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Online Help

Toys"R"Us and Babies"R"Us Returns


How do I return an item?

We offer two options when returning items purchased online, by courier to our warehouse OR at a local store:

          Returning to a Toys"R"Us/Babies"R"Us Store
To avoid paying shipping to return the item you can bring your purchase to the nearest Toys"R"Us/Babies"R"Us Store. Please bring the following items with you:
    a.    Packing slip
    b.    Confirmation email (This is used to confirm original method of payment)
    c.    Please pack the product in its original packaging


If the item received was damaged/defective please refer to the section on "Receiving a Damaged/Defective Item".

Refunds may be given only when the return of merchandise is made within 45 days of the order shipment date. All returns will be subject to the terms and conditions of this return policy (the "Return Policy"). In addition, all returns made at a Toys"R"Us or Babies"R"Us store will be subject to the applicable store return policy.

Returning to our warehouse - via Courier
Please follow these steps:
    a.    Pack product in its original packaging so that it will not be damaged during the shipping process.
    b.    Cut out the return label located at the bottom of the packing slip and attach it to the box.
    c.    Include a copy of the packing slip along with your product.
    d.    Please send the product via a method that can be tracked, i.e. Purolator/Canada Post. We cannot process your return until your product has been received. Please keep the tracking number provided by the carrier in the event that the package needs to be tracked.

Please note you will be required to pay the shipping cost to return the item when sending by mail. If the item received was damaged/defective please refer to the section on "Returning a Damaged/Defective Item".


What is the Toys"R"Us/Babies"R"Us return label?

The return label is located at the bottom of your packing slip and is used to return the item by courier to our warehouse. Here is a sample of a return label. The return label on your packing slip will need to be attached to the outside box when returning your item back to our warehouse.

ReturnLabel

Return Policy

You may return an item purchased from Toysrus.ca to our warehouse or you may choose to bring it to your local Toys"R"Us store. We accept returns as long as the following conditions are met:

  • Refunds and exchanges are given within 45 days of original order shipment date, accompanied by the packing slip.
  • All refunds require that the item be returned in the original packaging, with all pieces and in original condition.
  • All video and computer software and systems must be returned in original, factory sealed, unopened package for a refund.
  • Opened packages may only be exchanged for identical product.
  • Refunds will be applied to the credit card that was used to purchase the item.
  • Items requiring special delivery through a LTL carrier may incur additional shipping or restocking fees.
  • For hygienic reasons, breast pumps cannot be returned once opened.
  • No returns or exchanges due to the intimate and hygienic standards of certain items, we regret that we cannot accept returns or exchanges on undergarments.

For in-store returns, the following also applies:

  • When a packing slip is not provided, refunds for merchandise will be given at the discretion of management. A Merchandise Credit will be issued for a value equal to the item's lowest promotional price within the last 30 days. Identification is required for all refunds where a receipt is not provided.
  • Identification is required for all refunds where no packing slip is provided. If the item being returned was a gift, the refund can be given in the form of a Merchandise Credit.
  • A copy of your confirmation email is required when returning an item in-store, which will be used to confirm the method of original payment.

All returns will be subject to the terms and conditions of this return policy (the "Return Policy"). In addition, all returns made at a Toys"R"Us or Babies"R"Us store will be subject to the applicable store return policy.

PLEASE NOTE: Retails ending in "6", "1" or "8" are FINAL SALE products -No Refunds or Returns available.

Gift Returns:

I need to return an item I received as a gift, how do I do this?

You can return the item either at a Toys"R"Us Store/Babies"R"Us Store or by mailing it back to our warehouse by following the same steps listed under "How do I return an item?"

Your best option will be to return to a store since if returning to our warehouse the refund will be applied to the credit card/gift card that was used to make the original purchase. Please follow the steps listed under "Returning to a Toys"R"Us/Babies"R"Us Store".

If you return the item to your local store, you will receive your refund in the form of a Merchandise Credit.

All returns will be subject to the terms and conditions of this return policy (the "Return Policy"). In addition, all returns made at a Toys"R"Us or Babies"R"Us store will be subject to the applicable store return policy.

