Customer service - Contact us

A fatal accident has hit The Superior Dollhouse Team & Family hard this past week. Being a small business, and not a large corporation, it has impacted some of our operations. Baseline operations, along with dispatching orders as usual, are still underway. We are doing our best as to not impact customer facing operations. However, we are behind on some customer service as we rearrange duties and tasks and train other team members. We appreciate your patience as we resume normal operations on 9/24/2018. Thank you for your business.

We are happy to assist you with any issue via a digital method. For questions about an order or for more information about our products, please use the form below. Please ensure to include your order number and/or product SKU you inquire about.

Before you contact us:

  • Orders using our Free Economy Shipping code DELAYSHIP dispatches according to the Free Economy Shipping Dispatch Schedule >> GO >>
  • You may wish to check our new Help Center for a faster answer to your question. Go to Help Center >>
  • Check your tracking information. You can log into your account, click order history, click the order you inquire about, and click the tracking link to see where the order is. If the item says it has been delivered but it has not, the first step is to contact your local USPS route carrier/Office as they are very good about locating mis-delivered parcels.
  • Check your store credits. If you are missing an item, check to see if you have a new store credit. If so, the item(s) did not ship and a store credit was issued as per our OOS policy.
  • If you are inquiring about outstanding items, and you have not received a refund, store credit notice, or back order notice, please check your original packing slip for more information, and/or your inbox for additional communications as more information is sent as it becomes available.
  • Please only contact us one-time via one communication avenue (email, contact us form, or chat) about an issue. If you do attempt to contact us via our many channels this will delay our reply as we must ensure multiple replies are not sent.
  • Finally, from time to time, issues come up. Our sincerest apology in advance, and we are happy to take action to remedy any issues that do come up. But, in an effort to maintain a positive work environment for our customer service team, please be kind and respectful and you can expect to receive the same in return, for the issue was most likely not from their error and they are simply a messenger in the process. We appreciate your help with this.

Due to call volume, phone assistance can only be provided for urgent issues or those issues that can not be addressed digitally as a written record for any issue needs to be in writing. Before you call, please submit your issue through the contact us form or live chat form. Requests are processed in the order they are received. A representative may not be readily available at our toll-free number, 1-888-484-8889. Please make sure you leave a message with your EMAIL address, phone number and best time to call back so we can reply. Non-urgent phone inquiries, or phone inquiries without an email address will not be replied to.

send a message


For any question about an order

For any question about a product

For questions about a return request. If you haven't already, please see our new Returns Center (under 'My Account') to start the return process.

To send a request for a credit to be issued to your account for an order that shipped in less parcels than what was defined at checkout.

If a technical problem occurs on this website

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