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Your Order


Tracking Your Order

How can I find the status of my order?

To find the status of your order:

  1. Select the "Track My Order" link at the bottom of any page.
  2. If you already have an account, sign in under the Registered Customers section, and click the order number to view additional information about the order.
  3. If you are not a registered customer or if you don't want to sign in, type your Order Number and Postal code under the "View Order Details" 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.
  4. 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.

We will also email you up-to-date information about the status of your order.

If you need to contact our shipping carriers, please find their contact information listed below:

Canada Post: www.canadapost.ca
1-800-267-1177
Purolator Courier: www.purolator.ca
1-888-744-7123

When can I track my 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 shipping method you selected during Checkout, and the carrier that is delivering your item(s).

My order is late, what can I do about it?

If you are having any problems with your order, please check the order status in My Account. If the item is showing as shipped, you can track your package with the carrier using the tracking number provided. If you require additional information or assistance please contact our Customer Service Group at 1-800-TOYSRUS (1-800-869-7787).

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. Please allow up to one hour for your order information to be updated in our system.

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 Purolator, or Canada Post) 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.

Standard Status Messages
Submitted and processing Your order has been submitted and the information you entered during Checkout is being processed.
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 on the given date 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 3-4 days after item is received at the warehouse.


Additional Status Messages
Temporarily Suspended: Please call 1-800-TOYSRUS (1-800-869-7787) 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 e-mail when the item(s) is shipped from our warehouse, usually within 24 hours of the manufacturer's release date.
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.

E-mails About Your Order

After you place your order, you will receive e-mails about your order status. Below are some examples of e-mails you might receive:

  • Order Confirmation: This e-mail confirms that we have received your order, and includes your order number. We recommend that you keep this e-mail for your records.
  • Shipment Confirmation: This e-mail confirms that your order, or part of your order, has been shipped. If there were any remaining items in your order that were not shipped you will receive an e-mail 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.
  • Important Notice About Your Order: There are a few reasons why you would receive this e-mail, 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 (1-800-869-7787) immediately for assistance.

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.

Please keep in mind that business days are Monday thru Friday, excluding federal holidays within Canada. 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.

  • If there is extensive damage to the carton, refuse the order and contact our Customer Service Team immediately by calling 1-800-TOYSRUS (1-800-869-7787). Please have your order number available when you call.

Changing or Cancelling Your Order

After you have clicked "Send My Order," you may be able to cancel your entire order. Simply click on the link in your Order Confirmation email, or click on the Track My Order link on the website to view your order. If your order can be cancelled, you will see a "Cancel Order" button beside the order.

Please note you have a limited amount of time in which to cancel your order, as our system is designed to fill orders and get them on their way as quickly as possible. At this time, you are unable to cancel or change part of your order. You must cancel the entire order.

Your credit card will not be charged if you cancel an order, however 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 that a credit has been processed to the original form of payment.

Cancellations Due to Order Processing Difficulties
Occasionally an order or part of an order may be 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 e-mail, which will explain the reason for the cancellation. You will not be billed for any cancelled items.