Hot Wheels Collectors FAQ
SignUp
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.
Why do you ask for my birthdate?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 Statement.
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.
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.
Be sure to click the "log out" link in the upper right corner of your screen, either at the end of the checkout process or on the My Account page.
Managing Your Account
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 HotWheelsCollectors.com pages to sign in and access your account.
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.
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.
What do I do if I forget my password?
On the Login/Registration Page select the "Forgot your password?" link and enter your username. For your security, we do not email your password to you. Instead you will be prompted to change your password should you forget it. A valid email 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 password?" link.
Shopping
How do I shop at the Hot Wheels Collectorssm 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.
How do I search for an item?Throughout HotWheelsCollectors.com, 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.".
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
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 HotWheelsCollectors.com shop. Simply click on that button to add the item to your Shopping Cart.
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. On the Shopping Cart page, a "Remove" link will be available for each item in your cart. Simply click on it to remove the item from your cart.
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.
Ordering & Checkout
How do I place an order at the Hot Wheels Collectorssm 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.
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.
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 Mattel Privacy Statement and Terms and Conditions for more information.
What forms of payment do you accept?We accept Visa, MasterCard, American Express and Discover 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.
Can I purchase gift cards?Hot Wheels Collectors does not offer gift cards at this time.
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.
Can I bill my order to an international address?Your billing address can be located in the 50 United States, the District of Columbia, and territories of the United States, Canada, and any of the countries listed here (“eligible billing and shipping addresses”).
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 and scroll down to "Want to Hear from Hot Wheels Collectors?", enter your email address and click the Submit button to sign up for email from HotWheelsCollectors.com. This feature is on almost every page.
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.
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, HotWheelsCollectors.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 checkout process has been completed. An item is only guaranteed once the order is completely processed and a confirmation response is received.
Shipping Info
What are your shipping options?
Continental U.S. address: standard, 2-Day Rush, and Next-Day Rush delivery.
Canadian address: standard.
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$5 surcharge is added to standard shipping and processing rates.
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.
Shipping prices are based on your total order, excluding sales tax. The minimum shipping charge is $9.95. Click here for our complete shipping price chart.
All shipments to Canada are sent via Canada Post. Recipients are responsible for all taxes and duties due at Customs. All prices are in US currency.
We can ship to any of the countries listed here (“eligible billing and shipping addresses”). If you do not have an eligible shipping address, you, at your sole cost and sole risk, may engage a third-party shipper at an eligible shipping address to receive and forward physical items shipped by us, provided that the third-party shipper does not forward the items to a Prohibited Country (Cuba, Iran, North Korea, Syria, Sudan, and Crimea Region of Ukraine). The countries included as Prohibited Countries may be modified by Mattel in its sole discretion. You are responsible for any applicable taxes and duties on all items and services purchased by you.
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.
Is the package identified as coming from Hot Wheels Collectors?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.
Your Order
Can I change an order?Unfortunately, once an order is submitted through HotWheelsCollectors.com, 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 Club™ 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.
Can I cancel an order?Unfortunately, once an order is submitted through HotWheelsCollectors.com, 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 Club™ 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 after receipt.
How do I know whether you've received my order?You should receive an initial email confirmation within a few hours of placing your order. A detailed email confirmation including items ordered, shipping addresses, and order total will be sent within 24 hours of placing your order.
Why haven't I received my order confirmation?In order to receive an email 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.
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 on Monday-Friday 9 a.m. to 6 p.m. Eastern 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.
All credit holds for canceled orders will clear from your PayPal account or credit card within 7 – 10 business days.
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 Club™ 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 after receipt. Please pack your shipment securely and return it to us via a trackable carrier (such as FedEx or UPS) or insured mail for your protection.
Our address is:
Returns Department Hot Wheels Collectors
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.
Refunds of the purchase price will be offered for returned product submitted for exchange that is sold out or no longer available.
How long will it take to process my return or exchange?Returns and exchanges are normally processed within 3-4 weeks of receipt. Returns from Canada may take an additional 5 business days for processing.
Technical Help
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 CollectorsSM 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 HotWheelsCollectors.com 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.
How can I get additional feedback on a technical issue related to shopping at the Hot Wheels CollectorsSM Online Shop?
If none of the previous information answers your question, click here to email us. To help us serve you better, please provide as much of the following information as possible:
- The type of computer you're using (PC, Macintosh)
- The operating system (Windows, Mac, Linux, etc.)
- The web browser you are using (Internet Explorer, Chrome, Firefox, etc.) including the browser version number.
- The date the issue occurred
- The specific error message you saw, if any
- A detailed description of what happened
- Your e-mail address or phone number, depending on how you would prefer to be contacted
Site Policies & Info
How do I contact the Hot Wheels CollectorsSM Online Shop?For questions related to online shopping only, feel free to email us, or call us at 800-858-0102 Monday-Friday from 9 a.m. to 6 p.m. Eastern Time.
How does Mattel protect my personal information?Please review our Privacy Statement.
