R Events

More store locations open! – 05/25/2020

It is with great pleasure that we announce the re-opening of several of our locations across Canada! We have received provincial authorisation to open locations in British Columbia, Alberta, Saskatchewan,Manitoba, Ontario, Quebec (including Montreal) and the Maritimes. Currently we have been able to re-open 72 of our 82 locations with the goal of fully re-opening shortly.

Click here to find out how we’re working hard to keep our stores safe for our customers. We continue to offer our Curbside Pickup program so you can shop however you like.

Learn more

Toys “R” Us Stores are beginning to re-open! – 05/11/2020

On behalf of the entire Toys R Us family, we’d like to thank you for your support over the past few months. We worked hard to evolve our operations and offer you new services like Curbside Pickup so we could keep facilitating play for kids all over the country. 

Some of our stores received provincial authorization to reopen on May 4th and we opened our doors in Gatineau, Drummondville and Galeries de la Capitale and our 3 Winnipeg stores. Click here to learn more about the safety measures we’re putting in place. We’ll continue to update this page with store opening information. With social distancing measures still in place, we’re excited to continue to offer our Curbside Pickup service.

Learn more



Online Orders and Customer Service Inquiries - 04/21/2020

To our Valued Customers, Families and Friends,

During this period where families are staying home and staying safe, play is at an all-time high. We would like you to know that R team is working hard to fulfill your online orders. Our customer service team is seeing an overall increase in calls and emails and are working as quickly as possible to respond to you, our valued customer. We thank you for your patience as we do our best to rapidly adjust our systems to address the increase in demand.

What does that mean?
We would like to assure you that we are working diligently to fill orders, keep inventory up-to-date on our website, and to personally address each inquiry that we receive from you, all while continuing to practice safety precautions for our employees and customers. We have already taken immediate action to strengthen our customer service team to serve you faster with an ‘all hands on deck’ approach - team members from across our departments have now been trained to respond to customer service inquiries.


Please reference our frequently asked questions below. A lot of the topics you’re reaching out to us about are covered here.


Toys“R”Us and Babies“R”Us COVID-19 FAQ

Can I change my existing order from ship to home to curbside pick up?
Unfortunately, you cannot change an existing ship to home order to curbside pick up, but we're working on updating our systems to allow this in the future.
Will you be extending your return policy since your stores are temporarily closed?
Yes. We will be extending our return policy so you can return your instore purchases to one of our stores when they re-open. For online purchases, you can wait until our stores re-open or return by mail through Canada Post. We will be accepting eligible returns for purchases made on February 10th, 2020 or later.
Are you still offering price matching?
Yes, we are still offering price matching. Please refer to R Price Match Policy and complete our Price Match request form for online orders.
Are events cancelled at Toys “R” Us and Babies “R” Us locations?
Yes, In the interests of doing our part to stop the spread of Covid-19, we have temporarily suspended all in-store events and activities at all of our locations. We hope to have them back once we reopen our stores.
Are booking services like Car Seat Experts and Baby Registry Appointments still provided?
Due to concerns surrounding Covid-19, all our appointment services have been temporarily cancelled. That said, If you are looking to create a registry or have any registry related questions, please visit here. or call your local store.
Where is my order?
Currently, it will take 10-15 business days for your online order to arrive, depending on the location. If you’ve already placed a ship to home order, we apologize for the delay. You can check the current state of your order here. If you have received an email confirmation that it has shipped, please find your tracking number on your confirmation email and go to Canada Post's tracker here or Purolator's order tracking tool here to find the status. 
I’ve been on hold with customer service and it's taking a long time.
Thank you for your patience. If you have been waiting on hold, please do not hang up as you will lose your place in line. Alternatively, you can contact us and include your name, order number and details of your inquiry. Please note we are currently experiencing a high volume of emails and will get back to you as soon as possible.
I received my order and there is an issue. How can I reach you?
We apologize for the inconvenience and thank you for your patience as we work to resolve the problem. Please contact us and include your name, order number and details of your concern. You may call us at 1-866-345-5656 however please note that wait times can exceed an hour.
Part of my order was cancelled or out of stock, but I received a charge to my credit card.
An authorization hold is placed on your credit card when your order is placed. However, you will only be charged for products that are in stock and included in your order.
How long does it take to get an order?
An order placed for shipping will currently take 10-15 days to arrive, however you may consider Curbside Pickup. Stores are currently preparing your order in 5 hours or less. Click here to read about how Curbside Pickup works, and to find your closest store.
How does Curbside Pickup work?
If all your items are available at the store you’ve selected, R team is offering Curbside Pickup for orders placed online. Orders are prepared “same day”, and in most cases are ready within just a few hours. No waiting on couriers or delivery! Please note that not all items are available for Curbside Pickup. For additional information, please click here.
What are the hours for Curbside Pickup?
A full list of our store locations that are currently open for Curbside Pickup with their hours can be found here.
Why isn’t my promo code working?
1. There are some product exclusions when applying the promotion code. Please check the promotion terms and conditions for product exclusions. Products ending with a price “.94,” clearance items ending in “8” and certain brands are not included in the promotion.
2. Check to see if there is a space after the promo code. The code will not work with the addition of a space.
3. Check the expiry date of your promo code
4. Your promo code can only be used once
Why doesn’t my gift card work on the website?
If you are having an issue using your gift card when placing an order, you may go ahead and place the order and send us an email with the order number and Gift Card number and we will issue a credit on your order for the value of the gift card (up to the maximum value of the order). We will issue the credit once the items have been shipped.
How can I cancel my Curbside PickUp order?
Please contact the store location that you placed your order with, one of our associates will be happy to assist you.
How do I get the Baby Registry swag bag for opening a Baby registry?
Please visit one of our store locations upon reopening, they will be happy to provide you with a new registry swag bag.

