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We maintain one of the best Doll Hospitals in the industry. 

Although Tonner Doll Hospital would love to provide all of our services at no charge to the collector, there are certain situations where this is just not possible. As always, any doll, outfit or accessory that was purchased new from one of our retailers and is deemed defective in any way, will always be eligible for repair or replacement at no charge to the collector. In certain other instances, a fee will be charged. When a doll is purchased on the secondary market such as Ebay, from other collectors, doll shows etc., there may be a price charged for replacements. In the case of re-rooting, re-painting, enhancements, and other issues where the doll has been altered or had the head removed for any reason, repairs or replacements will require a fee. In those cases of misuse, lost items, improper display or storage, animal abuse, and breakage due to the collector, there will also be a fee charged for repairs or replacements.

The Tonner Doll Company certainly does believe in “The Power of Play”, but we must strongly caution against the alteration of the dolls hair, face, head, body or clothing. Such alterations can cause inconsistent and highly damaging results. We do not recommend switching heads or bodies for any reason as the chances for neck cracks and other damage is extremely high.

Please feel free to call or email the doll hospital to receive an estimate, (845) 339-9537 or click here for the email page. Alternately, you can send your doll in with an explanation of the problem and your day time phone number for an estimate of the cost of your repairs. If your doll was purchased new and arrived with a problem, just send her or him in along with a description of the problem, your retailer’s name, and your return address. Your doll will be expertly repaired or replaced and returned to you at no charge. In the case of product refunds or exchanges, please remember that these must be handled through your selling retailer.

The doll hospital does not sell loose doll parts. The prices now in effect are to replace items that have been damaged through no fault of our own, or repaired or replaced due to damage during manufacture, so we must have the damaged item returned before we can offer a replacement.

As always, the Tonner Doll Hospital will make every effort to meet or exceed your expectations, and we hope you find our doll hospital and customer service to be the absolute best in the industry. If you have any questions, please feel free to contact us.

If you have a quality issue, please contact the Doll Hospital at 800.324.0486 (USA) or 845.339.9537 (International), or click here for the email page. You may also send your product directly to the attention of the Doll Hospital staff.  Please carefully pack and mail to Tonner Doll Company, Inc., Attention: Doll Hospital, 459 Hurley Avenue, Hurley, NY 12443.  We recommend insurance at the owner’s discretion to protect items during transit.  Please include a note that explains what needs to be done to the product.  We are committed to your satisfaction, and will do our utmost to resolve problems as best we can. Please note that product exchanges or refunds must be handled through the retailer from whom you purchased your product   Please don’t forget to give us your phone number.

TIPS FROM THE DOLL DOCTOR-
 

Hair Care-
Our fashion dolls with rooted hair have been meticulously crafted using the finest saran. Saran fiber will hang and move like real human hair and is of superior quality compared to other synthetics fibers. We do not recommend “taking down” a doll's hairstyle (typically because the hair has been cut and styled accordingly for the manufactured style, and taking down a hair style may yield inconsistent results), and we have to warn that you need to proceed with great caution in working with either wigs or rooted hair fiber. If you need to clean or refresh your doll’s saran fiber hair, the following tips can guide you. Unlike human hair, saran hair is a synthetic material and should be treated differently. Most beauty salons and wig shops sell shampoo and conditioner for synthetic wigs. There are also many “dolly supply” shops that sell shampoos specifically for saran hair. Using a specialized shampoo keeps knotting and frizzies at bay.   One resource we recommend for doll care products is 'Twin Pines of Maine' - visit their website by clicking here.

Many collectors also prefer to wash the hair just like their delicate fabrics. A little Wool-lite® diluted in water will gently clean the saran hair, and a touch of diluted fabric softener will make it manageable.

Tonner Dolls with saran hair are very carefully styled by experienced professionals.  Be extra careful when exposing saran to any heat source (hot air or hot water)...saran hair must be very carefully set using delicate and precise methods of heat exposure to the fibers...and it can melt very easily! We do not recommend any method to 'heat set' saran hair styles as they can often result in unpredictable results.

For wigged dolls...it is imperative you do not get the scalp wet when rinsing wigs...this can degrade the scalp glue over time.  Also...always dry wigs naturally in open air without any extreme temperatures.  Our doll hospital has can guide you in cleaning various varieties of natural fiber and synthetic fiber wigs.
 

Clothing Care-

As with all fine fabrics, Tonner doll clothing requires special handling.  We recommend you consult your professional dry cleaner for best results.  Although some cottons and synthetics can be hand laundered with mild detergent, please bear in mind that any fabric exposed to water may result in shrinkage.  If you must launder using water, never dry in a drying machine...lay flat on a white paper towels to naturally air dry.  If you have the slightest question regarding fabric care, never hesitate to contact our doll hospital.

Vinyl/Hard Plastic Care-

Most vinyls and hard plastics can easily be cleaned using a mild soap and water solution...and a dry, clean white paper towel...this will best removed surface dirt.  Since vinyl is porous, it can absorb dyes...to remove these stains within the vinyl, we recommend you contact our doll hospital for assistance...there are several remedies available for such stain removal, but you must always be cautious to not place any such solutions over a painted area...it will remove the paint, too - or it may discolor the vinyl!  One resource we recommend for doll care products is 'Twin Pines of Maine' - visit their website by clicking here.

Hard Plastics?  Well...take extra care...whereas they are not porous like vinyl...and they can resist stains much better; they are not completely immune from staining (especially when certain chemicals are involved!).  Cleaners ordinarily used for vinyls can melt hard plastic...as can other caustic chemicals ordinarily used for cleaning.  Take extra care when exposing hard plastic to any cleaning solution other than mild soap and water...and contact our doll hospital if you have questions!  One resource we recommend for doll care products is 'Twin Pines of Maine' - visit their website by clicking here.

Dusting-

Many collectors rave about using the miniature keyboard vacuum cleaners available in computer supply or office supply stores...and while you are there, check out the mini-air cans of compressed air (also for cleaning electronic components) - they work wonderfully!