Frequently Asked Questions

We are an online store. We do not currently operate physical retail stores in Australia. You can order at any time at www.toysrus.com.au and have your order delivered or choose Click & Collect and pick it up from our warehouse in Clayton, Victoria (Part 2 of our Terms & Conditions of Sale).

Our sister brands are Babies"R"Us (babiesrus.com.au), Hobby Warehouse (hobbywarehouse.com.au) and RIOT Art & Craft (riot.com.au). Orders on those sites are separate from Toys"R"Us orders and have their own terms, delivery and returns.

Use the form at www.toysrus.com.au/pages/contact, the contact form on our Help Centre, our chat or our AI assistant (Ask Geoffrey), or email us at orders@toysrus.com.au. Our automated support is available 24/7, and our team is available Monday to Friday, 9:00am to 5:00pm (Melbourne time). We don't currently offer a general customer service phone line, but we may contact you by telephone. Calls may be recorded for training and record keeping purposes with your permission. Ask Geoffrey is an AI assistant who provides general information only.

American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, Union Pay, Visa, Afterpay and Zip. Layby (LayUp) is also available on selected products.

Yes. Afterpay, PayPal pay in 4 and Zip are available at checkout, alongside our standard payment methods.

No. Only one discount code can be used per order. Discount codes can't be combined with bundle or multi-buy pricing, can't be used on products that are already reduced, and can't be used to buy gift cards. You can still pay with a gift card on an order that uses a discount code.

No. Discount codes apply only to full-price products. If your cart has both full-price and reduced items, the code is applied to the full-price items only.

Contact us as soon as possible. Once we've sent your Order Confirmation, your order is a binding contract, subject to the cancellation rights set out in our terms of business. If it hasn't been dispatched, we'll do our best to stop it and refund you in full, except for products marked as not eligible for change-of-mind returns in the product description shown before the item is added to cart (such as Pokémon TCG products), which can't be cancelled once your order is confirmed. Once it's been dispatched, it can't be cancelled, but you may be able to return it under our change-of-mind returns policy if the product is eligible.

Orders paid for using the LayUp layby service may, in some circumstances, be eligible for cancellation. Layby cancellations are covered by our Layby (LayUp) Terms & Conditions; fees and charges may apply.

You can cancel a pre-order free of charge at any time before it's dispatched, unless the product was specially ordered at your request or is marked as not eligible for change of mind. If the release date changes significantly, you can cancel for a full refund. Once your pre-order has been dispatched, it's treated like a standard order, and change-of-mind returns, if eligible, may incur a fee.

Contact us straight away. If the order has not been dispatched, we will usually be able to update it. Once it is with the carrier, we cannot redirect it. If your order has shipped, we suggest you contact the carrier to see if they are able to redirect your order.

Orders are occasionally cancelled because an item was unavailable, the order didn't pass our payment or fraud checks, it exceeded a published purchase limit or a reasonable retail quantity, there was a pricing error or a technical error on our website, we reasonably believe the order was placed in breach of our terms and conditions (for example, an order placed by a bot or by a person under 18 years), or we identified misuse of a discount code. We'll always email you and refund you in full for any cancelled items.

Contact our customer care team at orders@toysrus.com.au and we'll send you a tax invoice. You will automatically receive an order confirmation upon receipt and acceptance of your order.

Delivery costs are calculated at checkout based on the size, weight and destination of your order. Delivery is free on eligible orders over $149 (based on your order value after any discount code is applied) sent by a carrier of our choice. See our Shipping & Delivery Policy for exclusions from our free shipping policy, including Big & Bulky items, Pokémon and selected trading cards, some remote postcodes and partner warehouse products, together with other products we nominate as exclusions.

Please allow up to 2 business days for us to dispatch your order (longer at peak times). After that, standard delivery usually takes 1–8 business days to metro areas and longer to regional areas, depending on your state. See the delivery table in our Shipping & Delivery Policy for estimates by location. Timing can be longer during busy periods or carrier interruptions (for example, natural disasters, industrial disputes, breakdowns or accidents), and we can't guarantee specific delivery times, as they depend on carrier networks, weather and the distance from our Clayton warehouse.

