Tracking Your Order
How can I find the status of my order?
To find the status of your order:
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:
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.
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:
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.
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
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.
Toys"R"Us (Canada) Ltd. 2777 Langstaff Road, Concord ON L4K 4M5, Tel: 1 800 TOYSRUS, Email: Canada@cust-help-us.com