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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 email us:
For general inquiries, email us at questions@sanrio.com.
For order inquiries, email us at shopkeeper@sanrio.com, call us at 800-759-6454, or track your order online. If inquiring about an order, please include your first and last name and your order number.
Our customer service hours are Monday – Friday 8:30am to 4:30pm PT.
Please mail any correspondence to:
Sanrio, Inc.
570 Eccles Avenue
South San Francisco, CA 94080
650-952-2880
Sanrio.com is the official online store for Sanrio merchandise in the United States 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). Our goal is your satisfaction, and we hope to make your shopping experience as easy as possible. Here's some information that may help:
| 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. | ||
Please note:
Our warehouse will be closed for inventory on 3/26 and 3/27. Orders placed after 11:00am (PT) on Tuesday 3/25 will not be processed until 3/28.
In most cases, an order ships from our warehouse the business day after it is received. Orders of in-stock merchandise ship from our South San Francisco, CA warehouse to arrive at US locations within seven business days from receipt of your order. We will notify you by email of any anticipated delays. Orders shipping to Alaska, Hawaii, US Military Bases, Puerto Rico, and Canada usually take longer.
If you are not satisfied with your purchase, you may return it for a replacement or refund of the purchase price. Sanrio.com will accept returns of current merchandise in original condition within 45 days of receipt. Shipping and handling costs are non-refundable.
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.
Sanrio.com Returns
570 Eccles Avenue
South San Francisco, CA 94080
Be sure to include a copy of your packing slip and please write the reason for the return or exchange.
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.
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.
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 – Friday 8:30am to 4:30pm PT.
