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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

Find the status of your order by:

  • Checking your email: You entered an email address during checkout. We will email this address to keep you up-to-date about the status of your order.
  • Visiting the Toys"R"Us and Babies"R"Us website: Go to our website and click on My Account at the top of any page. If you already have an account, sign in under the Registered Customers section. If you are not a registered customer or if you don't want to sign in, type your order number and ZIP code under the Order Status section. You may view information about your most recent orders (including tracking information), as well as past orders you've placed on Toys"R"Us and Babies"R"Us.
  • Contacting us: If you still have questions about your order, please contact us.

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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.

Ship It Standard Status Messages
Submitted and processing Your order has been submitted and the information you entered during checkout is being processed.
Waiting for Payment Your order using the Pay in Store payment option is awaiting payment before being released for processing and shipment. You have 48 hours after receiving your Order Confirmation email to go to any Toys"R"Us or Babies"R"Us store to pay for your order or it is automatically cancelled.
Cancellation Pending Your cancel request has been submitted, but not yet finalized.
Cancelled Your order has been cancelled.
Product(s) located in stock The item(s) that you selected and submitted with your order during checkout are available, and have been located in our warehouse.
Shipped on: 00/00/0000 The item(s) have shipped from our warehouse and are on their way to the shipping destination you provided during checkout.
Return received on: 00/00/0000.

Return is processing.
We have received the item(s) that you sent to our Return Center.
Credit issued on: 00/00/0000 The item you returned has been processed on the given date , your original order information has been located, and credit has been issued in the original method of payment. Please note: You can expect to receive credit for a returned item within 30 days after we receive the item.


Store Pickup Standard Status Messages
Order Received Your order has been submitted and the information you entered during checkout has been received. You will receive an 'Order Acknowledgement' email.
In Process The store has received and is processing your order
Ready for Store Pickup Your order is ready for pick up and you will receive your 'Ready for Store Pickup' email
Order Completed/Picked up Your order has been picked up and you will receive your 'Order Complete' email.
Cancelled Your order has been cancelled (customer initiated or not picked up within the designated timeframe)


Additional Status Messages
Temporarily Suspended: Please call 1-800-TOYSRUS Your order has not been cancelled, but has been suspended awaiting verification from you. Please note: If you receive this status message, please call the phone number you see as soon as possible for assistance.
Product(s) on hold until release date: 00/00/0000 Your order for a pre-order item(s) has been received on the given date. You will be notified via email when the item(s) is shipped from our warehouse, usually within 24 hours of the manufacturer's release date.
We are unable to cancel your order The time period in which your order could be cancelled may have expired. Your order will continue to process normally.
Cancelled on 00/00/0000 due to missing or invalid order information An error occurred during the order authorization process. Your order was suspended while we first tried to reach you for verification, and has now been cancelled. Please note: Once an order is cancelled it cannot be processed and the order must be placed again on our website in order to proceed.
Cancelled on 00/00/0000 due to missing or invalid payment information Your order has been cancelled due to missing or invalid payment information. Please note: Once an order is cancelled it cannot be processed and must be placed again on our website in order to proceed.

*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 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.

Changing or Canceling Your Order

At this time, we are unable to modify or make changes to an order once it has been submitted.

Only Ship to Home orders with Standard Shipping may be cancelled within 45 minutes of submitting your order. All other orders, including Ship To Home orders with Express or Expedited shipping cannot be cancelled after the order is submitted because they are processed immediately to ensure we meet the expected delivery obligation.

If you are able to cancel your order you will see a "Cancel Order" button when viewing your order in the Track Your Order section of the website (My Account -> Order Status/Tracking -> Track your order). You can also access your order by clicking on the link found in the cancellation information section of your confirmation email. When viewing your order simply click on the button and your order will be cancelled. If you do not see this button, that is an indication that your order is either not eligible for cancellation or it is too far along in processing to be cancelled; it will ship as expected.

Here is an easy reference chart to help determine if your order can be cancelled:

Delivery or Pickup Method Cancellation Window
Ship to Home with Standard Shipping Cancel up to 45 minutes of submitting your order
Ship to Home with Express Shipping Order processes immediately; cancellation not available
Ship to Home with Expedited Shipping
Pay in Store
Ship to Store
Store Pickup
Multiple Pickup Methods


Authorization Process and Holds on Credit and Debit Cards

  • Your credit card/debit card will not be charged if you cancel your order; however you will most likely see an authorization hold on your account.
    • This pending charge is an initial hold that temporarily lowers your available balance.
    • The exact amount of time until funds are cleared is determined by your bank or credit card.
    • If an order is canceled, the authorization hold will expire in accordance with the terms of your bank or financial institution. Please contact your bank or financial institution for further details.
  • 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.

Cancellations on Store Pickup Orders

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

Cancellations on Pay In Store Orders

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.

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