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:
- Packing slip
- Confirmation email
- 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 the return policy found below. 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:
- Pack product in its original packaging so that it will not be damaged during the shipping process.
- Cut out the return label located at the bottom of the packing slip and attach it to the box.
- Include a copy of the packing slip along with your product.
- 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. The return label on your packing slip will need to be attached to the outside box when returning your item back to our warehouse.
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 Team at 1-866-345-5656. Our Customer Service Team will arrange for a return label to be sent to you allowing you to return the product at no cost to you. Please pack the product in its original packaging, print out the return label you will receive via email 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, starting with the refund on the Gift Card. Please note that in order to receive a refund for the shipping cost of the item, you must contact our Customer Service Team before returning the item to us.
All returns will be subject to the terms and conditions of 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.
Return policy
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, computer software, games, systems and accessories; camera; movies & DVDs; drones 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 original form of payment that was used to purchase the item, starting with Gift Card.
- 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.
- We do not accept returns from the U.S. or other countries.
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.
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 90 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.
All returns will be subject to the terms and conditions of 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.
When a promotional item/Gift Card was given with the purchase of your item (in-store or online), the promotional item/Gift card must be returned and unused if the product is returned, otherwise, the value of the promotional item will be deducted from the refund price.
Baby Registry and Wish List Returns
Returns can be made up to 6 months from the registry event date (not the purchase date) with or without receipt.
If receipt is provided, return will be on the original method of payment or on merchandise credit if original method of payment is not present.
If Gift receipt or no receipt is provided, return will be on a merchandise credit.
Seasonal Products return policy
Above return policy applies.
Manufacturer defects for pools, sandboxes, swing sets, inflatable bouncers, trampolines, table top games and battery operated vehicles will be handled by the manufacturer
Car seat return policy
Car seat can only be returned if the following criterias are met:
- Must have the original box
- Cannot have been used
- Must include the instruction manual
- Must include the original, not completed, registration form
- Original receipt
All return are subject to Store Management discretion.
Toys"R"Us Recalled Product Return Policy
Nothing is more important than the safety of your children. If you have purchased a product that has now been recalled and you are still within our return policy delay, please visit the Store closest to you. If you are outside of our return policy, you may contact the manufacturer or contact our Customer Service Team at 1-800 TOYSRUS who will advise on the proper recall process for your product.
Returns of Thyme Maternity Merchandise
Thyme Maternity product should ideally be returned at a Babies"R"Us-Thyme location. In the event that there is no Babies"R"Us-Thyme location near you, returns will be accepted at non Babies"R"Us-Thyme location or at Thyme Stores with a copy of the receipt. Non Babies"R"Us-Thyme location will not accept returns/refunds without a receipt.
Gift Returns
Gift Returns for items bought on toysrus.ca or babiesrus.ca:
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 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.
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.
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 or Gift 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
Returns with receipt (or packing slip and confirmation email for online orders) will be credited as follow:
If original payment was made by: |
Refund online will be given: |
Refund instore will be given: |
Cash |
N/A |
Cash |
Credit Card |
Credit Card |
Credit Card |
Merchandise Credit/Gift card |
Merchandise Credit/Gift card |
Merchandise Credit/Gift card |
Debit Card |
N/A |
Debit Card |
PayPal |
PayPal |
Merchandise Credit |
If payment was made by Gift Card in addition to another method of payment, Gift Card will be revalued first, up to the maximum value used.
My package has been returned, but the refund is not showing on my credit card or gift card?
Please contact our Customer Service Team at 1-866-345-5656 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 Team to investigate.
Investigations into delayed or lost shipments with carriers may take up to 15 business days to complete.