Terms of service

Terms & Conditions of Sale

Version 7.2 | Effective: 4th November, 2026

Contents

Part 1: Sale Terms

1. About these terms

Thanks for shopping with us. These Terms & Conditions of Sale ("Terms") apply to every order you place with us through www.toysrus.com.au or other platforms that sell our products on our behalf. We've tried to keep them clear and easy to read, so please take a moment to read them before you order. When you place an order, you agree to these Terms as they stand at the time you order.

Your rights under the Australian Consumer Law

Our products come with guarantees under the Australian Consumer Law (ACL) that cannot be excluded. Nothing in these Terms is intended to exclude, restrict or modify those rights, or any other right you have under a law that cannot be excluded. If anything in these Terms is inconsistent with the ACL, the ACL prevails. Otherwise, these Terms apply to the fullest extent permitted by law. You can read more about your ACL rights in clause 14.

In these Terms, "we", "us" and "our" mean Toys"R"Us ANZ Pty Ltd (ACN 063 886 199, ABN 94 063 886 199) of Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia, trading as Toys"R"Us Australia. "You" means the customer placing the order.

These Terms, together with your order and the policies referred to in them (such as our Shipping & Delivery Policy and our Returns, Refunds & Warranty Policy), form the entire agreement between you and us for the supply of products. Any change to these Terms for a particular order must be agreed between you and us in writing (email is fine).

Our related brands include Babies"R"Us, Hobby Warehouse and RIOT Art & Craft. Orders placed on those websites are covered by their own terms, not these.

If you pay by layby, our Layby (LayUp) Terms & Conditions also apply, and they prevail for your layby order if there is any inconsistency.

2. Definitions

Term Meaning
Order An offer by you to purchase products from us, submitted through the checkout on our website.
Order Confirmation The email we send confirming your order. This is our acceptance of your order and forms a binding contract (see clause 5).
Dispatch Confirmation The email we send confirming that your order has been shipped or is ready for collection.
Products The goods advertised for sale on our website.
ACL The Australian Consumer Law, being Schedule 2 to the Competition and Consumer Act 2010 (Cth).
Consumer Guarantees The guarantees given to consumers under Part 3-2, Division 1 of the ACL, which cannot be excluded.
Website www.toysrus.com.au and any associated mobile or app interface operated by us.
Discount code Any code entered at checkout that reduces the price of an order or a product, including promotional, welcome, referral and campaign codes. Gift cards, store credit and price guarantee vouchers are payment methods, not Discount Codes.

3. Who can order

To place an order you must:

  • be at least 18 years of age;
  • be legally capable of entering into a binding contract;
  • provide a valid email address and a delivery address we service; and
  • be buying for personal or household use (including as a gift), not for resale, unless we have agreed otherwise in writing.

If you're under 18, you're welcome to browse our website, but please ask a parent or guardian to place your order for you. You can create a customer account at any age; the age requirement only applies to placing an order. We don't verify the age of our customers.

4. Your account

You can create an account to check out more quickly, track your orders and manage your preferences. Please keep your login details private. You're responsible for activity on your account that you authorise or that happens because your login details weren't kept secure. If you think someone has accessed your account without your permission, please contact us straight away so we can help secure it.

Please make sure the information you give us is accurate and up to date. We may suspend, restrict or close an account if we reasonably believe it is being used:

  • fraudulently;
  • in breach of these Terms;
  • to get around purchase limits; or
  • in a way that harms other customers, our team or our business.

If we do this, we'll let you know (unless we can't for legal or security reasons), and any order we cancel as a result will be refunded in full.

Our website is for retail purchases only, so orders are limited to reasonable retail quantities (see clause 10).

If you'd like to close your account, just contact our customer care team at orders@toysrus.com.au and we'll take care of it. Your personal information will be handled in line with our Privacy Policy.

5. Placing an order

To place an order, add products to your cart and complete the checkout. When you submit your order, you're making an offer to buy those products at the price displayed at checkout.

Here's what happens after you place an order:

  • Order Confirmation. We'll email you an Order Confirmation with your order number. This is our acceptance of your order, and a binding contract between you and us is formed at that point.
  • Dispatch Confirmation. When your order has been shipped, or is ready for Click & Collect, we'll send you a Dispatch Confirmation with tracking details.
  • Payment. We take payment when you place your order (see clause 8). If we don't accept your order, or part of it, or we cancel it under clause 6, we'll refund what you paid for the affected items in full.

Once your order is confirmed, it can only be changed or cancelled as set out in clauses 6, 7.4 and 13. If you pay by layby, your layby agreement is formed when you open your plan (see our Layby (LayUp) Terms & Conditions).

6. When we may decline or cancel an order

We may decline or cancel all or part of your order at any time before dispatch (including after we've sent an Order Confirmation) if:

  • We reasonably believe the order is a breach of our any of our terms published on our website.
  • The order is placed by a person reasonably believed to be under 18 years of age.
  • the product is oversold, out of stock, discontinued or unavailable;
  • the order fails our payment or fraud validation checks;
  • there has been a pricing, description or availability error (see clause 7.4);
  • the order exceeds a published purchase limit, or we reasonably believe the products are being bought for resale or in more than a reasonable retail quantity (when assessing this, we may look at all orders placed under the same name, delivery address, or email address or payment method);
  • a technical error on our website has affected your order (for example, an incorrect price, description, image or availability);
  • we cannot deliver to the address you have given us; or
  • we are required to do so by law, or by a product recall or safety notice.

If we decline or cancel your order (or part of it) under this clause, we'll let you know and refund the amount you paid for the cancelled items in full to your original payment method. Your own options for cancelling are set out in clause 13.

