Frequently Asked Questions
General Safety Questions
What has Toys“R”Us, Inc. done to ensure compliance with the Consumer Product Safety Improvement Act (CPSIA)?
When it became apparent that more needed to be done to improve product safety, and as lawmakers worked actively toward finalizing this much-needed legislation, Toys“R”Us, Inc. moved quickly and decisively to enhance its own industry-leading rigorous quality assurance standards. We implemented additional tough safety standards for products sold in our stores, including testing by an accredited laboratory, date-coding on all products and stringent guidelines for content of lead and other heavy metals in surface coatings and substrate materials. Among other changes, we alerted manufacturers that by the end of 2008, baby products shipped to our stores must be produced without the addition of phthalates which have raised concerns about infant safety.
What does Toys“R”Us, Inc. do to ensure that its suppliers ship safe products to store shelves?
Toys“R”Us, Inc. has long held vendors accountable for meeting our strict safety standards. If a vendor does not meet our standards, we take immediate action, including, when warranted, termination of our relationship with them. We also have mandated that our manufacturers have their products tested by an accredited third-party laboratory before they leave the country of origin for a variety of potential safety concerns including lead, cadmium, small parts, sharp edges, flammability and other hazards, in accordance with state/federal law.
What specifically are your product safety standards?
You can find information about how we ensure that the products sold in our stores meet the most up-to-date standards, laws and requirements by clicking here.
Are all products carried by Toys“R”Us, Inc. tested for hazards and what are they tested for?
We have a very strict product testing process to ensure safety and compliance for all of the products we carry. We require that any products we purchase (including those from outside the United States) comply with all applicable laws, industry standards, codes and requirements. We have mandated that our manufacturers have their products tested by an accredited third-party laboratory before being shipped to Toys“R”Us for a variety of potential safety concerns including lead, cadmium, small parts, sharp edges, flammability and other hazards.
How do you ensure the products in your stores are safe for customers to purchase?
As the world’s leading dedicated toy and baby products retailer, we know that nothing is more important than the safety of children. We love kids and babies, and our commitment to their safety is non-negotiable. We continue to look for ways to raise the bar on product safety.
Toys“R”Us, Inc. safety standards require that our products meet or exceed federally mandated and industry-accepted standards. If at any point we find that a product does not meet our high safety standards, we take immediate and decisive action to remove these products from our store shelves, e-commerce sites and distribution centers.
I’ve heard about the dangers of a metal called cadmium in children’s products, especially jewelry. Do you test products sold in your stores for cadmium?
As of May 1, 2010, all children’s jewelry, feeding products, child care articles intended to go in the mouth and toys for children up to age 12 received by us must meet a soluble extraction limit for cadmium of 75ppm, in line with standards that have been in place for several years in Europe, Australia and Japan. Soluble extraction tests are used to simulate a child swallowing or mouthing an object.
How do you help parents make informed buying decisions?
To ensure that customers have the most detailed safety information, we created this Safety website, Toysrus.com/Safety, which houses important information about product safety, as well as tips to help parents prevent accidental injuries. We encourage you to visit this website often, which we continually update with the most pertinent safety information. In addition, we have an e-mail notification system for product recalls, offer bilingual recall notices and feature a Safety Board in all our stores that displays up-to-date recall information.
What tips do you have for parents on safe product selection and preventing accidental injuries?
This Safety website features a variety of helpful tips for shopping and safe play. For the complete list of tips, click here.
What is the CPSC and how do I find out more about it?
The U.S. Consumer Product Safety Commission (CPSC) is the federal governmental agency charged with protecting the public from unreasonable risks of serious injury or death from consumer products. The CPSC is committed to protecting consumers from products that pose a fire, electrical, chemical or mechanical hazard or can injure children. For more information about the CPSC, please visit www.CPSC.gov.
What is the FDA and how do I find out more about it?
