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, contact through Chat or AI Assistant (Ask Geoffrey), or email us at orders@toysrus.com.au. Our automated support is available 24/7; our team is available Monday to Friday, 9:00am to 5:00pm. We do not currently offer a general customer service phone line.

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

No. Only one discount code can be used per order. Discount codes cannot be combined with bundle or multi-buy pricing, cannot be used on products that are already reduced, and cannot 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. We start picking orders quickly and cannot guarantee we can catch one before it is dispatched. If it has already gone, you can return it under our returns policy instead. There is no fixed cancellation window and no cancellation fee: we will do our best to stop the order before it leaves our warehouse.

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.

Orders are occasionally cancelled because an item was unavailable, because the order did not pass our payment or fraud checks, because it exceeded a published purchase limit on a limited release, because there was a pricing error, or because we identified misuse of a discount code. We always email you and refund you in full.

Contact our customer care team at orders@toysrus.com.au and we will send you a copy.

Delivery is calculated at checkout based on the size, weight and destination of your order. Delivery is free on eligible orders over $149 (assessed before any discount code is applied) sent by Australia Post Standard within Australia. See our Shipping & Delivery Policy for exclusions, including Big & Bulky items, delivery to certain remote postcodes and partner warehouse product.

Estimated standard shipping times for metro areas are between 2–5 business days, though this can extend to up to 10 days during busy periods. Regional areas typically take longer than metro. We can't guarantee specific delivery times: actual timing depends on order processing time, weather conditions, and the distance of the delivery address from our distribution centre in Melbourne.

We don't currently offer a fixed daily cut-off time and we don't guarantee same-day dispatch. Orders are processed in the order received, Monday to Friday.

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

No. A street address is required for delivery.

You will get a dispatch email with tracking. 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 carry tracking. For larger orders, you may receive more than one package. If part of your order is missing when the first one arrives, check your dispatch confirmation before contacting us, as another package may be on the way.

Give it a full business day, then contact us with your order number. We will 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 deliveries don't require a signature: you can choose Authority to Leave at checkout. Big & Bulky and Express Freight deliveries do require someone to be present to sign.

Cut-off dates vary by year and service, and are typically 7–10 days before Christmas. We publish the confirmed dates on this page and our homepage ahead of the peak period each year.

Yes. You have 30 days from receiving your order to return an item for a change of mind, provided you contact us first and the item is unopened, unused and undamaged, in its original condition. You pay the return postage; there is no restocking fee. For items over $75, we recommend a trackable or insured postage service since we can't guarantee we'll receive an untracked return. 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 choose between a refund and a replacement. If it is minor we may repair, replace or refund. You do not pay to return a faulty item, and you do not need the original packaging.

Contact us within 30 days of receiving your order, with photos of the carton and the product. Keep the packaging: our carriers need to see it. We will replace, resend or refund at no cost to you.

For faulty, damaged or incorrect items, we do: we send a prepaid return label. For change-of-mind returns, you do.

Please contact us before sending anything back so we can match your return to your order, review the request and if approved provide return information and an authorisation number. Please don't send items back to the manufacturer. Our returns address is Toys"R"Us, Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia.

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, provided it meets our change-of-mind requirements. The refund is issued to the original purchaser's payment method.

Gift cards, opened trading card and blind box product, Pokémon TCG product, assembled or used items, personalised items, and opened party consumables cannot be returned for change of mind. This does not affect your rights if a product is faulty or not as described.

No. All returns, including Click & Collect orders, must be made by post.

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

We email or SMS you when it is ready, usually within 1 business day. Please do not come before you get that message. If you have not heard 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 will extend it where we can. If we do not hear from you, the order is cancelled and refunded to your original payment method.

Not at the moment. Click & Collect is available within Victoria for items stocked only at our Clayton warehouse.

Add what you want to your cart, choose LayUp at checkout, and set a payment plan: weekly, fortnightly or monthly, from 4 to 26 weeks. There is no interest. We hold your order and ship it once your final payment clears.

Bundles and package pricing, orders using a discount code, gift cards, and some sale and clearance lines.

Your future instalments are increased to cover the missed amount, so your plan stays on track. If three consecutive payments are missed, your order is suspended; we do not cancel it unless you ask us to.

Yes, at any time. Within the first 10 days, cancellation is free and fully refundable. After that, we retain a termination charge of 10% of the order value (equal to your deposit), and refund the rest.

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. We remain responsible for the goods.

Yes. PayIn4, Afterpay and Zip are all available at checkout, alongside our standard payment methods.

Contact our customer care team at orders@toysrus.com.au with your gift card number.

Three years from the date of issue.

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. We are not able to replace a lost or stolen gift card.

It is the manufacturer's safety recommendation, not a measure of ability. Always follow the warnings on the packaging.

Yes. The products available for purchase on this website comply with mandatory Australian safety standards as applicable to them.

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 contact us: you are entitled to a refund or replacement regardless of when you bought it.

Yes. A limit of one item per order applies on new and high-demand releases.

No. Contents are randomised by the manufacturer, and we do not open, search or weigh sealed product. We cannot guarantee any particular card, figure or variant, and we cannot accept returns because you were unhappy with what was inside.

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

We will let you know, and you can cancel for a full refund at any time before it ships.

Click the unsubscribe link in any marketing email, reply STOP to any marketing SMS, or update your preferences in your account. You will still receive order and delivery emails, which are not marketing.

Contact our customer care team at orders@toysrus.com.au and we will arrange to close your account and handle your data in accordance with our Privacy Policy.

Log in at www.toysrus.com.au/account and open your order history.

Our Privacy Policy at www.toysrus.com.au/pages/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. There is no minimum order quantity. Contact orders@toysrus.com.au to arrange a bulk or institutional order.