FAQs
a. GENERAL SAFETY QUESTIONS
b. PRODUCT RECALL QUESTIONS
c. BISPHENOL-A QUESTIONS
GENERAL SAFETY QUESTIONS
1. What is Toys"R"Us, Inc. doing to ensure compliance with the Consumer Product Safety Improvement Act (CPSIA) by February 10, 2009?
When it became apparent last year 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. The company has continued to implement additional tough safety standards for products sold in its stores. This has included additional requirements for a high-level of third-party product testing, date-coding on all products, and stringent guidelines for lead content in surface coatings and substrate materials. Among other changes, the company alerted manufacturers that by the end of 2008, juvenile products shipped to its stores must be produced without the addition of phthalates which have raised concerns about infant safety.
2. 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 provide documentation of third-party testing of products shipped to Toys"R"Us before they leave the country of origin for a variety of potential safety concerns including lead, small parts, sharp edges, flammability and other hazards.
3. What specifically are your product safety standards?
You can find complete information about our product safety standards by clicking here.
4. Are all products carried by Toys"R"Us, Inc. tested for hazards and what are they tested for?
We have a very strict safety assurance program for all the products we carry. We require that any products we purchase (including those from outside the United States) comply with all applicable government and industry laws, codes and requirements. We have mandated that our manufacturers provide documentation of third-party testing of products shipped to Toys"R"Us before they leave the country of origin for a variety of potential safety concerns including lead, small parts, sharp edges, flammability and other hazards.
In addition, we have instructed all manufacturers who produce items exclusively for Toys"R"Us, Inc. that products shipped to the company must comply with strict new standards. This includes a high level of third-party testing, ensuring all product samples submitted for testing are selected by the company's third-party, certified laboratory, date-coding on all products, and using lead-screening equipment as appropriate to conduct company auditing of all products at their point of origin and at various points in the supply chain.
5. 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.
6. How do you help parents make informed buying decisions?
To ensure that customers have the most detailed safety information, we created this Safety website, www.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.
7. 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.
8. 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.
PRODUCT RECALL QUESTIONS
9. What is a product recall?
The U.S. Consumer Product Safety Commission (CPSC) 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 the CPSC about a recall, we take immediate action and remove the recalled product from our store shelves and from our websites. We also initiate a "stop sale" to prevent this product from exiting our distribution centers or being purchased at our stores or from our websites. Recall notices are posted on our websites and on our Safety Boards in stores.
10. How can I find out when a toy and/or baby product is recalled?
Information about recalled baby and juvenile products sold at Toys"R"Us and Babies"R"Us is available at www.Toysrus.com/Safety and on our Safety Boards in all 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 www.Recalls.gov or www.CPSC.gov.
11. 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.
12. Will Toys"R"Us and Babies"R"Us alert me about a recall?
All customers who are registered at www.Toysrus.com or www.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. If you are interested in receiving e-mail notifications, click here.
13. 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.
14. 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.
15. 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.
16. 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.
17. 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 – www.Toysrus.com/Safety – and on our Safety Boards in stores.
18. 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.
19. 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 exiting our distribution centers or being purchased at our stores or from our websites.
20. 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 Guest Relations at (800) TOYS R US.
BISPHENOL-A QUESTIONS
21. 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.
22. 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 www.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 has not changed its position on this issue, we have worked with manufacturers to phase out all baby bottles and other baby feeding products containing BPA in our stores nationwide.
23. What is the position of Toys"R"Us, Inc. on baby feeding products containing BPA?
While the FDA has not changed its position on the safety of products made with BPA, in light of growing consumer concerns on this topic, we have 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 www.Babiesrus.com are BPA-free.
24. 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.
25. 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 our Toys"R"Us and Babies"R"Us stores as well as online at www.Toysrus.com and www.Babiesrus.com are BPA-free.
26. 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.