Toys"R"Us/Babies"R"Us : Help Desk To Top
Cart 0

Online Help

Buyer Protection Plan


Let's face it, kids will be kids. When it comes to playing with toys and games, kids enjoy them with a carefree attitude - as they should! That's why we're here to take away any worry.

Our best-in-class Service and Replacement plans ensure you're covered if your protected product fails unexpectedly.

Benefits

We make it easy to protect your products so that you have time to enjoy them! Just take a look at our hassle-free service:

  • Only 1 phone call for all replacements and repairs. You can call 24 hours a day, 7 days a week
  • No out-of-pocket expenses for protected product repairs or replacements
  • Convenient "R"Us Gift Card reimbursement on replacement plans
  • Repairs made through our nationwide network of professional service providers
  • Transferable coverage at no additional fee for easy gift-giving
  • No lemon policy for products and plans eligible for this benefit

Coverage

We offer a number of coverage benefits. Here's a breakdown of what our coverage includes:

  • Mechanical and electrical breakdowns
  • Failures from normal wear and tear
  • Damage caused by power surges
  • Defects in materials and workmanship
  • Accidental Damage from Handling (ADH) on select eligible items*
  • Replacement Plans available on all eligible items under $300
  • Service Plans available on all eligible items $300 and above
  • Shipping included in the event of a product failure
  • And more!

*For details, click here to view Terms & Conditions.

Purchasing a Plan

It's easy to purchase a plan! To get started, simply follow the steps below:

  1. You will know if the item is eligible for a plan when you see the plan options displayed below the "Add to Cart" button on the product page.
  2. Click on the plan you wish to purchase.
  3. Click "Add to Cart"

The item and the plan will be added to your cart!

Note: You will not be charged for your Buyer Protection Plan until your order has shipped.

Removing a Plan

If you'd like to remove a Buyer Protection Plan after you have added it to your Cart, you must remove the covered item as well. If you would still like to purchase that item - without the plan - simply add it to your Cart again.

Emails About Your Plan

Immediately after placing your order, you will receive an acknowledgement email confirming your purchase. (the Buyer Protection Plan will not be listed on the order acknowledgment).

A second order confirmation email will be sent that will include both the details of the items you purchased as well as the Buyer Protection Plan.

Finally, you will receive a shipping confirmation for your Buyer Protection plan specifically where you will be able to review the details of you plan.

Eligible Products for Coverage:

Most of the items on our site qualify for Buyer Protection Plans.

Covered products include:

Video Games
Handheld**
•Software and Electronics
Game Consoles**
Electronics
MP3 Players/iPods**
GPS Devices**
•CD/DVD Players
Digital Cameras**
Digital Frames**
•Clock Radios/Boomboxes
•Karaoke
•Keyboards
Pre-Paid Cellular Phones**
•iPod Docking Systems
•DVD Movies
Learning
•LeapFrog
•V-tech
Outdoor
•Bicycles
•Power Wheels
•Swing Sets
•Skates/Skateboards
•Wagons/Pedal Cars
Baby Items
•Baby Strollers & Swings
•Breast Pumps
•Car Seats
•Mobiles
•Sterilizers
Toys
•Radio Control Cars
•Electronic Musical Instruments
and much more!

**These products qualify for Accidental Damage from Handling (ADH) coverage. For details, click here to view Terms & Conditions.

Plan Specifics

We offer 4 different Buyer Protection Plans, based on the price of the product you'd like to protect. You can choose from a Replacement Plan or a Service Plan:

Service and Replacement Plans for non-portable products: The term and coverage of these plans begin immediately following the expiration of the manufacturer's labor warranty and remains in effect for the term indicated on your sales receipt. In the event that a product is unable to be serviced and/or replaced, reimbursements made are in the form of "R"Us Gift Cards.*

Service and Replacement Plans for portable products: These plans begin on the date of purchase and are inclusive of the manufacturer's warranty. Except for power surge and ADH coverage, for those products that are eligible for this coverage, which begins on your date of purchase, all other coverages begin upon the expiration of the manufacturer's warranty. After the manufacturer's warranty expires, the Plan continues to provide some of the manufacturer's benefits as well as certain additional benefits.*

* Limitations and exclusions apply. To view full plan details, click here for Terms & Conditions.
† Video Game Bundles plan only covers what is in the original box. Additional protection on other accessories is sold separately.

Terms & Conditions

For a full list of all the Terms & Conditions for the Buyer Protection Plan, please click here.

FAQs

At what point will I be charged for my selected Buyer Protection Plan?
You will be charged for your Buyer Protection Plan once your covered item(s) has shipped.

Will the price of my Buyer Protection Plan be altered if I apply a promotional code to the item I'd like to protect?
The price of your plan is based on the original retail price of the item you'd like to purchase. Applying discounts or promotional codes will not reduce the purchase price of your plan.

What if I no longer want to purchase the Buyer Protection Plan I selected for an item?
If you haven't proceeded through checkout and the item is still in your Shopping Cart, simply delete the item from your cart. By doing so, both the item and the Buyer Protection Plan will be removed. If you'd still like to purchase that item, simply add it to your cart again.

