Let’s be real for a second. Trying to find Toys R Us contact information today feels a bit like searching for a legendary Pokémon. You know it exists, but the landscape has changed so much since the days of those massive suburban warehouses that you're not quite sure where to look.
The brand didn't die. It just moved into a lot of different "houses."
If you’re sitting there with a defective remote-control car or a missing package from a late-night online splurge, you don't want a history lesson. You want a human. Honestly, the way you contact them depends entirely on where you bought the toy. Because Toys R Us operates through a complex web of partnerships with Macy’s, Go! Retail Group, and WHP Global, there isn't just one "big red phone" anymore.
The Direct Line: Reaching ToysRUs.com Support
If you bought something directly through the official website, you’re dealing with the core digital entity managed under WHP Global.
For quick assistance, the most reliable way to get moving is their dedicated support line. You can reach their primary customer service at 1-866-611-2248. This number is generally the hub for web-based orders and general inquiries about the brand's current US operations.
They’ve also leaned heavily into the "text us" era. If you're having trouble navigating the site or need help while using a screen reader, they have a specific accessibility and assistance line at (973) 617-4877. It’s a bit niche, but if the website is acting up, that’s your best bet.
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If you’re a "put it in writing" kind of person, you can shoot an email to customerservice@toysrus.com. Just a heads-up: like most major retailers in 2026, their inbox can get buried. If you don't hear back in 48 hours, I’d suggest hopping on the phone.
When You Bought It at Macy's
This is where things get a little tricky. Since most "physical" Toys R Us locations in the US are actually shops-in-shop inside Macy’s stores, your Toys R Us contact information might actually be Macy’s contact info.
If you bought a LEGO set at a Macy’s counter and it’s missing a piece, or if you need to return a Barbie you found in the Macy’s toy department, you have to go through Macy's customer service. Toys R Us corporate can't see those transactions.
- Macy's Customer Service Phone: 1-800-289-6229
- Online Chat: Available on the Macy’s website under the "Help" section.
I’ve seen people get stuck in a loop trying to call the toy brand for a Macy’s receipt issue. Don't do that to yourself. If the receipt says Macy’s, call Macy’s.
The Canadian Connection: A Different Beast Entirely
It is a well-known "fun fact" in the business world that Toys R Us Canada didn't go through the same bankruptcy chaos as the US stores. They are owned by Putman Investments and operate as a totally separate entity.
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If you’re up north and need help, do not use the US contact info. It won't work.
- Toys R Us Canada Customer Service: 1-800-869-7787
- Headquarters Phone: (905) 660-2000
- Email: customerservice@toysrus.ca
They are surprisingly responsive. Their headquarters is located at 2777 Langstaff Rd, Concord, ON L4K 4M5. If you're dealing with an "R Club" loyalty issue or a registry in Canada, these are the folks you need.
The Corporate HQ: Where the Giraffe Lives
Maybe you aren't looking for a refund. Maybe you’re a business owner, a member of the press, or someone who needs to reach the people running the show at WHP Global.
The corporate headquarters for the brand is no longer that iconic "Geoffrey Way" address in Wayne, New Jersey. They’ve moved. The central hub is now in Parsippany.
Address:
TRU Kids, Inc. (Toys R Us)
5 Wood Hollow Road, Suite 200
Parsippany, NJ 07054
United States
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Corporate Phone: (973) 617-3500
Keep in mind that if you call the corporate office asking why your kid's birthday present is late, they’re probably just going to transfer you back to the 1-866 number I mentioned earlier. Use this for legal, real estate, or high-level business inquiries only.
What About the Flagship Stores?
With the brand opening new "Flagship" stores in places like the American Dream Mall in New Jersey or various airports via Duty Free Americas, contact info gets even more fragmented.
If you have a problem with a purchase made at a Flagship store, the fastest way to a resolution is calling that specific store directly. The American Dream location, for instance, has its own management staff separate from the online team. You can usually find these specific numbers on Google Maps, but if you're stuck, the Go! Retail Group (the partner running many of these new brick-and-mortar spots) can be reached via their support line at 1-866-611-2248.
Actionable Tips for Faster Support
Nobody likes waiting on hold for thirty minutes while a MIDI version of the "I Don't Want to Grow Up" jingle plays on loop. To get through faster:
- Have your order number ready. If you’re calling about an online order, they literally cannot help you without that 10-12 digit number.
- Check the "Sold By" section. If you bought via a third-party marketplace that happened to use the name, your recourse is with that platform.
- Use Social Media (Sparingly). Sometimes a polite DM to their official Instagram or X (Twitter) account can nudge a slow-moving email ticket. They are active on @ToysRUs.
- Manufacturer vs. Retailer. If the toy is broken out of the box, you might actually get a faster replacement by contacting the manufacturer (like Hasbro or Mattel) directly rather than the store.
Finding the right Toys R Us contact information is basically a "choose your own adventure" game based on where you spent your money. If you're in the US, start with the 1-866-611-2248 number. If you're at Macy's, talk to the person in the red vest. It’s a bit of a maze, but the help is there if you know which door to knock on.
To resolve your issue today, verify your original receipt or order confirmation email first. Once you identify if the transaction was via ToysRUs.com, Macy’s, or a Flagship store, use the specific phone number listed above to reach the correct department immediately.