The U.S. Food and Drug Administration (FDA) is an agency within the Department of Health and Human Services. FDA is responsible for ensuring the safety and high quality of more than a trillion dollars worth of products that are critical for the survival and well-being of all Americans – products that include some 80 percent of the United States food supply, all human health care products, electronic products that emit radiation, animal drugs and feed and cosmetics. For more information about the FDA, please visit www.fda.gov.
Product Recall Questions
What is a product recall?
The U.S. Consumer Product Safety Commission (CPSC), U.S. Food and Drug Administration or National Highway Transportation Board announces a recall when a product is believed to be potentially harmful or otherwise dangerous to consumers. When we are notified by a manufacturer or any governmental agency about a recall, we take immediate action and remove the recalled product(s) from our store shelves and from our websites. We also initiate a “stop sale” to prevent the product from being purchased at our stores or from our websites. Recall notices are posted on our websites and on our Safety Boards in stores.
How can I find out when a toy and/or baby product is recalled?
Information about recalled toys or baby products sold at Toys“R”Us and Babies“R”Us® is available at Toysrus.com/Safety and Safety Boards in all “R”Us® stores. Each recall posting includes the product name, item number, description, recall timeframe, reason for the recall and photo of the recalled product. Information about all consumer product recalls can also be found online at Recalls.gov, CPSC.gov, FDA.gov or globalrecalls.OECD.org.
What should I do if I have a product that has been recalled?
If you have a product that has been recalled, you should follow the manufacturer’s directions as outlined on the recall notice. Detailed information can generally be found on the manufacturer’s website.
Will Toys“R”Us and Babies“R”Us alert me about a recall?
All customers who are registered at Toysrus.com or Babiesrus.com to receive e-mail updates about safety information will be notified about product recalls within 48 hours of when the recall is issued. Specifics about product recalls are also available here on our Safety website and on our Safety Board in stores. Also, members of our customer loyalty program, Rewards“R”Us®, receive notification regarding product recalls. If you are interested in receiving e-mail notifications, click here.
If I purchased a recalled product at Toys“R”Us or Babies“R”Us, can I return that product to the store and receive a refund or store credit?
Customers who wish to return recalled products to a Toys“R”Us or Babies“R”Us store will be accommodated. If you have a receipt for the recalled product, you will receive an immediate refund in the form of cash, credit or store credit based on the tender used in the original transaction. There are some exceptions to this policy, so be sure to check with your local store for more details.
What if I don’t have a receipt or proof that I purchased the recalled product at a Toys“R”Us or Babies“R”Us store?
We have a “no quibble” policy when it comes to recalls. This means Toys“R”Us and Babies“R”Us will take back recalled products sold at a Toys“R”Us or Babies“R”Us store at any point during the recall period. No receipt or proof of purchase is necessary to return a recalled product to one of our stores. If you do not have a receipt, you will receive a store credit for the lowest sale price of the product within the last 30 days. There are some exclusions to this policy, so check your local store for more details.
If a product is recalled, should I stop using it? Can I just throw it away?
If a recall is issued, it is because the product is found to be harmful or otherwise dangerous in some way to consumers. Each recall announcement includes detailed instructions that you should follow. Usually the instructions tell consumers to stop using the product. Although you are not required to return a recalled product, we do recommend it. Often, in the case of recalls, you can return the recalled product directly to the manufacturer. Please follow the information on the recall notice for directions on how to return the recalled product. Under no circumstances should you donate or try to re-sell recalled products to others.
What happens to recalled products after I return them to a Toys“R”Us or Babies“R”Us store?
We return all recalled products to the manufacturer, who is required to dispose safely of the recalled items.
If one product from a specific manufacturer is recalled, does that mean all products from that manufacturer are unsafe?
No. When a recall is issued, it applies only to the specific product and item number identified in the recall announcement and not to all products produced by that manufacturer. Please note that a recall may affect only items produced during a certain time period. If you are unclear as to whether your product is included in the recall, be sure to check with the manufacturer or the CPSC. Details of each recall are described in the announcements here on our Safety website – Toysrus.com/Safety – and on our Safety Boards in stores.
