Help Center

Unfortunately, no you cannot change or cancel your order. You can:

• Refuse package (full return inclusive of shipping and handling)
• Issue return for merchandise refund only

Once your order has shipped, we will send you a shipping confirmation email with a link to track the order on the carrier's website. By clicking the link, you will be able to check the status of your order once it's in transit.

If you cannot find your email, you can also find your order by clicking here. In the check order section, you will be able to track you order using the following information:

• Customer Order #
• Billing Zip Code
• Email Address

Note: It may take 24-48 hours for your tracking information to reflect details on the carrier’s website.

Price adjustments can only be made within 10 days of your purchase and only if the original purchase was made without a promotion code applied. Price adjustments are valid for ToysRUs.com prices only and cannot be adjusted to price match competitors.

• You will be refunded the difference in price to your original form of payment.

If you would like to request a price adjustment, please click here

Please note: Due to customer privacy and security concerns, Toys“R”Us does not accept price adjustment requests submitted via applications or 3rd parties. Only requests submitted directly by a customer will be accepted.

Looking for warranty information on a product you purchased at Toys“R”Us? Please contact us here here.

Please include:

• Email address
• First and Last Name
• Daytime Phone Number
• Product Detail information
• Purchase Date
• SKU or UPC codes
• Order Number

We apologize if your item arrived incomplete, damaged, broken, missing components, or defective. You will have 30 days, from the day of delivery, to notify us if you did not receive your merchandise, if your merchandise was wrong, or if the merchandise was missing pieces or parts. Contact us here for assistance.

Please include:

• Email address
• First and Last Name
• Phone Number
• Detailed explanation of the issue or concern with your order
• Order Number

We apologize if your item arrived damaged, broken, or defective.

Contact us here for assistance with this issue. For more info on returns, here’s our return policy.

Macy's partnered with WHP Global, parent company of Toys“R”Us, to bring the beloved brand back to shoppers across America. Through this partnership, Macy's is powering online fulfillment for ToysRUs.com.

We make every effort to ship your items together, but there will be times when we may have to divide your order into multiple shipments. Common reasons for this include:

• Availability of items ordered
• Order item(s) are shipping from different fulfillment centers
• Order item(s) are shipping directly from the vendor

Note: When we divide an order into multiple shipments, you won't be charged any additional fees. We divide the shipping cost provided at Checkout across the multiple shipments when your order is charged, and you won't be charged until your order ships. Also, the original authorization hold will remain until all shipments have been completed.

When you place an order, we put an authorization hold on your credit card in the amount of your order. This hold secures the funds and is not charged until your order ships.

If your order is canceled for any reason, Toys“R”Us will send an authorization reversal to your bank.

The exact amount of time until the hold is removed from your account is determined by your bank or credit card company, so the time frame may vary.