BROWSER COMPATIBILITY

Which browsers work well for this website?
Here's a list of browsers we support and where to get them:
Windows: Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, or Google Chrome (latest versions)
Mac: Safari, Google Chrome, or Mozilla Firefox (latest versions)

REGISTRATION

Why should I register?
In order to transact on this website, you need to have a registered profile. Your profile has a username and password which you will need to log on. If you do not have a username or password, you will need to create a profile.

Will my details be supplied to other companies?
No, we do not disclose your information to third parties.

How can I recover my password if I’ve forgotten it?
You need to select the “Forgotten Password” link when logging onto your profile and type in your registered email address. We will email a link to the registered email address which will allow you to update your password.

ORDERING

Can I place an order as a gift for someone else?
Yes, but please note that we do not gift wrap items which are ordered as gifts.

Will you have stock of the items that I have ordered?
We do our best to make sure that we have stock on hand of everything offered in our online shop. We update the website daily and monitor stock of products closely. However, despite our best efforts, sometimes we may not be able to deliver certain items you have ordered. In this case, we will contact you and do our best to source the product for you, offer you an alternative product, or process a refund.

How do I know what price I will pay?
The individual price of each item purchased online is calculated with any promotional discounts applied when you check out. The price you see online is the price that you will be charged when your order is fulfilled.

Can I order by phone or email?
Yes. Please contact us and we will assist you in placing your order.
Telephone: 087 234 8697 (International callers, please dial +27 87 234 8697)
Email: ecommerce@toysrus.co.za

Can I order online if I do not live in South Africa?
You can place an order from anywhere, but we only deliver to selected addresses within South Africa at this stage.

How do I know if my order has been successfully placed or not?
When your order has been successfully received by our system, you'll see a confirmation page. A confirmation email will also be sent to the email address you specified, giving the details of your order. This confirmation indicates that your order has been received. If you can’t find this confirmation email, check your spam or junk mail folders. Feel free to contact us at any time if you have any queries about your order.

Can I buy a gift card online?
Yes. Shop e-vouchers now.

How do I track my order?
You can track the status of your order through the “My Account” section, or simply click “Track Your Order” at the top of the page. Our courier, DawnWing, will also keep in touch via sms as to when you can expect your order delivered.

PAYMENT

What are my payment options?
Debit / Credit / Cheque Cards
Maetro and VISA Electron Debit Cards
Instant EFT
Direct Bank Deposit or Electronic Funds Transfer (EFT).

Please note that payment must be made within 5 days of placing your order.

Are my credit card details safe?
Yes! We use the highest standard of encryption when passing payment information between your computer and our website. In addition, credit card details which are used for payment on our website are handled according to international best-practice standards with key data removed and encrypted. We do not record or retain any of the PIN or CVV numbers which are used for authentication of your card.

Can I pay in a foreign currency with my credit card?
Yes. Our payment processor will accept a non-South African credit card. You will automatically be billed in your credit card statement with the equivalent value in your currency.

Do you accept lay buys?
Regrettably we do not accept lay buys at the moment, but watch this space, we are working on a lay buy solution.

Do you accept direct deposits?
Yes we do. Simply select InstantEFT as a payment method during checkout.

Do you accept Gift Cards as a method of payment for online purchases?
No, unfortunately gift cards are not able to be redeemed for online purchases at the moment.

Who do I contact should I have any payment queries or suspect fraudulent transactions on my card?
For any payment/bank related queries, or should you suspect fraudulent transactions on your credit card, please contact us on 087 234 8697.

Is it possible for me to cancel my order before delivery?
Yes, your order will be dealt with according to our refund policy. Simply contact us on 087 234 8697 to arrange for your order to be refunded before dispatch.

DELIVERY

What delivery options do I have?
We offer delivery at any specified address within South Africa. You can change your specified address for each delivery, or set it to remain on your billing address.

What are the delivery costs and when can I expect delivery?
Delivery costs R65.00 per order, and you can expect delivery within 4-7 working days.

Do you deliver outside of South Africa?
No, we can only deliver goods within the borders of South Africa.

What happens when I am not available when delivery is made?
We will try to arrange for an alternative delivery option with you, but we reserve the right to charge you an additional delivery fee if we cannot do this and need to deliver at another date and time.

RETURNS

Can I return online purchases?
Yes. We want you to be happy with your purchases. If for any reason you’re not happy, you may return items purchased online to any of our Toys R Us stores nationwide for a full refund, replacement, or exchange, provided that you have the original tax invoice and the items are returned in a saleable condition within 14 days of purchase. The original tax invoice is the online dispatch note, which you would have received via email. Please note that items purchased on any of our sales are subject to a separate returns policy. Should you not have an invoice, we will be happy to exchange your purchase at the current system price.

Important: Please note that our delivery agents are not authorised to accept any goods for return.

How will I be refunded for items bought online?
Your refund will be given against the original payment card as specified on your proof of purchase (your online dispatch note serves as your proof of purchase). For example, if you paid online with a credit card, the Toys R Us store which handles your refund will process your refund to that credit card. In the event of a gift return, or no proof of payment being available, you will be refunded via a Toys R Us Gift Voucher. Please note that we cannot make cash refunds for items purchased online.

CONTACT US

How do I contact Toys R Us Online?
If you have a query about your order or delivery, or any other query related to shopping online with Toys R Us, please give us a call on 087 234 8697 (international callers, please dial +27 87 234 8697), email us at ecommerce@toysrus.co.za, or submit a query online.

Our online call centre operating hours are Monday - Friday, 8am - 4:30pm.

For general enquiries, please email customercare@toysrus.co.za

How soon will I get a response?
We try to acknowledge all email and contact requests via the website within 48 hours. For a quicker resolution, you can contact our customer service teams by phone:

Online Enquiries:
Telephone: 087 234 8697 (international callers, please dial +27 87 234 8697)
Email: ecommerce@toysrus.co.za

General Enquiries:
Telephone: 087 234 8697 (international callers, please dial +27 87 234 8697)
Email: customercare@toysrus.co.za