Departments
 
Hot Wheels® Shop Help
You'll find the answers to our most frequently asked questions here. We've grouped them into categories to make it easier to find the answers you need.


Your Account

Signing Up
Managing Your Account

 
Shopping & Ordering
Shopping
Ordering and checkout
Shipping Info
Your Order
General
Technical Help
Site Policies & Info

Contact Us
Still looking for answers? We can help! Check out the option provided below, and choose the one that's right for you:

Call Us
You can reach us at
1-800-858-0102, Monday-Friday
7 a.m. to 10 p.m.
Central Time
  E-mail Us
For shopping questions, click here to send us an e-mail.
 
     

Signing Up

Do I need to register in order to shop online?
Why do you ask for my birth date?
Why do I need a password for registration?
Why won't the system accept my credit card number?

Do I need to register to shop online?

No, registration is not required for purchase. However, registering saves you time when making future purchases. Registration is quick and easy. Click here to register. We'll provide you with detailed instructions throughout the process. You can also access this from the "My Account" link in the navigator bar at the top of each shop page.

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Why do you ask for my birth date?

We age screen our users to ensure that we don't collect personally identifying information from people under 18 years of age. You must be 18 or older to order. For more information, please review our Privacy Policy.

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Why do I need a password for registration?

Your password provides an extra level of security for the personal information you share with us, and will help protect against any unauthorized changes to your account after you complete the registration process.

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Why won't the system accept my credit card number?

The most common problem is typos. When you enter the number, please type very carefully. Do not enter dashes, commas, or spaces between the card numbers.

If you get an error message that asks you to re-enter information about your credit card, make sure you re-enter all the information - the credit card type, account number and expiration date. The information is not stored in our system until registration is complete.

If you still experience problems, click here for technical support assistance.

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Managing Your Account

How do I sign in to my account?
How do I make changes to my account information?
What is Express Checkout and how do I sign up for it?
What do I do if I forget my user name and/or password?

How do I sign in to my account?

Click here to sign in to your account. You can also click on the "My Account" link in the navigation bar at the top of all Hot Wheels(SM) Shop pages to sign in and access your account.

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How do I make changes to my account information?

Click the My Account link in the shop navigation bar and sign in. Once you've signed in to your account, you'll be presented with a summary of your account information. From there, you'll have the option to change your password, billing and contact information by clicking the "Edit" link that appears next to that information on the screen. You'll also have the option of adding, editing, or deleting shipment addresses and credit card information. Finally, you'll be able to change the default shipping address and credit card you wish to use for Express Checkout.

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What is Express Checkout and how do I sign up for it?

Express Checkout allows you check out with fewer clicks. If you sign up, we will store your credit card and billing information on our servers so that you will not have to enter this information each time you shop. To sign up for Express Checkout, click the My Account link in the shop navigation bar and log in. Once you've signed in to your account, you'll be presented with a summary of your account information. Under the Checkout Preferences heading, click the "Edit" link and enter the credit card you'd like to use to shop, then check the check box for Express Checkout.

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What do I do if I forget my user name and/or password?

On the My Account page select the "Forgot your user name or password?" link and enter your e-mail address. For your security, we do not e-mail your password to you. Instead you will be prompted to change your password should you forget it. A valid e-mail address is required in order for us to send you a link to a page on our server that will allow you to change your password.

Please do not call our Customer Service associates to obtain your password. It can only be obtained through the website using the "Forgot your username or password?" link.

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Shopping

How do I shop at the Hot Wheels(SM) Shop?
How do I search for an item?
How do I get to the item I want from the search results?
How do I add an item to my Shopping Cart?
How do I remove an item from my Shopping Cart?
I'm finished shopping and ready to order. What do I do?

How do I shop at the Hot Wheels(SM) Shop?

You can browse by category or use our Search function to find the items you're looking for. Each item sold on the site has a unique product description page, listing price, SKU number and availability. Click on the "Add to Cart" button to add the item to your Shopping Cart.

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How do I search for an item?

Throughout the Hot Wheels(SM) Shop, you can use our handy Search function to locate an item by keyword, part of the product name, or by SKU number.

Simply type the keyword, product name or SKU and click "Search" to see the search results. If you do not receive the results you expected from entering a SKU number, try searching by a one-word description, such as "Mustang" or "Camaro."

