FAQ-OLD

What are the store hours at the flagship in New York City?

Sunday-Thursday: 11AM - 7PM
Friday & Saturday: 11AM - 8PM

Do you offer gift wrapping or gift boxes?

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

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 30 minutes 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.

I entered the wrong address, what do I do?

Please contact us immediately at contactus@fao.com. In some cases, we may be able to change the address for you if your order hasn't been processed yet. If your order has been processed, we unfortunately are unable to make changes to the address. 

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.

Please note that the promo code on first orders has some exclusions – including 2MamaBees, A Leading Role, Baghera, Banwood, Barbie, ColorJeu, Elevate Customs, Funko, Hansa, Iron Studios, Loungefly, Madame Alexander, MillerGoodman, Playsam, PonyCycle, Rian Tricot, Ruby Red Fashion Friends, Sideshow, Springfree, Steiff, Stoney Clover, Super Smalls and/or WS Game Company. 

Does FAO Schwarz ship internationally?

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.

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

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, John Deere, KHW, MillerGoodman, Playsam PonyCycle, Rian Tricot, Sideshow.

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

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 contactus@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 3-10 business days – depending on where the order is delivering and your shipping method.

If you have any questions, please email us at: contactus@fao.com

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. (Dependent 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 review the following tips prior to reaching out to us:

  • Ensure that the correct shipping address was entered for your order
  • Confirm that there is no update on tracking stating that your package was returned to sender
  • Check around your property and with nearby neighbors if possible
  • 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 reach out to us at contactus@fao.com.

Do you offer price matching? 

We do not offer price matching at this time.