For layby orders, our right to cancel is limited to the grounds set out in our Layby (LayUp) Terms & Conditions.

Occasionally we may need to ask for extra identification or verification before we release an order. This helps protect you and us from fraud and applies equally to all customers. If you think your order has been declined or cancelled by mistake, please contact our customer care team and we'll be happy to help.

7. Prices, GST and pricing errors

7.1 Currency and GST

All prices are shown in Australian dollars (AUD) and include GST where it applies. If we ever show a price in another currency, we'll clearly label it.

7.2 What's included in the price
The cost of the items in your cart and GST (if applicable)

The price displayed doesn't include delivery. Delivery charges are calculated at checkout based on the value (free shipping if eligible), size, weight and destination of your order, and the type of delivery you select, and you'll see them before you pay.

See our Shipping & Delivery Policy for details.

7.3 Price changes

Our prices may change from time to time, but a change made after you've placed your order won't affect that order unless the price displayed was an error or technical fault in which case we may deal with your order in accordance with Cl 7.4 below. Advertised and promotional prices apply only while the promotion is running and only while stocks last.

7.4 Pricing and description errors

We take care to get our prices and product information right, but mistakes can occasionally happen. If we find an error in the price, description, image or availability of a product you've ordered, we'll contact you before dispatch and give you the choice to:

  • go ahead with your order at the correct price; or
  • cancel your order for a full refund.

If we can't reach you, or you'd prefer not to go ahead, we'll cancel the affected items and refund you in full. We're not required to supply a product at an incorrect price.

Nothing in this clause limits your rights under the Australian Consumer Law.

7.5 Tax invoices

If you need a tax invoice for your order, just ask our customer care team at orders@toysrus.com.au and we'll send one to you.

8. Payment

We accept the following payment methods:

  • Cards: Visa, Mastercard, American Express and UnionPay
  • Digital wallets: Apple Pay, Google Pay, PayPal and Shop Pay
  • Buy now, pay later: Afterpay, PayPal pay in 4 and Zip
  • Layby: LayUp, available on selected products (see our Layby (LayUp) Terms & Conditions)

Payment is taken when you place your order. Your card details are handled securely by our payment provider and are not stored by us. As payment methods are controlled by our payment gateway we cannot guarantee availability of your preferred payment method. We'll start processing your order once your payment has cleared.

To use LayUp, add what you want to your cart, choose LayUp either at 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.

FAQ’s for Layup purchases can be found here: https://layupshop.com/au/frequently-asked-questions

We don't charge a surcharge on any payment method. Payment providers such as, Afterpay, Zip and LayUp may charge their own fees under their separate terms with you.

9. Promotions and discount codes

To keep our offers fair for everyone, the following rules apply:

  • One code per order. You can use one discount code per order. Discount codes can't be combined with each other or used on products that are already reduced (see below). Gift cards and store credit are payment methods, not discount codes, so you can use them on the same order as a discount code.
  • Gift cards. Discount codes and promotional pricing can't be used to buy gift cards.
  • Promotion-specific terms. If a discount code or promotion has its own terms, those terms apply instead of this clause where they differ.
  • Newsletter welcome offer. Our newsletter welcome offer is for first-time customers only. It requires a minimum spend of $100, is valid for 30 days from when it's issued, and can't be used on gift cards, bundles, or on products that are already reduced.
  • Catalogues, clearance offers, and promotions. These apply while stocks last or until the promotion ends, whichever happens first. We may end a promotion before its advertised date in certain circumstances (e.g. technical error, product recall, stock outs, unforeseen circumstances) .
  • Full-price products only. Discount codes apply only to products sold at full price. They don't apply to products that are already reduced, including sale, clearance, catalogue, bundle, multi-buy or other promotional pricing, or products our website shows as otherwise discounted. If your cart has both full-price and reduced items, the code will apply to the full-price items only.
  • Free delivery. The $149 free-delivery threshold in our Shipping & Delivery Policy is based on your order value after any discount code has been applied. Some products, including, items marked as excluded, bulky items, Pokémon and selected trading cards, delivery to excluded postcodes, bulky items, and express shipping options are excluded (see our Shipping & Delivery Policy). Where a delivery fee is charged, it will be clearly shown at checkout. Free delivery covers one delivery attempt per order. If a parcel must be re-sent because the address you gave was incorrect or the parcel wasn't collected, or nobody was home to sign where you declined authority to leave, we may charge a re-delivery fee (see Section 6 of our Shipping & Delivery Policy).
  • Preventing misuse. If we reasonably believe a discount code is being misused (for example, the same person using a single-use code across several orders or accounts), we may cancel the code, cancel the affected order (with a full refund), or both. If you think this has happened by mistake, please contact our customer care team.
  • Changes to promotions. We may withdraw, change or extend a promotion at any time, consistent with any terms published for it. Changes won't affect orders already placed.

10. Stock availability, allocation and purchase limits

All sales of products are subject to availability. We work hard to keep our website up to date, but occasionally a product may sell out before our stock levels update, so a product appearing on our website doesn't guarantee it's in stock. If a product you've ordered turns out to be out of stock, we'll let you know and refund the amount you paid for it in full to your original payment method.

Purchase limits

To give as many customers as possible a fair chance, we may apply purchase limits per customer, household, payment method or delivery address. Where a specific limit applies, we'll show it on the product page. All products are also limited to reasonable retail quantities. We may cancel orders (or the excess items) that exceed a published limit or a reasonable retail quantity, including where several orders appear to have been placed to get around a limit. If we do, we'll refund you in full for the cancelled items.

