Customer Service
We Love to Help!
Contact Us
We'd like your time and purchases at Sanrio.com to be an enjoyable and rewarding experience. If there's any way we can help you with additional customer service, please contact us us:
For questions about your order, please email us at shopkeeper@sanrio.com, call us at 800-759-6454, or track your order online. When inquiring about your order, please include your first and last name and your order number. Our customer service hours are Monday - Friday 8:30 a.m. to 4:30 p.m. PST.
For general questions not relating to an order, please email us at questions@sanrio.com.
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 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 note we cannot ship to P.O. Boxes). 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 $) |
FedEx Ground (3-7 business days) |
FedEx Express (3 business days) |
| Up to $25.00 | $7.75 | $17.75 |
| $25.01 - $50.00 | $10.00 | $20.00 |
| $50.01 - $100.00 | $13.00 | $23.00 |
| $100.01 - $150.00 | $16.00 | $26.00 |
| Over $150.00 | $24.00 | $34.00 |
To Alaska/Hawaii and APO/FPO:
| Merchandise Total (US $) |
US Postal Service |
| Up to $25.00 | $7.50 |
| $25.01 - $50.00 | $9.50 |
| $50.01 - $100.00 | $13.00 |
| $100.01 - $150.00 | $16.00 |
| Over $150.00 | $24.00 |
To Guam, N. Mariana Islands, Virgin Islands, and American Samoa:
| Merchandise Total (US $) |
US Postal Service |
| Up to $25.00 | $19.00 |
| $25.01 - $50.00 | $21.25 |
| $50.01 - $100.00 | $23.00 |
| $100.01 - $150.00 | $25.00 |
| Over $150.00 | $31.25 |
To Puerto Rico and Canada*:
| Merchandise Total (US $) |
US Postal Service | FedEx (5 business days) |
| Up to $25.00 | $19.00 | $44.00 |
| $25.01 - $50.00 | $21.25 | $46.00 |
| $50.01 - $100.00 | $23.00 | $49.00 |
| $100.01 - $150.00 | $25.00 | $52.00 |
| Over $150.00 | $31.25 | $57.00 |
*Please note that 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
In most cases, an order ships from our warehouse within two business days after receipt of order. Orders of in-stock merchandise ship from our South San Francisco, CA warehouse to arrive at US locations within seven business days via FedEx Ground from wen your order is shipped. You will receive an email with tracking information when your order is shipped. We will notify you should there be any unexpected changes and/or anticipated delays to your order. Orders shipping to Alaska, Hawaii, US Military Bases, Puerto Rico, and Canada usually take longer.
Return Policy
If you are not satisfied with your purchase, you may return it for a replacement or refund of the purchase price of the merchandise and respective sales tax. Sanrio.com will accept returns of current merchandise in its original condition within 30 days of receipt. Shipping and handling costs are non-refundable. We do reserve the right to refuse a return and will certainly provide you with a reasonable explanation.
Please note that we do not accept returns for discounted merchandise. Additionally, we are unable to accept any returns on pierced earrings for hygiene reasons.
Send returns and exchanges to:
Sanrio.com Returns
570 Eccles Avenue
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.
2. If your package is returned to Sanrio.com due to an incorrect or incomplete shipping address, there will be a $5.00 re-shipping fee applied if you would like the package to be re-shipped.
3. If you decide to cancel an order once the package has been shipped back to Sanrio.com due to an incorrect or incomplete shipping address, then you will be re-credited for the amount of the items only.
Incomplete, Incorrect, or Damaged Items
If your order is incomplete, incorrect, or damaged, email us at shopkeeper@sanrio.com, or call us at 800-759-6454. Our customer service hours are Monday to Friday from 8:30am to 4:30pm PT.
We hope you find this information helpful. If you have any additional questions, please do not hesitate to contact us.