Frequently Asked Questions

NYC Store

Daily: 10 AM - 8 PM

Holiday Hours:

11/24 Thanksgiving Day: 11 AM - 6 PM
11/25 Black Friday: 10 AM - 8 PM
12/24 Christmas Eve: 9 AM - 6 PM
12/25 Christmas Day: Closed

General

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!

Promotions & Discounts

We do not offer price matching at this time.

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 2MamaBees, A Leading Role, Baghera, Banwood, Barbie, Barefoot Dreams, ColorJeu, Elevate Customs, Funko, Hansa, Iron Studios, LeLe Sadoughi, Loungefly, Madame Alexander, MillerGoodman, Monster High, Playforever, Playsam, PonyCycle, Posh Peanut, Rian Tricot, Ruby Red Fashion Friends, Sideshow, Springfree, Steiff, Stoney Clover, Tonies, Waytoplay and/or WS Game Company. 

Promotion as listed. Buy One, Get One 50% Off Select Brands. While supplies last. Discount only applies to items featured in the "BOGO SALE" collection page. Discount will be taken from the lowest priced item in the order. FAO Schwarz E-Gift Cards are excluded from all promotions. Discount cannot be applied to previous orders. No additional discounts can be used on top of sale items. Code BOGO50FAO must be entered at checkout for discount to apply.

From 10/7/22 - 10/9/22, FAO Schwarz is celebrating it's 160th Anniversary and offering our loyal customers a special offer! If you purchase $160+ on 10/7 - 10/9, you will receive a coupon code for $40 off a future purchase. This unique coupon code can be used on any items. The code will be valid from 10/17/22 through 12/31/22. After 12/31/22, this code will expire and can no longer be applied to your order. The $40 off cannot be applied to prior purchases. If you cancel and/or return the original purchase that enabled you to receive the discount code, your code will become invalid. Only one offer per customer.

Shipping & Delivery

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. 

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 submit an inquiry here 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)

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.  

Returns

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