Daily: 10AM - 8PM

Holiday Hours:

Thanksgiving Day: Thursday November 23rd - 11am-6pm

Friday November 24th - Tuesday November 28th: 9am-8pm

Wednesday November 29th: 9am-3pm

Thursday November 30th - Friday December 22nd: 9am-9pm

Saturday December 23rd: 8am-9pm

Christmas Eve (12/24): 8am-4pm

Christmas Day 12/25: Closed

Tuesday December 26th - Saturday December 30th: 9am-9pm 

Sunday December 31st: 9am-4pm

Monday January 1st: 11am-7pm

Tuesday January 2nd - Saturday January 6th: 10am-8pm

No! All in-store experiences are on a first come, first serve basis. No reservations or appointments necessary. All experiences are open daily.

Of course, we do! Shop our FAO Schwarz E-Gift Card options here. FAO Schwarz E-Gift Cards are non-refundable and do not expire. E-Gift Cards can be used both online and in our NYC Flagship location. Promotion codes can't be applied toward the purchase of gift cards.

Unfortunately at this time we do not offer gift wrap or gift boxes. 

If you did not find the answer you are looking for above, please click here to submit a request and we will get back to you as soon as possible!

Upon finalizing your order, you will receive an order confirmation email which will include your order number. Once the order has shipped you will receive a second email that will include a tracking number. If you have placed an order and have not received a confirmation email, please click here to submit a request immediately so we can investigate this matter.

Unfortunately, orders CANNOT be changed, modified, or canceled after checkout due to warehouse automations! If you have questions regarding our items before placing your order or are having technical issues with ordering, please contact Customer Support here.

Unfortunately, we are not responsible if a package is shipped to the incorrect address due to the wrong address being entered at checkout. We strive to meet our processing and shipping times; hence, there is a minimal time gap to cancel/change your order or update shipping addresses. If you decide to cancel your order or change your shipping address, please contact us here as soon as you place your order.

We will do our best to make the change; however, we cannot guarantee that we will be able to do so.

Currently, we do not ship outside of the US. At this time, we also do not ship to Hawaii, Alaska, U.S. Virgin Islands or Puerto Rico.

Oversize or additional shipping charges may apply to some items due to their size and weight, regardless of the purchase amount. Express and 2-day shipping are also excluded from the free shipping promotion.

The product page will denote if an item is excluded from the free shipping promotion.

Brands with oversize or non-standard shipping rates include: 2MamaBees, Baghera, Banwood, Best Ride On Cars, ColorJeu, Ferbedo Kettcar, Hansa, Injusa, John Deere, KHW, MillerGoodman, Playforever, Playsam, PonyCycle, Rian Tricot, Rody, Sideshow and Waytoplay.

Some items from the following brands may also be excluded from free shipping: Barbie, Bunnies By The Bay, CAT, FAO Schwarz, Iron Studios, Kettler, Le Toy Van, Lucio Londero, Ruby Red Fashion Friends, Steiff, Super, Tender Leaf, Wonder & Wise, WS Game Company. 

FAO Schwarz is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier (FedEx or USPS).

Scheduled Pending delivery could simply imply that your package is at the station and is awaiting its turn to get scanned into a vehicle and then dispatched. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you may still receive your order. Please contact us after the estimated delivery time has passed.

In the case you are unable to locate your shipment, please review the following tips prior to reaching out to us:

1. Ensure that the correct shipping address was entered for your order

2. Confirm that there is no update on tracking stating that your package was returned to sender

3. Check around your property and with nearby neighbors if possible

4. If you live in a building, check with concierge/mail room to ensure they don’t have your package

If you still cannot locate your package after reviewing these steps, please submit an inquiry here.

Once your order has been received in our system it is automatically sent over to our fulfillment center where it enters a queue. Our fulfillment team tries to fulfill the orders within 48 hours of being received, but can sometimes take longer depending on the order volume. Your shipment is then picked up by the carrier and is in transit for approximately 3-10 business days – depending on where the order is delivering and your shipping method.

Please note: during the holiday season, processing times may take longer than usual. All orders usually will process and ship within 3-4 business days.

If you have any questions, submit a request here.

If you have received a defective item, please contact customer support here within 15 days to inform us of the issue. If we are not notified within 15 days of receiving the item, unfortunately it will no longer qualify for a return or replacement. Please include a photo of the damage/defect with your email.  

Please note that we are not responsible for damages to items caused by improper care or handling.  

If you placed your order between October 15, 2022 and December 31, 2022, we have extended the return window to January 31, 2023.

Once you are subscribed to our mailing list, you will receive an email that will include a promo code to use on your first order. If you have subscribed and have not received an email, please check your SPAM folder.

Please note that the promo code on first orders has some exclusions – including A Leading Role, Baghera, Banwood, Barbie, ColorJeu, Funko, Hansa, Hot Wheels, Iron Studios, Jellycat, Loungefly, Madame Alexander, MillerGoodman, Monster High, Playforever, Playsam, PonyCycle, Rian Tricot, Ruby Red Fashion Friends, Sideshow, Springfree, Steiff, Stoney Clover, Tonies, Waytoplay and/or WS Game Company. 

All items that are already on sale cannot be discounted with the 10% off.

We do not offer price matching at this time.