Our website is accessible via the latest versions of Microsoft Internet Explorer, Mozilla Firefox, Apple Safari, and Google Chrome, however we do recommend the use of Google Chrome for the best experience. 

We recommend that you register a profile with us as it offers the below benefits: 

  • Pre-loaded Billing and Delivery Information. 
  • Access to Online Gift Registries. 
  • Houses your previous orders for reference and allows for easy access to tracking your current orders. 


Yes, you will be able to place an order as a Gift for someone else, however please note that we do not gift wrap items which are ordered as gifts.  

Unfortunately we do not offer a Gift Wrapping Service for Online Orders, however you may purchase Gift Bags for the items ordered upon checkout. Due to the influx of orders placed during the Black Friday promotional period, this service will be unavailable unless expressly authorised otherwise. As such, we reserve the right to suspend or terminate our Gift Bag facility for any reason in our sole discretion without the incurrence of any liability. 

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.  

If you have requested for specific assortments, we will try our best to action your request accordingly, however should your specified assortments not be available, we will be in contact with you. 

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. 

No, you will not be able to place an order via email or calling in, however our Customer Service Team will gladly assist you with any issues experienced when trying to place your order. Please contact our Customer Service Team should you require any assistance: 

Telephone: 087 234 8697 (International callers, please dial +27 87 234 8697) 


Unfortunately our website is not accessible worldwide, however we do allow access to neighbouring countries. Please note that Toys R Us / Babies R Us Botswana is also available Online. (Link to be attached) 

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. 

You can track the status of your order through the “My Account” section. You will be notified via Email as we progress with your order, however you will receive a SMS with your tracking information as soon as your order has been handed over to our Courier Services. 

For any queries around tracking your order, please do reach out to our Customer Service Team on: 

Phone: 087 234 8697 



  • Debit / Credit / Cheque Cards; 
  • Maestro and VISA Electron Debit Cards; 
  • Instant EFT; 
  • Mobicred 
  • Discovery Miles 
  • Store Credit 

We take security very seriously, in our stores and especially online. Rest assured that we’ve taken every precaution, using the latest 3D Secure security technology to ensure your personal details are safe and secure with us. 

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. 

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. 

Unfortunately we do not offer Lay-Bys for Online purchases, however you will be able to lay-by items at any of our physical stores for a period of 3 months. Should you wish to cancel a Lay-by for any reason, a cancelation fee of 1% will be charged. 

Please do reach out to your nearest store for more information around Lay-by purchases. 

Yes, we do. Simply select Instant EFT as a payment method during checkout. 

Yes, you will be able to redeem your physical Gift Cards for Online purchases by simply entering your Gift Card Number in the “redeem a gift card” section upon checkout. 

For any payment/bank related queries, or should you suspect fraudulent transactions on your credit card, please contact our Customer Service Team on (+27) 87 234 8697. 

Yes, your order will be dealt with according to our refund policy. Simply contact us on (+27) 87 234 8697 or email  to arrange for your order to be refunded before dispatch. 

click & collect

An overview of how we anticipate the Click & Collect process to work: 

  1. While browsing our online store, simply select the product(s) you want to purchase from our online store. 
  2. You add the product(s) to your shopping cart. 
  3. Once prompted, select “I’ll collect in store” as your method of receiving your order. 
  4. You will then be prompted by a drop-down list which will display the available stores with stock of the product(s). 
  5. Once you have selected your desired store to collect the product(s), you may proceed to check out. 
  6. The Order will be confirmed once payment is made. 
  7. You will then receive an SMS and email from us advising that your Order is being “Picked & Packed”. 
  8. A further SMS and email will be sent to you stating that your Order is “Ready for Collection”. 
  9. The last notification that you will receive will be confirmation that your order has been “Collected”. 

Only once you received the “Ready for collection SMS and email, you can make your way to your selected store and collect your Order at the marked collection point in store, where you will also receive your receipt for the Order 

Whilst we endeavour to use all reasonable efforts to efficiently and effectively process your Orders for collection, we require the following conditions to be met to allow the Orders to be collected within 2 (two) hours from placement of your Order:  

  • Order(s) must be placed before 14h00 for same day collection from the selected store.  
  • Order(s) placed after 14h00 will be available for collection the next trading day at your selected store; however  
  • Order(s) placed after 14h00 the day before a public holiday, the Customer must call and confirm with the selected store, its trading hours for collection on the public holiday. Should the store not be opened for whatever reason, the Order(s) will be available for collection on the next trading day.  

