FAQs

Online Registration Issues

Why do I need a password when I register at the online store?
Your password is an extra level of security for the private information you give us. 

How do I change my registration information at the online store?
You can change your registration by clicking on "My Account" from the homepage. Log in and change any information you wish — your log-in name, password, etc. At this time, registration information cannot be deleted online, only updated; please call Customer Service to have your information deleted. 

How do I log out of my account?
Be sure to click the "log out" link in the upper-right corner of the My Account page.

I forgot my password! What should I do?
On the My Account page, select the "Forgot Password?" link.  You will be given instructions and asked to enter your e-mail address.  Please do not call Customer Service to obtain your username or password. They can only be obtained through the website using the "Forgot your username or password?" link.  

Other

I purchased a Gift Card at Costco. Can I still use it?
If you have unused Mattel gift cards, they can still be redeemed on HotWheelsCollectors.com and Barbie® Signature items after 8/16/2018. Should you prefer a refund on your remaining balance, please contact Customer Service.

How do I contact Customer Service?

Please see our Contact Us page

General Technical Issues

How can I get additional feedback on my technical problem?
If the information provided here does not answer your particular question, please e-mail us at service@hotwheels.com. To help us determine the source of your problem, please provide the following information in your e-mail

  • The type of computer you are using (PC or Macintosh)
  • The operating system and version (Windows 7/8/NT/2000/Me/XP, Mac)
  • The web browser you are using (Internet Explorer, Safari, Firefox, Chrome, etc.) including the browser version number.
  • The date of your visit to the website
  • The specific error message you saw, if any
  • A detailed description of what happened
  • Your e-mail address or phone number, indicating a preference for how you would like to be contacted

Our friendly customer service representatives should be in touch with you within 48 hours. However, response times may vary depending on the volume of e-mail. If you need immediate responses, please call the toll-free customer service number: 800-747-8697, on Monday through Friday 9a.m. – 6p.m. Eastern Time. Holiday hours may vary.