Help and FAQs
Use the links below to skip to a specific section of the help and FAQs
- General Queries
- Shopping Enquiries
- Delivery Enquiries
- Cancellations & refunds
- Technical Issues
- VIP Newsletter
- Gift Card Enquiries
1. Where's my closest store?
You can view our store locations, trading hours and contact phone numbers via our Store Finder on our website.
2. When are your stores open?
For our trading hours please visit our stores page.
3. How do I apply for a job at Toys”R”Us?
Shortly you will be able to view all job vacancies on our website. Stay tuned for exciting opportunities across our stores.
4. Where can I direct a customer complaint or feedback?
Customer feedback is always welcomed and can be directed either to the Store Manager in person at your nearest store or online via our contact us page.
1. Can I buy a product over the phone?
Toys 'R' Us (Australia) are unable to process phone orders through our registers.
To buy a gift we suggest that you visit your local store. If you are unable to visit one of our stores and are looking to purchase a gift for someone in Australia we suggest that you purchase a Toys“R”Us gift card online. Or, if you are within 10km radius of our stores and live on the Eastern Seaboard we now offer a selection of outdoor and nursery furniture products online. To check if we deliver to you visit this page and use our postcode finder.
2. Can I buy a product online?
If you are within 10km radius of our stores and live on the East Coast we offer a selection of outdoor and nursery furniture products online. To check if we deliver to you visit our stores page and use our postcode finder.
3. Why don’t you sell all your products online?
We are currently working on making more and more products available online and hope to offer our entire range online in the future. At this point in time this facility is not available. To be kept up to date on our progress with online and other fantastic offers, you can sign up to our VIP Newsletter from the home page of our site. You can also view our most popular products online and purchase them at your nearest store.
4. Why are you only distributing to selected areas on the East Coast?
Delivery to the east coast ensures we can offer affordable and reliable delivery throughout the year. We will continue to review the process and endeavor to expand our distribution area overtime. Click here to use our postcode finder to see if we deliver to your area.
5. How do I order a product from your website?
All you need to do is click on either the Shop Outdoor Play or Shop Nursery Furniture tab and it will take you to a selection of Backyard Play, Pools and Water Toys, Sports and Bikes, Scooters, Ride Ons and a range of Nursery Furniture with Cots, Changers, and Drawers. You can move about this section with the links on the left hand side.
To view products currently on promotion view our current catalogues. Please note that unless the catalogue product is also featured in our Online Range you will not be able to purchase these items online. To purchase products in our catalogue or to view our entire range, please visit your local Toys”R”Us or Babies”R”Us Store. Please go to our Store Finder to get the details of your closest store.
6. How can I find a product on your website?
To see our range of outdoor play or nursery furniture products for sale online select the Shop Outdoor Play or Shop Nursery Furniture tab and you can view products via the categories in the menu on the Left Hand Side of this page.
7. I still can't find the product I'm looking for on your website.
If you are unable to locate a particular product in our selection of online products, it may be best that your visit one of your local stores and ask our friendly staff for further assistance. In store you will be able to see our entire range of products available to our customers. To find your local store please click here
8. If a product is on sale or discounted in your catalogue will it be discounted online?
Most discounts promoted in-store will apply to the same item if it is also available to be sold online. The discounted price will already be displayed next to the item you are viewing. This does not include the use of promotional coupons. Discounts are not available when purchasing a Toys”R”Us gift card and are not applied to shipping costs.
9. I have an email coupon offer, can I use it online?
No unfortunately email coupons are not able to be used online at this time.
10. What types of payment do you accept online?
Only credit card payments via the following credit cards: Mastercard and Visa are accepted at Toys”R”Us online store. Cash, EFTPOS and Paypal are currently not accepted online.
11. Will my Credit Card details be secure?
All online credit card transactions are secured with SSL encryption and are handled by DPS which is certified by all Australian banks. No credit card details are stored on any Toys”R”Us systems or in any paper format. For more information visit paymentexpress.com.
1.What are the costs for delivery?
Exact delivery charges will be displayed when you reach the checkout. The costs vary depending on the size of the item, its weight and the number of boxes it comes in. A small table as been provided as a guide below:
- Small items (eg. Scooter & selected Change Tables) $15-$20*
- Medium items (eg. Large Bikes, Trampolines & selected Cots) $25-$45*
- Large Items (Backyard Play Gyms) $150*
*these are approximates and vary depending on the specific product selected, the exact delivery charge will be advised at checkout
2. When will my order arrive?
Deliveries are made from Monday to Friday between 9am and 5pm. Once your order is placed a customer service representative will be in touch with you to organize a suitable delivery window. In most cases, delivery will be within 7 working days of your payment. You will be given a more accurate delivery time when you are contacted by our customer service representative. As a guide delivery times by region are as follows:
- Sydney, Regional NSW & ACT - 2-3 days (from the day you are contacted by a customer service representative)
- Melbourne & Regional VIC - 3-5 days (from the day you are contacted by a customer service representative)
- Brisbane – 3-5 days (from the day you are contacted by a customer service representative)
- Regional Qld – 5-10 days (from the day you are contacted by a customer service representative)
If you have any questions, queries or delivery issues please call the Toys”R”Us call centre on 1300 292 015.