Please allow up to 2 business days for us to process and dispatch your order. We don't have a fixed daily cut-off time and can't guarantee same-day dispatch. Orders are processed Monday to Friday, and orders placed on a weekend or public holiday normally start processing on the next business day. During peak times we may dispatch orders outside business hours. Layby orders are dispatched within 2 business days of your final payment clearing.

Not at this time. We currently deliver within Australia only.

Yes, we deliver to PO Boxes when you choose Australia Post Standard as your shipping method. We currently do not ship to Parcel Lockers.

You will receive a Dispatch Confirmation email with a tracking link to a website operated by the carrier of your order. Tracking can take up to 24 hours to show its first scan, because carrier manifests are lodged at the end of the day. All of our delivery services include tracking. Larger orders may arrive in more than one package. If something is missing when the first one arrives, check your Dispatch Confirmation before contacting us, as another package may be on the way.

Tracking updates are provided by our carrier partners and are outside our control. If your order has not been received within our estimated shipping time, contact us with your order number. We'll lodge an enquiry with the carrier once your parcel is 5 business days past its estimated delivery date.

It depends on the service. Standard Australia Post and Aramex deliveries don't need a signature, and you can choose Authority to Leave at checkout. If you do, the parcel is your responsibility once it's been left at your address. Big & Bulky and Express Freight deliveries need someone to be home to sign.

Cut-off dates vary by year and service. We publish the confirmed dates on this page and our homepage ahead of the peak period each year.

Yes, in most cases, subject to exclusions. You have 30 days from receiving your order to return an item for a change of mind, as long as you contact us first and the item is unopened, unused and undamaged, in its original condition. You pay the return postage, and a restocking fee of 10% of the value of the returned items may apply. For items over $75, we recommend a trackable or insured postage service, as we can't guarantee we'll receive an untracked return.

We do exclude products from our change-of-mind policy, and where this has occurred, we will clearly mark the product listing on our website. Items marked bulky, items shipped from our partner warehouse and Pokémon TCG products are excluded. See our Returns, Refunds & Warranty Policy for the full list of exclusions.

Stop using it and contact us with your order number, a description of the fault and a photo or short video if you can. If the failure is major, you can choose a refund or a replacement, or keep the item and ask for compensation for its drop in value. If it's minor, we may repair, replace or refund. You don't pay to return an item we accept is faulty, and you don't need the original packaging. Your rights under Australian Consumer Law are expressly preserved.

Please contact us within 24 hours of receiving your order so we can sort it out quickly. If you can, send photos of the carton and the product and keep the packaging, as this helps us investigate with the carrier. We'll replace, resend or refund at no cost to you.

For faulty, damaged or incorrect items that we require returned, we do: we send a prepaid return label by email for you to print and attach to your return package. For change-of-mind returns, you do.

Please contact us before sending anything back so we can match your return to your order, review your request and, if it's approved, send you the Return Authorisation details. If you'd like us to handle your return, please send it to us rather than to the manufacturer. Our returns address is Toys"R"Us, Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia. Please quote your Return Authorisation number when returning your items. For bulky items, please contact customer service first, as we may arrange collection or require you to return the item to a different address.

Once approved, refunds are processed within 1–2 business days. Funds typically appear in your account within 5–10 business days, depending on your bank or card provider.

Yes. If a gift is faulty, you have the same rights as the person who bought it, and we'll work with you directly on the remedy. For a change of mind, the gift must meet our change-of-mind requirements, and we'll refund the original purchaser's payment method or give you store credit instead.

Gift cards, opened trading card and blind box products, Pokémon TCG products, products that were marked not eligible for change-of-mind returns on our website at the time of your purchase, assembled or used items, personalised items and items ordered for you at your request, dress-up and character costumes, opened party consumables, and partner warehouse items once processing has started can't be returned for a change of mind. This doesn't affect your rights if a product is faulty or not as described.

Yes. Please first contact our customer service team to lodge your return request. Once it is approved, you will be provided with a Return Authorisation number. Please bring your items and your Return Authorisation to our Click & Collect location, as detailed below.

Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, between 11:00am and 4:00pm, Monday to Friday, excluding Victorian public holidays. Head to the undercover car park and follow the signs.

We'll email or SMS you when it's ready, usually within 1 business day. Please wait for that message before coming to our warehouse. If you haven't heard from us within 48 hours, check your spam folder, then contact us.

