More store locations open! – 05/19/2020
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 and the Maritimes.
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.
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.
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
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
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
Full list of our store locations currently open for Curbside Pickup
“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.