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How do I get to the item I want from the search results?

Each search result will include a link to the item's description page. From there, you can add the item to your Shopping Cart.

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How do I add an item to my Shopping Cart?

You'll find an "Add to Cart" button on every item description page in the Hot Wheels(SM) Shop. Simply click on that button to add the item to your Shopping Cart.

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How do I remove an item from my Shopping Cart?

Click on the "Shopping Cart" link in the navigation bar, which appears on most pages throughout the site, or click here. On the Shopping Cart page, a "Remove" button will be available for each item in your cart. Simply click on it to remove the item from your cart.

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I'm finished shopping and ready to order. What do I do?

On the Shopping Cart page, click on the "Checkout" button, and follow the instructions on the screens.

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Ordering & Checkout

How do I place an order at the Hot Wheels(SM) Shop?
When will I receive my shipment?
Is ordering at Hot Wheels(SM) Shop secure?
What forms of payment do you accept?
Can I purchase gift cards?
Do I have to pay sales tax when I order online?
Can I bill my order to an international address?
Are there special savings available for online orders?
What if an item I ordered is not in stock?
I had an item in my shopping cart, but when I went to check out it was removed and the item is now sold out. What happened?

How do I place an order at the Hot Wheels(SM) Shop?

Review your Shopping Cart to make sure you've selected everything you want, including sizes, colors and quantities as necessary. Then click the "Checkout" button. If you've created an account with us and stored your shipping and credit card information, you can use Express Checkout for the fastest service possible. If not, you'll be prompted to provide shipping, credit card and billing information, which will not be stored on our servers unless you ask us to retain it after your order has been completed.

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When will I receive my shipment?

Our goal is to ship your order as quickly as possible subject to availability, receipt of payment, and credit authorization. The shipping time quoted when placing your order is an estimate. Our warehouse determines the most efficient shipping method to ship your order so that you receive it in the timeliest manner. Delivery calculation starts on the first business day after the order is placed. (Business days are Monday through Friday, not including holidays.)

If your order has not been confirmed via e-mail within 24 hours of placing your order, or if your order does not arrive within the delivery time quoted in the order confirmation e-mail you received, contact our Customer Service Department via e-mail at customerservice@mattelwheels.com or call 1-800-858-0102. In order for us to provide the best customer service, please include your full name and zip code in your e-mail.

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Is ordering at Hot Wheels(SM) Shop secure?

We use Secure Sockets Layer (SSL) technology to protect credit card data during transmission to our website, and adopt careful internal procedures to safeguard this information in our system. Please see the HotWheelsCollectors.com Shop Privacy Policy and Terms and Conditions for more information.

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What forms of payment do you accept?

We accept Visa, MasterCard, American Express and Discover/Novus credit cards. You must be 18 or older to order. We cannot accept money orders, purchase orders, cash or checks for online orders. Offer subject to acceptance. All prices quoted are in U.S. dollars.

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Can I purchase gift cards?

The Hot Wheels Shop does not offer gift cards at this time.

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Do I have to pay sales tax when I order online?

Only Shipments to California, Colorado, New York, Texas, and Wisconsin addresses will include the appropriate sales tax for those states.

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Can I bill my order to an international address?

We can accept international billing; however, we are prohibited from selling to Cuba, Iran, Libya, or Sudan. All orders are in U.S. currency. The ship-to address for the item must be within the U.S., its territories, and Canada only. If you have a friend or family member in the U.S. who can receive shipments for you, enter their shipping address in the 'ship to' fields and your billing address in the 'bill to' fields. We will ship the item to your friend or family member, who must assume the responsibility of shipping the item on to you.

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Are there special savings available for online orders?

We occasionally run online specials and promotions. Check back often, or sign up for e-mail notification of these events! Click here to sign up for e-mail from HotWheelsCollectors.com.

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What if an item I ordered is not in stock?

Any item that is not currently in stock will be shipped to you when it becomes available. You will not be charged until your item is shipped. You will also not be charged for any additional shipping fees for orders that involve multiple shipments.

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I had an item in my shopping cart, but when I went to check out it was removed and the item is now sold out. What happened?

Like many other online shopping sites, hotwheelsshop.com utilizes a virtual shopping cart in which items may be placed prior to check out. Items may be held in the shopping cart, but are not guaranteed to be available for purchase until the check out process has been completed. An item is only guaranteed once the order is completely processed and a confirmation response is received.

