Online Help

Tracking Your Order

When can you track your order?

Tracking numbers are assigned to packages at our warehouse almost immediately, and appear in the "Order Status / Tracking" area of our website with your order information. However, it may take up to 48 hours or longer before the package is checked into the carrier's tracking system. Please note that this means even though your package has left our warehouse, the carrier may not be able to provide any information about your package for up to 48 hours or more.

Orders placed on the Toys"R"Us and Babies"R"Us website may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the 'How to get it' method you selected during checkout, and the carrier that is delivering your item(s).

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, "Order Status / Tracking" on the Toys"R"Us and Babies"R"Us website will not offer tracking information, but will still offer order status and other details. Please read the information below to learn the difference between tracking information and order status.

You can track your Store Pickup order within 15 minutes after it is submitted, in the "Order Status / Tracking" area of our website with your order information. Store Pickup orders are typically ready for pickup within 2 hours, but orders placed near or outside store hours may require additional processing time. Please follow the instructions provided on your confirmation page for next steps.

If you have selected our Pay In Store payment option you will not receive a tracking number until we have received your payment in full and your order has shipped. You will have 48 hours in which to visit any U.S. Toys"R"Us and Babies"R"Us store and make your payment, and then your order will be released for shipping.

Please read the information below to learn the difference between tracking information and order status.

How is order status different from tracking information?
Your Order Status is supplied by Toys"R"Us and Babies"R"Us, and represents what is happening with your order between the time you place it and the time it ships from our warehouse. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide Tracking Information which will allow you to keep track of your order from the time it leaves our warehouse to the time it reaches its destination*. The tracking information is accessible from "Order Status / Tracking" on our website when it becomes available.

*Carrier-provided tracking information may not be available for up to 48 hours after a product is shipped from our warehouse.

Finding Your Order Status

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Order Status

You can check the status of your most recent orders by visiting our "Order Status / Tracking" page. This is the easiest and fastest way to get the most current information regarding your order(s). For "Ship It" items, please allow up to one hour for your order information to be updated in our systems. Store Pickup items will display tracking information within 15 minutes after your order is placed. Order status will also be communicated via order emails.

When you click on My Account, you'll be prompted to sign in with your email address and password. After you sign in, click on Order Status. An order summary page will provide you with detailed information about your current order or past orders you've placed on the Toys"R"Us and Babies"R"Us website. After your order is shipped a tracking number, if available, will be displayed. Depending on the method of shipment and the carrier, you can click on the tracking number to view the delivery status of your order. A shipping carrier may not have the ability to provide a tracking number for up to 48 business hours.

View more information about tracking your order.

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Order Status Glossary

Understanding the Status of Your Order

The status of your order is available on the Order Status page almost immediately after you place an order. Your order status is automatically updated each time your order moves a step further in the process. For Ship It items, please allow up to one hour for your order information to be updated in our system. Store Pickup items will display tracking information within 15 minutes after your order is placed.

Some orders may contain items that ship separately by different carriers and/or shipping methods. You will be able to view the status of each of the items in your order, even if they are shipped separately or Store Pickup was selected.

How is order status different from tracking information?

Your Order Status is supplied by Toys"R"Us and Babies"R"Us, and represents what is happening with your order between the time you place it and the time it ships from our warehouse or is ready for pick up. Once your order leaves our warehouse, it is handled by a carrier (such as FedEx, USPS or UPS) that may provide Tracking Information which will allow you to keep track of your order from the time it leaves our warehouse to the time it reaches its destination*. The tracking information is accessible from "Order Status / Tracking" on our website when it becomes available.

*Carrier-provided tracking information may not be available for up to 48 hours after a product is shipped from our warehouse.

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Emails About Your Order

After you place your order, you will receive emails about your order status. Below are some examples of emails you might receive:

• Order Acknowledgment. This email acknowledges that we have received your order, which includes Store Pickup items. Keep this email for your records and refer to it for next steps.
• Order Confirmation. This email confirms that we have received your order, and includes your order number. We recommend that you keep this email for your records. Order Confirmation will be sent for 'Ship It' items only. For Pay in Store orders, your order confirmation will contain a barcode and receipt of this will be your indication that you should go a Toys”R”Us or Babies”R”Us store to pay for your order.
• Payment Acknowledgement. This email confirms receipt of your Pay in Store payment and release of your order for processing and shipment.
• You Have Cancelled Your Order. This email confirms that your order has been cancelled at your request. Keep this email for your records.
• Order Cancelled. Store Pickup orders will automatically be cancelled if not picked up within the designated timeframe shown in the 'Ready for Store Pickup' email. If you are unable to meet the timeframe, the order will be cancelled and you will receive the Order Cancelled email.
• Unable to Process Your Cancel Request. This email is sent when we are unable to process your cancel request. This email will be sent for 'Ship It' items only.
• Distribution Center Confirmation. This email confirms inventory is available and item is being shipped from our warehouse to your selected Ship to Store pickup location. This is not an indication that you should go to the store to pick up your order, it is simply letting you know that your order is on its way to your selected store.
• Shipment Confirmation. This email confirms that your order, or part of your order, has been shipped. If any items in your order were shipped separately, you will receive an email confirming the shipment of each item. The arrival time of your order depends on the shipping method selected, the item itself, and the destination address specified for the item.
• Ready for Store Pickup. This email confirms that your order, or part of your order is ready for pick up at your desired store location(s). You will receive one 'Ready for Store Pickup' email per store pickup location selected on your order.
• Important Notice About Your Order. There are a few reasons why you would receive this email, including: difficulty in processing your order, inability to ship your item(s) to the address provided, or cancellation of order. Should you receive a notice like this, please call our Customer Service Team at 1-800-TOYSRUS immediately for assistance.
• Store Pickup Reminder. This email is sent as a reminder that your order is waiting for you at the store and it will be cancelled if not picked up within the designated timeframe.
• Store Pickup Order Completed. This email is an indicator that you have picked up your order at the store.

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Delivery of Your Items

The delivery date of your order depends on when the order leaves our warehouse, the destination address for the item, and the shipping method.

For select items, we offer an Estimated Delivery Date during checkout. An Estimated Delivery Date is a calculation of several factors, including item availability, processing time in our warehouse, the shipping method you select and the shipping destination. When we can accurately calculate Estimated Delivery Dates, we'll provide them to you during checkout, as well as in your Order Confirmation email and in the My Account section on the website. Please note that Estimated Delivery Dates are estimates only, and are not guaranteed. Also, if using our Pay in Store payment option, shipping is dependent upon your payment in full at the store. A good rule of thumb is to add 2 additional days if using that option.

Please keep in mind that business days are Monday thru Friday, excluding federal holidays within the United States. You can read more about delivery times and shipping options on our Shipping Methods and Costs page.

When your order is delivered, you should immediately inspect the carton for any potential damage that may have occurred during shipment. Carefully inspect the packaging, as well as the contents of the package. It is normal for the carton to show some wear; however, if damage did occur follow these steps:

• Accept the package, but make a note of the damage on the shipping receipt, sign and date it. The delivery person should also sign the slip and leave a copy for your records. Contact our Customer Service Team immediately by calling 1-800-TOYSRUS. Please have your order number available when you call.
• If there is extensive damage to the carton, refuse the order and contact our Customer Service Team immediately by calling 1-800-TOYSRUS. Please have your order number available when you call.

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Changing or Canceling Your Order

Cancellations Due to Order Processing Difficulties
Occasionally, orders or parts of an order are cancelled by our system for various reasons. Some reasons are:

• The item(s) are not available.
• Your payment information could not be verified.
• The shipping address could not be verified.

If your order is cancelled, you will receive an important notice regarding your order via email, which will explain the reason for the cancellation. You will not be billed for any cancelled items.

Canceling Your Order

After you have clicked "Send My Order," you may be able to cancel your entire order. Please note that this only applies to Ship It orders, as Store Pickup orders and Pay in Store orders cannot be cancelled using this option. To cancel your order, simply click on the link in your Order Confirmation email, or click on the Track My Order link on the website to view your order. If your order can be cancelled, you will see a "Cancel Order" button beside the order.

Please note you have a limited amount of time in which to cancel your order, as our system is designed to fill orders and get them on their way as quickly as possible. At this time, you are unable to cancel or change part of your order. You must cancel the entire order.

Your credit card will not be charged if you cancel an order, however if you used a Gift Card to pay for your order, you may not receive credit back for a time period of up to 3 to 5 business days. You will receive an email confirming credit back to your form of tender once we are able to reissue credit. We apologize for any inconvenience this may cause.

Please note that Store Pickup orders will automatically be cancelled if not picked up within the designated timeframe shown in the 'Ready for Store Pickup' email. You will receive a 'Store Pickup Reminder' email prior to the cancellation. If you are unable to meet the timeframe, the order will be cancelled and you will receive an Order Cancelled email and credit back to your form of tender

Please note that Pay in Store orders will automatically be cancelled if not paid for within 48 hours of receiving your Order Confirmation email. If you are unable to meet the timeframe, the order will be cancelled and you will receive an Order Cancelled email. You will not have been charged for anything as the order was not paid for.

Please contact us immediately at 1-800-TOYSRUS if you wish to cancel your order for the following reasons:

• One or more products in your order become unavailable (You may cancel only the unavailable products).
• We are unable to process your payment information.
• If Store Pickup was requested for the unavailable item you will receive an e-mail that the item you ordered was unavailable. Toys R Us will automatically remove/cancel this item from your order. If you would like to have the item shipped you can check item availability on our website to place a separate order or contact 1-800-TOYSRUS.

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