Customer FAQ: U.S. Liquidation

1. Is my local store still open?
• Yes, most stores are still open and serving customers, find a store https://toysrusclosingsale.com/store-locations/
• Liquidation sales began on March 23, 2018, for more information visit https://toysrusclosingsale.com.

2. Will there be a going-out-of-business sale?
• Yes. Liquidation sales began on March 23, 2018. For more information visit https://toysrusclosingsale.com.

3. Will you still host store events, including Babies First Easter events?
• All store events have been cancelled effective March 22, 2018.

4. Can I still make purchases through the website?
• No. The Company’s www.toysrus.com and www.babiesrus.com web stores were shut down for customer purchases effective March 29, 2018.
• New orders will not be taken, however any existing orders that have already been placed will continue to be processed as normal.

5. What happens if I placed an order online, but haven’t received it yet? Will it still be delivered?
• Customers can expect to receive any orders that have already been placed.

6. I ordered goods on www.babiesrus.com and it is very delayed. When will it come?
• We are working with our vendors to arrange delivery for these orders as soon as possible.

7. Will customers be able to use their loyalty rewards toward purchases?
• No. Customers will no longer be able to use Rewards coupons, effective March 22, 2018.

8. Will customers be able to continue to earn loyalty rewards?
• No. You may see points accrue on your account, but please know that these points cannot be redeemed any longer. We apologize for any confusion this may cause.
• Endless earnings, in the form of e-gift cards, will be accepted through and including April 21, 2018.

9. What if I have accumulated points that have not been paid out? Can I get my points sent out to me now/early?
• No. You may see points accrue on your account, but please know that these points can no longer be redeemed. We apologize for any confusion this may cause.
• Endless earnings, in the form of e-gift cards, will be accepted through and including April 21, 2018.

10. Will customers who signed up for a Toys“R”Us credit card still receive the same benefits?
• Customers can continue to use their Toys“R”Us credit card for through the end of the liquidation sales.
• However any rewards or discounts previously associated with the cards will no longer be accepted/provided.

11. Will we still be accepting gift cards during this closing?
• Gift cards, including e-gift cards, will be honored through and including April 21, 2018.
• Gift cards from Canada will no longer be accepted in the U.S. effective March 22, 2018.

12. Will we still be accepting coupons during this closing?
• We’re no longer accepting any coupons, including Geoffrey dollars, in our stores or online, effective March 22, 2018.

13. What about Geoffrey Birthday Club?
• We’re no longer accepting coupons – including Geoffrey Birthday Club coupons or Geoffrey dollars, in our stores or online, effective March 22, 2018. 

14. What about the coupons distributed in the recent direct mail/Easter catalog?
• We’re no longer accepting coupons – including Geoffrey Birthday Club coupons or Geoffrey dollars, in our stores or online, effective March 22, 2018. 

15. Can I redeem my gift card or coupon for cash?
• No, gift cards and coupons cannot be returned for cash.

16. Will closing stores be able to complete price adjustments for purchases made before the announcement?
• No, unfortunately once liquidation sales start, all sales are final.

17. What are return policies at closing stores?
• Any purchases made during store closing sales (including those store closings that have been in process at certain stores for the last few months and those that began on Friday, March 23) are all final and returns will not be accepted.
• Gift cards cannot be returned for cash.

18. Will there be special pricing, promotions or policies?
• Yes, we will offer deep discounts and promotions.
• Gift cards will continue to be honored through and including April 21, 2018.
• Any purchases made during the store closing process are final at sale.

19. Who will handle customer complaints at the closing stores?
• Our store team members will assist you with customer complaints.

20. What will happen to items on layaway at affected stores?
• We are providing notices to customers with items on layaway.
• Upon receipt of that notice, customers will have 21 days to either pay the remaining balance due and retrieve their product, demand a refund on any deposit, or forfeit the product and their deposit.
• If customers don’t take any action, the liquidators will have the right to sell the product as part of the liquidation after the 21 day notice period.

21. What happens to my registry at Babies“R”Us?
• The web stores, including the Baby Registry, have been shut down for customer purchases, but can be searched.