Placing an order

How do I refine my search results?

You can refine or filter the results by using the filters at the top of each page. You can narrow the results by brand/category/age/price/rating.

I am not sure what I am looking for; how do I browse products?

You can use the navigation on the top to browse a category and continue to filter or refine your results as you browse. For example: If you are looking for Transformers, you would select Action Figures, Transformers and then you can filter the results by price or brand.

You can easily find the item online by entering the product number or product name in the search box located at the top of every page on our site. The product number is a five or six-digit number noted on the ad next to the item. Example: 668651 or “Barbie Dreamhouse”.

Select a Shipping Option

If you wish to do a Store Pick up, your default store will be automatically selected under the quantity you have selected. You may also choose a different store by clicking “change store”. When you have the proper store showing, click on the green Free Store Pickup icon to have the item added to your cart.

If you wish to have the product ship to you, simply click on the red Home Delivery icon to have the item added to your Cart.

• Baby Registry purchases in your Cart: If you add an item(s) to your Cart from The Baby Registry, this item(s) will be identified as such in your Cart. The corresponding registry will be updated once you make your purchase to help avoid duplicate gifts. The item(s) can be sent directly to the registrant, to the purchaser or to any other address entered at the time of check out.

Proceed to Checkout - Once you're done shopping, click "Go to Checkout" to purchase the item(s) in your Cart. Our checkout process is fast, easy, and secure. Click here to review our secure shopping guarantee for more detail.

Please verify your shipping information before you proceed. We are unable to make any changes to the shipping destination once your order has been submitted. Please ensure to include the unit number and buzzer number (if applicable).

• Select Shipping Option - Select a shipping option for your items and click "Continue Checkout". Currently, it will take 1-8 business days for your order to ship. We currently ship orders using many different carriers, so the total time it takes to receive an order may vary.
• Enter Billing Address - Enter your billing address in the appropriate spaces. When you're finished, enter the payment method you wish to use and click “Review your Order”. Your name and billing address must be entered exactly as they appear on your credit card monthly billing statement to avoid any delay in the authorization process or cancelation of your order. If you are not paying with a credit card, this information will enable us to contact you about the status of your order (if needed).
• Complete Your Order - Please review your entire order including your shipping address, shipping method(s), and billing information. At this point, you can still edit the information. You will see your applied discounts and promotions and total charges. Once you've verified that all the information is accurate, complete your purchase by clicking on "Review Your Order" and then "Place Order".

Please note: We cannot guarantee the change or cancelation of an order once it has been placed. See the Changing or Cancelling Your Order page for more information.

Email 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, the item itself, and the destination address specified for the item. The tracking number will be included in this email.
• 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 items/order.

Store pick up

Placing your order:

Shop online as usual: products with a green checkmark beside FREE STORE PICKUP are eligible for Store Pick-up. Our site automatically chooses the store closest to you as your pick-up location: this is shown next to GET IT FAST. If you wish, just choose Change Store to select the option that is best for you.

Add the item to your cart by clicking the green FREE STORE PICKUP button. Repeat this step for each item you wish to purchase.

Go to your Shopping Cart. Your pick-up location will be clearly identified for each product.

Complete your checkout: we’ll send an email to confirm that we’ve received your order. This is not your notice to come to the store. Within four hours, we’ll send a second email to let you know your order is ready for pick-up. Please wait to receive this this email before you head to the store.

Picking up your store pick-up order:

When you have received your pick-up notification email, head to your selected store. If your order included multiple pickup store locations, you will receive separate pickup email notification(s) for those items from each location when ready.

Please check store hours on our site before picking up your order.

Item eligible for pick up at store:

Not all items on our site are available for Store Pick-up, because certain products are shipped directly from our suppliers, or because of other constraints. We add new items daily, so please check back – the status of your item may change! You can also contact your local store to discuss options. You can check each item's availability by looking for the "Free Store Pickup" message on each item detail page.

Changing the location:

If during the checkout process you change your mind and decide you want to pick up the item at a different location, you will need to remove the item from your cart and re add it with the proper location. If you wish to change the ship to address, not to worry, you can edit it during the checkout process with just a few simple clicks. Once the order has been placed, there is no way to change the store location or the delivery address.

When to go to the store:

You may go to the store after you have received the "Ready for Pickup" email.

How long will the store hold the order:

Your Ready for pickup email will provide you with detail for the number of days in which to pick up your order; typically, this will be 5 days from the receipt of the "Ready for Pickup" email. If, after 5 days, your order has not been picked up, your order will be cancelled, and the authorisation will be released from your credit card/paypal or your Gift Card will be refunded. Should you require more than 5 days, please contact the store directly for assistance.

What to bring:

You will need the following items when picking up your order:

• Ready for Store Pickup Email (1 for each store selected)
• Valid ID: Driver's License or government- issued ID

How to cancel or return your purchase:

The order will be automatically cancelled if it is not picked up within 5 days of receiving your "Ready for Pick Up" email and the authorisation will be released from your credit card/paypal or your Gift Card will be refunded.

Returning your purchase is easy. Simply visit our Customer Service Desk at any Toys“R”Us Canada or Babies“R”Us Canada store and bring your "Ready for Pick Up" email.

