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FAO Schwarz

FAO Schwarz customer success center that answers questions regarding our physical retail location and online orders, products, shipping, policies, and more.

FAO Schwarz | Help Center | FAQ

Thank you for reaching out to us at FAO Schwarz!

Processing time for orders is typically 24-48 business hours. Once the item is shipped it usually will be delivered within 3-10 business days. 

Once the order is shipped you will receive an email with tracking information where you can find the most up to date delivery estimates. 

More information on our shipping policies can be found here.

When will my order ship?

Thank you for reaching out to us at FAO Schwarz!

We strive to meet our order processing and shipping timelines, so unfortunately orders cannot be edited, changed or cancelled once they are placed.

More information can be found here under "Shipping & Delivery"

We apologize for any inconvenience.

Can I cancel or edit my order?

Thanks so much for getting in touch with us at FAO Schwarz!
 

We currently offer a discount for first time customers. In order to receive the discount code, you will need to sign up for our newsletter, and the discount code will be emailed to you! Once you receive the discount code, you must input the code at checkout to apply the discount. *Please note, exclusions may apply.

If you are not a first time customer, signing up for our newsletter and following us on all socials are the best ways to be notified about any upcoming sales and discount codes.

 
We are always adding many great toys & gifts to our sale section so be sure to take a look here: SALE

*for full details about our promotions and discounts please click here.

What promotions do you offer?

Thank you for reaching out to us at FAO Schwarz!

We currently have an extended holiday return policy. If your order is placed on or after October 15th, 2023, it is eligible for return through January 31, 2024. A flat return fee of $10.00 per return shipment will be applied for all returns regardless of the reason. For more information on returns, please click here. 

Your return can be initiated through our return portal linked here by entering your order number "FAO-____" followed by the email address used to place your order. Once your return request is approved, a return label will be emailed to you.

All products must be in their original packaging and not used or damaged. Once a return is received, a refund will be processed in the form of original payment, less the original shipping and $10 restocking fee.

Please note, returns will only be accepted within 30 days after the delivery date.

What is FAO's return policy?

Thank you for reaching out to us at FAO Schwarz! 

We are so sorry to hear that your item arrived defective/damaged! 

Please email us at contactus@fao.com and be sure to include photos of the item you received, the packaging and the packing slip. Once we receive these photos we will provide you with a solution. 

*Please note all email communications will be addressed within 24-48 business hours.

I received a damaged item. What do I do?

Thank you for reaching out to us at FAO Schwarz! 

For inquiries regarding online purchases, you can contact us at contactus@fao.com. 

For inquiries regarding purchases made in-store, you can contact us at customerservice@fao.com.

If you would like to speak with an agent over the phone, you can call us at (800) 326-8638

If your inquiry does not fall into any of these categories, please click here for more contact options.

*Please note all email inquiries are typically answered within 24-48 business hours.

How can I get in contact with FAO?

Processing time for orders is typically 24-48 business hours. Once the item is shipped it usually will be delivered within 3-10 business days.

Once the order is shipped you will receive an email with tracking information where you can find the most up to date delivery estimates. 

Get more information

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