Toys"R"Us Return Policy: 30 Days, Mail-Only Online Returns & Macy's

Toys"R"Us sells through its own website, toysrus.com, and through Toys"R"Us shops inside Macy's stores and on macys.com ⁹. Each channel has its own return rules, and a toysrus.com order can't be returned at Macy's ¹. This guide covers both, using Toys"R"Us's refund policy, Terms of Service and Help Center, plus Macy's Toys"R"Us pages.

How long you have to return a Toys"R"Us order

Toys"R"Us accepts most toysrus.com returns by mail within 30 days of purchase, and its refund policy is blunt about the cutoff: no returns or credit after 30 days ¹. The Terms of Service word the deadline a little differently – you must contact the company to start a return within 30 days of receiving the product ².

Because one page counts from the purchase date and the other from delivery, the safe approach is to start your return within 30 days of the day you ordered. None of the toysrus.com return pages we reviewed mention a holiday extension ¹.

Where you can return it

Where the toy goes back depends on where you bought it:

The American Dream flagship is operated independently, so it won't take toysrus.com orders either ⁷. On toysrus.com itself, only items ordered online through the site qualify for a return ².

What condition the toy needs to be in

Toys"R"Us expects the item back the way it arrived:

• Original condition and packaging: returns must be in original, salable condition with the original packaging ¹, and the Terms repeat that all products must be in their original packaging ².
• Unused, with tags: items must come back unworn, unwashed, undamaged, unused and unaltered, with all original tags attached ².
• Signs of use: items showing obvious use, pet dander, or stains from makeup, deodorant, perfume or similar products can be refused ².
• Final sale: final-sale items can't be returned, refunded or exchanged ².

Toys"R"Us can also limit or refuse service to customers it sees as having excessive return activity ². Those customers may get a modified policy, such as store credit only, no free returns, refused orders or a restocking fee ².

How to start a toysrus.com return

Returns run through the Toys"R"Us online returns portal ³:

1. Complete the return in the portal ³.
2. Print the return label ³.
3. Pack the items in their original condition and include the printed return invoice ³.
4. Put the label on the package, making sure no other tracking labels show ³.

Use the exact label the portal gives you. Items shipped without the correct return label may be sent back to you, and the refund may not be processed ⁴.

Does it cost anything to send a return back?

That depends on an option at checkout. The refund policy describes most mail returns as free ¹, but the Help Center makes free returns conditional: returns and exchanges are free if you opted in and paid for Free Returns + Package Protection when you ordered, and other orders are subject to shipping costs on returns and exchanges ³.

According to the Terms, this protection is selected by default at checkout; if you opt out, you take on return shipping costs and the risk of loss, theft or damage ². Declining it also means Toys"R"Us won't be responsible for lost, stolen or damaged items ¹. Whatever you chose, your original shipping and delivery fees aren't refunded ¹.

How refunds work

• With the invoice or packing slip: you're refunded to the original form of payment ⁴.
• Store credit: merchandise credit may be issued as an E-Gift Card that works only on ToysRUs.com ⁴. Where the law doesn't require a refund to the original payment method, Toys"R"Us can choose between that and store credit ².
• No switching cards: refunds can't go to a different card or form of payment ².
• Timing: allow up to two weeks for the return to be processed ³. Toys"R"Us credits your account within 10 business days of receiving the return, and the credit can take several more days to post ⁴.
• Several labels: you get a separate refund for each return label, issued as each shipment is processed ⁴.

Exchanges

Exchanges go through the online exchange portal and follow the same label-and-pack steps as returns ⁵. The shipping rule is the same too: free with Free Returns + Package Protection, otherwise subject to shipping costs ⁵. After the warehouse receives and processes your item, allow up to 7 business days for the replacement to ship ⁵. Keep in mind that an exchange order can't be returned or exchanged again ⁵.

Returning a Toys"R"Us gift

To return or exchange a gift, contact Toys"R"Us Customer Service ⁶. Your request needs either the order number or the customer information of the person who bought the gift ⁶. Gift returns are refunded as store credit, issued once the merchandise is received, and the Help Center ties them to 30 days from when the gift was purchased ⁶ – so the clock may already be running by the time the gift is opened.

Toys"R"Us items bought at Macy's

Toys bought at Toys"R"Us shops in Macy's stores or on macys.com follow Macy's rules for Toys"R"Us merchandise:

• Window: most items can be returned by mail or in stores within 30 days of purchase, free of charge, according to Macy's Toys"R"Us FAQ ⁹. Macy's main return policy states the window as 30 days of delivery ¹⁰.
• Condition: items must be in original, saleable condition with the original tags attached ⁹.
• Fees: shipping and delivery fees aren't refunded ⁹.
• Not for toysrus.com orders: Macy's can't accept returns of ToysRUs.com purchases ¹⁰.
• Warranties and parts: warranty claims and replacement parts are handled by the product's manufacturer ⁹.

Macy's extends returns on most merchandise bought from October 5 through December 31, 2026, to January 31, 2027 ¹¹. Its return policy, however, says different return rules may apply to Toys"R"Us merchandise ¹⁰, and the holiday page doesn't single out Toys"R"Us items – ask Macy's before relying on the longer window. For Macy's general rules, see our Macy's return policy guide.

Quick tips

• Count 30 days from your order date, not the delivery date, to stay inside both versions of the deadline ¹².
• Keep the box, packaging and tags until you're sure the toy is a keeper ¹².
• Check whether your order included Free Returns + Package Protection before assuming the return ships free ³.
• Don't bring a toysrus.com order to Macy's – it has to go back by mail ¹.
• Gift recipients: contact Customer Service early, since gift returns are tied to the purchase date ⁶.

For other retailers' rules, browse our returns policies hub or the Toys"R"Us store page.