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Shipping Info

What are your shipping options?
What are your shipping prices?
Can I have items sent to multiple addresses on the same order?
Can I have an order shipped outside the U.S. or Canada?
Can I have an order shipped to a military APO/FPO address?
Is the package identified as coming from the Hot Wheels(SM) Shop?

What are your shipping options?

Continental U.S. address: standard, 2-Day Rush, and Next-Day Rush delivery.
Canadian address: standard, express.
Military APO/FPO address: standard delivery.
Alaska, Hawaii, Puerto Rico: standard, 2-Day Rush and Next-Day Rush delivery.
All other U.S. territories: standard, and Next-Day Rush delivery.

Please note for Canadian shipments a US$15 surcharge is added to standard shipping and processing rates. Express shipping is available to Canadian addresses for an additional US$10. Most items will arrive approximately 2 days faster than standard Canadian shipping, though we cannot guarantee an exact delivery date. All prices quoted are in U.S. dollars.

For all Rush orders, please allow one additional day for processing. All prices quoted are in U.S. dollars.

Click here for our complete shipping price chart and details on standard and Rush shipping.

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What are your shipping prices?

Shipping prices are based on your total order, excluding sales tax. The minimum shipping charge is $5.95 for the first shipping address on your order, and $5.95 for each additional address. Click here for our complete shipping price chart.

Please note: Canada Delivery fees are costs paid through a customs broker to allow delivery to your door. They are comprised of applicable duties, taxes and brokerage fees. All prices quoted are in U.S. dollars.

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Can I have items sent to multiple addresses on the same order?

Certainly! During the checkout process, you will be asked whether you are shipping to your billing address, to a single shipping address other than your billing address, or to more than one address. Just select "Ship my items to more than one address" on the Shipping Address Options screen and continue as instructed.

Only one shipping method is allowed per order. The standard shipping rates apply for the first address in your order; each additional address costs only $5.95 per address. (For shipments to multiple Canadian addresses, taxes apply for each shipping address used.)

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Can I have an order shipped outside the U.S. and Canada?

No, orders can be shipped within the U.S., its territories, and Canada only. If you have a friend or family member in the U.S. who can receive shipments for you, we can accept international billing, but the ship-to address must be within the U.S., its territories, and Canada only. Restriction on international shipments is not a Mattel-specific issue. Many companies do not ship internationally due to complex business issues surrounding currency conversion, international shipping regulations and restrictions, cost, and systems issues.

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Can I have an order shipped to a military APO/FPO address?

Yes. We offer standard delivery to APO/FPO addresses. Unfortunately, Rush delivery to APO/FPO addresses is not available at this time.

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Is the package identified as coming from Hot Wheels(SM) Shop?

For safety and legal reasons, our company name appears on our shipping boxes and mail correspondence. Please keep this in mind when selecting your shipping destination.

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Your Order

Can I change an order?
Can I cancel an order?
How do I know whether you've received my order?
Why haven't I received my order confirmation?
How do I check on the status of my order?
What is your return/exchange policy?
What happens if I want to exchange an item that is sold out or no longer available?
How long will it take to process my return or exchange?

Can I change an order?

Unfortunately, once an order is submitted through Hot Wheels(SM) Shop, it goes immediately into the system and cannot be changed. All orders, however, may be returned unless expressly noted otherwise. On the back of the packing slip included with your purchase is a form with complete return information. Return any product for refund of the purchased price within 28 days unless expressly noted otherwise. Red Line ClubTM memberships are not refundable. Shipping and processing charges are not refunded. We do not accept returns COD. Returns and exchanges are normally processed within two business days.

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Can I cancel an order?

Unfortunately, once an order is submitted through Hot Wheels(SM) Shop, it goes immediately into the system and we are unable to cancel it. All orders, however, may be returned unless expressly noted otherwise. On the back of the packing slip included with your purchase is a form with complete return information. Return any product for refund of the purchased price within 28 days unless expressly noted otherwise. Red Line ClubTM memberships are not refundable. Shipping and processing charges are not refunded. We do not accept returns COD. Returns and exchanges are normally processed within two business days.

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How do I know whether you've received my order?