Photo ID, along with your surname and order number.

Yes, provided they bring written authorisation from you at the time of collection.

Contact us at orders@toysrus.com.au before the two weeks is up and we'll extend it where we can. If we don't hear from you, we'll send you a reminder, then cancel the order and refund your original payment method, less a restocking fee of up to 10% of the order value to cover our handling costs.

Not at the moment. Click & Collect is available within Victoria only and isn't available for layby orders or orders shipped from our partner warehouses.

Add the items you wish to purchase to your cart, choose LayUp in your cart or on a product page, and set up a payment plan: weekly, fortnightly or monthly, over 4 to 26 weeks. There's no interest. We hold your order and ship it once your final payment clears. All orders paid for using LayUp are subject to the additional terms for LayUp, which can be found on the LayUp website.

Only products that show LayUp as a checkout option are eligible for LayUp. We reserve the right to limit the availability of LayUp across any items in our range, including bundles and package pricing, orders using a discount code, gift cards, Click & Collect, and some sale and clearance lines (shown at checkout).

For payment plan questions, such as instalment dates, changing your payment method or a missed payment, contact LayUp. For anything about the products themselves, delivery, faults or returns, contact us at orders@toysrus.com.au.

Please visit the LayUp FAQs for further information.

Contact our customer care team at orders@toysrus.com.au with your gift card number and we'll let you know.

Three years from the date it's issued. The expiry date is shown in the email it arrives in.

Yes. A gift card is a payment method, not a discount, so a valid discount code can be used on the same order unless the promotion says otherwise.

Our gift cards are digital and delivered by email, so please keep that email safe. If you can't find it, contact us and we'll do our best to resend it to the original email address. Unfortunately, we can't replace value that has already been used by someone else.

Age recommendations that appear on our products or website are the manufacturer's safety recommendation, not a measure of your child's ability. Always follow the warnings on the packaging. We do not recommend the use of the product by children outside of the age range suggested by the manufacturer.

We require the products we sell to comply with all applicable mandatory Australian safety standards, including the button and coin battery safety standard. See Part 5 of our Terms & Conditions of Sale for more information.

Yes. These products must be used in line with Australian, state and local laws, which vary by location and may restrict use on footpaths, cycle lanes and public roads. It's your responsibility to check the rules that apply where you'll use it, and to follow the manufacturer's age, weight and safety guidance. See Part 5 of our Terms & Conditions of Sale for the full position, including on returns.

At www.toysrus.com.au/pages/recalls, and on the national database at productsafety.gov.au. If a product you bought is recalled, stop using it and follow the recall notice. You're entitled to the remedy set out in the notice (usually a refund, replacement or repair), no matter when you bought it.

Yes. A limit of one item per customer applies to new and high-demand releases, and all products are limited to reasonable retail quantities.

No. Contents are randomised by the manufacturer, and we never open, search or weigh sealed products. We can't guarantee any particular card, figure or variant, and we can't accept a change-of-mind return because you were unhappy with what was inside. Your rights still apply if a product is damaged, counterfeit or missing contents.

In full, at the time you place your pre-order.

We'll let you know, and you can cancel for a full refund at any time before it's dispatched.

Click the unsubscribe link in any marketing email, reply STOP to any marketing SMS, update your preferences in your account, or email privacy@toysrus.com.au. We'll process your request within five business days. You'll still receive order and delivery emails, which aren't marketing.

Contact our customer care team at orders@toysrus.com.au and we'll close your account. Your personal information will be handled in line with our Privacy Policy.

You need to be 18 or over to place an order. If you're under 18, you're welcome to browse and create an account, but please ask a parent or guardian to order for you. Persons under 15 years cannot create an account without the permission of an adult or guardian.

Where your past orders were made while logged into your account, log in at www.toysrus.com.au/account and open your order history. Alternatively, our customer service team may be able to assist.

Our Privacy Policy at www.toysrus.com.au/policies/privacy-policy explains what we collect, how we use it and who we share it with. For privacy questions, contact privacy@toysrus.com.au.

Yes. Please contact us at orders@toysrus.com.au to arrange a bulk or institutional order. Bulk orders are agreed with you in writing, as our website purchase limits and reasonable retail quantity rules otherwise apply.