Toys R Us Support Center

Find Toys R Us helps, faqs and knowledge base quickly

Does Toys R Us Charge for the Sales Tax?


The amount of sales tax charged to an order varies depending on the state the item(s) will be shipped to and local sales tax laws. You will be able to see the sales tax amount before submitting your order. 

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What is the Payment Policy Of Toys R Us


For security, your billing name, address and phone number must match the information that appears on your credit card monthly billing statement. ToysRUs reserves the right to cancel any order that does not match these criteria.

Authorization process and holds on credit and debit cards  

Before your item(s) is shipped, your debit or credit card statement may show what looks like a charge to your account. This is known as an "authorization hold" and is placed on your account by your financial institution to make sure funds are available once your order ships. While you have not been charged, this hold does lower your available balance and typically lasts 3-7 days, depending on the policy of your financial institution. 

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What Payment Options Does Toys R Us Accept?


Credit cards accepted by 

  • "R"Us credit cards 
  • MasterCard
  • Visa
  • American Express
  • Discover

Other forms of payment that are accepted:

  • U.S.-Issued "R" Us Gift Cards 
  • PayPal
  • Cash/Pay in Store

Please note:

  • Third-party forms of payment and Cash/Pay in Store option ("R"Us Gift Cards & Paypal) cannot be used for all purchases. 
  • Payment may be split between one of the accepted credit cards and a Toys"R"Us or Babies"R"Us Gift Card, but payment can't be split among multiple credit cards. 

ToysRUs does not accept the following forms of payment: 

  • CODs 
  • Personal checks
  • FSA Cards
  • Gift cards from other merchants

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When Can I Track My Order At Toys R Us?


Orders placed on and may be delivered by one of several different carriers and shipping methods. Therefore, tracking availability may vary depending on the type of item you purchased, the shipping method you selected during checkout, and the carrier that is delivering your item(s).

Occasionally, orders are delivered via a carrier that does not offer the ability to track a package. In these rare instances, "order status/tracking" on and will not offer tracking information, but will still offer order status and other details.

You can track your Free Store Pickup order within 15 minutes after it is submitted, in the "order status/tracking" area of our website with your order information. Free Store Pickup orders are typically ready for pickup in under an hour, but orders placed near or outside store hours may require additional processing time.

If you have selected our Pay in Store payment option, you will not receive a tracking number until ToysRUs has received your payment in full and your order has shipped. You will have 48 hours to visit any U.S. Toys"R"Us or Babies"R"Us store and make your payment, and then your order will be released for shipping.

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How to Change Or Cancel My Order At Toys R Us?


At this time, ToysRUs is unable to modify or make changes to an order once it has been submitted. 

Only Ship to Home orders with Economy or Standard Shipping may be cancelled within 45 minutes of submitting your order. All other orders, including Ship to Home orders with Express or Expedited Shipping cannot be cancelled after the order is submitted because they are processed immediately to ensure ToysRUs meet the expected delivery obligation. 

If you are able to cancel your order you will see a "cancel order" button when viewing your order in the "track your order" section of the website (My Account -> Order Status/Tracking -> Track your order). You can also access your order by clicking on the link found in the cancellation information section of your confirmation email. When viewing your order simply click on the button and your order will be cancelled. If you do not see this button, that is an indication that your order is either not eligible for cancellation or it is too far along in processing to be cancelled; it will ship as expected.

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My Order Was Cancelled, Why?


Cancellations due to order processing difficulties .

Occasionally, orders or parts of an order are cancelled for various reasons. Some reasons are: 

  • The item(s) are not available. 
  • Your payment information could not be verified.
  • The shipping address could not be verified.

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How Do I Contact Customer Service Of Toys R Us?


Availability is indicated by the green dot next to the Chat option. Chat agents are available to help you throughout the day with minimal down time. If Chat is not available, please call Customer Service team at 1-800-869-7787. 

You can contact Customer Service team by calling 1-800-869-7787. ToysRUs is available between the hours of 8:00AM – 11:00PM EST, 7 days a week. 

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Also, you can visit Toys R Us Official Website to get more helps, faqs and knowledge base.

About Toys R Us

Toys“R”Us, Inc. is relentlessly striving to be the best toy and baby retail company for the world. It has solidified its position by offering a differentiated shopping experience through its family of brands.

Today, merchandise is sold in 881 Toys“R”Us and Babies“R”Us stores in the United States, Puerto Rico and Guam, and in 840 international stores and more than 265 licensed stores in 38 countries and jurisdictions. With e-commerce sites including and, the company provides shoppers with a broad online selection. In addition, the company is committed to serving its communities as a caring and reputable neighbor.