Help center
Help center
Orders
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
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 email, you can also find your order by clicking here. In the check order section, you will be able to track you order using the following information:
If you cannot find your email, you can also find your order by clicking here. In the check order section, you will be able to track you order using the following information:
- Customer Order #
- Billing Zip Code
- Email Address
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.
Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.
- You will be refunded the difference in price to your original form of payment.
Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.
Looking for warranty information on a product you purchased at Toys“R”Us? Please contact us here here.
Please include:
Please include:
- Email address
- First and Last Name
- Daytime Phone Number
- Product Detail information
- Purchase Date
- SKU or UPC codes
- Order Number
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 merchandise was missing pieces or parts. Contact us here for assistance.
Please include:
Please include:
- Email address
- First and Last Name
- Phone Number
- Detailed explanation of the issue or concern with your order
- Order Number
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.
Contact us here for assistance with this issue. For more info on returns, here’s our return policy.
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.
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 fulfillment centers
- Order item(s) are shipping directly from the vendor
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 authorization reversal to your bank.
The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary.
If your order is canceled for any reason, Toys“R”Us will send an authorization reversal to your bank.
The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary.
Shipping
Free Shipping with a minimum $49 purchase. U.S. only.
Toys“R”Us offers standard shipping at this time.
*Additional surcharges may apply and are calculated during checkout
Toys“R”Us offers standard shipping at this time.
- Standard shipping costs & delivery timing are noted below:
| Shipping Destination | Shipping cost Order value up to $49 (pretax) |
Shipping cost Order value $49 and over (pretax) |
|---|---|---|
| Continental U.S. | $10.95 | Free shipping! |
| Alaska, Hawaii, Military Addresses | $10.95 + $10.00 Surcharge* | Free + $10.00 Surcharge* |
| U.S. Territories and International | Unavailable at this time | Unavailable at this time |
| Standard Order Received By | Standard Order Shipped By | Expected Delivery |
|---|---|---|
| Sunday | Tuesday | 3-6 business days later |
| Monday | Wednesday | 3-6 business days later |
| Tuesday | Thursday | 3-6 business days later |
| Wednesday | Friday | 3-6 business days later |
| Thursday | Monday | 3-6 business days later |
| Friday | Tuesday | 3-6 business days later |
| Saturday | Tuesday | 3-6 business days later |
We apologize if you had an issue with your delivery. 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 merchandise was missing pieces or parts. Contact us here. for assistance.
At this time, we do not ship outside the U.S.
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.
When we divide an order into multiple shipments, you won't be charged any additional fees. We divide the shipping cost provided at Checkout across the multiple shipments when your order is charged, and you won't be charged until your order ships. Also, the original authorization hold will remain until all shipments have been completed.
To determine if the item on your kid's wish list will arrive in time for Christmas, check the product page for the holiday shipping message located under 'Availability' as shown below.
Returns
There is a link in the return email where you will be directed to UPS to reprint or email the return label. If you no longer have the email, you can request one here.
If you have your original invoice or packing slip, you will get a refund in the original form of payment.
Merchandise credit may be issued as an E-Gift Card for use on ToysRUs.com only.
We will credit your account(s) within 10 business days of receiving your return. It may take several days to post activity to your account.
If you received multiple return labels, you will receive a refund per return label. Since these returns go to different return locations these refunds will occur as each return shipment is processed.
Please note that if items are not shipped with the correct return shipping label, your items may be returned to you and your refund may not be processed.
Merchandise credit may be issued as an E-Gift Card for use on ToysRUs.com only.
We will credit your account(s) within 10 business days of receiving your return. It may take several days to post activity to your account.
If you received multiple return labels, you will receive a refund per return label. Since these returns go to different return locations these refunds will occur as each return shipment is processed.
Please note that if items are not shipped with the correct return shipping label, your items may be returned to you and your refund may not be processed.
We want you to love your purchase, but if you are not completely satisfied, we gladly accept most returns by mail within 30 days of purchase for free. There will be no returns or credit after 30 days.