You should receive an initial e-mail confirmation within a few hours of placing your order. A detailed e-mail confirmation including items ordered, shipping addresses, and order total will be sent within 24 hours of placing your order if you selected the check box asking whether you would like to receive e-mail confirmation of your order during the checkout process.

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Why haven't I received my order confirmation?

In order to receive an e-mail confirmation, you must submit a complete, accurate e-mail address with your online order. Since it takes some time to process your order, please do not call to check your order status until at least 24 hours have passed. Our operators cannot access order information before the system has been updated.

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How do I check on the status of my order?

Click here to check the status of your order. Please note that it may take up to 24 hours for new order information to appear online.

You may also call us at 1-800-858-0102 Monday-Friday 7 a.m. to 10 p.m. Central Time, to check on your order. Again, please allow up to 24 hours from the time you place your order to allow our systems to be updated.

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What is your return/exchange policy?

Return any product for refund of the purchased price within 28 days unless expressly noted otherwise. The Red Line ClubTM memberships are not refundable. Refunds of the purchase price will be offered for returned product submitted for exchange that is sold out or no longer available. Shipping and processing charges are not refunded. We do not accept returns COD. Returns and exchanges are normally processed within two business days. Please pack your shipment securely and return it to us via UPS or insured mail for your protection.

Our address is:
Returns Department Hot Wheels
8300 Fairway Place
Middleton, WI, 53562

Please note: Returns from Canada can be shipped to:
Returns Department
Mattel Direct
45 Mural St. Unit 3
Richmond Hill ON L4B 1J4, Canada.

Unlike shipping and processing charges, Canada Delivery fees paid on items being returned are refundable. You must include your order number to receive this refund.

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What happens if I want to exchange an item that is sold out or no longer available?

Refunds of the purchase price will be offered for returned product submitted for exchange that is sold out or no longer available.

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How long will it take to process my return or exchange?

Returns and exchanges are normally processed within two business days of receipt. Returns from Canada may take an additional 5 business days for processing.

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Technical Help

What browser should I use to place an order?
I'm getting error messages when I try to sign in to my account. What's wrong?
When are the peak hours for shopping at the Hot Wheels(SM) Online Shop?
How can I get additional feedback on a technical issue related to shopping at the Hot Wheels(SM) Online Shop?

What browser should I use to place an order?

We suggest using Internet Explorer 5.0 and above, Netscape 7.0 and above, or the latest version of Firefox. Click here to download the latest versions of Internet Explorer or Netscape. For Mac users we suggest Mac OSX/Safari or the latest version of Firefox.

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I'm getting error messages when I try to sign in to my account or view items in the shopping section of the Hot Wheels(SM) Online Shop. What's wrong?

If you're having problems with your user name or password, click here to go directly to our password help screen. Otherwise, the likely problem is that the Hot Wheels(SM) Online Shop is experiencing high traffic, and we're working to meet the demand. We thank you for your patience, and ask that you wait a moment before trying to sign in again or trying to view an item page. If this doesn't help, click here to contact us regarding the issue.

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When are the peak hours for shopping at Hot Wheels(SM) Online Shop?

We are busiest between 8 a.m. and 12 p.m., and between 7 p.m. and 10 p.m., Central Time.

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How can I get additional feedback on a technical issue related to shopping at the Hot Wheels(SM) Online Shop?

If none of the previous information answers your question, click here to e-mail us. To help us serve you better, please provide as much of the following information as possible:
  1. The type of computer you're using (PC, Macintosh)
  2. The operating system (Windows 95, 98, NT, 2000, 2000/Me, 3.1, Mac, Unix)
  3. The web browser you are using (Internet Explorer, Netscape, AOL, etc.) including the browser version number (5.0,6.0, etc.)
  4. The date the issue occurred
  5. The specific error message you saw, if any
  6. A detailed description of what happened
  7. Your e-mail address or phone number, depending on how you would prefer to be contacted
Please note: This information is ONLY used to address your technical issue. For more information, please review our Privacy Policy.

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Site Policies & Info

How do I contact the Hot Wheels(SM) Online Shop?
How does Mattel protect my personal information?

How do I contact Hot Wheels(SM) Online Shop?

For questions related to online shopping only, feel free to e-mail us, or call us at 1-800-858-0102 Monday-Friday 7 a.m. to 10 p.m. Central Time.

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How does Mattel protect my personal information?

Please review our Privacy Policy.

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