Substitutions

We won't substitute a different product for the one you ordered without your agreement. If a product becomes unavailable after you order, we'll contact you and offer you a full refund or, where available, a suitable alternative.

11. Partner Warehouse products

Some products are supplied and shipped directly from one of our partner warehouses rather than our own warehouse in Clayton. We'll clearly mark this on the product page. These products differ from our standard terms in the following ways:

  • Delivery. These items do not qualify for our standard free delivery offer. Shipping is calculated separately based on the supplier's location and delivery network, and is shown at checkout.
  • Discount codes. These items may be excluded from discount codes and promotional pricing. Where this applies, we'll show it on the product page or at checkout.
  • Change of mind. Because these orders are sent through a third-party logistics provider and can't be recalled or changed once underway, we're unable to accept change-of-mind cancellations or returns once processing has started. If your item arrives damaged or faulty, our Returns, Refunds & Warranty Policy and your rights under the Australian Consumer Law apply in full.

Nothing in this clause limits your rights under the Australian Consumer Law.

12. Delivery, collection, risk and title

Our Shipping & Delivery Policy sets out delivery charges, methods and estimated timeframes, and Part 2 of these Terms covers Click & Collect. Both form part of these Terms.

Delivery timeframes are estimates. We'll do our best to get your order to you on time, and we'll email you a tracking number when your order is dispatched so you can follow its progress. Nothing in this clause affects your rights under the Australian Consumer Law.

Risk in the products passes to you when they are delivered to your nominated address (including when they're left there under an authority to leave), or when they're collected for Click & Collect orders. Ownership passes to you once we've received payment in full. If your delivery arrives damaged, please contact us within 24 hours so we can rectify the issue quickly.

13. Changing or cancelling your order

We start processing orders quickly, so we can't always guarantee that a change or cancellation will be possible. If you need to change your delivery address, update your order or cancel it, please contact us as soon as possible using the details in clause 22. Once an order has been dispatched, we can't change it, but you may be able to return it under our Returns, Refunds & Warranty Policy.

Once we've sent your Order Confirmation, your order is a binding contract and you don't have an automatic right to cancel it. If you ask us to cancel before your order has been dispatched, we'll do our best to stop it and, if we can, refund you in full. This doesn't apply to products marked on the product page as not eligible for change-of-mind returns (such as Pokémon Trading Card Game products), which can't be cancelled by you once your order is confirmed.

Once your order has been dispatched it can't be cancelled, but our change-of-mind returns process may apply. Pre-orders can be cancelled before dispatch, except as set out in Part 4.3. If you cancel a layby, any termination charge set out in our Layby (LayUp) Terms & Conditions applies.

14. Your rights under the Australian Consumer Law (ACL)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in these Terms excludes, restricts or modifies any Consumer Guarantee, or any other right or remedy you have under the ACL or any other law that cannot lawfully be excluded.

Consumer Guarantees don't have a fixed time limit. They last for as long as is reasonable to expect, given the nature of the product, its price, any statements made about it and how it's used.

Our Returns, Refunds & Warranty Policy explains how to make a claim and the remedies available. You can also find more information at accc.gov.au.

15. Returns and warranty

Our Returns, Refunds & Warranty Policy forms part of these Terms. It explains how to return a product, the timeframes that apply, who pays return postage, when a restocking fee may apply to a change-of-mind return, and how refunds are processed.

We won't charge a restocking fee on a faulty product, and we'll cover reasonable return costs where the Australian Consumer Law requires us to.

16. Product information, age recommendations and safety

Age recommendations on our website are set by the manufacturer and are based on developmental suitability and safety, including small-parts and choking hazards. They aren't a measure of a child's ability. Please always follow the age recommendation and any warnings on the packaging.

Product images are a guide only. Colours, packaging, accessories and variants may differ slightly from the image shown, especially for products sold as assorted or randomly allocated. Where a product is described as "assorted", we're unable to guarantee which variant you'll receive.

Many of our products need adult supervision, including ride-on toys, outdoor play equipment, science kits and products containing batteries. Please read the manufacturer's instructions before assembly and use, and keep them handy. Part 5 of these Terms has more safety information, including about Personal Electric Vehicles.

17. Intellectual property

All content on our website, including text, images, graphics, layout, logos, product photography and software, is owned by us or by our licensors, and is protected by Australian and international intellectual property laws.

The Toys"R"Us and Geoffrey names, logos and related marks are used under licence. Third-party brand names and characters shown on our website are the trade marks of their respective owners.

You may access and view our website, and print or save copies for your own personal, non-commercial use. You may not otherwise copy, reproduce, republish, frame, scrape, data-mine, sell or commercially exploit any part of our website or its content without our prior written consent.

18. Liability

Nothing in this clause limits your rights under the Australian Consumer Law (see clause 14).

Subject to clause 14, and to the extent permitted by law:

  • we're not responsible for loss or damage that was not reasonably foreseeable;
  • we're not responsible for loss of profit or business opportunity, as our products are supplied for personal and household use; and
  • we're not responsible for loss or damage caused by not following the manufacturer's instructions, warnings or age recommendations, by misuse or modification of a product, or by normal wear and tear.

We can't promise that our website will always be available, error-free or free of harmful components, but we take reasonable steps to keep it secure and running smoothly.

19. Events outside our control

Sometimes things happen that are beyond our reasonable control, such as natural disasters, fire, flood, pandemics, industrial action, widespread carrier disruption, power or telecommunications outages, cyber incidents or government action. We aren't liable for delays or failures caused by these events, but if one affects your order we'll contact you as soon as we reasonably can, and you can choose to cancel the affected items for a full refund. This doesn't affect your rights under the Australian Consumer Law.

