Contact Us

Customer Service

We Love to Help!

 

We'd like your time and purchases at Sanrio.com to be an enjoyable and rewarding experience. Please contact us if we can help you with additional customer service. We'd love to hear from you!

Email us at customercare@sanrio.com or call us at 800-759-6454, Monday - Friday from 9:00 a.m. to 5:00 p.m. PST. When inquiring about your Sanrio.com order, please include your first and last name and your order number so we may better assist you. Thank you!

Please mail any correspondence to:

Sanrio, Inc.
570 Eccles Avenue
South San Francisco, CA 94080
650-952-2880

Shipping and Returns

Sanrio.com is the official online Sanrio store for Sanrio merchandise in the United States, United States Territories, and Canada. Sanrio.com currently ships only to the United States, US Military Bases, US Territories, and Canada. Please visit other countries for more information on Asia, Europe, and Latin America.

We are dedicated to making your shopping experience as easy and enjoyable as possible. Here is some information that may help regarding our shipping and returns policy:

Shipping Rates

To the Contiguous 48 States:

Merchandise Total
(US Dollars)
Standard 5-7
Business Days
Standard 5-7
Business Days with Signature Required*
Expedited 2-3
Business Days
Expedited 2-3
Business Days with Signature Required*
Up to $25.00 $7.75 $10.50 $17.75 $20.50
$25.01 - $50.00 $10.00 $12.75 $20.00 $22.75
$50.01 - $100.00 $13.00 $15.75 $23.00 $25.75
$100.01 - $150.00 $16.00 $18.75 $26.00 $28.75
Over $150.00 $24.00 $26.75 $34.00 $36.75


To Alaska/Hawaii and APO/FPO:

Merchandise Total
(US Dollars)
Standard 5-7
Business Days
Standard 5-7
Business Days with Signature Required*
Up to $25.00 $7.75 $10.50
$25.01 - $50.00 $10.00 $12.75
$50.01 - $100.00 $13.00 $15.75
$100.01 - $150.00 $16.00 $18.75
Over $150.00 $24.00 $26.75


To Puerto Rico, Guam, N. Mariana Islands, Virgin Islands, and American Samoa:

Merchandise Total
(US Dollars)
Standard 7-10
Business Days
Standard 7-10
Business Days with Signature Required*
Up to $25.00 $19.00 $21.75
$25.01 - $50.00 $21.25 $24.00
$50.01 - $100.00 $23.00 $25.75
$100.01 - $150.00 $25.00 $27.75
Over $150.00 $31.25 $34.00


To Canada**:

Merchandise Total
(US Dollars)
Standard 7-10
Business Days
Standard 7-10
Business Days with Signature Required*
Up to $25.00 $19.00 $21.75
$25.01 - $50.00 $21.25 $24.00
$50.01 - $100.00 $23.00 $25.75
$100.01 - $150.00 $25.00 $27.75
Over $150.00 $31.25 $34.00

*Please note that selecting "Signature Required" option will guarantee delivery of your package as the carrier will not leave a package without a signature from the shipping address. If "Signature Required" option is not selected, Sanrio will not be held responsible or liable for any missing package(s) for any reason(s). We will, however, be happy to assist you with any claims filing with the carrier upon your request.

**Canadian import taxes are the responsibility of the customer and are payable upon receipt of the order. All International orders are subject to local taxes payable upon receipt of order and are the responsibility of the recipient.

Delivery Time Estimates

Your order will ship from our warehouse within 1-3 business days after receipt of order. You will receive an order confirmation email when your order has been received. Delivery time estimates are provided in the tables above depending on shipping address. When your order is shipped, we will send you a shipment confirmation email with tracking information for you to track your package. We will notify you via phone and/or email should there be any unexpected changes and/or anticipated delays to your order.

Return Policy

If you are not satisfied with your purchase, you may return it for a refund of the purchase price and respective sales tax (if applicable). Sanrio.com will accept returns of current merchandise in its original condition within 30 days of receipt.
We're sorry, but shipping and handling charges are non-refundable.

Please note that we do not accept returns for discounted merchandise. Select merchandise such as pierced earrings. body piercing jewelry and/or intimate apparel cannot be returned for hygiene reasons. We also do not accept returns on any customized products.

If you placed an order that came with a free promotional item, you must include the free gift in its original condition with the return or you will be charged the full retail price of the promotional item.

We reserve the right to refuse a return and will certainly provide you with a reasonable explanation. We thank you in advance for your understanding.

Exchanges for Damaged or Defective Merchandise

If your order arrives damaged or defective, contact us at customercare@sanrio.com and we will be happy to provide you with a return label – all you have to do is drop it off at your local post office. Exchange requests are only valid for item(s) you receive that are damaged or defective and must be returned within 30 days of receipt. Once your return has been received and processed at our warehouse, a replacement item will be shipped to you.

If the exact same item is no longer available, we will notify you via email and issue a full refund of the item's cost, shipping and handling and sales tax fees (where applicable) back to your credit card.

Exchanges for Sizing Issues on Shoes, Clothing etc.

In the event that you require a different size, we recommend that you place a new order for the correct size as soon as you can as our items are often offered in limited quantities. Then, you may return the original item(s), provided it is within the 30 day window, where it will be processed as a normal refund of the item's cost and sales tax fees (where applicable) less shipping and handling.

Returning Gifted Items

No need to let the gift giver know, as long as the order was purchased through Sanrio.com and is returned within our 30 day return window we will happily email you a Sanrio.com e-Gift card equivalent to the item(s) purchase price directly to you. Please provide us with a valid email address on the back of the packing slip to ensure the e-Gift card gets to your inbox.

Incomplete or Incorrect Items

If your order is incomplete or incorrect upon receipt, please contact us at customercare@sanrio.com or call us at 800-759-6454 within 3 business days of receipt for instructions on returns and/or replacements.

Instructions for Returns and/or Exchanges:

Send returns and exchanges to:
Sanrio, Inc.
ATTN: Sanrio.com Returns
570 Eccles Ave.
South San Francisco, CA 94080

1. Be sure to include a copy of your packing slip and please write the reason for the return or exchange on the front of the packing slip or on separate piece of paper. Your return or replacement will not be accepted if the copy of the packing slip with the reason for return is not included in the return package.

 

2. If your package is returned to us due to an incorrect, invalid or incomplete shipping address it will be processed as a return and a refund issued. We're sorry, but shipping and handling charges will not be refunded. We appreciate your understanding.

More Questions?

Please email us at customercare@sanrio.com or call us at 800-759-6454. Our customer service hours are Monday - Friday from 8:00 a.m. to 5:00 p.m. PST.

We hope you find this information helpful. If you have any additional questions, please do not hesitate to contact us.