AG Rewards™ membership and benefits

What is AG Rewards™?

AG Rewards™ is a free-to-join U.S. loyalty program for American Girl customers with upgraded perks, easy- to- earn points, flexibility, and instant enjoyment. The qualifications for an individual to join AG Rewards™ are: (1) The person must be 18 years of age or older (or 19 in Alabama and Nebraska and 21 in Mississippi), and (2) a resident of the 50 states in the United States, (including Washington, D.C.), or a U.S. Territory. You must have a valid email address to join.

What benefits do AG Rewards™ members get?

AG Rewards™ members are able to earn and redeem rewards points, access members-only sales events, receive annual birthday rewards, and get early access to new products, events, and more.

How do I earn points?

There are many ways to earn points, including purchases made in an American Girl store or online, plus easy-to-earn rewards and achievements on the AG Rewards™ member dashboard. Check back often for even more opportunities to earn points.

How do I redeem points?

Points can be redeemed online from your bag or checkout. If you are shopping in store, provide your email address to the store associate at checkout. (Remember, most points expire 120 days after issuance.)

What purchases qualify for rewards points?

Generally, all merchandise purchased online, by phone, or in American Girl retail stores qualifies for rewards points. In-store American Girl restaurant purchases also qualify for points. Sales tax, shipping charges, gift cards, and bulk sales for commercial purposes or resale do not qualify for rewards points.

How many points can I redeem per purchase?

You can redeem up to 2000 points for $100 off per qualified purchase.

How do I receive my birthday reward?

To be eligible to receive a birthday reward, members must add their birth day and birth month to their AG Rewards™ account from the member dashboard at least 3 business days ahead of the birthday.

Will my tier ever change or modify?

Your tier changes based on your cumulative amount spent. When you reach the threshold for the next tier, your membership adjusts accordingly.

I made a purchase but didn’t sign in during checkout. How do I get my points?

To add a purchase, please upload a receipt from your member dashboard.

Can I opt out of promotional emails?

Yes, you can always unsubscribe or update your preferences from any AG Rewards™ promotional email. Simply select “Update your contact preferences” or “Unsubscribe” to make updates. Please note, you cannot opt out of transactional emails, which provide information about your account, purchases, or returns.

How can I sign up to receive texts from AG Rewards™?

Text AGREWARDS to 25397 to opt in to text messages from AG Rewards™. Message frequency varies. Message and data rates may apply. Reply HELP for help and STOP to opt-out of receiving text messages. To receive texts, you must sign up using the mobile phone listed with your account. You can add or change your account phone number at any time.

I texted AGREWARDS to 25397 and got a confirmation message, but now a text indicated I’m not enrolled. What happened, and how do I fix it?

To receive texts from AG Rewards™, in addition to texting AGREWARDS to 25397, you must provide the phone number you prefer for receiving texts by updating your American Girl online account.

Can I decrease the number of texts I receive?

The maximum number of texts that you will receive from AG Rewards™ per month is approximately 10. But please note, the actual total number of texts you will receive each month can vary and depends upon factors such as your current points balance, purchase activity, current promotions or events, product launches, product updates, and messages sent to you in response to the text messages you send to us (such as HELP, STOP, or another phrase). There is no way to reduce the number of texts if you are opted into the text program.

What happens to my enrollment in the text program if I remove or change my phone number in my online account?

To receive texts, you must sign up using the mobile phone listed with your account. If your phone number is deleted or changed in your account, you will not receive future texts from AG Rewards™.

How can I opt out of receiving texts from AG Rewards™?

To opt out of receiving future texts, text STOP to 25397 using the mobile phone that you opted into the text program with. You will no longer receive text notifications but will still be enrolled in the AG Rewards™ program.

Online account information

Do I need to create an account to place an online order?

No, you can place an online order without creating an account. The advantage of creating an account is that it makes the checkout process much faster for future purchases—you won’t be prompted to enter your billing and shipping information each time you shop. If you choose to register, we recommend you print your registration page to use for future reference and note your email and password in a secure location.

Placing an order

Is the American Girl website shopping area secure?

Yes, we are committed to providing you a secure shopping experience. For your security, we use the industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted. We encrypt your credit card number and personal information using Verisign’s Secure Server ID, which enables secure communications.

Can I email my order?

We’re sorry that we cannot accept orders via email. Sending personal information, especially your payment information, in an email is not safe or secure and should not be done. If you need to place an order and cannot access the American Girl website, please call our toll-free number at 800-845-0005, 8 a.m. – 8 p.m. Central Time on weekdays or 9 a.m. – 6 p.m. Central Time on weekends. Holiday hours may vary.

What forms of payment do you accept at the American Girl website?

We accept MasterCard, American Express, Visa, Discover/Novus, Apple Pay, Google Pay, Shop Pay, Klarna, merchandise credits, and American Girl gift cards. You must be at least 18 years old to order. We do not accept money orders, cash, or checks for orders placed online.

What kind of sales tax do I have to pay when I shop at the American Girl website?

