Frequently Asked Questions

Shipping

If you ship to a physical (street) address within the contiguous 48 States, we offer $4.99 flat rate shipping through UPS. If you ship to a PO Box, USPS shipping rates will apply.

Yes, we do! Place the items in your cart and click on secure checkout. Click on the blue link on the right side of the page to estimate shipping. Then enter your postal code and country. Customs fees that may be assessed in the destination country are not included in our shipping costs and vary according to the inbound country regulations.

Yes, we do! Postal Service, APO, DPO, and FPO shipping rates apply (price shipping for military). The US Postal Service will deliver to the Military Post Office, which then delivers the package to the Military location.

Yes, we do! Our flagship store is located in Omaha, Nebraska, and our second brick-and-mortar store is located in Overland Park in the Kansas City, Kansas area. If your zip code is near either of our stores, a ship-to-store option will show up on the check-out page. There is no shipping charge to pick up an order in one of our stores, although sales tax is calculated for those locations.

If you place an item in your cart and select Click here to estimate shipping costs... you will be able to enter your zip code and see multiple shipping costs for UPS and USPS for standard and expedited shipping. These options will also show up under the Shipping Options during the check-out process.

We ship to international destinations using USPS Priority International and USPS Express International. These costs are based on the weight and the size of the box. Some countries limit the dimensions of incoming packages so there may be items we cannot ship.

Another important note to keep in mind is that orders being shipped out of the U.S. may be subject to taxes, customs duties, and other fees upon arrival at the destination country, for which the recipient is responsible.

If an item is on backorder, it will be marked as such in your cart during checkout. Backordered items do not split out automatically. If you wish to split the order so the rest of your order ships sooner, please call our Customer Care staff toll-free at 1-800-590-5987 and they can split your order for you.

As long as you place one single order shipping to one address, you will not be charged extra shipping for a split order.

Most of our orders ship within 24 hours! Depending on the time of year, some orders ship within a couple hours!

Yes! Currency will be in US dollars, and conversion rates may apply (please check with your credit card company, or payment company).

Return

You can see our full return policy on our Return Authorization page..

You need your order number and access to a printer.

All returns must be made within 90 days of purchase.

Please call our Customer Care staff toll-free at 1-800-590-5987. When you describe the damage to them, they can assist with a replacement. Please save the box and all packaging paper as a claim with UPS may be required.

We want you to be 100% satisfied with your order! You can either start the Return Authorization process yourself online or call our Customer Care staff toll-free at 1-800-590-5987. Opened items can be returned for a gift certificate within 90 days of purchase. Some exceptions apply.

You can return the new, unopened item for a full refund to the payment method you used. Some exceptions apply.

Yes! You will need to call our Customer Care staff toll-free at 1-800-590-5987 so they can look up the original order (unless Grandma or Great-Aunt Hazel sent you the receipt with the order number) and advise you how to continue. If you already have the order number (you can find it on the shipping receipt if the package was shipped directly to you), you can also complete the Return Authorization online. Make sure you select the box next to This item was a gift so that you can input your own contact information—this ensures that the purchaser is never notified of your return/exchange.

If possible, please use the original box and packing papers we shipped to you. This helps ensure that the item is not damaged during return shipping. However, if the original package was damaged during shipping, please put the returning item into an appropriate-sized shipping box.

Most returns are processed within 3-5 business days after we receive the return in our warehouse.

As long as you fill out the Return Authorization and use our shipping label, shipping costs are covered. International orders, however, are excluded from the free return label process.

Payment

We accept Visa, MasterCard, Discover, and American Express credit cards and gift cards, debit cards, Paypal, and Amazon Payments.

Amazon Prime member benefits do not apply to orders placed directly through Fat Brain Toys. However, we do offer flat-rate shipping of $4.99 (see shipping FAQ).

Yes! You will see either a little lock in the corner next to our URL, or the HTTPS that designates that our site is secure, depending on what type of browser you are using.

Please call our Customer Care staff toll-free at 1-800-590-5987 and they can look up the balance for you.

Yes, we do! You can email purchase orders to po@fatbraintoys.com Schools, government institutions, and businesses can see more about using a purchase order by clicking here.

We charge when we ship, although you may see an Authorization on your credit or debit card after you make the purchase. This is our system checking to make sure funds are available for your purchase.

Since we only charge when we physically ship an item, if you had any items that were backordered, you will see a separate charge when those items ship.

Special Fat Brain Toys Services

If you either purchase in-store, or choose in-store pick-up, we do offer free gift wrap! If you are shopping online in a region where pick-up is not an option, we offer gift bags for $2.95 each on our site. Add the number of gift bags to your cart before check-out. You can specify which toys go into a gift bag with a gift message. Our warehouse has different sizes of bags and will choose a size accordingly.

You can add one (or more) gift messages to your order. During check-out, click on the Free Gift Messages box. You will then be able to type in the recipient’s name, a gift message, your from name and designate which toys go to that recipient. If you have more than one gift message, simply SAVE the first one, then ADD another. If you purchased gift bags, the gift message will help our warehouse pack the correct toys into each bag.

Yes, we do! We love teachers! If you are are an educator, including after-school programs, or a school, you can sign up for our Educator’s Extra Credit Program to receive 10% off every purchase you make.

Birthday Concierge is a unique tool that doesn't just help you keep track of all the birthday gifts you need to buy throughout the year, it also helps you make those gifts exceptionally special. Here's how it works. One month before the recipient's birthday, we'll send you an email featuring a personalized list of gifts we're sure they'll love. Once you pick the perfect gift, we'll wrap it for you - actually gift wrap it for you - FREE of charge. Meanwhile, perfect pick and gift-wrap aside, your gift becomes even more memorable with a complimentary personalized birthday message. Oh, and did we mention the whole thing is packaged with confetti? To get the Birthday Concierge treatment for your next birthday gift, sign up and add the name of the recipient at least 30 days before his/her birthday to allow time for processing.

We want to see Pediatric Brain Cancer eradicated! We have partnered up with the nonprofit organization, Team Jack, for a long-term fundraising partnership. Round up your order and all of that money goes directly into research to combat brain cancer in children. Together, we CAN make a difference! You can read more about our partnership and see a video about Team Jack by clicking here.

General FAQ

You can if you are fast enough! Since we process orders quickly (most ship within 24 hours or much, much sooner!), you will need to call our Customer Care staff toll-free at1-800-590-5987, or use Live Chat online, so staff can check the real-time status of your order and let you know if it can be canceled.

You can if you are fast enough! Since we process orders quickly (most ship within 24 hours or much, much sooner!), you will need to call our Customer Care staff toll-free at 1-800-590-5987, or use Live Chat online, so staff can check the real-time status of your order and let you know if any items can be added or removed from your order.

That means that it is out of stock, but that we are expecting it to be back in-stock soon. You can call our Customer Care staff toll-free at 1-800-590-5987 to have them check when we are expecting to receive that item, or to split your order. Backordered items are not automatically split out, but Customer Care can split the order for you. (You will not be charged extra shipping for splitting the order.)

International customers (except customers in Canada, who can use the toll-free number) can call our local number (402-779-3181) by adding the country code. International call rates apply.

Our office is available to take calls until 5:00 P.M. CST.

Member Rewards

Simply create a Member Account and you are automatically enrolled in the Member Rewards program.

You’ll earn points every time you shop! 3% of every purchase becomes Rewards Points.

For every point, we’ll give you $1 to use toward your next purchase. The more points you earn, the more rewards you get.

Want to track your point progress? Just log in to your account and click on Rewards tab.

Nope! As long as you keep your account, your points are safe.

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• See what you’ve purchased in the past