Returns, Refunds and Replacement Parts Policy

For items purchased directly from PLAYMOBIL USA, Inc. online, by phone or by mail:

  • All returns must be authorized by PLAYMOBIL USA, Inc, and include a Return Authorization label affixed to the outer carton/box. Please call 1-800-351-8697 or 609-395-5566 for a Return Authorization label.
  • Unopened sets may be returned up to 30 days from date of purchase accompanied by a copy of the packing slip, and all returns must be received within 30 days of the Return Authorization date.
  • Unopened sets may be returned for a full refund of the original purchase price in the original form of payment, or exchanged with a merchandise credit. All merchandise credits must be used within 60 days of the return. After 60 days, unused merchandise credits will be refunded in the original form of payment to the original purchaser.
  • All items must be returned intact with sealed original packaging.
  • If the original box or bag is open, there will be a 20% restocking fee.
  • Shipping and handling fees are non-refundable.
  • Returns of discontinued and final sale items will not be accepted.
  • PLAYMOBIL USA, Inc. does not accept returns of any items unless the items were purchased directly from PLAYMOBIL USA, Inc.
  • Unauthorized returns will not be accepted.
  • PLAYMOBIL USA, Inc. is not responsible for lost or missing unauthorized return packages.


If you need assistance with assembly please call 1-800-PLAYMOBIL (1-800-752-9662), or 609-395-5566.


Download Building Instructions


To order spare parts please contact the Parts Department at 1-800-752-9662, option 1. Please let the Parts Department know the part number as indicated on the building instructions. If you no longer have the building instructions, you can download them here.

Upon receipt of your information, the Parts Department can give you the price of the parts and let you know if they are available. The minimum credit card order for Spare Parts is $2.50 and we accept Visa, MasterCard, and American Express.


If a part of any current PLAYMOBIL item is broken or missing when you receive it, refer to the part number as shown on the building instructions that accompanied the item. Simply call us at 1-800-752-9662 or 609-395-5566 within 30 days of receipt, and we will replace it at no charge. Replacements of broken or missing parts apply only to sets purchased directly from PLAYMOBIL USA or authorized retailers, and we may request proof of purchase. Please note that replacement parts for discontinued sets may no longer be available, making these parts unattainable.

For questions, assistance and support call 1-800-PLAYMOBIL (1-800-752-9662), or 609-395-5566. Our hours are 9:00 A.M. - 4:45 P.M. E.S.T. Monday - Friday. Email: