Frequently asked questions

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 at this time we do not offer gift wrap or gift boxes. We are actively exploring ways to improve and be able to offer gift wrapping to our online customers. Thank you for your patience and understanding while we work on this improvement for you!

Yes 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. 

Once your order has been placed, you should receive your e-gift card via email within 30 minutes.

Promotion codes can't be applied toward the purchase of gift cards.

We currently accept the following payment methods:

Visa, American Express, MasterCard, Discover, PayPal, Shop Pay, Amazon Pay, Apple Pay & Google Pay.

At this time, we do not offer any payment plans, or monthly payment options such as Klarna or AfterPay.

Processing time for orders is typically 24-48 business hours (this excludes weekends and holidays). Upon finalizing your order, you will receive an order confirmation email which will include your order number.


Once the order has been packed up and is ready to ship, you will receive a second email that will include a tracking number. 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.

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.

FAO Schwarz is 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; there is a minimal time gap to change your order or update shipping addresses. If you need to update your shipping address for any reason, please reach out to us via email at contactus@fao.com as soon as possible.

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.

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 be updated. In some rare cases, tracking information may not update, but you may still receive your order.

If there has been no update to the tracking information for at least 7 business days, please feel free to reach out to us at contactus@fao.com for further assistance.

In 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. As our shipping policy states, FAO Schwarz is not responsible for orders shipped to the incorrect address due to the incorrect address being entered at checkout.

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

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

4. If you live in a building, check with the concierge/mail room to see if they received your package and have it on hand.

If a package is marked as delivered by the carrier but you are unable to locate the package, it may have been lost or stolen after delivery. unfortunately FAO Schwarz is not responsible for lost or stolen shipments. You will be responsible for filing a claim with the carrier.

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

We offer easy returns for eligible products within 30 days of the delivery date. A $10 return shipping fee per return shipment will be applied for all returns regardless of reason. 

To get started with a return, visit our Return Portal within 30 days of receiving your order.

We will review the return inquiry and respond with a return label or additional instructions within 48 hours. You will receive a pre-paid label to ship your return back to us. Please note that items must returned in their original packaging.

Some items are not eligible for return. Non-returnable items include:

• Items marked as Final Sale
• Items 30 days past the delivery date
• Gift cards
• Items that have been worn, washed, assembled, or otherwise fully unpackaged
• Items that do not include their attached original tag
• Items with damaged packaging (excludes damages from shipping) or items missing original packaging
• Personalized, monogrammed or customized items
• Candy/food products
• Items purchased in bulk, defined as purchases with 4 or more of the same item, are not eligible for returns. 

Some items that ship directly from our partners may have additional instructions, restocking and/or shipping fees. Please contact us for assistance with these returns via our Contact Form here.

Steiff Returns:

Limited Edition returns are not eligible for a full refund unless the outer cardboard box is unopened and the brown tape is sealed. If a Limited Edition is returned in an opened outer box, a refund of 50% of the item's total retail value will be issued.

Best Ride On Cars, Kool Karz Playground & Freddo Returns:
All returns from Best Ride On Cars, Kool Karz Playground & Freddo are subject to a 10% restocking fee due to their size/weight.

Wonder & Wise Returns:
All returns from Wonder & Wise are subject to a 20% restocking fee due to their size/weight.

Funko Returns/Replacements:
Please be aware of the following limitations:

• We cannot control slight manufacturing variations and are not able to replace items based on these variations, including but not limited to minor product imperfections, figure positioning, or sticker placement. 
• We design our packaging to protect the collectibles inside. Slight blemishes to packaging may occur during the manufacturing or shipping process and will not be considered a damaged product. 

Bulk Purchases:

FAO Schwarz reserves the right to restrict, limit, cancel or alter orders and the terms of purchase and return applicable to Bulk Purchases. The term “Bulk Purchases” is defined as purchases made for resale and/or purchases of greater than four (4) of the same item. This includes customers who purchase under various aliases or email addresses. The total number of ordered items will be summed when determining return eligibility. 

Refunds:

Refunds are processed in the form of original payment, less the original shipping fee and $10 return shipping fee. 

All products must be in their original packaging and not used or damaged. If your returned item arrives damaged at our warehouse, we will not be able to refund the purchase.

Please note that during the holiday season, refunds for returns may take up to 7-14 business days to be processed once the item is received at our facility. We appreciate your patience.

If a package is marked as Return to Sender by the customer, we reserve the right to charge a $10 restocking fee to cover the shipping & labor involved in the returns process. Original shipping fees are non-refundable. 

If you have any questions regarding a refund or status of return, please submit a request via our Contact Form here

A flat fee of $10 will be charged for each return shipment.*

*Please note, some oversized items will incur additional return fees due to their size/weight. Oversized items from the below brands are subject to additional return fees: 

Banwood, Best Ride On Cars, Freddo, KoolKarz Playground, PonyCycle, Sideshow, and Wonder & Wise.

Steiff Returns:

Limited Edition returns are not eligible for a full refund unless the outer cardboard box is unopened and the brown tape is sealed. If a Limited Edition is returned in an opened outer box, a refund of 50% of the item's total retail value will be issued.

