Toys"R"Us/Babies"R"Us : Help Desk To Top
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Online Help

I have a question about an order I placed



I would like to confirm that my order was placed

We typically send an operational email that advises you that we are in receipt of your order and that your order will begin processing soon. It's a safe bet, that if you have not received this email, your order was not placed. To be 100% certain, please click on the "Contact Us" box at the bottom, and you can send our customer service team an email requesting confirmation.


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I would like to know when my order will ship

Finding out when you order will ship is simple! Please refer to the chart below to determine your ship date!

* Please check the product detail page for processing time, as processing times differ by item. This information is located in the Buy Online box and begins with "usually leaves warehouse in..."


  Processing Time   Shipping Time

Standard Shipping
Number of Business Days
1 2 3 4 5 6 7 8 9  
      Typically arrives in 3-8 business days

Expedited Shipping
Number of Business Days
1 2 3 4 5 6 7 8 9  
      Typically arrives in 3 business days

Express Shipping
Number of Business Days
1 2 3 4 5 6 7 8 9  
      Typically arrives in 2 business days

Note:

  • Orders received after 12:00 pm EST in the distribution system, will begin processing the following business day.
  • Delivery time for oversized items differ slightly from the above options. Please refer to our Oversized Items section for details.
  • Delivery times for pre-order Items are based upon the manufacturer's release dates. Please refer to our Delivery Date for Pre-Order Items for details.

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I would like to know when my order will arrive

For selected 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.

The delivery time for your order depends on the shipping method you select. We offer several different shipping methods. The choices available depend on...

    1) The item(s) purchased
    2) The in-stock availability of the product
    3) The destination address.

Each shipping method has its own restrictions and charges that will be applied to your order, and are based upon a simple calculation of order processing time and actual shipping time in business days. Please note that business days are Monday through Friday, excluding Federal holidays within the United States.

Calculating estimated shipping dates is based on several factors, including your destination address and how quickly we can obtain and assemble items for your shipment (the "usually ships within" time is listed on a product's detail page to help you gauge how quickly we can ship your order out).

To calculate your delivery estimate, simply take the time called out in the "Availability" section on the product detail page ("Usually leaves warehouse in..." or what we refer to as "Processing Time") and add the time it takes a package to travel from our facilities to your destination address, based on the shipping method you've selected. Please note that orders for multiple items or multiple copies of a single item may take longer to assemble before we're able to ship them to you.

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I would like to change or cancel my 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.

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I received my order but need to return it

Sorry to hear that you need to return your order. Please follow the simple steps below for returning online, or in-store. Please note that not all online items are eligible for in-store returns. If you choose to return your order in-store, we encourage you to check with your store management team to determine the eligibility of your return.

Toys"R"Us & Babies"R"Us Online Return Policy

Return Policy

  • Toys"R"Us & Babies"R"Us online purchases may be returned within 30 days. Items should be returned in unopened or original condition, with a copy of the packing slip, to our Return Center.
  • A refund of the price of the item and any applicable taxes will be issued in the original form of payment used to purchase the item. Please note that this also applies to items received as gifts. If you return a gift, the purchaser will receive a refund in the original form of payment they used to make the purchase.
  • Shipping costs will not be refunded unless the item is being returned because it is damaged or defective. If you are returning an item because it is damaged or defective, please click here for additional details.

Instructions

Please follow the instructions below when packing and sending your product for return. It's important to note that the instructions below must be followed in order to allow us the opportunity to process your return.

  1. Send the item in its original packaging.
  2. Pack the item carefully so that it will not be damaged during the shipping process.
  3. Include a copy of the packing slip. We will not be able to process a return for any shipment received without a packing slip.
  4. Use a secure shipping method to send the item so that it can be tracked. For example, if you are sending it through the United States Postal Service, please send it via certified mail. We are not responsible for items lost during shipping, and cannot process your return until the item is received.
  5. Unless a different return address is specified on your packing slip, all returns should be sent to the following address:

         Toysrus.com Return Center
         2829 Rohr Road
         Groveport, OH 43125

Toys"R"Us In-Store Return Policy

Toys"R"Us will gladly accept returns made within 90 days of the purchase date for most items. Items excluded from this policy are video games, accessories, and systems; computer software, VHS cassettes; DVDs; music; electronics; radio-control items; trading cards; collectibles; consumer electronics and select wheels and outdoor equipment/items. See below for our return policy for the items listed above when accompanied by a receipt.

Please follow these easy steps when returning an item:

  1. Be sure to bring your dated purchase receipt.
    Receipts will help us process your return quickly and fairly. For your convenience, we also offer gift receipts. We will not accept any returns or exchanges without a receipt.
  2. Please keep all packaging and accessories.
    Please bring all original packaging, accessories, and instruction manuals that came with the item you are returning back to the store.
  3. Please return items within the appropriate time period.
    We will be happy to exchange items within 90 days from the date of purchase, or offer you a refund in the form of merchandise credit as long as the items are accompanied by a dated receipt.