If your website order is shipped to Alabama, Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Hawaii, Iowa, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, North Dakota, Ohio, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, or Wyoming, you will pay any applicable state and local sales tax.

How will I know if my order went through?

You will receive an order number onscreen after submitting your order. We suggest you print this screen for future reference. To receive a confirmation of your order, you must include your email address in the checkout process, and check the email-confirmation box. Please be sure to provide your full email address, without spaces. You will normally receive an initial email within five minutes of placing your order, although during busy periods, email confirmations may be delayed. A detailed confirmation, including items ordered, shipping addresses, and order total will be sent within two hours of placing your order. Please do not call to check your order status before two hours have passed. Our order system needs time to process the information you send us, and our operators cannot access that information before the system is ready.

Please note: The last thing we want to do is ruin a surprise, so please be aware that the detailed email confirmation you receive will include a comprehensive summary of your order. If there is a chance your gift recipient might see this email confirmation, we encourage you to take the necessary precautions to keep the secret!

Will my items look exactly as pictured?

Actual products may not be identical to items shown. All measurements are approximate. Unless noted, dolls, outfits, and accessories are sold separately. When dolls are shipped, their hair may not be styled as shown in the catalogue or online.

What if an item I order is not in stock?

Any item that is not currently in stock will be shipped to you when it becomes available. You will be charged when the order is placed. You will not be charged for any additional shipping fees.

Are there any special savings available when you purchase at the American Girl website?

Web-only specials are offered periodically throughout the year. You may register with your email address to receive information about these promotions. Special offers and discounts cannot be applied to previous purchases. No substitutions, please. Promotional or sale items are available while supplies last. We reserve the right to limit quantities or refuse orders.

May I purchase product in multiple quantities? Do you offer quantity discounts?

You may purchase multiple quantities of products. We reserve the right to limit quantities or refuse orders and will notify you when that is the case. At this time, we do not offer quantity discounts in our direct-to-consumer catalogue or website.

How do I change an order?

Although we are unable to change an order once it has been submitted, many products may be returned for an exchange or a merchandise credit within 90 days of purchase.

How do I cancel an order?

Although we are unable to cancel an order once it has been submitted, many products may be returned for an exchange or a merchandise credit within 90 days of purchase. A refund may also be available within 90 days of purchase with your original proof of purchase from American Girl. Shipping and processing fees are non-refundable.

Can I place an order online with an international billing address?

Yes, we do accept orders with a billing address outside the United States or Canada. All Canadian orders are converted into U.S. dollars. If your billing address is in a country other than the U.S. or Canada, please call our customer service department 8 a.m. – 8 p.m. Central Time on weekdays or 9 a.m. – 6 p.m. Central Time on weekends. From elsewhere, call 608-831-5210. Holiday hours may vary.

Order status

Has my order been shipped? When will I receive it?

You can view the status of your credit card order and track the packages that have shipped using the order status feature in the footer of any page on the website.
Everyday Free Standard Shipping with a minimum order of $175 or more. Purchase total must equal or exceed the minimum order requirement to qualify. Once qualified, free shipping will automatically apply in your shopping bag at checkout. Additional charges and exclusions may apply for rush shipping, shipping outside of the US or Canada, and shipping large items. Offer not valid at Indigo, or Chapters™ retail locations or websites. Charges for gift cards, shipping and processing, and sales tax; donations to a charitable cause; Doll Hair Salon; Doll Care Center; parties, dining, and food purchases; Special Events tickets; and returns, exchanges, and requests for delayed shipping are excluded, and do not count toward the qualifying dollar amount. No refunds or adjustments on previous purchases or orders in progress that have not yet shipped. We reserve the right to limit order and item quantities. Offer is subject to change at the discretion of American Girl®.

In most cases, we ship to P.O. boxes, APO/FPO, U.S. territories, Alaska, and Hawaii.

Can I send gifts to more than one shipping address?

To ship items to more than one address, please create a separate order for each shipping address.

Can I place an order to be shipped outside of the U.S. and Canada?

We’re sorry, but at this time we are unable to ship orders outside of the U.S. or Canada. For more details, please call our customer service department 8 a.m. – 8 p.m. Central Time on weekdays or 9 a.m. – 6 p.m. on weekends. Holiday hours may vary. From within the U.S., call 800-845-0005. From elsewhere, call 608-831-5210.

Can I ship my order to an APO/FPO address?

Yes, you may. An order shipping to an APO/FPO address can only ship standard and will go by USPS First Class mail. Sorry, rush shipping is not available for APO/FPO addresses.

Is the package identified as coming from American Girl?

For safety and legal reasons, our company name appears on our shipping labels. Please keep this in mind when selecting your shipping destination. We would not want to unintentionally spoil a surprise!

Returns or exchanges

How do I return an item I purchased from American Girl?