Best Ride On Cars, Kool Karz Playground & Freddo Returns:
All returns from Best Ride On Cars, Kool Karz Playground & Freddo are subject to a 10% restocking fee due to their size/weight.

Wonder & Wise Returns:
All returns from Wonder & Wise are subject to a 20% restocking fee due to their size/weight.

To get started with a return, visit our Return Portal within 30 days of receiving your order. Please be sure to use your order number that begins with "FAO-" followed by a series of 6 numbers. 

We will review the return inquiry and respond with a return label or additional instructions within 48 hours. You will receive a pre-paid label to ship your return back to us. Please note that items must be shipped within 7 days of receiving the return label. Additionally, items must be returned in their original packaging.

Refunds are processed in the form of original payment, less the original shipping fee and $10 return shipping fee. 

All products must be in their original packaging and not used or damaged. If your returned item/s arrives damaged at our warehouse, we will not be able to refund the purchase.

Once we receive the return back into our facility, it takes 3-5 business days for our returns team to inspect the return and ensure that the item has been returned to us in its original condition. Refunds will be processed within 3-5 business days of receiving the return into our facility. 

During the Holiday Season, returns may take longer to be processed. Please allow 5-10 business days for your return to be processed from the date it is delivered to our facility.

If a package is marked as Return to Sender by the customer, we reserve the right to charge a $10 restocking fee to cover the shipping & labor involved in the returns process. Original shipping fees are non-refundable. 

If you have any questions regarding a refund or status of return, please submit a request via our Contact Form 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.

We have a 90 day warranty on FAO Schwarz, Discovery, and Sharper Image branded items. If you purchased an item from one of these brands from faoschwarz.com, we are able to offer a replacement within 90 days of the purchase date. If we do not have the item in stock to offer as a replacement, a store credit for the value paid for the item will be issued instead. Please note, store credit is only eligible for use for online purchases. 

By signing up for our email newsletter, which will provide you with the quickest way to be in the know about upcoming sales, new products, events and more! You can sign up at the footer of our website or by clicking the "Get 10% Off" red button in the bottom left corner of your desktop and/or mobile device. 

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 be sure to check your SPAM folder.

Exclusions include: Baghera, Banwood, Barbie, Bon Ton Toys, CAT, Energizer, EO Play, Freddo, Funko, Gymnic, Jellycat, Jump From Paper, John Deere, KHW, Kettler, Kool Karz Playground, Loungefly, Lucio Londero, Maison Deux, MicroKickboard, Mori Lolli, Nailmatic, Ouate, Playforever, Playmobil, Playsam, PonyCycle, Rolly, Rody, Rian Tricot, Ruby Red Fashion Friends, Sideshow, Skyline Chess, Springfree, Steiff, Tara Wilson Designs, Tonies, Waytoplay and/or WS Game Company.  

All items that are already on sale cannot be discounted. 

Exclusions include: Amboss Toys, Baghera, Banwood, Barbie, Berg, Bon Ton Toys, CAT, Energizer, EO Play, Freddo, Funko, Gymnic, Hyper Gogo, Jellycat, Jump From Paper, John Deere, KHW, Kettler, Kool Karz Playground, Leblon Delienne, Loungefly, Lucio Londero, Macfox, Maison Deux, MicroKickboard, Mori Lolli, Nailmatic, Ouate, Playforever, Playmobil, PonyCycle, Rolly, Rody, Rian Tricot, Raev, Ruby Red Fashion Friends, Sideshow, Skyline Chess, Springfree, Steiff, Tara Wilson Designs, Tonies, Trido, Unicorn Academy, Waytoplay and/or WS Game Company.  

All items that are already on sale cannot be discounted.

We do not offer price matching at this time. Pricing is subject to change at any time and previous orders can not be adjusted.

For purchases made at third party retailers, we'd like to refer you to our manufacturer who typically handles these types of inquiries: www.mscustomercare.com. Please fill out the form with your inquiry and a customer service representative will reach out to you within 2-4 business days. For immediate assistance you may contact our manufacturer's customer support department by phone at (800) 374-2744.

Store Address: 30 Rockefeller Plaza

New York, New York 10111 

Opening Hours

• Our regular opening hours are 10am-8pm, including most holidays. 
• We will either open later or close earlier on the following days; Thanksgiving Day, Rockefeller Center Tree Lighting Ceremony, Christmas Eve, New Years Eve and New Years Day.
• We are closed on Christmas Day.
• For any change in opening hours please check the opening hours section of our site.

How do I find the store?

• We are located in 30 Rockefeller Center.
• Our entrance is located directly on the Plaza, between 5th and 6th Avenue.
• The side doors located on 49th street are designated as an exit only, with the exception of guests holding a reservation to the Jellycat Diner, who should continue to check in for their reservation at the 49th street doors.

What are your closest Subway Stations?