20. Privacy

We handle your personal information in accordance with our Privacy Policy, which explains what we collect, how we use it, when we disclose it, and how you can access, correct or complain about it. Our Privacy Policy is available at www.toysrus.com.au/pages/privacy-policy.

We'll only send you marketing messages if you've opted in. You can unsubscribe at any time, free of charge, using the unsubscribe link in any marketing message or by contacting us at privacy@toysrus.com.au.

21. Complaints and dispute resolution

Step 1: Contact us. If something isn't right, please get in touch with our customer care team first. Most issues can be sorted out quickly. Our contact details are in clause 22.

We'll acknowledge your complaint within 1–2 business days and aim to give you a full response within 1–2 business days after that. If your complaint is more complex, we'll keep you updated on how it's progressing.

Step 2: Escalate. If you're not happy with our response, you can ask for your complaint to be escalated. Just let our customer care team know at orders@toysrus.com.au and a senior team member will review it.

Step 3: External help. You can also contact the consumer protection agency (fair trading office) in your state or territory, or the Australian Competition and Consumer Commission (accc.gov.au), at any time. Nothing in these Terms stops you from doing so.

Complaints about how we handle your personal information are dealt with under our Privacy Policy (section 12.3).

22. How to contact us

Customer care email orders@toysrus.com.au
Online enquiry form www.toysrus.com.au/pages/contact
Privacy enquiries privacy@toysrus.com.au
Support hours Automated support is available 24/7. Our team is available Monday to Friday, 9:00am to 5:00pm (Melbourne time).
Postal address Toys"R"Us, Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia
Returns address Toys"R"Us, Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia. Please contact us before sending anything back as you will require a return authorisation number (RA). Please quote your Returns Authorisation Number on your returned package.

23. Changes to these Terms

We may update these Terms from time to time to reflect changes to our business, our products or the law. The version on our website when you place your order is the one that applies to that order, and later changes won't affect orders you've already placed. We'll update the version number and effective date at the top of this page whenever we make a material change.

24. General

  • Severability. If any part of these Terms is found to be unenforceable, that part will be removed and the rest of these Terms will continue to apply.
  • Waiver. If we don't enforce a right under these Terms straight away, we haven't given up that right.
  • Assignment. You may not assign your rights under these Terms without our consent. We may assign our rights to another party, including in connection with a sale or restructure of our business, provided your rights are not adversely affected.
  • Entire agreement. These Terms and the policies referred to in them are the entire agreement between us in relation to your order. This doesn't affect your rights under the Australian Consumer Law.
  • Third-party links. Our website may link to third-party websites. We do not control them and are not responsible for their content, products or privacy practices.

25. Governing law

These Terms are governed by the laws of Victoria, Australia. Either of us can bring proceedings in the courts of Victoria or in any other Australian court that has jurisdiction. This doesn't affect any rights you have under the consumer laws of your own state or territory.

Part 2: Click & Collect

Click & Collect lets you order online and pick up your order from our warehouse in Clayton, Victoria, with no delivery charge.

2.1 Availability

Click & Collect is available within Victoria only, from our warehouse at Unit 3, 45–49 McNaughton Road, Clayton VIC 3168. Just select Click & Collect at checkout to use it. Click & Collect is not available for layby orders or orders shipped from our partner warehouses.

2.2 Collection hours

Address Unit 3, 45–49 McNaughton Road, Clayton VIC 3168. Proceed to the undercover car park; signs direct you to the collection point
Hours 11:00am to 4:00pm, Monday to Friday
Closed Weekends and Victorian and National public holidays
Contact orders@toysrus.com.au

2.3 When your order will be ready

We'll email or SMS you when your order is ready to collect. Please wait for this message before heading to the warehouse, as your order may not be ready yet and we won't be able to release it until it is. Orders are usually ready within 1 business day.

If you haven't heard from us within 48 hours of placing your order, please check your spam or junk folder, then contact us and we'll investigate it.

2.4 Collecting your order

When you come to collect, please bring:

  • photo ID; and
  • your surname and order number, so we can find your order quickly.

If someone else is collecting for you, they'll need to bring written authorisation from you at the time of collection.

2.5 How long we hold your order

We'll hold your order for two weeks from the date it's ready to collect. If you need more time, just contact us at orders@toysrus.com.au and we'll extend the collection period where we reasonably can.

If your order hasn't been collected after two weeks and we haven't heard from you, we'll send you a reminder and then cancel the order and refund the amount you paid to your original payment method. We may deduct a re-stocking fee of up to 10% of the order value to cover our reasonable handling costs. Refunds are processed within 1–2 business days, and the funds usually appear within 5–10 business days. The products will be returned to stock.

2.6 Checking your order

Please check your order before you leave. If anything is missing or not right, let our team know and we'll do our best to sort it out on the spot.

2.7 Returns on Click & Collect orders

If you wish to return your Click & Collect order in person, please email orders@toysrus.com.au to request a Return Authorisation number. Only items with a valid Return Authorisation number will be accepted for return.

2.8 Risk

Risk in the products in a click and collect order passes to you when you or your authorised representative collects them.

Part 3: Gift Cards

3.1 Who issues the card

Toys"R"Us Australia gift cards are issued by Toys"R"Us ANZ Pty Ltd (ABN 94 063 886 199), the same entity you contract with when you place an order.

