Returns & Exchanges

Returns And Exchanges

Returns and Exchanges Policy (Effective August 1st, 2019)

Returns or Exchanges will be given within 30 days of the purchase date with the original receipt, except as stated below.

RClub Members are eligible for an extended Policy and may Return or Exchange within 90 days of the purchase date with the original receipt and membership card, except as stated below.

For a Return or Exchange, all products must be unused, in original packaging, in resalable condition and with the original receipt.

We do not accept Returns or Exchanges without the original receipt.

No returns or exchanges on Toys R Us Canada or Babies R Us Canada gift cards, other gift cards, game cards or digital downloads.

Baby Products

Return & Exchange Policy applies, except as stated below.

Baby Registrants are eligible for an extended Policy and may Return or Exchange within 90 days from the Registry Event date (not the purchase date) with the original receipt, except where stated below.

For hygienic reasons, maternity undergarments, bras, maternity support belts and breast pumps that have been opened cannot be returned.

Car Seat Return Policy

For a Return or Exchange, the Car Seat must be unused, in original packaging, in resalable condition and with the original receipt. The box must include the Instruction Manual and the Registration Form, uncompleted.

Electronics / Video Games / Drones / DVDs

Return & Exchange Policy applies, except as stated below.

All video games, systems and accessories, cameras, drones and DVDs must be returned in original, factory sealed, unopened package for a Return or Exchange. If defective, opened video games and DVDs may be exchanged for the identical title only.

Seasonal Products

Return & Exchange Policy applies, except as stated below.

Manufacturer defects for swing sets, inflatable bouncers, trampolines and battery-operated vehicles will be handled directly by the Manufacturer.

All returns are subject to Store Management discretion.

How do I return an item that I 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 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 and Babies"R"Us Canada Store

  1. Pack the product in its original packaging.
  2. Bring a copy of your packing slip.
  3. Bring a copy of your confirmation email.

By Mail/Courier

  1. Return by Mail via Canada Post (Free of Charge!):
  2. Include a copy of the packing slip or your confirmation email along with your product.
  3. Pack product in its original packaging. Ensure the package is tightly sealed on all sides to ensure contents do not become dislodged during shipping.
  4. Bring your package to one of Canada Post 6000 Retail Offices in Canada. To locate the closest Canada Post Office, please visit canadapost.ca.

When you arrive at the Post Office, please provide the Canada Post Clerk this email, which includes the Canada Post Return ID Number and further instructions.

**Attention Canada Post Office Clerk: this Customer has a domestic parcel for return that uses a Canada Post Return ID number to generate a Parcel Return from the RPS System. Please complete the following steps in RPS:**

  1. Place the item on the scale.
  2. Select "Return Services".
  3. From the Item Details screen, enter Canada Post Return ID number PR425009.
  4. Complete the required fields, including dimensions and select "complete"
  5. Customers should be reminded that they are to retain the copy of receipt given to them by the Canada Post employee.

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

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 or provide you with details on how to receive the label allowing you to return the product at no cost to you.

  1. Please pack the product in its original packaging
  2. Print out the return label and attach it to the outside of the box.
  3. 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 our Returns & Exchanges Policy

Toys"R"Us Recalled Product Return Policy

The issue of product safety goes well beyond business and directly to the well-being of the families we serve. We are wholly committed to the safety of our customers. If you have purchased a product that has been recalled and you are still within our Returns & Exchanges Policy time period, please visit the Store closest to you. If you are outside of our Returns & Exchanges Policy time period, you may contact the Manufacturer directly or contact our Customer Service Team at 1-866-345-5656 who will advise on the proper recall process for your product.

Gift Returns for items bought on toysrus.ca or babiesrus.ca:

How do I return an item I received as a gift, that was purchased online?

You can return the item either at a Toys"R"Us Store/ or by mailing it back to our Warehouse by following the same steps listed under "How do I return an item that I purchased online?"

If you 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.

If you return the item to your local store, you will receive your refund in the form of a Merchandise Credit.

Please follow the steps listed under "Returning to a Toys"R"Us/Babies"R"Us Store".

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

I received this item as a gift and the person who gave me the gift did not provide me with a packing slip. Can I still return the item?

Yes, 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.

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 our Warehouse. The refund will be credited to the credit card or gift card that was used to originally 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 given us 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 item purchased was originally purchased using a gift card, the refund may be given in the form of a Merchandise Credit.

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.
  • Item requiring special delivery through a carrier that incurred additional restocking fees.

My refund is not showing on my credit card or gift card and I have already returned my package?

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.

Refund Method

If your original payment was made by cash, debit, credit card or mobile payment, then your refund will be applied using the same method.

If your original payment was made by merchandise credit, gift card, eGift Card or Paypal or you have a gift receipt, then your refund will be applied using a merchandise credit.