Shipping Policy
This policy defines the shipping policy, delivery times, shipping costs, warranty, returns, and exchanges for products purchased on the Toys R Us website. Placing an order on the website constitutes full and explicit agreement to all terms specified in this document.
1. Available Shipping Methods
1.1 Home Delivery
Delivery of products to the customer's address via an external shipping company.
1.2 Delivery to a Pickup Point
Delivery to a collection point chosen by the customer from the list of available distribution points on the website when placing the order.
1.3 Self-pickup from the Kfar Saba branch only
2. Shipping Costs
2.1 Home Delivery – Regular Areas
Shipping cost: 30 ILS per order.
2.2 Shipping to Exceptional Areas
Shipping cost: 60 ILS per order.
For the purpose of this policy, "exceptional area" includes, but is not limited to, the following areas:
● Judea and Samaria
● Golan Heights
● Jerusalem District
● Eilat and the Arava
2.3 Delivery to a Pickup Point - if available
Shipping cost: 15 ILS per order.
2.4 Self-pickup
Self-pickup from the chain's branches – free of charge.
2.5 Free home delivery - for purchases over 499 ILS nationwide
3. Non-Shippable Products
Large or heavy products cannot be shipped and are available for self-pickup only.
This definition includes, but is not limited to:
● Products weighing over 15 kg;
● Products with dimensions exceeding 60×60 cm.
These products will display a message on the product page on the website stating that they are available for self-pickup only.
4. Delivery Times
4.1 Home Delivery – Regular Areas
Delivery within up to 7 business days.
4.2 Home Delivery – Exceptional Areas
Delivery to addresses in exceptional areas (Judea and Samaria, Golan Heights, Jerusalem District, Eilat and the Arava) will be made within up to 9 business days.
4.3 Delivery to a Pickup Point
Delivery to a pickup point within up to 4 business days.
4.4 Self-pickup
The order will be ready for collection within 2-4 business days, and collection should only be made after receiving an SMS notification from the branch confirming that the order is ready.
Clarifications regarding delivery times
● Fridays, Saturdays, holiday eves, and holidays are not considered business days.
● Delays in delivery may occur due to high volume, holidays, weather conditions, security situations, or other circumstances beyond the company's control.
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5. Delivery and Leaving Package Outside the Home
5.1 Delivery to Customer
The shipment will be delivered to the address provided by the customer when placing the order.
The responsibility for providing accurate and complete address details rests with the customer.
5.2 Leaving a Package Outside the Home
If the customer authorizes the courier to leave the package outside the home, outside the door, in the stairwell, in an electrical cabinet, or in any other external location:
● Responsibility for the package transfers to the customer from the moment of their authorization for it to be left.
● The company is not responsible for theft, damage, dampness, weather conditions, or any damage caused after the shipment has been left.
● The customer is not entitled to claim retroactively that they did not receive the product or that it was damaged due to environmental conditions.
5.3 Delivery Attempts
● First delivery attempt – no charge.
● Re-delivery attempt – no charge.
● If the re-delivery attempt is also unsuccessful, additional delivery attempts may incur a charge to the customer, according to the shipping company's policy.
6. Warranty, Damage, Loss, and Returns
6.1 General Warranty
The company is committed to providing the customer with complete and intact products that match the order placed on the website.
6.2 Receipt of a Defective or Damaged Product
In case of receiving a defective product or one that was damaged during shipping, contact customer service within 2 business days from the date of receipt of the product, with a photo and description of the problem.
6.3 Non-receipt of Shipment / Loss
In case the shipment was not received, customer service must be notified within 7 business days from the end of the relevant maximum delivery date.
6.4 Handling of Damage or Loss
The company will examine each case individually, and handling may include, at its sole discretion:
● Provision of a replacement product.
● Monetary credit for online purchases.
● Full refund.
6.5 Limitation of Liability
The company's liability, if any, is limited to the value of the product actually paid by the customer or to the provision of a replacement product – whichever is lower.
6.6 Exclusions from Warranty
The company's warranty does not apply to damages caused by:
● Improper use or use contrary to instructions;
● Negligence or careless handling;
● Damage caused after leaving the package outside the house with the customer's approval.
6.7 Refund for a Defective Product
When a product is found to be defective or damaged upon receipt, the company will bear the full cost of return shipping and the cost of shipping a replacement product, if supplied.
6.8 Product Return Initiated by the Customer
When the customer wishes to return a product not due to a defect:
● Only the product's value will be refunded.
● Shipping fees will not be refunded.
The return will be carried out strictly in accordance with the provisions of the Consumer Protection Law, and subject to:
● The return was made within the timeframes stipulated by law;
● The product has not been used;
● The product was returned in its original packaging, without any tear or defect that would prevent its sale;
● A valid proof of purchase was presented.
6.9 Exchange or Return Initiated by the Customer
In any case of exchange or return not due to a defect – the shipping cost will be borne solely by the customer.
7. Self-Collection
7.1 Orders can only be collected after receiving an SMS notification confirming that they are ready.
7.2 Orders not collected within 31 business days may be returned to the company's warehouse.
8. Customer Service
Contact details and operating hours for customer service are detailed on the "Contact Us" page of the website.
9. General Conditions
● The company reserves the right to update its shipping policy at any time without prior notice.
● In case of a contradiction between information appearing on a product page and these regulations – these regulations shall prevail.
● The exclusive jurisdiction rests with the competent courts in the Tel Aviv-Jaffa area.