Inroom Celebration
  • On Jul 30, 2022
    Misty from PA Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    I received my shipped items and 3 things were broke. How long does it take for my broken items to be replaced?

    Hiya, Misty! Welcome to planDisney!

    Thank you so much for bringing your great question our way! When I travel to Walt Disney World Resort, one of my favorite activities is finding just the right souvenir to bring home. Sometimes I take advantage of the Home Delivery option while I'm in the parks (available for most theme park purchases) and sometimes I like to pick up a few more gadgets and gizmos once I get home through shopDisney. While my packages are always mailed with extra care, every once in a while I receive an item that somewhat resembles Chip from Beauty and the Beast. When pixie dust can't fix the situation, I always reach out to the team at Guest Services as my next best step. I like to send an email to efficiently request a replacement!

    Misty, when requesting a replacement, I've quickly received a response from a friendly Cast Member and have always been surprised at how soon my replacement has arrived. Since merchandise and shipping are operating differently these days (considering potential supply issues and the like), your experience may vary a bit from mine. Since I'm not sure where you purchased your items and the availability of the replacements, I'm unable to give you an accurate timeframe for when you can expect to receive your new items. However, I can tell you from my personal experience that the Cast Members who help with Merchandise Guest Services will always do their best to turn a pumpkin of a problem back into a carriage! If you have any other questions about your items, I would recommend that you call a Cast Member at (877) 560-6477 or take a peek at the Shipping & Delivery page for more information. 

    I'm sending you all the faith, trust, and pixie dust that your magical objects arrive quickly so you can continue to enjoy them right away! And if you're looking to add a little extra magic while you wait, check out the Disney Parks Blog and the planDisney Podcast.

    You've got a friend in me!
thumbnail image for Michelle

Meet the Panelist: Michelle, Pennsylvania

Hello from Mister Rogers' Neighborhood, also known as Pittsburgh! My husband and I live in a little town that we affectionately call Main Street, U.S.A. where we often find ourselves seeking out ice cream, finding new adventures, and having lightsaber battles in our backyard. While we love to travel to galaxies far, far away, we consider Walt Disney World Resort our second home and I can't wait to help you add even more magic to your Disney vacations! Learn More About Michelle

Related Video

  • thumbnail image for planDisney Overview

Didn't find what you were looking for? Click the Ask a Question button to open the Ask a Question dialogue box. If you are not logged in a dialogue box will appear to signin in order to ask a question.

To submit your question, please log in now if you have not already done so.

Ask a QuestionOpens the Ask a Question dialog box.

Update Browser

For a better experience browsing this website, please download an updated version of Internet Explorer.

Or you can continue browsing without updating.