Help center

Help center

Orders

Unfortunately, no you cannot change or cancel your order. You can:
  • Refuse package (full return inclusive of shipping and handling)
  • Issue return for merchandise refund only
Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier's website. By clicking the link, you will be able to check the status of your order once it's in transit.

If you cannot find your email, you can also find your order by clicking here. In the check order section, you will be able to track you order using the following information:
  • Customer Order #
  • Billing Zip Code
  • Email Address
Note: It may take 24-48 hours for your tracking information to reflect details on the carrier’s website.
Price adjustments can only be made within 10 days of your purchase and only if the original purchase was made without a promotion code applied. Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.
  • You will be refunded the difference in price to your original form of payment.
If you would like to request a price adjustment, please click here

Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.
Looking for warranty information on a product you purchased at Toys“R”Us? Please contact us here here.

Please include:
  • Email address
  • First and Last Name
  • Daytime Phone Number
  • Product Detail information
  • Purchase Date
  • SKU or UPC codes
  • Order Number
We apologize if your item arrived incomplete, damaged, broken, missing components, or defective. You will have 30 days, from the day of delivery, to notify us if you did not receive your merchandise, if your merchandise was wrong, or if the merchandise was missing pieces or parts. Contact us here for assistance.

Please include:
  • Email address
  • First and Last Name
  • Phone Number
  • Detailed explanation of the issue or concern with your order
  • Order Number
We apologize if your item arrived damaged, broken, or defective.

Contact us here for assistance with this issue. For more info on returns, here’s our return policy.

Macy's partnered with WHP Global, parent company of Toys“R”Us, to bring the beloved brand back to shoppers across America. Through this partnership, Macy's is powering online fulfillment for ToysRUs.com.
We make every effort to ship your items together, but there will be times when we may have to divide your order into multiple shipments. Common reasons for this include:
  • Availability of items ordered
  • Order item(s) are shipping from different fulfillment centers
  • Order item(s) are shipping directly from the vendor
Note: When we divide an order into multiple shipments, you won't be charged any additional fees. We divide the shipping cost provided at Checkout across the multiple shipments when your order is charged, and you won't be charged until your order ships. Also, the original authorization hold will remain until all shipments have been completed.
When you place an order, we put an authorization hold on your credit card in the amount of your order. This hold secures the funds and is not charged until your order ships.

If your order is canceled for any reason, Toys“R”Us will send an authorization reversal to your bank.

The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary.

Shipping

Free Shipping with a minimum $49 purchase. U.S. only.

Toys“R”Us offers standard shipping at this time .
  • Standard shipping costs & delivery timing are noted below:
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We apologize if you had an issue with your delivery. You will have 30 days, from the day of delivery, to notify us if you did not receive your merchandise, if your merchandise was wrong, or if the merchandise was missing pieces or parts. Contact us here. for assistance.
At this time, we do not ship outside the U.S.
Macy's partnered with WHP Global, parent company of Toys“R”Us, to bring the beloved brand back to shoppers across America. Through this partnership, Macy's is powering online fulfillment for ToysRUs.com.
When we divide an order into multiple shipments, you won't be charged any additional fees. We divide the shipping cost provided at Checkout across the multiple shipments when your order is charged, and you won't be charged until your order ships. Also, the original authorization hold will remain until all shipments have been completed.

Returns

There is a link in the return email where you will be directed to UPS to reprint or email the return label. If you no longer have the email, you can request one here.
If you have your original invoice or packing slip, you will get a refund in the original form of payment.

Merchandise credit may be issued as an E-Gift Card for use on ToysRUs.com only.

We will credit your account(s) within 10 business days of receiving your return. It may take several days to post activity to your account.
We want you to love your purchase, but if you are not completely satisfied, we gladly accept most returns by mail within 30 days of purchase for free. There will be no returns or credit after 30 days.

Returned items must be in original, saleable condition with original packaging. Shipping and delivery fees are non-refundable.

Items purchased online can only be returned by mail.

Items purchased on ToysRUs.com cannot be returned to any Macy’s or Toys“R”Us locations.

Need to return a purchase? Start A Return here .

Pricing & promotions

Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.
Price adjustment will only be made If an item is further reduced in price within 10 days of when you purchased it and only if the original purchase was made without a promotion code. Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.
  • You will be refunded the difference in price to your original form of payment.
If you would like to request a price adjustment, please click here.for assistance.

Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.
Gift cards purchased before 2022 cannot be used on ToysRUs.com or in Macy's

Macy’s branded Toys“R”Us gift cards cannot be used on ToysRUs.com.
Toys“R”Us currently does not offer a rewards program, and previous programs are no longer valid in store or online.
Products, pricing, and promotional offers on ToysRUs.com and macys.com operate separately, so products and prices offered may differ. For example:
  • Certain items carried on macys.com might not be offered on ToysRUs.com
  • A particular item may be priced differently on ToysRUs.com than on macys.com
Similarly, promotional offers such as coupons and additional discounts offered at macys.com cannot be used on ToysRUs.com. Including, but not limited to:
  • A coupon offered at macys.com may not be applied toward purchases on ToysRUs.com
  • Promo codes, free shipping offers, and bonuses on macys.com cannot be applied toward ToysRUs.com

My account

Located on the top right corner of the screen on desktop, and on the left side on mobile you can click on My Account if you are currently not signed in, or If you are signed in to your account then you will see your name.

Enter your email address and password and click login.
  • Please note: If you do not remember your password, then you can click on Forgot Password on the login page. You will then enter your email address and if you have an account matching that email address, you will receive an email shortly with instructions on how to reset your password. If you do not see the email, please check your junk folder.
Once you have successfully logged in, you will be able to edit your profile by clicking the edit button in the upper right corner of the profile section.

In addition, you can also update your address book for frequently used addresses, add or remove your credit card, and check the status of your order.

Macy's and Toys"R"Us partnership

Customers will not receive the same Macy’s rewards for ToysRUs.com purchases.
Offers on macys.com are not valid on ToysRUs.com.
Toys”R”Us shops will be available in all Macy's stores nationwide by the end of October 2022. Check back soon for our store locator or visit macys.com/toysrus to discover open locations near you.
Macy's partnered with WHP Global, parent company of Toys“R”Us, to bring the beloved brand back to shoppers across America. Through this partnership, Macy's is powering online fulfillment for ToysRUs.com.

Stores

At this time, Macy’s store pickup is not available for ToysRUs.com orders .
Macy’s expanded its partnership with WHP Global, parent company of Toys“R”Us, to bring the beloved brand to every Macy’s store in America this holiday 2022 season . Beginning late July and rolling out through October , the in-store shops will range from 1,000 sq. feet and span up to 10,000 sq. feet in flagship locations in Atlanta, Chicago, Honolulu, Houston, Los Angeles, Miami, New York, and San Francisco. Check back soon for our store locator to find the closest Macy’s near you!

Toys"R"Us flagship stores

No. All items purchased at the Toys"R"Us flagship at American Dream will not be accepted for return at Toys"R"Us at Macy's stores or through ToysRUs.com as the flagship store is operated independently.
No. All items purchased on ToysRUs.com will not be accepted for return at the Toys"R"Us flagship at American Dream as the flagship store is operated independently.
The Toys”R”Us flagship store at American Dream is independently operated. For more information on hours and location, visit: www.americandream.com/venue/toysrus or Follow Us on social at @toysrusadm.