I received this item as a gift and the person did not provide me with a packing slip. Can I still return the item?

Of course you can still make a return. We do ask you to contact the person who gave you the gift and ask for the order number. To return the item to our warehouse, please ask contact our Customer Service Group at 1-800-TOYSRUS (1-800-869-7787)

Please note, if you return an item received as a gift through the Returns Center, the refund will be credited to the credit card/gift card that was used to purchase the item.

Returning a Damaged/Defective Item:

I received an item that doesn't work, how do I return it?

To return a damaged or defective item, please contact our Customer Service Group at 1-800-TOYSRUS (1-800-869-7787). Our Customer Service Group will arrange for your item to be picked up from your address and returned back to our warehouse at no cost to you. Please pack the product in its original packaging, cut out the return label located at the bottom of the packing slip, and attach it to the outside of the box. Also include a copy of the packing slip along with your product.

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 Group before returning the item to us.

All returns will be subject to the terms and conditions of this return policy (the "Return Policy"). In addition, all returns made at a Toys"R"Us or Babies"R"Us store will be subject to the applicable store return policy.

What is refunded if I am returning a damaged or defective item?

If you are returning an item because it is damaged or defective, you will be refunded the price of the item, taxes and any applicable shipping costs once we receive the item back in our warehouse. Please note that Toys"R"Us/Babies"R"Us stores will not be able to refund the shipping cost of your item. Please contact our Customer Service Group at 1-800-TOYSRUS (1-800-869-7787) for additional information.

Refunds

When and how is my refund processed?

If you return the item to our warehouse and you are entitled to a refund, your refund will be processed approximately 7 to 10 business days from the date of receipt of your returned item at the return center. The refund will be credited to the credit card or gift card that was used to purchase the item. You will receive an email advising you that your refund has been processed and what amount has been credited back to your credit card or gift card, provided you have provided us with your email address. You may be able to track the status of your return via the carrier that you selected using the tracking number provided by the carrier when returning the item.

If you return the item to your local store and you are entitled to a refund, you will receive your refund at the time of the return. This refund may be either credited back to the credit card that was used to purchase the item or in the form of a Merchandise Credit, if the item was a gift. If your purchase order was placed using a gift card, the refund may be given in the form of a Merchandise Credit. The form of refund is left at the discretion of the store management.

What is refunded when I return an item?

When you return an item you will be refunded the price of the item and any applicable taxes. Original shipping charges will not be refunded except under limited circumstances, as outlined below.

  • Error by Toys"R"Us
  • Items requiring special delivery through a LTL carrier may incur additional restocking fees

My package has been returned, but the refund is not showing on my credit card?

Please contact our Customer Service Group at 1-800-TOYSRUS (1-800-869-7787) to confirm that your package has been received at our warehouse. You will need to provide the return waybill number and name of the carrier used when returning the item, in order for our Group to investigate.

Investigations into delayed or lost shipments with carriers may take up to 15 business days to complete.

Lost Your Packing Slip:

I've lost my packing slip, how do I return my item?

If you ordered an item that you want to return but can't find the packing slip, you can still return it by contacting our Customer Service Group at 1-800-TOYSRUS (1-800-869-7787). You will be asked to provide the relevant order from Your Account.

Undeliverable Packages:

What happens if www.toysrus.ca/www.babiesrus.ca receives an item back because it is undeliverable?

A carrier will attempt delivery at the address provided when placing the order. If you are unavailable for delivery, most carriers will leave a notice on your door advising you of the attempted delivery, and that the package is now available at your local depot for pick up. This notice will include a phone number to contact for more information. Your package will be available for pick up for 5 business days, after which it will be returned to our warehouse. In this case, all product cost and taxes will be refunded. The shipping costs are non-refundable for undelivered packages. A restocking fee may apply.

If we receive an order back because it was undeliverable you will receive an email advising that your credit card/gift card has been refunded the applicable charges. Please allow 7-10 business days from the time that we receive your order back at our warehouse for the refund to be applied.

Warranties:

Many of the products that are sold on the Toys"R"Us and Babies"R"Us website come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, contact the manufacturer directly.


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