R Events
Curbside Pick Up
Covid FAQ
Stay at Home
A Message from our CEO

Pre-Orders are now available - 07/01/2020

Select new release items across our site are now available for pre-order. To complete a pre-order purchase, just add the item to your cart and check out as you normally would. Your item will be shipped to you on release day.

Combining your pre-order with an in-stock item? No need to wait. The in-stock item will be shipped as soon as your order is processed.

Click here to shop new and coming soon items.

Learn more

Order Delivery Timeframe Update - 06/25/2020

With kids at home and play continuing to thrive, our teams have been working hard to ensure orders are shipped in a timely manner. In partnership with our distribution centres and delivery partners, ship to home orders are now estimated to arrive in 6 to 8 business days. We thank you for your patience as together we adapt to the “new normal”. With all locations now open to the public, we continue to encourage our customers to visit us in store or to place orders via curbside pickup to be ready in approximately 4 hours. Click here to learn more about how use curbside pickup.

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All locations are now open! - 06/24/2020

We are happy to announce that all Toys “R” Us locations are now open for in-store shopping. We continue to look forward to seeing all of our loyal customers while adhering to proper social distancing practices. Curbside pickup will continue to be available for select online orders. Visit our store locator to confirm your local store hours.

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More store locations open! – 06/12/2020

As per provincial allowance, we are happy to announce the re-opening of our Belleville and St. Laurent stores effective today. With these additional openings, 78 of our 82 stores are now open for business to serve our customers with both in-store and curbside pick up orders.

Click here to learn more about how we are keeping our stores safe for our customers and employees.

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More store locations open! – 05/25/2020

It is with great pleasure that we announce the re-opening of several of our locations across Canada! We have received provincial authorisation to open locations in British Columbia, Alberta, Saskatchewan,Manitoba, Ontario, Quebec (including Montreal) and the Maritimes. Currently we have been able to re-open 72 of our 82 locations with the goal of fully re-opening shortly.

Click here to find out how we’re working hard to keep our stores safe for our customers. We continue to offer our Curbside Pickup program so you can shop however you like.

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Toys “R” Us Stores are beginning to re-open! – 05/11/2020

On behalf of the entire Toys R Us family, we’d like to thank you for your support over the past few months. We worked hard to evolve our operations and offer you new services like Curbside Pickup so we could keep facilitating play for kids all over the country. 

Some of our stores received provincial authorization to reopen on May 4th and we opened our doors in Gatineau, Drummondville and Galeries de la Capitale and our 3 Winnipeg stores. Click here to learn more about the safety measures we’re putting in place. We’ll continue to update this page with store opening information. With social distancing measures still in place, we’re excited to continue to offer our Curbside Pickup service.

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Online Orders and Customer Service Inquiries - 04/21/2020

To our Valued Customers, Families and Friends,

During this period where families are staying home and staying safe, play is at an all-time high. We would like you to know that R team is working hard to fulfill your online orders. Our customer service team is seeing an overall increase in calls and emails and are working as quickly as possible to respond to you, our valued customer. We thank you for your patience as we do our best to rapidly adjust our systems to address the increase in demand.

What does that mean?
We would like to assure you that we are working diligently to fill orders, keep inventory up-to-date on our website, and to personally address each inquiry that we receive from you, all while continuing to practice safety precautions for our employees and customers. We have already taken immediate action to strengthen our customer service team to serve you faster with an ‘all hands on deck’ approach - team members from across our departments have now been trained to respond to customer service inquiries.


Please reference our frequently asked questions below. A lot of the topics you’re reaching out to us about are covered here.


Toys“R”Us and Babies“R”Us COVID-19 FAQ
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.
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.
Yes, we are still offering price matching. Please refer to R Price Match Policy and complete our Price Match request form for online orders.
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.
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.
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. 
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.
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.
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.
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.
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.
A full list of our store locations that are currently open for Curbside Pickup with their hours can be found here.
  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
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.
Please contact the store location that you placed your order with, one of our associates will be happy to assist you.
Please visit one of our store locations upon reopening, they will be happy to provide you with a new registry swag bag.

Online Delivery Update – 04/07/2020

We hope you and your family are safe. We are currently experiencing higher than normal order volumes, as are our online courier partners: Canada Post and Purolator. While we’re thrilled that play is at an all-time high, please be patient as our team works on getting your order shipped as fast as we can.

Currently, it will take 10-15 business days for your order to arrive, depending on the location. If you haven’t yet placed an order, please consider Curbside pickup. Stores are currently preparing your order in 5 hours or less. Click here to read about how Curbside Pickup works, and to find your closest available store. In anticipation of Easter this weekend, we are extending our Curbside Pickup hours from 10-4pm to 10-6pm on Thursday April 9th and Saturday April 11th.  

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 email and go to Canada Post's tracker here or Purolator's order tracking tool here to find the status. 



Current Estimated Processing Times

Processing Stage 1
Toys "R" Us Canada
Estimated Processing Time
5 Business Days
Processing Stage 2
Purolator
Canada Post
Estimated Processing Time
5-10 Business Days
5-10 Business Days
Total Estimated Delivery Time
10-15 Business Days




Find your local store's available hours here

To find your store’s local hours of availability, please click the find stores button below. Please note, curbside pickup is currently available in select locations until further notice.



*For detailed list of all our store hours, visit our store locator

“R” Stay At Home Play Packs

Designed to keep your kids’ little hands and big imaginations busy, Toys “R” Us has created a series of Stay At Home Play Packs. “R” goal is to bring the power of play home to everyone during this difficult time and to encourage everyone to stay safe and have fun while doing so.


A Message from our CEO

March 27, 2020

Dear Canadian Parents, Families, Friends and Gift-Givers,

Out of an abundance of caution, we have made the decision to temporarily close our 82 stores until further notice. This decision is based on prioritizing the well-being of our customers and team members. Our online stores at toysrus.ca and babiesrus.ca remain open to serve you. We will also continue to offer our Curbside Pick-up service at most locations.


At Toys"R"Us and Babies"R"Us, we want to partner with you to help your kids achieve their potential, so they grow up to be good young adults. As we navigate the days and weeks ahead we will continue to deliver on this commitment to you our loyal customers. This decision will be reviewed on a daily basis after considering the recommendations of the Public Health Agency of Canada.


Stay safe, fellow Canadians.



Sincerely,
Vic Bertrand