| Contact |

New Accounts

A: Go to “Become a Retailer” at the top right of the home page to complete the online information request form. Your local sales representative will contact you within 2 business days and provide you with all new account registration documents required to set-up an account.
A: No. At this time, online only customers will not be approved to set-up a Spin Master Specialty account.
A: Under the “Login” section, select “Create a User” and follow the steps to create a password. If you forgot your password, please select “Forgot password?” under “Returning User”. Enter in your email address that was used for registration and select “Request Verification Link”. Follow the steps in your password reset email to reset your password. If you’re still unable to log in, please reach out to your sales representative or email specialtysales@spinmaster.com.
A: Please email specialtysales@spinmaster.com and you will be contacted within 2 business days by your local sales representative.

Payment

A: Once you are logged into your online account, select “My Account” in the drop down located at the top right of the page. Select “My Profile” to review payment terms and other account details.

A: Your credit card will be charged once your order has been prepared to ship.

If you have any questions regarding your invoice or payment method, please contact our Credit Team by calling 1-800-448-4863 option 2, 3.

A: To change your credit card information, please login to your online account and select “Payment Methods.” You will have the option to edit an existing credit card number or add a new card.

If you have any questions, please contact your sales representative or our Credit team at 1-800-448-4863 option 2, 3 for further assistance.

A: Please login to your online account through the “Login” icon located at the top right of the home page. A pop-up will instantly appear, allowing you to review and accept the credit cards terms.
A: Once you accept the credit card terms by logging into your online account, you will be able to proceed with placing your order either through the online portal or through your local sales representative.

Ordering and Shipping

A: $300 per distribution center (we ship from two different distribution centers).
A: Distribution Center 1 (DC 1): All GUND, Outdoor, Kinetic Sand, HEXBUG and Meccano.
    Distribution Center 2 (DC 2): All Toys, Games and Puzzles.
A: No. Only items in stock and available for immediate delivery will be permitted to order. Out of stock items will be canceled from the order and will need to be reordered when available. In this instance, your local representative will notify you as quickly as possible.
A: At this time, we only ship within the United States, including Alaska and Hawaii.
A: Under normal market conditions, your order should arrive between 3-5 business days from the date your order is placed.
A: To track you order, log in to your online account and then select “My orders”. Next to your order number, you will see a “truck” icon. Select the icon to open the tracking information and then click on the tracking number to track your order.

Returns

A: Please report any damages, mis-shipments, or other issues with your order to Spin Master within 60 days of delivery of the applicable order. Damaged and/or defective products must include photos of each damaged product(s) and shipping cartons/labels whenever possible. To issue such report, please email customer service at spinspecialty@spinmaster.com. For the avoidance of doubt, Spin Master shall not consider or take action with respect to any reports that are issued after 60 days of delivery of the applicable order.

Other

A: We are more than happy to assist with product content to assist you. Please contact your local sales representative or email specialtysales@spinmaster.com with any requests.
A: When you are logged into your online account, you will have the ability to the following:
  • Place a self-orders and review your order history
  • Access to print or email past invoices
  • Make a payment and review payment history
  • View and make changes to your profile, including contact information, credit card(s) on file and shipping addresses.
A: For sales related matters, please contact your local sales representative or email specialtysales@spinmaster.com.
  • Order Management Team – 1-800-448-4863, option 2, 1.
  • Credit Team – 1-800-448-4863, option 2, 3.