3.2 Buying a gift card

  • Values. Gift cards are available in values of $25, $50, $100, $150, $200, $250 and $300. The maximum value of a single gift card is $300, but you can buy as many gift cards as you like.
  • Format. Gift cards are digital only and are emailed straight after purchase.
  • Payment. Gift cards can't be bought using a discount code or promotional offer, a buy now, pay later service (such as Afterpay or Zip) or a layby plan.
  • Delivery. Gift cards are emailed at no extra cost.

3.3 Using your gift card

  • Where. Gift cards can be used online at www.toysrus.com.au. They can't be used at Babies"R"Us, Hobby Warehouse or RIOT Art & Craft or any other related businesses.
  • Part payment. You can use a gift card for part of an order and pay the balance with another accepted payment method.
  • Multiple cards. There is no limit on the number of gift cards that can be applied to a single order.
  • Remaining balance. If you don't spend the full value in one order, the remaining balance stays on the card and can be used on future orders until the card expires.
  • Discount codes. A gift card is a payment method, not a discount. You can use a valid discount code on an order paid for with a gift card unless the promotion says otherwise or the product being purchased is ineligible for a discount.

3.4 Expiry

Your gift card is valid for three years from the date it's issued. The expiry date can be found in the email we send it in. Any balance left after the expiry date can't be used or refunded, unless the law requires otherwise.

3.5 Checking your balance

To check your balance, just contact our customer care team at orders@toysrus.com.au with your gift card number and we'll let you know.

3.6 Fees

We don't charge any fees on gift cards, including activation, account-keeping, balance-enquiry or inactivity fees.

3.7 Lost, stolen or damaged cards

As our gift cards are digital, please keep the email they arrive in somewhere 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 the value of a gift card that has been used by someone else after being lost or stolen.

3.8 Refunds and cancellations

  • Gift cards can't be exchanged for cash and can't be returned for a change of mind.
  • If you return a product you paid for with a gift card, the gift card portion of your refund will be issued as store credit or to a replacement gift card.
  • If a gift card is faulty (for example, a digital card that won't activate), contact us and we'll replace it.
  • Gift cards cannot be resold or used for commercial purposes without our written consent.

Part 4: Trading Cards, Blind Box & Pre-Orders

This Part applies in addition to Part 1 when you buy trading card products, blind box and surprise collectables, or pre-order products from our Trading Card Hub, Collector's Corner or New Arrivals ranges.

4.1 Trading cards and sealed blind product

How trading cards and sealed blind products are sold

Trading card products and blind products are sold as sealed manufacturer product. The cards or product inside are randomly determined by the manufacturer, so we don't know, can't control and can't guarantee which cards or product a pack, box or bundle contains. We never open, search, weigh, sort or repackage sealed trading card product, and we don't sell resealed product. Pull rates, odds and set contents are set by the manufacturer, not by us.

Purchase limits

For new and high demand releases we apply a limit of one item per customer, so that as many customers as possible get a chance to buy. Limits are shown on the product page. We may cancel orders that we reasonably believe exceed a published limit, including several orders placed by the same person or; household or; payment method or address that together exceed it. If we do cancel an order under this clause, we'll refund you in full.

Returns

Here's how returns work for sealed products:

  • Change of mind. Products marked with “not eligible for change of mind returns” or similar words are not eligible for change of mind returns. Product can be returned for a change of mind only if it's unused, in original re-sellable condition with all manufacturer tags and packaging intact, unopened, the manufacturer's seal and shrink-wrap are intact, and it's within the change-of-mind window in our Returns, Refunds & Warranty Policy. The product must be otherwise eligible for a change of mind return for this clause to apply. All change of mind returns are subject to our returns policy.
  • Opened product. Once a pack, box or blind box has been opened, we can't accept it as a change-of-mind return, including because you're unhappy with the cards or figure you received. Random contents are the nature of these products.
  • Pokémon Trading Card Game products. These are excluded from change-of-mind returns, whether opened or unopened.
  • Your ACL rights still apply. Nothing in this section limits your consumer rights under ACL Law
Condition

Cards and collectables are supplied in the condition they come from the manufacturer. Minor imperfections such as light edge wear, print lines, centring variation or packaging creases are common in mass-produced products and generally aren't considered defects. If you think your product is faulty, please contact us and we'll look into it. We don't grade, authenticate or certify cards, and we make no representation about their investment value or future worth.

4.2 Blind box and surprise collectables

Blind box, mystery and surprise products are sold without you knowing which variant is inside. When you order one of these products, please keep in mind that:

  • the variant, colour or character you receive is random and can't be chosen, requested or guaranteed;
  • "chase", "secret" or "rare" variants advertised as part of a series aren't guaranteed to appear in any individual purchase;
  • buying a full display or case doesn't guarantee a complete set unless the manufacturer and our product description says so; and
  • opened blind box products can't be returned for a change of mind.

Products which are described as "assorted" are supplied at random from the available range. The image shown represents the range, not the specific item you'll receive.

4.3 Pre-orders and backorders

How pre-orders work

A pre-order lets you reserve a product before it's released or before stock arrives when it is offered on our site as a pre order. The expected release or availability date is shown on the product page and is an estimate only. Payment for a pre-order is taken in full when you place it. Where pre order is available for a product it will show as an option on our website.

Release dates and delays

Release dates are set by the manufacturer or distributor and can change, so the dates on our website are estimates. If a release date changes significantly, or a product is delayed beyond the advertised window, we'll let you know and you can cancel your pre-order for a full refund at any time before dispatch. If the manufacturer cancels a product, or we don't receive stock, we'll let you know and refund you in full.