How long are recalls in effect?
Recalls are indefinite. Regardless of when you learn about a product recall, you should confirm that you do indeed have a recalled product by checking with information on the recall notice to confirm the name, item number, description, and in some cases, the manufacturer date code. Then, follow the detailed instructions included in the recall notice for steps on how to proceed.
How do Toys“R”Us and Babies“R”Us stores ensure that recalled items are not sold to customers?
The affected product is immediately removed from store shelves and from our websites. We also initiate a “stop sale” to prevent this product from being purchased at our stores or from our websites.
Who can I contact if I have questions about a product that has been recalled?
Specific questions may be directed to the manufacturer of the recalled item. However, should you have any questions about recalled products purchased at Toys“R”Us or Babies“R”Us stores, or on our websites, please contact Customer Relations at (800) TOYS R US.
What is bisphenol-A or BPA?
Bisphenol-A or BPA is a chemical that, among other things, is one of the starting materials for polycarbonate, a plastic material which is clear, very strong, heat-resistant and extraordinarily impact resistant. As such, it is used in many items, including baby bottles and other baby feeding products. However, as of January 1, 2009, all bottles and baby feeding products sold in “R”Us stores and online are BPA-free.
Are baby feeding products made with BPA harmful?
All of the baby bottles and baby feeding and nursing products available in “R”Us stores meet the standards set forth by the U.S. Food and Drug Administration (FDA). As of January 1, 2009, all bottles and baby feeding products sold in Babies“R”Us and Toys“R”Us stores and online at Babiesrus.com are BPA-free.
Toys“R”Us, Inc. is committed to the safety of all of its customers – it is our number one priority. As such, we are vigilant about staying current with emerging scientific thoughts about the ingredients in the products we sell.
While the FDA is currently evaluating its position on the safety of BPA, we worked with manufacturers to phase out all baby bottles and other baby feeding products containing BPA in our stores nationwide.
What is the position of Toys"R"Us, Inc. on baby feeding products containing BPA?
While the FDA is currently evaluating its position on the safety of products made with BPA, in light of growing consumer concerns on this topic, we worked with manufacturers to phase out all baby bottles and other baby feeding products containing BPA in our stores nationwide. As of January 1, 2009, all bottles and baby feeding products sold in Babies“R”Us and Toys“R”Us stores and online at Babiesrus.com are BPA-free.
How do I know if the baby feeding product I have contains BPA?
If the product in your possession does not indicate that it is BPA-free, you should contact the manufacturer of the product for specific details about its contents.
How can I find BPA-free baby feeding products in your stores?
As of January 1, 2009, all bottles and baby feeding products such as nursing accessories, plates, “sippy” cups, utensils, toys and teethers, available in Toys“R”Us and Babies“R”Us stores as well as online at Toysrus.com and Babiesrus.com are BPA-free.
Has a recall been issued for baby bottles containing BPA?
No, there has been no recall issued on baby bottles or other baby feeding products containing BPA.
Drop-Side Crib Questions
What are drop-side cribs?
Cribs known as “drop-side” cribs have one side that can be raised and lowered to allow parents easier access to their baby. However, concerns have been raised about the safety of drop-side cribs.
Why did you eliminate drop-side cribs from your in-store and online assortments?
In March 2009, crib manufacturers, consumer safety advocates, the Consumer Product Safety Commission (CPSC), Health Canada, and ASTM International, a product standards organization, met to discuss the possibility of changing voluntary production standards for cribs as part of ongoing efforts to improve the safety of cribs and other children’s products. These updated voluntary standards were officially published in December 2009 and, in essence, render that cribs commonly known as drop-side cribs no longer be manufactured.
As a company dedicated to the safety of children, Toys“R”Us, Inc. made the decision to stop placing orders for drop-side cribs in spring 2009. As of January 1, 2010, we no longer carry drop-side cribs as part of our assortment.