Finding reliable Toys R Us contact info used to be as simple as walking into the local suburban plaza, but honestly, things got weird after the 2017 bankruptcy. If you're looking for a phone number or an email address today, you've probably noticed that the results are a bit of a mess. You'll find old numbers for stores that have been defunct for seven years mixed with New Jersey corporate extensions that just ring forever. It's frustrating.
The reality of the brand in 2026 is that it’s a hybrid. It's owned by WHP Global, but the physical presence is mostly tucked inside Macy’s stores. This means the "contact" you need depends entirely on whether you bought a LEGO set at a mall boutique, ordered a bike on their website, or have a question about a legacy gift card from a decade ago.
The Current State of Toys R Us Customer Service
Let’s get the big one out of the way. If you need help with an online order, the primary point for Toys R Us contact info is their digital help center. You can usually reach their customer service team at 1-800-869-7787. But here is the kicker: that line is specifically for the e-commerce side of things. If you are calling about a specific physical location inside a Macy’s, calling that 800-number is basically a waste of your time. You’re better off calling the Macy's department store directly and asking for the toy department.
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It’s a bit of a maze. WHP Global, the brand management firm based in New York, handles the high-level licensing, but they aren't going to help you with a missing package. They handle the "vibe" and the deals. For the actual "where is my stuff" queries, you are dealing with the retail partners.
Digital Channels and Response Times
Most people hate calling. I get it. The "Contact Us" page on the official website is often the fastest route because it uses a ticketing system. They don’t publicize a direct email address like "support@toysrus.com" anymore because they’d get buried in spam and 30-year-old nostalgia letters. Instead, you fill out a form. Expect a 24 to 48-hour turnaround. It’s not instant.
If you're in a rush? Hit them up on X (formerly Twitter) or Instagram. Brands are terrified of public call-outs. Sending a DM to @ToysRUs can sometimes bypass the three-day wait time you'd face with a standard email ticket. It sounds silly, but social media managers often have a direct line to the escalation team that the frontline phone reps don't.
Why the Old Toys R Us Contact Info Doesn't Work
If you find a 973 area code number online, that’s likely the old Wayne, New Jersey headquarters. Don’t bother. Those offices are long gone. When the company liquidated, those phone systems were dismantled. A lot of the "scam" sites out there still list those old numbers to look legitimate.
There is also the international factor. Toys R Us Canada is a completely separate entity. They survived the US collapse. If you are in Toronto or Vancouver, your Toys R Us contact info is totally different. Their main line is 1-800-869-7787 (yes, the same number format, but a different routing system for Canadian callers). Their headquarters is in Concord, Ontario. Don't call the US line for a Canadian order; they literally cannot see your data.
Dealing with Returns and Refunds
Returns are where the contact info gets tricky. Since there are very few standalone "Big Box" stores left in the US, your return path follows your purchase path.
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- Purchased at Macy's? Use Macy's customer service.
- Purchased online? Use the 800-number.
- Purchased at an airport "Express" store? Those are often run by Hudson Group. You actually have to contact Hudson, not Toys R Us.
It's a licensing nightmare for the average consumer. Basically, look at your receipt. The name at the very top of that piece of paper is the company you actually need to call, regardless of the Geoffrey the Giraffe logo on the bag.
Corporate and Media Inquiries
Maybe you aren't a customer. Maybe you're looking for Toys R Us contact info because you're a vendor or a journalist. In that case, you have to go through WHP Global. They are located at 250 West 57th Street, New York, NY. They don't have a public "front desk" phone number that they give out to everyone, but their corporate site has a dedicated media inquiry form.
For many years, the brand was synonymous with the name Dave Brandon or the late Charles Lazarus. Today, the leadership is under Yehuda Shmidman. If you’re trying to pitch a new toy or get a licensing deal, mailing a physical letter to the New York address is actually more effective than an email that gets lost in a general inbox. It’s old school, but it works.
Troubleshooting Common Contact Issues
What if the number just rings? Or what if the "Live Chat" button is grayed out? This happens a lot during the holiday season (October through December). During peak times, they literally turn off the chat feature because the wait times exceed three hours.
If you can't get through, try the "Geoffrey's Birthday Club" portal. Sometimes, the administrative side of the loyalty program has shorter wait times. It's a "backdoor" way to get a human on the line. You just tell them you're having trouble with your account and then pivot to your actual problem. It’s a bit of a life hack for frustrated parents.
International Reach
For those outside North America, the contact points are even more fragmented:
- Toys R Us Asia: Headquartered in Hong Kong. They operate independently across mainland China, Japan, and Southeast Asia.
- Toys R Us ANZ: They had a rough patch but are making a comeback via Hobby Warehouse.
- Middle East: Operated by Al-Futtaim.
You see the pattern? There is no "global" headquarters anymore. It's a constellation of different companies all wearing the same giraffe costume.
Actionable Steps for Resolving Your Issue
If you are currently staring at a broken toy or a missing package and need a resolution, do not just start calling random numbers you found on a Google image search.
First, check your bank statement. See exactly who took the money. If it says "Macy's," stop looking for Toys R Us info and go to the Macy's help portal.
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Second, if you bought it from the official website, have your order number ready—it usually starts with a "TRU" or a string of 9-10 digits. Call the 1-800-869-7787 number at exactly 9:00 AM EST. That is when the call centers open, and the queue is shortest.
Third, if the phone line is busy, go to Facebook. Message the verified Toys R Us page with your order number and a brief description of the problem. Don't be mean; the person answering the messages is usually a junior marketing person who wants to help so they can close the ticket and move on.
Finally, remember that gift cards from the "old" Toys R Us (pre-2018) are legally dead. No amount of calling will reactivate them. They were wiped out in the bankruptcy proceedings. Any "contact info" claiming they can refund old gift cards is likely a scam. Save yourself the headache and don't give them your card info.
The brand is back, and it’s growing, but the support structure is still catching up to the legacy. Stay patient, keep your receipts, and always start with the Macy's service desk if you bought the item in person.