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 at:
For questions about your order, please email us at customercare@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 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 Days |
Standard 5-7 Days with Signature Required* |
Expedited 2-3 Days |
Expedited 2-3 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 Days |
Standard 5-7 Days with Signature Required* |
| Up to $25.00 | $7.50 | $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 Days |
Standard 7-10 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 Days |
Standard 7-10 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
We hope you like your Sanrio surprises! If you are not satisfied with your purchase, you may return it for a replacement or 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 or replacements for discounted merchandise. Select merchandise such as pierced earrings and/or body piercing jewelry cannot be returned for hygiene reasons. If you placed and/or received an order that came with a free gift, you must include the free gift in its original condition with the return or you will be charged the full retail price of the gift plus shipping and handling. If you do not include the free gift with your return package, your return request will not be accepted and we will only ship the package back to you at your expense for return shipping and handling charges. 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.
Instructions for Returns and/or Exchanges:
Send returns and exchanges to:
AtLast Fulfillment
ATTN: Sanrio.com Returns
5300 Ontario Mills Pkwy Unit 400
Ontario, CA. 91764
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 and you would like the package to be shipped back to you with a valid or correct address, there will be an additional $10.00 handling fee plus shipping charge. If you decide that you want to cancel the order, you will only be credited back for the amount of the items only. We're sorry, but shipping and handling charge will not be refunded. We appreciate your understanding.
Incomplete, Incorrect, or Damaged Items
If your order is incomplete, incorrect or damaged 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.
More Questions?
Please email us at customercare@sanrio.com or call us at 800-759-6454. Our customer service hours are Monday - Friday from 8:30 a.m. to 4:30 p.m. PST.
We hope you find this information helpful. If you have any additional questions, please do not hesitate to contact us.