    We will accept returns of the following items within 45 days from the date of purchase: video games, accessories, and systems; computer software; VHS cassettes; DVDs; music; electronics; radio-control items; trading cards; collectibles and consumer electronics.

Return Guidelines for Video Games, Accessories, and Systems/Computer Software/VHS Cassettes/DVDs/Music/Electronics/Radio-Control Items/Trading Cards/Collectibles/ Consumer Electronics

We will accept returns of the following items within 45 days from the date of purchase: video games, accessories, and systems; computer software; VHS cassettes; DVDs; music; electronics; radio-control items; trading cards; collectibles and consumer electronics .The original, dated receipt is required for a refund or exchange, and the item must be returned in its unopened and factory-sealed package. If the item has been opened, it can only be exchanged for an identical item. Refunds and exchanges will not be given without a dated receipt.

Return Guidelines for Select Wheel and Outdoor Equipment/Items

We will not accept returns on some opened items purchased from our pool and water slide category; specifically from the following manufacturers; General Foam, Intex, Little Tikes and Manley. For the convenience of our customers, these manufacturers have set up toll free customer service lines to handle all questions, problems and defective merchandise.

  • General Foam 1-800-434-6178
  • Intex 1-800-234-6839
  • Little Tikes 1-800-321-0183 (Please select option 1)
  • Manley 1/800-434-6178

If you have further questions about our return policy, please speak to a member of the management team in our stores, or call 1-800-ToysRUs (1-800-869-7787). We will be happy to assist you.

Babies "R" Us In-Store Return Policy

The Babies "R" Us return policy makes exchanging gifts easy. Simply return the item within 90 days from the date of purchase (45 days for VHS/DVD returns) with the receipt or gift receipt, and we will gladly help you choose an alternative item or issue store credit. If you don't have your receipt, in most cases Babies "R" Us stores can verify purchases made within the last 90 days made via credit card or when made from a baby registry.

TO RETURN AN ITEM WITH THE RECEIPT:
Simply follow these easy steps:

  1. Be sure to bring your dated purchase receipt.
    Receipts will help us process your return quickly and fairly. For your convenience, we also offer gift receipts.
  2. Please keep all packaging and accessories.
    Please bring all original packaging, accessories, and instruction manuals that came with the item you are returning back to the store.
  3. Please return items within the appropriate time period.
    We will be happy to exchange most items within 90 days from the date of purchase, or offer you a refund in the form of merchandise credit. Please note that VHS/DVD returns should be returned within 45 days from the date of purchase.

TO RETURN AN ITEM WITHOUT THE RECEIPT:
Some items may be returned without a receipt, but please keep the following in mind:

  1. In most cases we can verify purchases made within the last 90 days via credit card or if the purchase was made from a baby registry and will issue a credit to the credit card used to make the purchase or in the form of a store credit for gift purchases from a baby registry.
  2. We do reserve the right to refuse a refund without a receipt.
  3. For a non-receipted refund, you will need valid identification. Valid forms of identification accepted at Babies"R"Us include:
    • Driver's License
    • State ID
    • Military ID
    • Passport
    • Resident Alien ID
  4. We will give you store credit. We cannot exchange items without a receipt, but we will give you store credit that can be used toward future purchases.
  5. You will receive store credit for the lowest price of the item in the last 30 days. The amount of the store credit issued will be the lowest promotional price of the item within the last 30 days.
  6. A special notice for customers in Connecticut, Massachusetts and Rhode Island:
    Customers returning items purchased in these states without a receipt will not receive any credit for sales tax.

Return Guidelines for VHS/DVD Items
VHS and DVD items can be returned within 45 days of the purchase date. The original, dated receipt is required for a refund or exchange, and the item must be returned in its unopened, factory-sealed package. If the item has been opened, it can only be exchanged for an identical item. Refunds and exchanges will not be given without a dated receipt.

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I received my order but the item(s) is damaged

Sorry to hear about that... To return a damaged or defective item, please contact our customer service team by phone at 1-800-ToysRUs (1-800-869-7787) or 1-888-BabyRUs (1-888-222-9787). Our customer service team will provide you with a prepaid return shipping label and pickup instructions. Once we receive the item, you will be refunded the price of the item as well as any applicable taxes and shipping costs. Refunds will be issued in the original form of payment used to purchase the item. Please note that in order to receive a refund for the shipping cost of the item; you must contact our customer service team before returning the item to us. Or if you prefer to email us, please select the, "Contact Us" button below and you will be requested to fill out an email form. A Customer Service Specialist will personally respond to your question within 24 hours.

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I have a question relating to a topic other than what is above

If none of the questions above meets your needs, please select the, "Contact Us" button below and you will be taken to our email form. Simply fill the form out and a Customer Service Specialist will personally respond to your question within 24 hours.

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