Frequently Asked Questions

The following frequently asked questions address some of the most common questions we receive regarding VTech, product information, and toy maintenance and troubleshooting. Click on a question to reveal the answer. If you do not find the answer you are searching for, please feel free to contact us.


  1. Do you have a toll free number?

    You can reach our Consumer Services Department in the United States at 800.521.2010, Monday thru Friday, 8:00 AM to 4:30 PM, Central Standard Time.

    You can reach our Consumer Services Department in Canada at 877.352.8697, Monday thru Friday, 8:30 AM to 5:00 PM, Central Standard Time.

  2. Do you ship outside of the United States?

    No, we are sorry that we cannot ship outside of the United States. Please visit our corporate website at www.vtech.com for information on VTech offices in your country.

  3. How can my children become "toy testers" for your products?

    Thank you for your offer; however, our toy testing is done in our local area and through various official toy-testing programs.

  4. How can my child become a model for your products?

    Thank you for your interest; however, we work exclusively and directly with advertising agencies. We suggest you contact an agency in your area for further information.

  5. I would like information on the purchase of VTech stock.

    VTech is a publicly traded company; however, VTech Holdings LTD is traded only on the London (UK) Stock Exchange and the Hong Kong (HK) Stock Exchange. Stock may be purchased as an ADR (American Depository Receipt). The ADR's can be found under what some might call the "Pink Sheets" on the OTC. VTech is sponsored by the Bank of New York. One (1) ADR is equal to ten (10) shares of VTech stock. Listed below are some of the symbols needed:

    • HK=303
    • UK=vth.l
    • US=vtky

  6. How can I get a current VTech annual report?

    Annual reports are available on our corporate website at www.vtech.com.

  7. Do you design or manufacture products for children with special needs?

    We suggest you contact the National Lekotek Center at 800.366.PLAY or www.lekotek.org. They publish a guide, usually available at Toys R Us stores, with toys that they have been evaluated for children with disabilities that include Down's syndrome, cerebral palsy, sight or hearing loss, mental retardation, or other chronic conditions.

    You can also receive the "Let's Play, A Guide to Toys for Children with Special Needs" at the Toy Industry Association website at www.toy-tia.org.

  8. I have a great idea for a new toy or for a way to improve one of VTech's toys. Can I send you my idea?

    We are sorry to advise you that we cannot accept or consider unsolicited disclosures of proposed inventions, ideas, or concepts. We suggest that you visit the Toy Industry Associations website at www.toy-tia.org for information about designing new toys.

VTech Product Information:

  1. Can you send me a catalog?

    At the present time we do not publish a product catalog. You can view our entire current product line on our website at www.vtechkids.com. You can sign up for Club VTech and receive notification of new products and promotions as they become available.

  2. Do VTech toys meet safety requirements?

    All VTech toys are sent to independent safety testing labs before they are brought to market to be sure they meet or exceed all of the safety requirements of the American Society of Testing and Materials, EN71, Standard F963 as required by the Consumer Product Safety Commission in the United States and the Canadian Hazardous Products Regulations.

  3. I lost a part for my product. Can I order a replacement part from you?

    Yes—replacement parts are now available through our website. These parts are free; however, there will be a shipping charge.

    Please visit the Replacement Parts section of our site and follow the instructions to locate the part you need.

  4. Can you help me find a product that is not shown on your website?

    We are sorry that we are unable to list every product that has ever been made by VTech. If it is not currently listed on our website, it is probably retired from our line and no longer being manufactured.

    If it was recently retired from our line, you may still be able to find it at some retailers that carry our products such as Wal-Mart, Toys R Us, K-Mart, Target, or Kay Bee. If it has been retired for a longer time, it may only be available through the secondary market. You can check online auction sites like e-Bay.

  5. I have lost the instruction manual for my product. How can I replace it?

    Instruction manuals for many of our products are now available to download at no charge from our website. Please click here to go to the Product Manuals page on our website. If you do not find your product listed here, please email vtechkids@vtechkids.com for more information.

  6. None of the retailers in my area carry the VTech product that I am looking for. Can I purchase directly from you?

    You can purchase select VTech products right here online. When browsing our product catalog, simply click the “BUY NOW” button when available and this will start the checkout process.

  7. Are gift boxes available for my new VTech product?

    Unfortunately, we do not have an inventory of gift boxes for our products.

  8. Can you send me some coupons for VTech products?

    At the present time, VTech does not have a coupon program in place; however, if you join Club VTech, you will receive information about any special offers we may have in the future. Click here to join.

  9. Do you offer coupons or product discounts for families with multiple births?

    At the present time, VTech does not have a program for families experiencing multiple births.

Maintenance And Troubleshooting:

  1. Why don't you recommend using rechargeable batteries in VTech products?

    Rechargeable batteries do not supply the same voltage when fully charged as standard batteries do when new. Also, the design of the + (positive) end of a rechargeable battery may be slightly different than that of a standard battery and may not make the correct contact with the battery terminals.

  2. My VTech product no longer works. How can I get it repaired?

    First, be sure that you have replaced the old batteries with fresh ones (we do not recommend rechargeable batteries in our products).

    Second, if your product has a “Reset” button, try using that.

    Third, try removing all of the batteries and holding down the "ON" button for about 45 seconds. Then replace the batteries (be sure they are fresh) and try your product again.

    If your product still does not work properly, please contact our Consumer Services Department at 800.521.2010 in the U.S. and 877.352.8697 in Canada. They will be able to issue a return authorization and advise you of any replacement/repair fees. Please do not return any merchandise to us without a return authorization. Consumer Services hours in the U.S. are Monday thru Friday, 8:00 AM to 4:30 PM, Central Standard Time and in Canada, Monday thru Friday, 8:30 AM to 5:00 PM, Central Standard Time.

  3. I have a ClassMaster Notebook, and I did not receive an instruction manual with it.

    The instruction manual for this product is included on the CD Rom. After you have loaded the desktop software program onto your PC, click on “Start,” then “Programs,” then “ClassMaster Notebook,” and then “User Manual.”

  4. How do I remove the legs from Smarty's Workshop?

    Turn Smarty over. On the bottom of the workbench, there is a slot next to each leg. Insert a screwdriver into the slot and push the screwdriver away from the leg. This will release the leg, and you will be able to pull it out.

  5. How can I get support for my VTech cordless phone?

    You can contact our cordless phone division at 800.595.9511 or visit the website at www.vtechphones.com.