We will provide you with timeous feedback throughout the Order process. You will receive, among others, the following information:  

  • An email and an SMS notification confirming receipt of your Order with a unique order code.   
  • An email and an SMS when we start “Picking & Packing” your Order. 
  • An email and an SMS when your Order is “Ready for Collection”. 
  • An email and an SMS when your Order has been collected. 
  • You may further track your order on your online profile.  
  1. Only once you receive a “Ready for Collection” SMS and email notification you may proceed to your selected store to collect your Order(s).  
  2. Proceed as per the Click & Collect in-store signs to the collection point. 
  3. Present the SMS and / or email Unique Order Code as well as your ID and / or driver’s license to the authorised representative of Toys R Us.   
  4. If you have nominated on your Order(s) for a third party to collect your Order(s) on your behalf, the unique code SMS and / or email must be forwarded to them and they will be prompted to present their ID and / or driver’s license when prompted by the authorised representative of Toys R Us.  
  5. Once your identity, or that of the third party is confirmed, you will receive your receipt and the Order(s) will be presented in a clear plastic bag for you and/or the third party to inspect and confirm the contents of your Order(s).  
  6. Once satisfied and the Order(s) confirmed by you and/or the third party, the Order(s) will be repackaged in Toys R Us branded plastic bags, and you and/or the third party may also make use of our free gift wrapping kiosk.  

While we endeavour to ensure that all Order(s)are processed and available for collection at the earliest possible date and time, this may not always be possible due to any unforeseen circumstances.  

Our Customer Service Team will contact you at the earliest possible moment to advise you of any delay.  

You will then have the option to continue with the Order(s)or cancel the Order(s) for a full refund in line with Toys R Us’ refund policy.  

We will also provide you with alternative collection points that may be able to assist and expedite the Order(s) for you.  

As with ordinary purchases, our normal returns process will have to be followed by Click & Collect customers:  

  • The return must take place within 60 (Sixty) days of purchase of the products.  
  • You must have an original till slip / order confirmation email or you will need to produce your Bank Statement as proof of purchase. Should you not have a proof of purchase, we will be happy to exchange your purchase at the lowest system price over a period of 3 months. 
  • The product must be assessed to determine if the item is a factory / manufacturing fault and not damaged through misuse or negligence.  
  • Once the product is assessed and proven to be a factory / manufacturing fault we may refund or exchange the product.  
  • Should the product be found to be non-functional due to misuse or negligence, a refund / exchange will not be given.  
  • Where the product being exchanged is not due to defect / manufacturing fault, the product(s) must be sealed in its original packaging, unused and not damaged (It must be in a re-sellable condition).  
  • Due to quality and healthy risks, the following items are not capable of exchange or refund:  
  • Used apparel.  
  • Scratched DVD’s or gaming disks.  
  • Maternity Wear (unless is not worn / sealed in its original condition).  
  • Breast pumps, bottles, teats and dummies (unless these are unopened and the seal is clearly intact – original condition).  
  • Food / formula – products that have been opened.  

You may cancel your Order(s) at any time prior to receipt of the Order(s).  

Should you decide to cancel your order, it will be refunded according to the payment method used to purchase your order. 

If your purchase was made using an online gift voucher/card, we will refund your purchase back to the same gift voucher/card.  

Once you receive an SMS and / or email stating that your Order is  “Ready for Collection”, your Order will be kept at the designated Click & Collect collection point for a period of 10 (ten) working days from the date of issue of the “Ready for Collection” SMS and / or email.  

Toys R Us reserves the right, unless authorised otherwise by its Customer Service Team, to cancel any Order(s) not collected with a period of 10 (ten) working days from date of “Ready for Collection” SMS and / or email.  

Should Toys R Us elect to cancel the Order, the purchaser will be offered a Gift Card or Store Credit to the equivalent value of the purchase. 

Should you require to pick up the Order at a later point, you will have to provide our Customer Service Team ( with an email with the subject line “Delayed Order Collection – (Customer’s Unique Code)” so that our stores can make the necessary arrangements for collection and not cancel the order after 10 (ten) working days.    


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 meet the criteria set out in the exchanges and returns policy. 

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 lowest system price over a period of 3 months. 

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

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. 


We offer delivery to any valid South African delivery addresses, however regional areas may experience delays as well as a surcharge. Currently, we only offer a standard delivery option, however, you will be able to change your specified address for each delivery or set it to remain on your billing address. 

Delivery costs R65.00 per order, and you can expect delivery within 4-7 working days. Please note that should you reside in a Regional Area, your order may experience delays as well as a surcharge. We will strive to notify you as soon as possible should our Couriers confirm any delays or surcharges that would be applicable to your order. 

No, unfortunately we can only deliver goods within the borders of South Africa, however we do offer online services for Toys R Us / Babies R Us Botswana. Please click here should you wish to place an online order in Botswana: 

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.  

Gift Registry

Unfortunately, you will not be able to create a Registry without first creating an account on the website. The creation of your account on our website is integral as this will allow you to transact on our website and store your Registry for ease of access and sharing. 

No, it is not necessary to have an account with us to make purchases off a Registry, however we do recommend creating an account prior to transacting on our website.  

We have a 90-day returns policy from the date of purchase only for the items purchased from a Registry. The customer is required to be in possession of a gift receipt or invoice and the Registry ID must be indicated on the receipts in order to be assisted. 

Once the Registry is closed on the system, no further purchases will be allowed to be made from the Registry. Please note that all Gift Registries will auto-close 21 days after the Event Date. 


Contact Us

If you have a query about your order or delivery, or any other query related to shopping online with Toys R Us, please click here.

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 team via Whatsapp or calling 087 234 8697. 

You may also reach out to us via our Social Media Pages ( Facebook and Instagram ).