A refund of the purchase price is available with your original proof of purchase from American Girl (store receipt, packing slip, or order number) within 90 days of purchase. A merchandise credit will be issued if the purchase cannot be verified. A refund or credit will be issued for the purchase price, current list price, or prorated price depending on the item(s) returned. We reserve the right to assess the value of items returned. Be assured we’ll do our very best to take care of you, but from time to time we will not accommodate a return. Items designated as “final sale” cannot be returned. Create Your Own Dolls and Garments, dolls with ear piercing, and shipping and processing fees are non-refundable. American Girl will accept returns and exchanges on any item within the Janie & Jack Collection for 30 days after purchase. After 30 days, all sales are final. No returns, refunds or exchanges.
What is proof of purchase?

For catalogue and web orders, please provide the order number or packing slip. For retail purchases, please include a copy of your receipt. Online product registration is not considered proof of purchase for returns purposes.

Will my refund include sales tax?

If the customer receiving the refund resides in a state listed in the sales tax field on the return form, the appropriate refund of taxes will be applied to the return item(s).

How do I return a gift?

Please provide the name and address of the original purchaser. We will attempt to locate the original order information to verify proof of purchase. The purchaser will not be notified of your return. If you have a retail gift receipt, please include a copy with your return.

What is a return reason, and why do you need it?

A return reason explains why you are returning an item. Refer to the list of return reasons at the bottom of the return form, and select the one that best describes your return. This information helps American Girl identify potential improvements to products.

If I use the prepaid shipping label, where do I take my package?

You may take your package to any local FedEx Customer Counter, FedEx Office, or other FedEx Authorized Ship Center.

How much does the prepaid shipping label cost, and how do I pay for it?

The prepaid shipping label costs $6.95, which will be deducted from your refund.

What ship method is used with the prepaid shipping label?

Packages sent to American Girl with prepaid shipping labels are shipped via FedEx Ground.

How long will it take for my return to get to American Girl if I use the prepaid shipping label?

Packages sent back with the prepaid shipping label generally take 3-9 business days to arrive at American Girl.

My return is in multiple boxes. How many prepaid shipping labels do I need?

Each box requires a separate label with a unique tracking number. Please generate a label for each box.

Will I be charged for a prepaid shipping label that I don’t actually use?

Please be assured you are only charged for the prepaid shipping labels received by American Girl. Feel free to print replacements as needed.

What should I do if I am having trouble generating the return label?

If the return label does not appear after you click the print link, please check your browser’s pop-up blocker settings. You may need to disable the pop-up blocker to allow the label to open. We apologize for any inconvenience.

Gift cards

Like every company, American Girl is constantly revitalizing our products to best meet the needs of our customers and our business. While some items are discontinued, many other products are added to keep American Girl interesting and engaging, and to celebrate who girls are today.

How do I know which products are age-appropriate for my girl?

Every American Girl® product is labeled with an age-grading icon to ensure your purchase is appropriate to the age of the recipient. Age-grading information is also available on our website’s product pages and in our catalogues. Age-grading is determined by which developmental stage the product is most appropriate for.

How does American Girl ensure products are safe?

Our priority is the safety of the children who play with our toys, and American Girl engages in some of the most rigorous quality and safety testing in the toy industry. We monitor all our vendors and demand testing results for all our products to ensure that they meet or exceed U.S. Federal Safety Requirements.

In addition, our products are continually monitored by our internal Product Integrity Group, as well as an independent monitoring program to ensure objective checks and balances for evaluation of compliance against our stringent standards. If any problems are discovered, we are committed to taking prompt, responsible corrective action.

How do I submit an idea for a new American Girl® product?

Unfortunately, we cannot legally use specific ideas or designs submitted by people outside the company. All new products are conceived and designed by an in-house design and development team.

How can I be sure my American Girl® product is genuine?

American Girl also distributes print products and small gift items through well-known, reputable booksellers and retailers nationwide. If your product was purchased elsewhere, we cannot guarantee that it is genuine.

How can I purchase American Girl® products?

at any of our nationwide retail locations; and through our catalogue. You can also call 800-360-1861 to place an order. Please note that we do not sell American Girl products at our corporate headquarters location.

Special services

Can I have my items gift wrapped?

Yes, gift wrapping is available for most items on our website. Packages are attractively wrapped in pretty paper with a satin ribbon. We’ll gift wrap your purchase for $9.50 per item unless otherwise noted. To gift wrap an item, select “This is a gift” on the Gifting page of your shopping bag. You can also add a personalized gift message.

Are any physical alterations made to the doll when I add extras like braces or earrings?

Most additions result in no alterations to your doll. The only exceptions are earrings and hearing aids. For each of these extras, a permanent hole will be created to fit the accessory.

Technical issues

How can I get additional feedback on my technical problem?

The American Girl website receives quite a bit of traffic, especially during the holiday season. We attempt to balance our traffic load, but sometimes the demand exceeds our capabilities. Please be assured we are doing our best to meet your needs. We thank you for your patience.

If you receive a message about the server being unable to locate the DNS entry, please make sure you have typed in the correct website address, and try again. If you continue to have difficulties, quit the browser, re-launch it, and try the website address again.

Permissions

How do I request permission to use editorial content and other protected properties like images, names, and logos?

All requests to use American Girl’s intellectual property must be in writing, so please email with your specific request.