Stock allocation

Pre-orders may be limited by the stock allocation we receive from the manufacturer. We will always only offer our stock allocation numbers as pre order however, if we receive less stock than we have pre-orders for, we'll fill pre-orders strictly in the order they were placed and refund any we can't fill in full.

Cancelling a pre-order

You may be able to cancel a pre-order at any time before it's dispatched by contacting us. You can't cancel a pre-order if the product was specially ordered by us at your request, or if it's clearly marked as not eligible for change of mind, unless the release date changes significantly or the product is delayed beyond the advertised window (see 'Release dates and delays' above). Where we approve a pre order cancellation we'll process your full refund within 1–2 business days, and the funds usually appear within 5–10 business days. Once a pre-order has been dispatched, it's treated like any other order: clause 13 applies, and change-of-mind returns, if available, may incur a restocking fee under our Returns, Refunds & Warranty Policy.

Orders with pre-order and in-stock items

If your order contains both pre-order and in-stock items, we'll split the delivery. In-stock items ship as soon as they're ready, and the pre-order item follows once it arrives, at no extra delivery charge. See our Shipping & Delivery Policy.

Pre-order price

You'll pay the price shown when you place your pre-order.

Part 5: Product Safety & Age Recommendations

This Part explains how to read the safety information on our website and on the products we sell, and what to do if you have a concern.

5.1 Age recommendations

Every product on our website shows an age recommendation. It's set by the manufacturer and is a safety guide, not a measure of your child's ability. Please follow it and read the warnings printed on the packaging. If the information on our website is different from the packaging, please follow the packaging.

5.2 Safety standards

We require the products we sell to comply with all applicable mandatory Australian safety standards. This includes the Consumer Goods (Products Containing Button/Coin Batteries) Safety Standard 2020: products we sell that contain button or coin batteries come with secure battery compartments and the required warnings.

Batteries and chargers. Always follow the manufacturer's instructions for batteries and chargers and supervise children at all times. In particular:

  • use only the battery type specified by the manufacturer, and don't mix old and new batteries or different battery types;
  • never try to recharge non-rechargeable batteries;
  • charge rechargeable products in a cool, well-ventilated area, on a non-flammable surface, and never unattended or overnight;
  • keep button and coin batteries out of reach of children at all times, as swallowing one is a medical emergency; and
  • stop using and disconnect any product whose battery becomes hot, swollen or discoloured, and contact us.

If you think a child has swallowed a button battery, call the Poisons Information Centre on 13 11 26 immediately, or go to your nearest emergency department.

5.3 Personal Electric Vehicles and powered ride-ons

Recreational use and safety

Hoverboards, e-scooters, electric go-karts and other powered ride-on products must be used in line with Australian, state and local laws. In many places these products aren't allowed on footpaths, bike lanes or public roads, and some are restricted to private property. Rules about use, registration, minimum age and operation vary between states and territories.

The person using the product (or, for a child, the supervising adult) is responsible for:

  • operating it safely;
  • following the manufacturer's age and weight limits;
  • using appropriate protective equipment, including a correctly fitted helmet; and
  • Satisfying themselves that the product is legal for use in the intended area of use.
  • following all applicable laws and local bylaws.

Any guidance we provide is general information only and isn't legal advice. Please check the requirements with the relevant authorities before you buy and use these products.

We will not accept returns because your product is not legal in the area you intend to use it nor will we accept any responsibility for supplying these products as we are unable to know where it is intended to be used.

Your responsibility for local laws

By buying a powered ride-on product from us, you confirm that you understand and will follow the laws that apply to owning and using it where you live. We make no representation as to whether these items comply with your local laws.

Returns and local laws

We can't offer a refund or accept a return just because a product is restricted or unlawful to use where you live, or because the law changes after you buy it. Our standard Returns, Refunds & Warranty Policy still applies: you may be able to return a product for a change of mind if it's eligible for change of mind returns, unopened, unused and returned within the standard window (a restocking fee may apply).

5.4 Assembly and maintenance

Please read the manufacturer's instructions before assembling or using a product, and keep them for future reference. Many products, particularly outdoor play equipment, need regular checks of fixings, surfaces and anchoring. Products should be assembled by an adult unless the instructions say otherwise.

5.5 Product recalls

Current recalls affecting products we've sold are listed at www.toysrus.com.au/pages/recalls, and you can also check the national recalls database at productsafety.gov.au. If a product you've bought is recalled, please stop using it straight away, remove access from children and follow the recall notice. You'll be offered the remedy set out in the notice (usually a refund, replacement or repair), no matter how long ago you bought the product. Where we can identify affected customers, we'll also contact you directly by email.

5.6 Reporting a safety concern

If you think a product you bought from us is unsafe, or a child has been injured by one, please let us know straight away at orders@toysrus.com.au or through our web contact form. To help us look into it, please tell us:

  • the product name;
  • your order number, if you have it;
  • the batch or barcode number from the packaging; and
  • what happened.

Please keep the product and its packaging and remove it from any children until we have concluded our investigation. We take every report seriously. We'll investigate with the supplier and notify the regulator where the law requires. You can also report an unsafe product directly to the ACCC at productsafety.gov.au.

Part 6: Cookies

This Part supplements our Privacy Policy and explains how we use cookies on our website.

6.1 What cookies are

Cookies are small text files placed on your device when you visit a website. We also use related technologies: web beacons, pixels, tags, local storage and device identifiers, which we refer to collectively as cookies. Some are set by us (first-party) and some by our service providers (third-party).

