Question 1

QUAL NAVEGADOR FUNCIONA BEM PARA ESTE SITE?

Accepted Answer

Nosso site pode ser acessado através das versões mais recentes do Microsoft Internet Explorer, Mozilla Firefox, Apple Safari e Google Chrome. No entanto, recomendamos o uso do Google Chrome para uma melhor experiência.

Question 2

POR QUE DEVO ME REGISTRAR?.

Accepted Answer

Recomendamos que você crie um perfil conosco, pois ele oferece os seguintes benefícios:

Informações de cobrança e entrega pré-carregadas.
Acesso a listas de presentes online.
Armazena seus pedidos anteriores para referência e permite fácil acesso para rastrear seus pedidos atuais.

Question 3

CAN I ORDER BY PHONE OR EMAIL?

Accepted Answer

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) Email: customerservice@toysrus.co.za

Question 4

CAN I PLACE AN ORDER AS A GIFT FOR SOMEONE ELSE?

Accepted Answer

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.

Question 5

WILL YOU HAVE STOCK OF THE ITEMS THAT I HAVE ORDERED?

Accepted Answer

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, our Online Team will try their best to action your request accordingly, however should your specified assortments not be available, our Online Team will be in contact with you.

Question 6

HOW DO I KNOW WHAT PRICE I WILL PAY?

Accepted Answer

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.

Question 7

WHAT DELIVERY OPTIONS DO I HAVE?

Accepted Answer

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.

Question 8

WHAT ARE THE DELIVERY COSTS AND WHEN CAN I EXPECT DELIVERY?

Accepted Answer

Delivery costs R65.00 per order, and you can expect delivery within 2-5 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.

Question 9

DO YOU DELIVER OUTSIDE OF SOUTH AFRICA?

Accepted Answer

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.

Question 10

WHAT HAPPENS WHEN I AM NOT AVAILABLE WHEN DELIVERY IS MADE?

Accepted Answer

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.

Question 11

WHAT IS THE RETURN/EXCHANGE POLICY FOR AN ITEM PURCHASED OFF A REGISTRY?

Accepted Answer

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.

Question 12

CAN I CREATE A REGISTRY WITHOUT CREATING AN ACCOUNT ON THE TOYS R US WEBSITE?

Accepted Answer

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.

Question 13

DO I NEED TO HAVE AN ACCOUNT TO PURCHASE OFF A REGISTRY AS A GUEST?

Accepted Answer

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.

Question 14

WILL YOU BE ABLE TO PURCHASE FROM A REGISTRY AFTER THE EVENT DATE?

Accepted Answer

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.

Question 15

CAN I RETURN ONLINE PURCHASES?

Accepted Answer

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

Question 16

HOW WILL I BE REFUNDED FOR ITEMS BOUGHT ONLINE?

Accepted Answer

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.

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