Is every item eligible for pick up? Not all stores and items are available for the Buy online, pick up in store program. You can check each item's availability by looking for the “Eligible for Store Pickup” message on each item detail page.
Can I pick up some items at a store and have some shipped to my home? Of course! No need to place multiple orders. Just be sure to make the appropriate selections either when adding to your shopping cart or during checkout.
Store Pickup orders that include shipment of a Free Gift with Purchase or a Buy “X” Get “Y” Free Offer
Store Pickup Orders placed that include a Free Gift with Purchase or a Buy “X’, Get “Y” Free offer where the ‘Free’ item is shipped, must be picked up at the selected store location before the “Free” item(s) will be shipped from our warehouse. Failure to pick up the order within the 5 day pickup window will result in cancellation of both the Store Pickup order and the free shipping item(s).
All Gift with Purchase and a Buy “X’, Get “Y” Free offers are available only while supplies last. While we will make every effort to ensure that your GWP or Free item(s) are available, due to the timing of your Store Pickup order, Free items may no longer be available for shipping
Can I select multiple pick up stores in one order? Yes, you can! Simply select the appropriate store locations for each item you add to cart and your order will be processed accordingly. Just remember that you will be required to pick up the order at each location selected. Additionally, some items might have limits or restrictions that will preclude you from buying in multiple locations.
Do I pay online or in store? Your credit card and/or gift card will be charged online. For more information, Click here.
Can I change the store once I've selected it? If, during the checkout process, you change your mind and decide you want to pick up the item at a different location or ship it instead, you can edit the item in the “How to Get it” section during checkout with just a few simple clicks.
How will I know when to go to the store?You may go to the store after you have received the "Ready for pickup" email. Please do not confuse this with any other email communication about your order such as the order acknowledgement, order status, etc.
Do I need to bring anything to the store when I pick up my order? Yes, you will need the following items when picking up your order:
''Ready for pickup'' email (1 for each store selected).
Valid ID: Driver's License or government-issued ID (where the first and last names match the billing name entered for the order or the Family & Friends Pickup designated recipient. ).
How long will the store hold my order? Your Ready for pickup e-mail will provide you with detail for the number of days in which to pick up your order; typically, this will be 5 days from the receipt of the "Ready for pickup" email. If, after 5* days, your order has not been picked up, your order will be cancelled and a refund will be processed back to original method of payment. *Note: At certain times of the year Toys”R”Us and Babies”R”Us may change the time frame in which you have to pick up your order in order to better accommodate our guests and store associates . Please be sure to check your Ready for pickup email for the exact time frame.
Where do I pick up my order? After receiving your “Ready for pickup” email, go to the store that you selected as your pick up destination. Proceed to the Guest Services area and present the “Ready for pickup” email along with your valid ID and the credit card used to pay for the order. The store associate will retrieve your order and complete your transaction.
Can I have someone pick up my order for me (Family & Friends Pickup!)? Absolutely! If you would like someone else, other than yourself, to pick up your order, simply use the “Family & Friends Pickup!” option when completing your order online. It’s important to note that whomever you select to pick up the order will be the only person, aside from you, who will be able to do so. They will need to provide valid ID at the time of pick up to confirm they are the designated recipient.
How do I cancel or return my purchase? To cancel an order placed for pick up, contact our Customer Service Specialists for assistance at 1-800-TOYSRUS (800-869-7787).
Are there any restrictions? There are a few restrictions you should be aware of:
Only the designated recipient or the individual that placed the order may pick the order up, no exceptions
You, or your designated recipient, will not be allowed to pick up your order without the 'Ready for pickup'' email and your a valid ID.
Pre-ordered items are not eligible for Store Pickup
Click here for the Return policy for Store Pickup and Family and Friends Pickup! purchases.