6.2 Why we use them

We use cookies to keep your shopping cart working, keep you logged in, remember your preferences, protect against fraud, understand how our website is used, and show you relevant advertising.

6.3 The cookies we use

Category What it does Can you opt out? Typical duration
Essential Keeps your cart and session working, secures checkout, prevents fraud, remembers your cookie choices No: the site cannot function without these Session, or up to 1 year
Analytics Tells us how visitors find and use the site so we can improve it Yes Up to 2 years
Functional Remembers preferences such as recently viewed products and delivery location Yes Up to 1 year
Advertising Lets us show you relevant advertising on other websites and social platforms, and measure whether it works Yes Up to 2 years

Third parties that may set cookies through our website include: Google Analytics 4 (GA4), Google Ads, Google Tag Manager and Google Tag, Meta/Facebook Pixel, TikTok Pixel, Hotjar, Microsoft clarity, Klaviyo, Shopify Analytics, Shopify Web Pixels, Shopify Monorail, and Instant Custom Pixel. This list may change from time to time as we update the tools we use.

6.4 Managing your preferences

You can change your cookie preferences at any time using the "Cookie Consent" tool, which appears in the bottom right-hand corner of the page when you first visit our website. Your choices are saved and applied on your next visit. You can also block or delete cookies through your browser settings. If you block essential cookies, some parts of our website, including the cart and checkout, may not work or may not work as intended. Opting out of advertising cookies doesn't mean you'll stop seeing ads; it just means the ads you see will be less relevant to you.

6.5 Children

We do not use cookies to build behavioural profiles of children or to target advertising to children, consistent with our Privacy Policy.

6.6 More information

For how we handle the personal information collected through cookies, including overseas disclosure and retention, see our Privacy Policy at www.toysrus.com.au/policies/privacy-policy, or contact our Privacy Officer at privacy@toysrus.com.au.

Part 7: Accessibility

7.1 Our commitment

We want everyone to be able to shop with us, including people with disability and people using assistive technology. We are working to make www.toysrus.com.au usable for as many people as possible.

7.2 The standard we work to

We aim to provide an accessible online experience and use WCAG 2.2 Level AA as our accessibility benchmark. We do not currently claim full WCAG 2.2 AA conformance. A formal independent WCAG accessibility audit has not yet been completed; we intend to review the website against WCAG 2.2 Level AA and address identified issues as part of ongoing website improvements.

7.3 What we have done, and what's not yet done

The website includes a range of standard accessibility features, including labelled form fields, alternative text for many images and keyboard-accessible website functions. These features have not yet been comprehensively verified through a formal accessibility audit. We are not currently aware of any specific accessibility issue that prevents general use of the website; identified issues will be reviewed and addressed as part of ongoing improvements. Some content is supplied by third parties, including embedded video, review widgets and payment interfaces, and we do not fully control its accessibility, though we raise issues with those providers when we find them.

7.4 Getting help or giving feedback

If you have difficulty using any part of our website, or you would like information in another format, please contact us at orders@toysrus.com.au or through our web contact form. Tell us the page you were on and what happened, and we will help you complete what you were trying to do and work on fixing the underlying issue. We aim to acknowledge and respond to accessibility-related feedback within 5 business days.

Website Terms of Use

Version 4.2 | Effective: 4th November, 2026

These Terms of Use apply to your access to and use of our website, www.toysrus.com.au, and any associated mobile or app interface we operate (together, our "website"), whether or not you buy anything. If you place an order, our Terms & Conditions of Sale also apply, and they prevail over these Terms of Use if there is any inconsistency.

Our website is operated by Toys"R"Us ANZ Pty Ltd (ACN 063 886 199, ABN 94 063 886 199) of Unit 3, 45–49 McNaughton Road, Clayton VIC 3168, Australia, trading as Toys"R"Us Australia ("we", "us" and "our").

Nothing in these Terms of Use excludes, restricts or modifies any right you have under the Australian Consumer Law, or under any other law, that cannot be excluded.

1. Acceptance

By using our website, you agree to these Terms of Use. If you don't agree with them, please don't use our website. You can find these Terms of Use at any time through the link at the bottom of every page.

2. Permitted use and age

You're welcome to use our website to browse products, place orders, manage your account and contact us. You can also view, print or save copies of website content for your own personal, non-commercial use (see clause 17 of our Terms & Conditions of Sale). Please don't use our website for any other purpose without our written consent.

If you're under 18, you're welcome to browse our website, however people under the age of 18 must ask a parent or guardian to place an order for you.

3. Prohibited conduct

To keep our website safe and fair for everyone, please don't:

  • use bots, scrapers, crawlers, spiders, purchase automation software or any other automated system to access the website, monitor stock or place orders;
  • get around, or try to get around, purchase limits, queueing systems, virtual waiting rooms or fraud controls;
  • create multiple accounts, or use false identities or addresses, to buy more of a product than a published purchase limit or a reasonable retail quantity allows (see clause 10 of our Terms & Conditions of Sale);
  • interfere with the operation, security or availability of the website, or try to gain unauthorised access to any part of it or to another customer's account;
  • introduce any virus, malicious code or harmful material;
  • copy, reproduce, extract, republish or commercially use any content, pricing data, product data or imagery from the website, except as allowed under clause 2;
  • use the website to send unsolicited commercial messages, or to harass, defame, threaten or abuse anyone; or
  • use the website in breach of any law.

If we reasonably believe this clause has been breached, we may suspend or end your access to the website, cancel any orders or close your account. If we do, we'll let you know (unless we can't for legal or security reasons), and any order we cancel will be refunded in full, as set out in clauses 4 and 6 of our Terms & Conditions of Sale.

