Frequently asked questions

What type of guarantee do you offer?

We offer a 100% satisfaction guarantee on all products. If for any reason you find a product unsatisfactory, it can be returned or exchanged. We appreciate the opportunity to make you a supremely satisfied Gotz Dolls consumer!

How do I place an order?

Easy. You may either create a new account, log into an existing account, or check out as a guest member. Once logged in, you may begin shopping. Identify an item you are interested in and then simply click on the "Add to Cart" button. You can add other items to your cart using the same process. When you are ready to checkout, click on the "shopping cart” in the upper right hand corner of the website for instructions that will walk you through the process to complete your order. Once finished, you will receive an order confirmation number that is your actual order number!

What payment methods do you accept?

For your convenience, we accept MasterCard, Visa, Discover, American Express and PayPal.

What shipping options do you offer?

We offer Free Standard Shipping on all orders over $25! Orders under that amount will be charged a flat rate of $5.95 for standard shipping. The shipping times vary depending on the destination. We ship out of Skaneateles, NY. At the time you enter your shipping information at checkout, you will have the option to choose expedited shipping at an additional charge, which is calculated based on the weight of the item and your zip code.

How quickly do you ship orders?

We understand that you want your orders to arrive at your doorstep quickly, so we do our best to ship within 24 hours of receiving your order. If you request expedited shipping and your order is received into our system before 12 noon EST, your order will ship that same day.

Do you ship to APO addresses?

We admire and respect our military service men and service women, so of course we will ship to APO addresses. Please be aware that we cannot offer tracking on orders to APO addresses.

Do you ship internationally?

Unfortunately we do not ship outside of the United States Gotz Dolls is available worldwide through exclusive distributors in each country. We retain rights to ship to USA addresses only.

Do you ship to Canada?

Gotz Dolls does not ship to Canada.

Do you accept Canadian billing addresses?

YES! We accept Canadian billing addresses, but your order must be shipping to a US address.

What is your return policy?

Gotz accepts returns, however they must be in new, unused condition, in the original packaging with all tags attached. We will gladly credit your original credit card or PayPal account for items returned in new, unused condition. Any item returned that is not in unused condition will be subject to a re-stocking fee. Read our full return policy, including detailed return instructions [here].


Gotz offers exchanges on items purchased from only. Please print, complete and include this form with your return. Return Form (Adobe PDF)

Did Gotz USA make a mistake?

If you receive an incorrect shipment, a shipment that is not yours, or a shipment that is damaged or incomplete, please contact us Monday-Friday, between the hours of 9am and 5pm EST, so that we can resolve the issue. Our customer service line is: 1-800-468-6873 or you can email

Can I refuse a shipment?

If you refuse a shipment from the shipping carrier, you will be responsible for all shipping costs associated with returning the package.

How can I change my order after it has been placed?

In the event that you want to make changes to your order, please call and we can help you update your order.

May I cancel my order?

If you would like to cancel your order, please call us within 12 hours of placing your order. If your order has not been shipped, we will cancel your order and refund your method of payment. If it has been shipped, you have the option to refuse the package and it will be returned to Gotz. Once we receive your returned package, we will refund your method of payment. If you are not able to refuse the package but want to cancel the order, you are responsible for any return costs.

Returns & Cancellations

If you are not 100% satisfied with your products, please let us know!

- Gotz only accepts items being returned that were purchased on Items must be in new, unused condition, in the original packaging with all the tags attached.
- Complete the form that is located conveniently on the reverse of the packing slip included in your package. You may also access the form here (pdf). Print out the form, complete it, and include the form with your returned item(s).
- Please write your order number next to the return shipping label on the outside of the box.
- Please mail your return to:

  • Gotz USA Returns
  • 4407 Jordan Rd.
  • Skaneateles, NY 13152
- If we receive the return item and the packaging is damaged or missing any labels, instructions, or any pieces, a 25% restocking fee will be debited from the return total.
Gotz offers exchanges only on items purchased from Please follow the return process outlined above. Upon receipt of your item, a store credit will be issued to you via email noting the amount to which you are entitled. Only items with a valid Gotz USA order number will be accepted for store credit. If you received the item as a gift and do not know the order number, yet know who purchased the item, feel free to call us and we will be happy to provide you with the order number for the return form.
- Customers are responsible for all return shipping costs unless the items were shipped to you in error or if the products are defective and/or damaged.
- If you receive an incorrect shipment, a shipment that is not yours, or a shipment that is defective/damaged or incomplete, please contact us immediately so we can resolve the issue. Please call customer service at 800-468-6873 and request that your item be picked up.
- If you refuse a shipment from the shipping carrier, you will be responsible for all shipping costs associated with returning the package.


For questions or comments please feel free to email: