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 6-8 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 6-8 days to arrive, however you may consider Curbside Pickup. Stores are currently preparing your order in 4 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.

Still need help? Contact Us