If you have already purchased the item and the Buyer Protection Plan, and are within our 30 day return policy, please contact customer service for assistance at 1-800-ToysRUs (1-800-869-7787).

Why don't I see anything about my Buyer Protection Plan in the order acknowledgement email I just received?
Your Buyer Protection Plan details will show up in your order confirmation email, which comes after your order acknowledgement email.

I just received my order, but I don't see anything regarding the Buyer Protection Plan I purchased. Is something missing?
Our Buyer Protection Plans are sent to you electronically, so be sure to check your inbox for an Electronic Buyer Protection Plan Fulfillment email. If you did not receive such an email, please contact our Guest Service Team at 1-800-TOYSRUS (869-7787) for further assistance.

Can I return a Buyer Protection Plan?
Not a problem! If you have already purchased the item and the Buyer Protection Plan, and are within our 30 day return policy, please contact customer service for assistance at 1-800-ToysRUs (1-800-869-7787). If after 30 days, please contact N.E.W. toll free at 1-866-212-1975.

How do I file a claim?
It's easy! Simply follow the steps below:
Have your order number and your Electronic Buyer Protection Plan Fulfillment email handy as you may need to refer to it during your call.

  1. Go online or call N.E.W. 24 hours a day, 7 days a week at 1-866-212-1975.
  2. Tell the NEW representative which product needs service and the nature of the problem.
  3. You must call N.E.W. prior to having service, as all repairs must be authorized in advance.

How can I find out if an item is eligible for a Buyer Protection Plan?
If an item is eligible for a plan, there will be a Buyer Protection Plan option below the "Add to Cart" button on the product detail page. Then, simply select the plan that best suits your needs.

What if I'd like to include a Buyer Protection Plan as part of a gift item?
No problem! If you purchase a Buyer Protection Plan for a gift item, the plan will be registered to the gift recipient. Our Buyer Protection Plans are fulfilled electronically so you, the purchaser, will receive the Buyer Protection Fulfillment email. Once you get this email, you'll need to forward it on to the gift recipient. This email should be kept in their records as they will need to reference it in the event they need to file a claim. Please note that the item on the plan has shipped but may not have arrived at its final destination, so please take care if forwarding this email if the gift is intended as a surprise.

Can I add a Buyer Protection Plan to an item on my Wish List or baby registry?
At this time, you cannot add a Buyer Protection Plan to items on your Wish List or baby registry. For example, if you register for a product with a Buyer Protection Plan, only the item - not the plan - will be successfully added.

How do your plans work?
We offer 4 different plans, based on the price of the product you'd like to protect. Products with an original purchase price less than $300 are eligible for one of the Replacement Plans. Products with an original purchase price of $300 or more are eligible for one of the Service Plans.

Do I have to purchase a Buyer Protection Plan at the same time I purchase an item?
Yes, you must purchase the item and the plan at the same time. You cannot purchase the Buyer Protection Plan at a later date.

How can I purchase 2 of the same item, both with the same Buyer Protection Plan?
It's easy! Simply select a Buyer Protection Plan on the product detail page and change the item quantity to "2." The Buyer Protection Plan will then be automatically doubled in your Cart.

Can I purchase 2 of the same item - one with and one without a Buyer Protection Plan?
Sure! Simply add each item separately to your Cart. By doing so, you can choose a Buyer Protection Plan only for the item you'd like to cover.

I purchased a plan, but misplaced the email that came with the order. Who do I contact to file a claim?
Simply call the Toysrus.com Customer Service team at 1-800-ToysRUs (1-800-869-7787), explain that you misplaced your Buyer Protection Plan electronic fulfillment email and ask that they resend you a copy. Once you have the email replaced, all you need to do is contact N.E.W. at 1-866-212-1975 and a NEW representative will assist you further. For your convenience, both Toys"R"Us and NEW customer service teams are available 24 hours a day, 7 days a week.

How do I add a Buyer Protection Plan to my order?
It's easy to purchase a plan! To get started, simply follow the steps below:

  1. You will know if the item is eligible for a plan when you see the plan options displayed for you just below the "Add to Cart" button.
  2. Click the plan you wish to purchase
  3. Click "Add to Cart"

The item and the plan will be added to your cart!

Note: You will not be charged for your Buyer Protection Plan until your order has shipped.

I just ordered a video game console but forgot to add a Buyer Protection Plan. How can I add a plan to my order?
If you have already completed the checkout process and submitted your order, you cannot purchase a plan for the item.

However, if you have not proceeded through checkout, simply select the plan of your choice from the options provided to you just below the "Add to Cart" button and then click "Add to Cart". Both the item and the plan will be in your cart.

Who is N.E.W. and how are they involved with my Buyer Protection Plan?
We have partnered with N.E.W. to provide you the best in Buyer Protection Plans. N.E.W. provides full service and support for all of our offered plans. Any additional questions, please contact N.E.W. at 1-866-212-1975.


 BACK TO TOP