Returned items must be in original, saleable condition with original packaging. Shipping and delivery fees are non-refundable.
Items purchased online can only be returned by mail.
Items purchased on ToysRUs.com cannot be returned to any Macy’s or Toys“R”Us locations.
Need to return a purchase? Start A Return here .
Returned items must be in original, saleable condition with original packaging. Shipping and delivery fees are non-refundable.
Items purchased online can only be returned by mail.
Items purchased on ToysRUs.com cannot be returned to any Macy’s or Toys“R”Us locations.
Need to return a purchase? Start A Return here .
Pricing & promotions
Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.
Price adjustment will only be made If an item is further reduced in price within 10 days of when you purchased it and only if the original purchase was made without a promotion code. Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.
Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.
- You will be refunded the difference in price to your original form of payment.
Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.
Gift cards purchased before 2022 cannot be used on ToysRUs.com or in Macy's
Macy’s branded Toys“R”Us gift cards cannot be used on ToysRUs.com.
Macy’s branded Toys“R”Us gift cards cannot be used on ToysRUs.com.
Toys“R”Us currently does not offer a rewards program, and previous programs are no longer valid in store or online.
Products, pricing, and promotional offers on ToysRUs.com and macys.com operate separately, so products and prices offered may differ. For example:
- Certain items carried on macys.com might not be offered on ToysRUs.com
- A particular item may be priced differently on ToysRUs.com than on macys.com
- A coupon offered at macys.com may not be applied toward purchases on ToysRUs.com
- Promo codes, free shipping offers, and bonuses on macys.com cannot be applied toward ToysRUs.com
My account
Located on the top right corner of the screen on desktop, and on the left side on mobile you can click on My Account if you are currently not signed in, or If you are signed in to your account then you will see your name.
Enter your email address and password and click login.
In addition, you can also update your address book for frequently used addresses, add or remove your credit card, and check the status of your order.
Enter your email address and password and click login.
- Please note: If you do not remember your password, then you can click on Forgot Password on the login page. You will then enter your email address and if you have an account matching that email address, you will receive an email shortly with instructions on how to reset your password. If you do not see the email, please check your junk folder.
In addition, you can also update your address book for frequently used addresses, add or remove your credit card, and check the status of your order.
Bolt is our checkout partner that helps us offer a faster, more secure shopping experience. Once you create a Bolt account, you’ll unlock access to One-Click Checkout and easier login. To learn more about bolt go to bolt.com/shopper
While adding your shipping and billing info, you’ll see a checked box that indicates your information’s been saved. Bolt will send a verification code to your phone or email to verify your info. The next time you check out, you won’t need a password or to fill out any fields, allowing you to finish the purchase in seconds.
When you’re ready to check out, all you’ll need to do is enter the verification code sent to your phone or email. This code allows us to offer a secure, One-Click Checkout experience and replaces your account password.
Shoppers’ trust and safety are important to us. By creating an account, Bolt ensures that shoppers’ personal details are secure. Learn more about how Bolt provides shopping with peace of mind by visiting bolt.com/security
Macy's and Toys"R"Us partnership
Customers will not receive the same Macy’s rewards for ToysRUs.com purchases.
Offers on macys.com are not valid on ToysRUs.com.
Toys“R”Us is now in every Macy’s store in America! Check our store locator to find a Macy’s near you! Store Locator
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.
Stores
At this time, Macy’s store pickup is not available for ToysRUs.com orders .
Toys“R”Us is now in every Macy’s store in America! Check our store locator to find a Macy’s near you! Store Locator
Toys"R"Us flagship stores
No. All items purchased at the Toys"R"Us flagship at American Dream will not be accepted for return at Toys"R"Us at Macy's stores or through ToysRUs.com as the flagship store is operated independently.
No. All items purchased on ToysRUs.com will not be accepted for return at the Toys"R"Us flagship at American Dream as the flagship store is operated independently.
The Toys”R”Us flagship store at American Dream is independently operated. For more information on hours and location, visit: www.americandream.com/venue/toysrus or Follow Us on social at @toysrusadm.