Frequently Asked Questions

1. If I buy 12 of the same series, will I get the entire series? Boys series 3 example.

Part of the excitement of the LOL Surprise brand is that you never know what you might get for each specific series when purchasing.

2. My promo code didn't work, who should I contact?

Please reach out to support at MGAEntertainmentStore@mgae.com or submit the contact us form

3. I ordered the wrong doll, can I change my order?

Please reach out to support at MGAEntertainmentStore@mgae.com or submit the contact us form

4. I have questions about warranty, who do I contact?

Please find MGA product warranty information here: https://www.mgae.com/customer-care/warranty

5. Can I become an affiliate?

Please send your inquiry using our contact us form.

6. I have doll ideas, who can I work with?

Please reach out to MGA Entertainment Product Development and Inventor Relations at tbenson@mgae.com

7. I entered the wrong address and need to change, who do I contact?

Please reach out to support at MGAEntertainmentStore@mgae.com or submit the contact us form to submit change of address

8. When will my pre-order ship?

Each item offered for pre-order on LOLSurprise.com have different estimated ship dates. Please check the product page of the item you ordered or your order confirmation for the estimated ship dates.

9. Why is my order taking so long for shipping?

Orders shipping by UPS Mail Innovations or UPS SurePost deliver by the USPS. Due to COVID-19, you may experience longer delivery times. You can track your shipment by using the tracking number you receive in your shipment notification email.

10. Where can I find a list of each doll in a series?

Please visit https://www.lolsurprise.com/pages/kids to view our collector guides for each LOL Surprise series.

11. Can I purchase replacement parts for LOL Surprise items?

We currently do not offer replacement parts for sale for LOL Surprise dolls and accessories.

12. Who can I contact for help with my LOL Surprise item outside of the United States?

Please click on the link below for a customer service representative in your area.

https://www.mgae.com/contact Use the drop down arrow at the top of the page and select your country.

13. Can I cancel my order from LOLSurprise.com?

Orders are only able to be cancelled within 30 minutes after placing the order with a customer service representative M-F 8-5pm EST, excluding holidays.
If you need to cancel a preorder that you placed, we may be able to help depending on the estimated shipping time frame of the preorder.

Any cancellation requests can be sent to mgaentertainmentstore@mgae.com or by using the Contact Us form.

Shipping policy

You can track your shipment by using the tracking number you receive in your shipment notification email, logging into your account, or by the Shop App.

Order Subtotals over $50 qualify for Free Standard Shipping. Free Standard Shipping is currently only available to the 48 US States, excluding Alaska and Hawaii.

Any promotions are not included to reach the $50 order subtotal.

Shipping options are displayed at checkout. Shipping rates and delivery times vary by shipping option.

*Pre-Orders: Please check product page for Estimated shipping window.

Free Shipping – Order will be delivered in approx 7-10 Business Days

UPS Mail Innovations – Order will be delivered in approx 7-10 Business Days

UPS SurePost - Order will be delivered in approx 7-10 Business Days

UPS Ground – Order will be delivered in approx 3-5 Business Days

Currently Not Available 2^nd Day Air – Order will be delivered in 2-3 Business days, depending on the time the order is placed and received to our warehouse. Excludes weekends.

If your order qualifies for Free Shipping, you must select the Free Shipping option during checkout; if you don't, additional charges will apply. We determine the most efficient shipping carrier for your order for orders qualifying for free shipping. The carriers that may be used include, UPS Mail Innovations, UPS SurePost, UPS Ground.

We now Ship Internationally.

Please allow approximately two business days for order processing. Orders ship by DHL Express. Typical time frame is 10-14 business days for delivery. You will receive an email once your order ships with tracking information.

To ship internationally, we partner with Global-e. Global-e is a trusted global ecommerce vendor whose solution allows LOLSurprise.com to provide the best possible user experience to our international customers.

Please select the flag icon in the top right corner to see which countries we ship to and select accordingly. This will change the currency on the website. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping, duties, taxes and other customs fees.

Duties and taxes are calculated based on the items ordered, where they were made, your shipment destination and the value of your purchase, and will appear as a separate line item at checkout if not already included in product prices.

Some countries require duties and taxes to be paid upon delivery and therefore cannot be calculated at checkout. It will be the customer’s responsibility to pay such fees as determined by local customs authorities.