Shipping and delivery

Tracking your order

To find the status of your order:

• Select the Track my Order link at the bottom of any page.
• If you already have an account, sign in under the My Account section, and click the order number to view additional information about the order.
• If you are not a registered customer or if you don't want to sign in, type your Order Number, email address and Postal code. You may view information about your most recent orders (including tracking information), as well as past orders you've placed on Toys“R”Us Canada and Babies“R”Us Canada website since September 2019.
• After your order is shipped, the status will be updated from Processing to shipped. An email with the tracking number will be sent to you. A shipping carrier may not have the ability to provide a tracking number for up to 48 business hours.

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these instances, the website and the email will not offer tracking information but will still offer order status and other details.

Late order:

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 in the shipped email.

Orders that are shipped via a trackable method will have tracking information available. Please check this information if available and read through the following options:

• If your tracking is reflecting shipping label created with no movement, please wait 7 business days prior to reaching out to customer service which at that time will be happy to start an investigation.
• If the tracking information indicates the package has been delivered, please check with your neighbors or family members. Packages are occasionally left with neighbors, a building manager, or are placed somewhere relatively safe such as your porch, garage, or even behind bushes. If not found, please contact us immediately.
• If the tracking information indicates the package is being returned to us, or if the address is incorrect, it may have been undeliverable.

Finding Your Order Status:

Find the status of your order by:

• Checking your email: You entered an email address during checkout. We will email this address to keep you up to date about the status of your order.
• Visiting the Toys“R”Us Canada and Babies“R”Us Canada: Go to our website and click the Profile / Account button at the top of any page or My Account found at the bottom of the page. If you already have an account, sign in under the Returning Customers section. If you are not a registered customer or if you don't want to sign in, type your order number, email address and billing postal code under Track my order section. You may view information about your most recent orders as well as past orders you've placed.

Changing or canceling your order

After you have clicked "Submit", you may not be able to cancel part of your order or your entire order. You can contact our Customer Success for assistance however we have a very 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. We will attempt to contact the warehouse however the cancelation will not be guaranteed. If we are unable to change or cancel your order, you will be responsible for the cost associated with it.

Your credit card will not be charged if your order is canceled however if you used a Gift Card to pay for your order, you may not receive credit back for a period of up to 3 to 5 business days.

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 a notice regarding your order via e-mail. You will not be billed for any cancelled items.

Returning your order

How to return an item that was purchased online:

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

You can return an item bought online to any of our store locations across Canada or return directly to our Warehouse. Follow the steps below for instructions on our return process:

Visit a Toys“R”Us Canada and Babies“R”Us Canada Store:

• Pack the product in its original packaging.
• Bring a copy of your packing slip (if it was included).
• Bring a copy of your confirmation email.

By Mail/Courier (at your cost)

• Carefully pack your item in proper packaging.
• Include a copy of the packing slip (if it was included) or your confirmation email along with your product.
• Pack product in its original packaging. Ensure the package is tightly sealed on all sides to ensure contents do not become dislodged during shipping.
• Contact our Customer Service to know the proper return address based on your location.
• Please request and retain the copy showing the tracking given by the carrier as it will be required for any investigation on refund/replacement.
• Please note that you are responsible for any associated shipping fee when returning your item(s) and that for your protection, we recommend you use an insured mail service for your return.

All returns must meet our Return Policy.

Once received at our Warehouse, your credit will be processed on your original method of payment, starting with your credit card and then the Gift Card (if applicable). Please allow 10 business days for the credit to be processed.

Returning a damaged/Defective item

If you simply want a refund, return it to us in one of our Stores. If you prefer to return it to us via courier, please contact us and we will assist you with a return at no cost to you

If you would like an exchange for your damaged or defective item, please contact us. Our Customer Success Team will arrange for a return label to be sent to you or provide you with details on how to receive the label allowing you to return the product at no cost to you.

• Please pack the product in its original packaging.
• Print out the return label and attach it to the outside of the box.
• Include a copy of the packing slip (if it was included) or your confirmation email along with your product.

Once we receive the item, you will either refund the price of the item as well as any applicable taxes and shipping costs or send you a replacement. Refunds will be issued in the original form of payment used to purchase the item, starting with the refund on your credit card and then the Gift Card.

Please note that to receive a refund for the shipping cost of the item, you must contact our Customer Success Team before returning the item to us.

All returns will be subject to the terms and conditions of our Returns & Exchanges Policy.

Gift returns for items bought on toysrus.ca or babiesrus.ca

You can return the item either at a Toys“R”Us Canada and Babies“R”Us Canada or by mailing it back to our Warehouse by following the same steps listed under " How to return an item that was purchased online”.

Return the item to your local store: please contact the person who gave you the gift and ask for order number or the email confirmation. With this information, you can make the return. You will receive your refund in the form of a Merchandise Credit.

Return the item to our Warehouse: the refund will be applied to the credit card/gift card that was used to make the original purchase.

All returns will be subject to the terms and conditions of our Returns & Exchanges Policy.

If this item was a gift and the person who gave you the gift did not provide you with the packing slip:

You can make a return. We do ask you to contact the person who gave you the gift and ask for the order number or the email confirmation.

If you return an item received as a gift to our Warehouse, the refund will be credited to the credit card/gift card that was used to originally purchase the item.