4. Accounts and security

Please keep your login details private. You're responsible for activity on your account that you authorise or that happens because your login details weren't kept secure. If you think someone has accessed your account without your permission, please contact us straight away at orders@toysrus.com.au so we can help secure it.

5. Content on the website

We take care to keep our website accurate and up to date, but mistakes can occasionally happen. If there's an error in the price, description, image or availability of a product you've ordered, we'll handle it as set out in clause 7.4 of our Terms & Conditions of Sale. Manufacturers sometimes make minor changes to product specifications or packaging which we do not consider a change in the product, but we won't substitute a different product without your agreement (see clauses 10 and 16 of our Terms & Conditions of Sale).

Our website and our customer care team are happy to help with general product questions, but please always read and follow the manufacturer's instructions and safety warnings supplied with a product.

6. Ask Geoffrey and automated assistance

"Ask Geoffrey" is our AI-powered shopping assistant. It may appear on our website, including on support, cart and checkout pages, and may help answer your questions through our Help Centre and other contact channels.

Ask Geoffrey's responses are generated automatically. We work to keep them accurate, but they may sometimes be incomplete or out of date. Please keep in mind that:

  • the price, availability and delivery details shown at checkout, and our Terms & Conditions of Sale, apply to your order, even if Ask Geoffrey says something different;
  • if something Ask Geoffrey tells you is important to you, our customer care team is happy to confirm it; and
  • nothing Ask Geoffrey says affects your rights under the Australian Consumer Law.

Conversations with Ask Geoffrey may be recorded and reviewed to improve our service. Our Privacy Policy explains how we handle this information, including the service providers that help us run Ask Geoffrey.

Some of our service providers are located overseas or store data overseas. Depending on the provider, your information may be disclosed to recipients in the United States, Ireland, Singapore or Canada.

7. Intellectual property

The intellectual property terms in clause 17 of Part 1 of our Terms & Conditions of Sale also apply to your use of the website.

8. Product reviews and other content you submit

If you submit a product review, rating, question, photo, video or other content to our website, the following applies.

  • Honest reviews only. By posting a review, you confirm that it reflects your own honest experience, that you have actually bought or used the product, and that you haven't been paid or otherwise rewarded for it (unless you say so in the review). We don't run an incentivised review program.
  • Moderation. Reviews are collected through our review platform, Yotpo, and are checked by us before they're published. We don't edit the substance of a review, and we don't remove or refuse to publish a review just because it's negative. We may decline or remove content that is false, defamatory, obscene or discriminatory, infringes someone's rights, includes another person's personal information without their consent, or is spam.
  • Licence to use your content. You keep ownership of anything you post. By submitting content, you give us a non-exclusive, royalty-free, worldwide, perpetual licence to use, reproduce, adapt, publish and display it in connection with our business, including on our website, product pages, marketing emails, catalogues and social media, together with the first name and initial or display name you submitted it under. You warrant that you are the owner of the material or have the right to license this material to us in the way described. You also consent to any act or omission that would otherwise infringe your moral rights in that content, to the extent needed for us to use it in these ways. You can ask us to remove your content at any time by contacting us, and we'll do so within a reasonable time, although we may not be able to recall material that has already been printed or distributed.
  • Photos and videos of children. Please think carefully before submitting images or footage of children, and don't include a child's full name, school, uniform, address or other identifying details. We may choose not to publish images of children, and we'll remove them on request from a parent or guardian.
  • Reviews are opinions. Reviews are the personal opinions of the people who post them, not our views or advice. Please always read the product packaging, age recommendation and manufacturer's instructions.

Information you submit with a review is handled in line with our Privacy Policy. We take part in the Google Customer Reviews program: if you opt in, Google may contact you to ask for a review, and Google's privacy policy applies to that information.

9. Third-party websites and social media

Our website links to third-party websites and to our social media profiles on Facebook, Instagram, TikTok, YouTube and other platforms. We don't control those platforms and aren't responsible for their content, terms or privacy practices. Your use of them is governed by the terms of the third-party website or social media platform.

10. Availability

We aim to keep our website available at all times, but we can't guarantee uninterrupted access. We may need to suspend, withdraw or restrict all or part of the website for maintenance, security or business reasons. Where practical, we'll let you know about planned maintenance in advance.

11. Liability

Clause 18 of Part 1 of our Terms & Conditions of Sale applies to your use of the website. Nothing in these Terms of Use limits any right you have under the Australian Consumer Law that cannot be excluded.

12. Changes

We may update these Terms of Use from time to time to reflect changes to our website, our business or the law. Changes apply from the date the updated version is published on our website and won't affect any order you've already placed (see clause 23 of our Terms & Conditions of Sale). We'll update the version number and effective date at the top of this page whenever we make a material change.

13. Governing law

These Terms of Use are governed by the laws of Victoria, Australia. Either of us can bring proceedings in the courts of Victoria or in any other Australian court that has jurisdiction. This doesn't affect any rights you have under the consumer laws of your own state or territory.

14. Privacy, cookies and accessibility

We handle your personal information in line with our Privacy Policy at www.toysrus.com.au/policies/privacy-policy. Part 6 of our Terms & Conditions of Sale explains how we use cookies, and Part 7 sets out our commitment to accessibility. If you have difficulty using any part of our website, please let us know and we'll help.

15. Contact us

If you have a question about these Terms of Use, please contact our customer care team at orders@toysrus.com.au or through our online enquiry form at www.toysrus.com.au/pages/contact. Our full contact details are set out in clause 22 of our Terms & Conditions of Sale.