products may not be returnable. Review the product page and applicable return terms before requesting a return.

Mattel Creations Preorder or Delayed Release

Collector items may have future production and shipping dates. Review the original product listing, confirmation email and order-status page before contacting support.

Ask support to confirm:

  • Whether the order remains active
  • The current expected shipping window
  • Whether the release date changed
  • Whether the payment authorization remains valid
  • Whether the item can still be canceled

Fisher-Price Customer Service

Call Fisher-Price at 1-800-432-5437 for baby gear, infant toys, preschool products, car seats and other Fisher-Price products.

Use Fisher-Price support for:

  • Missing pieces
  • Replacement parts
  • Product instructions
  • Assembly questions
  • Quality or safety concerns
  • Recall questions
  • Product-registration help

Stop using baby gear or another child-safety product immediately when it appears damaged, unstable, overheated, recalled or unsafe.

Power Wheels Customer Service

Call Power Wheels at 1-800-348-0751 for battery-operated ride-on vehicles, batteries, chargers, replacement parts and authorized service locations.

Power Wheels maintains an authorized service network that may assist with in-warranty and out-of-warranty repairs. Some parts should only be installed by an authorized service center.

Before contacting Power Wheels support, gather:

  • The vehicle model and product number
  • The battery and charger information
  • The date of purchase
  • The retailer
  • The symptoms or warning signs
  • Any previous repair information

Do not substitute a battery or charger based only on appearance. Confirm voltage, connector type and compatibility with the exact Power Wheels model.

Mattel Apps and Technical Product Support

Mattel provides technical support resources for certain apps, online games, connected toys and computer-based products.

Before contacting technical support, record:

  • The product or app name
  • The device type
  • The operating-system version
  • The exact error message
  • Whether the app was downloaded from Apple, Google or another platform
  • Any purchase or subscription involved
  • Troubleshooting already attempted

Do not share a child’s full name, birth date, school information, location, password or private account data in a public review.

Returning a Mattel Product Purchased From a Retailer

A Mattel product purchased from Walmart, Target, Amazon, Costco, a toy store or another retailer is generally subject to that retailer’s return policy.

Contact the original seller first when the issue involves:

  • An unwanted or duplicate gift
  • A recent unopened purchase
  • An incorrect item shipped by the retailer
  • A delivery problem
  • A store refund or exchange

Contact Mattel product support when the issue involves a suspected manufacturing defect, missing component, safety concern, product instruction or recall.

Information to Gather Before Contacting Mattel

  • Mattel brand and product name
  • Product or model number
  • Manufacturing or date code
  • Purchase date
  • Original retailer
  • Receipt or order number
  • Description of the problem
  • Photographs for private support use
  • Previous case numbers
  • The resolution being requested

Do not publish a child’s information, home address, order number, product-registration information, payment information, receipt, serial number or private support correspondence in a public review.

How to Escalate a Mattel Complaint

  1. Contact the support department responsible for the brand or purchase.
  2. Provide the product number, purchase date and order or case number.
  3. Explain the issue in chronological order.
  4. State the requested resolution.
  5. Ask for a case number.
  6. Request a supervisor or additional review if the initial response does not address the concern.
  7. Use Mattel’s online message form to create a written record.
  8. Save emails, photographs, tracking records and replacement confirmations.
  9. For a safety issue, check the official recall page and report the concern through the appropriate product-safety channel.

About Mattel and Its Major Brands

Mattel is a toy and entertainment company whose brands include Barbie, Hot Wheels, Fisher-Price, Monster High, Matchbox, UNO, MEGA, American Girl and Power Wheels.

Some Mattel brands maintain separate stores, support systems or service numbers. Always use the contact information connected to the specific product or order.

For headquarters and corporate information, see the Mattel Corporate Office Headquarters page.

Mattel Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently has no published Mattel customer-service reviews. There is not yet enough CSN feedback to identify reliable complaint or satisfaction patterns.

If you have contacted Mattel, consider leaving a review below. A useful review should explain:

  • The Mattel brand and product involved
  • Where and approximately when it was purchased
  • Whether the issue involved a defect, missing part, recall, order or warranty
  • Which support department you contacted
  • Whether a case number was provided
  • How long the response took
  • Whether the issue was resolved

Related Toy Customer Service Pages

Frequently Asked Questions About Mattel Customer Service

What is the Mattel customer-service phone number?

The main Mattel product-support number is 1-800-524-8697.

What are Mattel customer-service hours?

Mattel’s standard product-support hours are Monday through Friday, 9:00 a.m.–6:00 p.m. Eastern Time.

What is the Fisher-Price customer-service number?

Call Fisher-Price at 1-800-432-5437.

What is the Power Wheels customer-service number?

Call Power Wheels at 1-800-348-0751.

What is the Mattel Shop order-support number?

Call Mattel Shop at 1-855-844-6224.

What is the Mattel Creations phone number?

Call Mattel Creations at 1-800-858-0102 in the United States and Canada.

How do I request a missing Mattel part?

Locate the product number and contact Mattel support or use the official replacement-parts tool. Availability depends on the product and age.

How do I check whether a Mattel toy was recalled?

Use Mattel’s official Recall and Safety Alerts page and match the complete product number and date information.

Can I return a Mattel toy directly to Mattel?

It depends on where it was purchased and the reason for the return. Retail purchases are generally handled by the original seller, while product defects and safety issues may be handled through Mattel support.

Does every Mattel product have the same warranty?

No. Warranty terms vary by product. Review the written warranty and contact the support department responsible for the product.

Where is Mattel headquartered?

Mattel is headquartered at 333 Continental Boulevard, El Segundo, California 90245-5012. The corporate address is not the normal destination for product returns or missing-part requests.

Page Update Note

This Mattel customer-service page was reviewed and updated in July 2026 to verify the main product-support number and hours, add separate Fisher-Price, Power Wheels, Mattel Shop and Mattel Creations contacts, add recall, replacement-parts, registration and instruction guidance, clarify retailer returns and product warranties, remove unsupported review claims, reflect the current CSN review count and strengthen escalation, safety and privacy guidance.

Why Trust CustomerServiceNumbers.com?

CustomerServiceNumbers.com has helped consumers locate customer-service information and share their experiences since 2004. CSN is an independent consumer website and is not affiliated with Mattel, Fisher-Price, Power Wheels, Mattel Creations, American Girl or any retailer.

Our goal is to help consumers identify the correct support route, understand product and order procedures and share customer-service outcomes that may help others. Telephone numbers, hours, parts availability, warranties, return rules, recalls and support procedures can change. Verify important information through Mattel, the original retailer or the applicable product-safety authority.

Share Your Mattel Customer Service Experience

Have you contacted Mattel about a Barbie, Hot Wheels, Fisher-Price, Power Wheels, Monster High, MEGA or another product? Share your experience below and explain whether the issue involved a defect, missing part, recall, order, return, replacement or warranty claim.

Privacy reminder: Do not post a child’s information, home address, email address, telephone number, receipt, order number, product-registration details, payment information, product serial number or private support documents in a public review.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com is not affiliated with Mattel, Fisher-Price, Power Wheels, Mattel Creations, American Girl or any retailer. This page is provided for informational purposes and to document consumer customer-service experiences.

CustomerServiceNumbers.com cannot access Mattel accounts, locate orders, provide replacement parts, approve returns, process recalls, issue refunds, repair toys or decide warranty claims. Those requests must be handled by Mattel, the appropriate brand, the original retailer, a service provider or another applicable official organization.

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