• We are closest to the 47-50 st. Rockefeller Center Subway station, serviced by the BDFM lines.
• For the NQR lines, the closest station is located on 49th and 7th.
• For the 1 2 lines, the closest station is located on 50th and Broadway
• For the ACE lines, our closest station is located on 50th and 8th Ave.

For all issues or questions regarding in-store purchases or experiences, we kindly ask you to reach out to customerservice@fao.com. This is our store's customer service email. 

Unfortunately, we do not currently have store customer service support available via phone; email is the best and only way to reach our store customer service team. 

Check out the careers section on our website for the most up to date vacancies.

Yes, both the Plaza and 49thst. doors are wheelchair accessible, and the store is equipped with an elevator between our street, mezzanine and second floors.

• Visit  https://faoschwarz.com/pages/reservations and select ‘Reserve Your Spot’ under the Jellycat Diner Experience.
• We offer the ability to select the number of people coming to the Diner when you make a reservation, up to 6 people.
• Your diner reservation provides a 10 minute window of time to enter the diner in order to make the most of your New York trip and reduce time spent in line.
• Reservations are free to book through FAO.com.
• Reservations cannot be resold and must be for personal use. 
• We do not accept reservations that are booked through other sources.
• Only one reservation permitted per guest, per weekly booking cycle. Where we identify excessive reservations beyond this amount, we reserve the right to cancel these reservations. If your group is larger than 6 people, please reach out via our contact us form.
• You will receive a confirmation email detailing your booking, which also contains the rebook and cancel links.

• We release reservations each Monday by end of business day.
• Reservations are released approximately 4 weeks in advance and the current release schedule is noted on the reservations page. 

• Rebooking or cancellation is permitted up to 1 hour prior to the reservation time.
• If you are unable to make your reservation, please rebook or cancel this as soon as possible to allow another guest the opportunity to book the reservation.
• There is no charge for cancelling an appointment.

• Please arrive at the start of your scheduled time, and not before, using the doors on 49th street, between 5th and 6th avenues.
• Please have your original confirmation email ready to show to the Jellycat Diner Host to check in. The person named in the reservation must be present in order to check in and we may require a valid ID to verify.

• We launch Oatus Bear with ice-Cream as a New York only exclusive as of June 25th, and there will be a limit of 2 units per guest in place. This line is available as part of the regular store line and can be purchased without the diner experience.
• Jellycat Diner Purchase Limits – Effective June 25th

1. Bubecca Milkshake – 1 Unit per person limit.
2. Crember Cheesecake – 1 Unit per person limit.

Our Diner menu items are highly sought after. While we do our best to ensure full availability, stock levels can be unpredictable due to high demand. Please understand that availability of all items cannot be guaranteed, however our servers will be on hand to help with alternatives and provide updates on future availability, if possible.

The exclusive Oatus Bear with Ice Cream has been overwhelmingly popular and will be out of stock from early July. We expect to receive additional quantities towards the end of the summer.

• We are always looking at new and exciting additions to the Jellycat Diner. Keep an eye on social media channels for information on new items.
• Our newest diner release went live on June 25th and features exclusive Dessert Items; Bubbecca Milkshake and Crember Cheesecake.
• All experiences are priced at $70
• These items replace the amuseables Pizza and Amuseables Bagel, which will be available as part of the regular store line.
• We are introducing the chance to ‘add-on’ to your main Diner experience, with a choice of the Amuseables Pickle, Amuseables Boiled Egg or Amuseables Coffee available to choose from. Each ‘Add-On’ will be priced at $40 and comes wrapped in exclusive Diner Tissue Paper and with an exclusive enamel pin.

• Unfortunately we are only able to sell the plush item as part of the experience in store. We recommend checking out Jellycat.com to make a purchase of the plush item only.
• Exclusives may only be available in store at FAO Schwarz New York.

Most in-store experiences operate daily on a first come, first serve basis, with no reservations required with the following exceptions: Jellycat Diner & the FAO-Abulous Custom Makeup Kit Experience. These in-store experiences DO require a reservation. 

You can find a full list of our in-store experiences here

• For the makeup experience, we advise making a reservation ahead of time. A reservation can be made through this link by scrolling down to the experience and clicking "book now" https://faoschwarz.com/pages/in-store-experiences 
• You will also be required to complete a disclaimer for anyone receiving treatment in store.
• We do allow walk ins based on availability.
• $65 per experience. Suitable for ages 6+.
• The handbag experience does not require a reservation.

Each day one of our world-famous Toy Soldiers will welcome the crowds waiting on the Plaza at Rockefeller Center to our World of Toys. Please get here a few minutes before opening to enjoy the show. Please note we do not do our opening ceremony during inclement weather.

We do. Please visit our VIP Experiences page to learn more and book.

We offer a number of party and event options in the store, learn more at our VIP Experiences page.

We do offer private tours of the store with one of our world famous Toy Soldiers. More details and booking is available on our VIP Experiences page.

We are pleased to offer a 10% Military discount in store with valid identification.

We currently do not offer gift wrapping services but are looking to add this to the store in the future.

We are able to ship purchases from the store to any address within the continental US. Please check in-store for current pricing or free shipping thresholds.