An important first step, but frequently overlooked, is to read all instruction manuals before installing, testing & using your goods. Enjoying hobbies can sometimes entail the use of complicated products, instruments and high speed devices. Please be certain to carefully follow the instructions set out by the manufacturer in order to minimise the potential for problems.
Toys"R"Us wants you, our customer, to enjoy the products you purchase from us, and there's nothing more upsetting to us to see a customer frustrated and upset for an entire weekend only to discover that a small step was overlooked in the product use - such as a safety switch on an RC boat doesn't function unless it detects that it is submerged in water! Please take the time to read the manufacturers instructions.
An essential habbit to form in many hobbies is to test prior to use. If it is a product that flys, it is quite important to test prior to take-off just as a real pilot would test an aircraft. The same reasoning applies to products that move at high velocity and may get away from you before you can stop it. This is to ensure parts are functioning and are in working order, and also ensures that components have not been broken or worn-out during previous use, worked their way loose, or have become faulty. Discovering a loose component or malfunction whilst in mid-air may lead to serious damage.
Damage sustained as a result of a crash or misuse are not claimable under warranty. In these instances please contact us to assist you with servicing or repair, refer to the guidelines below.
Engaging in electronic hobbies often involves dealing with rechargeable batteries. These batteries are not the same as household batteries, are not intended for normal household use and therefore require additional precautions. If you are unable to strictly adhere to these precautions or the product is intended for children, restrict your purchase to products that involve alkaline AA or AAA batteries only for safety reasons.
Please take the time to carefully troubleshoot your product issue with our assistance if you encounter difficulties, we are here to help wherever we can.
In instances where purchasing mistakes have been made or there is a change or mind, we may sometimes be able to provide store credit or exchange for the goods if they are returned in resellable condition and in original packaging. If you have a product that was purchased in error, please contact our support team via our contact form to determine if this is possible in your case.
Products that are physically damaged via impacts, use of incorrect fuels, incorrect batteries, foreign objects or any other form of physical alteration/misuse that causes a problem may not be covered by warranty. In these circumstances however please contact Toys"R"Us for service assistance whereby parts and repairs may be performed at a nominal cost - we want you to continue to enjoy your product when these situations occur. At Toys"R"Us we are proud to assist customers to not only avoid paying high prices on products and components, but also to avoid the high costs associated with item servicing that is often encountered at expensive hobby stores.
Products that employ the use of nitro or petrol forms of power often require a level of adjustment, tuning and troubleshooting. For these reasons we recommend them for intermediate and advanced users only. Because experience level and mechanical experience varies considerably amongst hobbyists, the adjustment and tuning of nitro or gas powered products is applicable under warranty as it is not a manufacturing fault. Toys"R"Us can assist you however if you need assistance to tune or adjust your product. We have also written and provided a number of tuning articles in the Knowledge Base section of this website.
When a fault or problem with your order occurs, we're here to assist - whether its a minor issue or a major product fault it is important to immediately stop using your product and contact us via our website contact form. If there is a minor fault we will offer to repair, replace or refund the item. In the event of a major fault you may elect a repair, replacement or refund. Please note that replacements will be subject to stock availability and we shall do our best to meet your requirement, otherwise a refund may need to be offered or in some instances we can replace with a similar or superior item.
If you have a product that requires either operational assistance or help claiming your warranty, please:
Most products purchased from Toys"R"Us carry express manufacturer warranty periods of twelve months, and we can sometimes assist customers outside of those periods depending on the reasonable nature of the item. Some products such as supplies, tools, reburbished, single use products, hobby products or toys may not reasonably be expected to last long periods of time - in these instances we may still be able to help repair or replace parts at a nominal cost. Toys"R"Us is very reasonable in these circumstances and always complies with consumer guarantees, so we're here to help where possible.
Toys"R"Us processes warranties promptly and within a reasonable period from the time that they are received by us. Please understand the time involved for a warranty claim may for example include: the time it takes for you to send us the item, our time to test, repair or replace the item, and the shipping back to you, our customer.
The best approach to follow if you need assistance with an item purchased from Toys"R"Us, is to contact us. If you have any further questions on our warranty or returns guidelines, please do not hesitate to contact us!