Returning your order

How to return an item that was 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 bought online 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 Canada and Babies“R”Us Canada Store:

• Pack the product in its original packaging.
• Bring a copy of your packing slip (if it was included).
• Bring a copy of your confirmation email.

By Mail/Courier (at your cost)

• Carefully pack your item in proper packaging.
• Include a copy of the packing slip (if it was included) or your confirmation email along with your product.
• Pack product in its original packaging. Ensure the package is tightly sealed on all sides to ensure contents do not become dislodged during shipping.
• Contact our Customer Service to know the proper return address based on your location.
• Please request and retain the copy showing the tracking given by the carrier as it will be required for any investigation on refund/replacement.
• Please note that you are responsible for any associated shipping fee when returning your item(s) and that for your protection, we recommend you use an insured mail service for your return.

All returns must meet our Return Policy.

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

Returning a damaged/Defective item

If you simply want a refund, return it to us in one of our Stores. If you prefer to return it to us via courier, please contact us and we will assist you with a return at no cost to you

If you would like an exchange for your damaged or defective item, please contact us. Our Customer Success 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.

• Please pack the product in its original packaging.
• Print out the return label and attach it to the outside of the box.
• Include a copy of the packing slip (if it was included) or your confirmation email along with your product.

Once we receive the item, you will either refund the price of the item as well as any applicable taxes and shipping costs or send you a replacement. Refunds will be issued in the original form of payment used to purchase the item, starting with the refund on your credit card and then the Gift Card.

Please note that to receive a refund for the shipping cost of the item, you must contact our Customer Success Team before returning the item to us.

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

Gift returns for items bought on toysrus.ca or babiesrus.ca

You can return the item either at a Toys“R”Us Canada and Babies“R”Us Canada or by mailing it back to our Warehouse by following the same steps listed under " How to return an item that was purchased online”.

Return the item to your local store: please contact the person who gave you the gift and ask for order number or the email confirmation. With this information, you can make the return. You will receive your refund in the form of a Merchandise Credit.

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.

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

If this item was a gift and the person who gave you the gift did not provide you with the packing slip:

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.