Need help with a TOMY toy, baby product, collectible or online order? Contact TOMY U.S. consumer service with the brand, item number and purchase details. This guide covers product questions, missing parts and direct-store orders, including ERTL farm toys and collectibles.
TOMY customer service: 1-800-704-8697.
Email: cs@tomy.com. You can also visit the official TOMY contact page.
Phone hours: Monday–Friday, 8 a.m.–4 p.m. Central, listed as CST in TOMY’s published customer-service terms.
Support information checked October 17, 2026. CustomerServiceNumbers.com is an independent guide and is not affiliated with TOMY or its brands.
Which TOMY Product Do You Need Help With?
TOMY’s U.S. site includes ERTL, Boon, Lamaze, The First Years, JJ Cole, Toomies, TOMY Games and other product ranges. Give consumer service the brand printed on your item, rather than relying only on the name of a character or licensed vehicle.
- Find the item or model number on the product, packaging or instructions.
- Keep the receipt, seller’s name and purchase date.
- Take a clear photograph of the full item and a close-up of the problem.
- Describe whether a part was missing on arrival, the item arrived damaged, or a problem developed during use.
Ask support which team handles that exact item. If you bought it outside the United States, identify the purchase country and seller so the representative can confirm the appropriate support route.
Online Orders, Delivery and Cancellation Requests
For an order placed with TOMY’s U.S. online store, use the order confirmation to find the order number and items purchased. Explain whether you need a shipping update, an address correction, a cancellation or help with something missing from the package.
Check the confirmation for a preorder or crowdfunding project before treating the order as a regular in-stock shipment. Ask support to confirm the applicable shipping estimate and cancellation terms. A request to change an order does not mean the change has been accepted.
For a damaged shipment, keep the outer box, packing material and shipping label until support tells you what it needs. Save photographs and the tracking details, and ask whether you should also contact the carrier.
Returns: TOMY Store Purchases Versus Retail Purchases
For purchases made directly from TOMY, the official online return policy requires a Return Authorization (RA) number. Eligible unused merchandise must be sent within the stated 30-day window, with the original tags attached. Non-defective return shipping is the customer’s responsibility, and gift returns have separate exchange or credit conditions.
Contact consumer service before mailing anything. Confirm eligibility, the deadline, the destination and the RA number for your order. Include the requested paperwork and retain shipment tracking. Ask separately about damaged or defective merchandise; do not assume that the unwanted-item rules describe your situation.
For a purchase from a retail store, TOMY’s terms direct refund and exchange requests back to that seller under its return policy. TOMY can separately review a product-support or warranty question. Check the product’s own warranty information instead of assuming every TOMY item has the same coverage.
Replacement Parts and Instructions
TOMY maintains an official replacement-parts catalog for selected products. Match the item number and compatibility information before ordering; two parts that look similar may fit different models.
If the part is not listed, contact consumer service with photographs and the model number. Ask whether the part is available, whether there is a charge and which instructions apply. Parts availability for a current toy does not establish availability for an older or discontinued version.
For assembly or operating questions, request instructions for the exact product. Explain what is missing from the instructions or where the assembly does not match, rather than modifying a component to make it fit.
ERTL Farm Toys and Collectibles
ERTL customers can start with the same TOMY consumer-service team. Include the tractor or vehicle name, scale and ERTL item number. A description such as “John Deere tractor” may refer to several different toys, replicas or ride-on products.
For a missing wheel, hitch, decal or other component, send a photograph of the complete model and the affected area. Tell support whether the item was bought new or used and whether you still have the original packaging. Ask about the exact replacement part without assuming a vintage collectible qualifies for a free replacement.
Product Safety Notices
Check TOMY’s official recall listings when your question concerns a safety notice. Match the model and identifying details to the notice and follow its specific contact and remedy instructions. A recall may use a different support process from a routine order or parts request.
Follow Up on an Unresolved Request
Keep the case number, contact dates and written replies. In a follow-up, briefly state the original issue, the action previously discussed and what remains unresolved. Ask for a clear next step and whether another product specialist needs to review the case.
Frequently Asked Questions
What is TOMY’s U.S. customer service number?
Call 1-800-704-8697. TOMY lists weekday service from 8 a.m.–4 p.m. Central, described as CST, and also provides cs@tomy.com for email inquiries.
Does TOMY handle ERTL support?
Yes. Start with TOMY consumer service and provide the ERTL item number, scale, purchase information and photographs of the issue.
Can I return a store-bought toy directly to TOMY?
Begin with the retailer for a refund or exchange. Contact TOMY separately about the product, replacement parts or any applicable warranty. Direct TOMY-store returns require authorization and must meet the applicable return conditions.
Related Customer Service Guide
For a LEGO order or missing LEGO pieces, see our LEGO customer service guide.
Share Your TOMY Customer Service Experience
Use the review form below to describe the product or order you contacted TOMY about, the support channel you used and the outcome. Share your own experience, and leave out order numbers, payment information, passwords and private contact details.