3. Who can I contact about my delivery?
If you have any questions, queries or delivery issues please call the Toys”R”Us call centre on 1300 292 015 or email toysrus@dbschenker.com.
1. Can I cancel an order I have made online?
Orders must be cancelled within 24 hours after purchasing. After this time you must call 1300 292 015 (free call within Australia) to see if you qualify for a refund.
2. What do I do if my item is damaged or defective?
Please call 1300 292 015 and have your emailed order confirmation, original receipt or packing slip for the product available to you. The customer service line will take your details and the items details and organise for them to be replaced.
If a refund is preferred, please make sure to have your original receipt or packing slip. A refund will be applied to the card that was used to make the payment.
3. How do I return products to toysrus.com.au?
If you change your mind we accept returns as long as the following conditions are met:
- The item is returned in the original packaging, with all pieces intact and in original condition.
- The original email confirmation is provided
A restocking fee may be charged for large items
A refund will be applied to the card that was used to make the payment
In the event the item is unboxed or partially assembled, Toys”R”Us is unable to offer a refund so please take your time to when making your choice to avoid any inconvenience at a later date. To return an item, please call 1300 292 015 and have your original receipt, emailed order confirmation or packing slip available to assist the customer service line in identifying your order.
4. How do I return an item to a Toys”R”Us Store?
If you change your mind we accept returns to the store as long as the following conditions are met:
- The item is returned in the original packaging, with all pieces and in original condition.
- An original receipt or emailed confirmation is provided. Not a photocopy*
A refund will be applied to the card that was used to make the payment.
In the event the item is unboxed or partially assembled, Toys”R”Us is unable to offer a refund so please take your time to when making your choice to avoid any inconvenience at a later date.
For a list of Toys”R”Us store locations, please click here.
5. Do online products come with warranties?
Many of the products that are sold on the Toys"R"Us website come with a manufacturer's warranty. For additional information on the manufacturer's warranty for a specific product, please contact the manufacturer. Generally you will be able to find their contact details on the item packaging however if you are unable to locate the contact details of the manufacturer please don’t hesitate to contact us and we will be happy to pass on their details.
6. What do I do if a Toys"R"Us online product has been recalled?
Nothing is more important than the safety of your children. To that end, we will gladly accept returns on recalled items. If you choose to return your item to toysrus.com.au via calling 1300 292 015, a refund will be processed to the original method of payment as long as the item is accompanied by your packing slip. No restocking fee will apply in the case of product recalls. If you choose to return the item to one of our retail stores, a refund will be processed to the original method of payment if you have your packing slip, or to a Toys"R"Us merchandise value card if you do not have your packing slip or receipt.
* Please note: Without a proof of purchase original receipt and/or a copy of your emailed order confirmation we will not be able to assist you with a refund, exchange or repair.
1. I'm having trouble ordering from Toys”R”Us online store. Who can I turn to for help?
If you need technical support you will need to contact us via email. Please provide as much detail as possible, including which operating system you are using, browser type and version and any other technical information which may help Toys”R”Us customer service team to assist you.
2. I've placed an order online and it has not appeared on my credit card statement. Have I done something wrong?
Your credit card will be charged when your purchase is delivered. We will contact you by email if there is a problem processing payment with any part of your order.
3. My order has not arrived in the timeframe that was advised.
Please contact Toys"R"Us Customer Service team to check on the progress of your order and remember to include your order number with your enquiry. Call 1300 292 015 (free call in Australia).
4. I did not receive an email receipt.
Upon placing your order you should receive a confirmation email followed by a dispatch email once your order has been dispatched. Sometimes SPAM filters may stop these emails from arriving in your inbox. If for whatever reason you do not receive either of these emails, please contact us via email.
1. How can I sign up to the VIP Newsletter?
Toys”R”Us VIP Newsletter - is full of the latest product information on new and upcoming releases and fantastic value offers. You can subscribe to the VIP Newsletter here.
2. I've changed my email address but would still like to receive the VIP Newsletter.
If you still have access to your old email address, click on the "unsubscribe" link in the footer of the email, follow the instructions to unsubscribe your old address. Once your old address has been unsubscribed you may re-subscribe with a new email.
If you have any problems subscribing or unsubscribing from Toys”R”Us or you do not have access to your old email address, please contact us and we will update it on your behalf.
3. I would like to unsubscribe from the VIP Newsletter.
You can unsubscribe by opening a recent email newsletter and click on the "Unsubscribe" link located in the footer of your email. If you have difficulty unsubscribing please contact us and we will unsubscribe on your behalf.
1. Can I purchase a product as a gift?
Toys”R”Us does not offer a gift wrapping service but it is still possible to purchase items as gifts by nominating a different recipient and address at the time of purchase within Australia. Please note that the products come in factory boxes and will have the product name listed on the side.
2. Can I order a gift card online?
Yes, please visit Gift Cards to select from over twelve Gift Card designs and send the gift of choice. You can either have the card sent to yourself or directly to your special someone. Please allow up to 5 working days for delivery and up to 7 days over public holiday weekends. Please contact us should you have any queries.
3. Can i get my gift card delivered?
Yes, your gift card will take between 4-5 working days to get delivered to your nominated address and up to 7 days over public holiday weekends. It will arrive in the post. Express Post is currently unavailable.
4. Can I redeem my gift card online?
It is not currently possible to redeem your gift cards online.
