FAQ

Where is my order?

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 email us at contactus@fao.com  immediately so we can investigate this matter.

Can I cancel or make changes to my order?

Due to our warehouse automations, we are unable to guarantee any cancellation or changes made to a confirmed order. We are sometimes able to make changes to orders that have not shipped yet within the first hour of when the order is placed. Please email us at contactus@fao.com with the subject “Cancel Order #FAO-#####” (place your order # in the #####) and we will attempt to cancel your order before it has left the warehouse.

If the order has already been processed and/or shipped, please wait for the shipment to arrive, and initiate a return for the order via our Return Portal.

Does FAO Schwarz ship internationally?

Currently, we do not ship outside of the US.

Why am I being charged a shipping fee if my order total meets the $100 threshold?

Free ground shipping is offered on orders over $100 if it meets the following requirements:

  • Must ship from our main warehouse.
  • Does not require special shipment coordination (LTL shipments).

*The website product listing page will include a disclaimer on items that do not qualify for free shipping*

Where can I find my 10% discount for first time order?

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.

Do note that the promo code on first orders has some exclusions – including Barbie, Lego, Ruby Red Fashion Friends, Springfree, Plum, Monster Piano, Lilliput Play Homes, Elevate Customs, Hansa, Steiff, WS Game Company, Best Ride on Cars, Madame Alexander, Sideshow, Iron Studios, etc. 

Why has my (expedited) shipment not arrived yet? 

Expedited orders placed by 11AM EST are usually processed and shipped on the same day. (Monday – Friday). Once the order has shipped you will receive tracking information. You can use the shipping company’s tracking portal to follow the progress of your shipment. If there are any delays after the shipment has been picked up by the carriers, please contact the shipping company first and email us at contactsus@fao.com so we can help with this matter if the shipping company can not assist.

Any orders placed after 11AM EST or during the weekend will be processed the following business day. (Expedited orders included)

How long does it take to process and ship my order?

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 24 hours of being received but can sometimes take up to 48 depending on the order volume. Your shipment is then picked up by the carrier and is in transit for approximately 3-5 business days – depending on where the order is delivering and your shipping method.

Where do you ship from?

For most shipments, we ship out of our warehouse in Edison, New Jersey, or our flagship store in New York City. (Depends on inventory availability)

*Please note some products may ship out of our partners fulfillment centers. *

What happens if I am unable to locate my shipment? 

In the case you are unable to locate your shipment please send us email at contactus@fao.com. We can help track the shipment if possible and/or file any claim with the carriers if needed. We will also try our best at coming up with the best solution for you.  

An item I am interested in is not available on your website, is this available at your store?

Our Personal Shopping Manager might be able to help you in this scenario. Please reach out to personalshopping@fao.com and provide a full description of what you are looking for – the more detail the better!