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Questions about my ToysRUs.com order

Product Warranty Information

Looking for warranty information on a product you purchased at Toys“R”Us? Please contact us here here. Please include:

Why is my order arriving in multiple shipments?

We make every effort to ship your items together, but there will be times when we may have to divide your order into multiple shipments. Common reasons for this include: Availability of items ordered Order item(s) are shipping from different fulfil

How can I track my order?

Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier's website. By clicking the link, you will be able to check the status of your order once it's in transit.If you cannot find your

What if my delivered order is damaged?

We apologize if your item arrived damaged, broken, or defective. Contact us here for assistance with this issue. For more info on returns, here's our return policy.

Why is there a charge on my card if my order was canceled?

When you place an order, we put an authorization hold on your credit card in the amount of your order. This hold secures the funds and is not charged until your order ships. If your order is canceled for any reason, Toys"R"Us will send an authorizati

How do I request a price adjustment?

Price adjustments can only be made within 10 days of your purchase and only if the original purchase was made without a promotion code applied. Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.

Report an issue with shipment or delivery

We apologize if your item arrived incomplete, damaged, broken, missing components, or defective. You will have 30 days, from the day of delivery, to notify us if you did not receive your merchandise, if your merchandise was wrong, or if the merchandi

Why did my order arrive in a Macy's box?

Macy's partnered with WHP Global, parent company of Toys"R"Us, to bring the beloved brand back to shoppers across America. Through this partnership, Macy's is powering online fulfillment for ToysRUs.com.

Can I change or cancel my order after it has been submitted?

Unfortunately, no you cannot change or cancel your order. You can: Refuse package (full return inclusive of shipping and handling) Issue return for merchandise refund only

How can I request a refund for my order?

If you are not satisfied with your order and wish to request a refund, please follow these steps:

Why was my order cancelled without my request?

Occasionally, orders may be cancelled due to various reasons such as stock unavailability or payment issues. If your order was cancelled without your request and you still wish to receive the items, please contact our support team with your order det