Online Delivery Update – 04/07/2020

We hope you and your family are safe. We are currently experiencing higher than normal order volumes, as are our online courier partners: Canada Post and Purolator. While we’re thrilled that play is at an all-time high, please be patient as our team works on getting your order shipped as fast as we can.

Currently, it will take 10-15 business days for your order to arrive, depending on the location. If you haven’t yet placed an order, please consider Curbside pickup. Stores are currently preparing your order in 5 hours or less. Click here to read about how Curbside Pickup works, and to find your closest available store. In anticipation of Easter this weekend, we are extending our Curbside Pickup hours from 10-4pm to 10-6pm on Thursday April 9th and Saturday April 11th.  

If you’ve already placed a ship to home order, we apologize for the delay. You can check the current state of your order here. If you have received an email confirmation that it has shipped, please find your tracking number on your email and go to Canada Post's tracker here or Purolator's order tracking tool here to find the status. 



Current Estimated Processing Times

Processing Stage 1
Toys "R" Us Canada
Estimated Processing Time
5 Business Days
Processing Stage 2
Purolator
Canada Post
Estimated Processing Time
5-10 Business Days
5-10 Business Days
Total Estimated Delivery Time
10-15 Business Days




Find your local store's available hours here

To find your store’s local hours of availability, please click the find stores button below. Please note, curbside pickup is currently available in select locations until further notice.



*For detailed list of all our store hours, visit our store locator

“R” Stay At Home Play Packs

Designed to keep your kids’ little hands and big imaginations busy, Toys “R” Us has created a series of Stay At Home Play Packs. “R” goal is to bring the power of play home to everyone during this difficult time and to encourage everyone to stay safe and have fun while doing so.


A Message from our CEO

March 27, 2020

Dear Canadian Parents, Families, Friends and Gift-Givers,

Out of an abundance of caution, we have made the decision to temporarily close our 82 stores until further notice. This decision is based on prioritizing the well-being of our customers and team members. Our online stores at toysrus.ca and babiesrus.ca remain open to serve you. We will also continue to offer our Curbside Pick-up service at most locations.


At Toys"R"Us and Babies"R"Us, we want to partner with you to help your kids achieve their potential, so they grow up to be good young adults. As we navigate the days and weeks ahead we will continue to deliver on this commitment to you our loyal customers. This decision will be reviewed on a daily basis after considering the recommendations of the Public Health Agency of Canada.


Stay safe, fellow Canadians.



Sincerely,
Vic Bertrand