FAQs

FAQ

Website

 

Gift Cards

 

Posting On Sanrio.com

 

Employment

 

Characters

 

Doing Business With Sanrio

 

Products

 

Retail Stores

 

Our Company

 

Sanrio In The News

 

Consumer Product Safety Commission Certificate Of Compliance

 

Colorado Sales And Use Tax Obligations

 

Sanrio® Visa® Platinum Reward Card

 

Ordering on the Sanrio Online Store"

Website

Can I use pictures from your website on my personal homepage?

Our characters and images are copyrighted and we cannot give permission to use them on personal homepages.


I saw an item on the Internet a while back, but now it’s gone. Can I still order it?

If the item is no longer in our online store, that means we are sold out or don't carry it right now. Try your nearest Sanrio store as they may have the item there.


back to top ▴

Gift Cards

What is the difference between an e-Gift Card and a Gift Card?

e-Gift Cards are only sold on Sanrio.com and can only be used in the online store. Other Sanrio store retailers have sold Gift Cards and Gift Certificates but those are not redeemable in the online store.

How do I purchase an e-Gift Card on Sanrio.com?

Click here to purchase an e-Gift Card. Please note that our e-Gift Cards are only redeemable on the online Sanrio store and cannot be used elsewhere.

I have a Sanrio e-Gift Card, how do I check my balance?

Click here to check your Sanrio e-Gift Card balance.

I have a Gift Card from a Sanrio retail store, how do I check my balance?

Click here to check your Sanrio Gift Card balance.

Can I use a Gift Card (e.g. physical gift card) on Sanrio.com?

Unfortunately, you can only redeem e-Gift Cards in the online Sanrio store. You can use a physical gift card at any participating Sanrio store. Please click here to find a store near you and it is recommended to call the store first to find out if they will accept your gift card.

I have a specific question about my physical gift card, who should I contact?

Please contact customerservice@nekoworldinc.com for all inquiries about physical gift cards.

I have an e-Gift Card that I earned through the Sanrio® Visa® Platinum Reward Card. Is this e-Gift Card different than the one sold on Sanrio.com?

No. The e-Gift Card earned through Reward points is the same type of gift card you can purchase on Sanrio.com. For more information about the Sanrio Visa Platinum Reward Card and the rewards you can earn, please click here to jump to that topic in our FAQ.

Can I use more than one e-Gift Card on my order?

No. You can only use one e-Gift Card per order.


back to top ▴

Posting on Sanrio.com

What are your rules on posting messages and/or comments on Sanrio.com?

We welcome our fans to post messages and thoughts on Sanrio.com, but kindly ask that all user comments abide by the posting guidelines below. Please note that any comments or posts may be removed at the sole discretion of Sanrio.com. Thanks so much for your understanding!

- Please do not post any content that may be considered offensive, controversial or inappropriate to Sanrio.com or its visitors in any manner.

- Please do not include images or references of any activity that may be considered unlawful or inappropriate to Sanrio.com.

- Please do not include business advertising.

- Please do not include content that may violate the integrity or reputation of Sanrio, Sanrio Intellectual Properties or any of its subsidiaries or affiliates.

- Please do not include content that may cause legal liability to Sanrio or any of its subsidiaries or affiliates.

 


back to top ▴

Employment

How can I become part of the Sanrio team?

Click here for current job openings.


back to top ▴

Characters

Why can't I find products for a certain character?

It may be that the character you're looking for is not in the current product line. Over the years, Sanrio has created over 400 characters and sometimes, older characters are often removed from the product line to make way for new characters and promotions. No character, however, is ever really discontinued. If there’s enough demand, they may come back!


Can I use your characters on my homepage?

Unfotunately, not. Our characters are copyrighted and we cannot give permission to use them on personal homepages.


Can you email me a picture of a character?

Sorry, we don’t offer that service.


I have an idea for a character. Can I send it to you?

Unfortunately, we can't accept submissions from outside the company.


Why doesn't Hello Kitty have a mouth?

Hello Kitty speaks from her heart. She’s Sanrio's ambassador to the world and isn't bound to any particular language.


Do you have any new characters coming out soon?

New characters are always being created. Keep checking our website to see what’s new!


What is Puroland and how can I get tickets?

Sanrio Puroland is our all-indoor theme park located in Tama City, Tokyo. Click here for more information.


back to top ▴

Doing business with Sanrio

I'm interested in owning and operating a Sanrio boutique.

If you're interested in owning and operating a Sanrio boutique, click here for more information.


I’m interested in carrying a product in a store or stores I currently operate.

If you’re interested in carrying Sanrio products in a store or chain of stores you own or manage, click here for more information.


back to top ▴

Products

I’m looking for an item/design that I remember from the past. Do you still carry it?

Our product line is constantly changing, thus making it difficult to get items that are older, as they’re no longer available. Check your nearest Sanrio store to see if they still have quantities available.


The product I’m looking for is not in Sanrio.com. Can I still buy it online?

At this time, the only products we have available are the ones found in the Sanrio Online Store.


I live outside the U.S and want to buy something from your online store. Can I?

Sorry, we don’t ship outside of the U.S, its territories, or Canada at this time.


If I want to buy large quantities of a certain item, can I get it wholesale?

Only customers wishing to buy products to sell in an existing store may purchase wholesale. If you’re interested in carrying Sanrio products in a store or chain of stores you own or manage, click here for more information.


Why can't I ship Minnetonka products to Canada?

Due to Minnetonka policies, Sanrio.com cannot sell Minnetonka products to our customers in Canada. Please inquire into local retailers in Canada for where Minnetonka is sold.


Can I return a gift set if it is marked as "final sale"?

Unfortunately, gift sets marked as "final sale" have the same policy as our sale items. Gift sets cannot be returned unless the included items are damaged. If any item(s) in the gift set are damaged, ALL items in the gift set must be returned with their original packaging for a complete refund. Click here to view our Returns, Exchanges & Refunds policy.


What is "My Wish List" and how does it work?

Put the products you want into your wish list and share your list with your family and friends.

On any product page, click the "Add to Wish List" link above the product description.
Go to "My Wish List" under "My Account" or click this link.
Share your wish list with others.


What is "Share this item" on the product pages and how does it work?

Underneath the "ADD TO BAG" button on each product page, there are 5 ways you can share this product with others. Simply select one and tell your friends and family about the product.

back to top ▴

Retail Stores

How do I find stores in my area or outside the U.S.?

Click here to find Sanrio stores and retailers within the US, Canada, and Latin America.


There is a problem with an item I bought at a retail store. What do I do?

You'll need to contact the store where you got it from for returns or exchanges.


back to top ▴

Our Company

Where can I find information about Sanrio?

Click here to learn more about Sanrio.


back to top ▴

Sanrio in the News

Where can I find News about Sanrio?

Click here for the latest on what’s happening at Sanrio.


back to top ▴

Consumer Product Safety Commission Certificate of Compliance

How can I obtain a CPSC Certificate of Compliance for a product?

Click here to visit the Consumer Product Safety Commission Certification of Compliance and Tracking Label information page to obtain the CPSC Certificate of Compliance for a product and/or for more details.


back to top ▴

Colorado Sales and Use Tax Obligations

What is the Colorado Sales and Use Tax Reporting and Payment Obligations?

Beginning March 1, 2010, out-of-state retailers not collecting Colorado sales tax must notify their customers of their sales and use tax reporting and payment obligations. Please see below for information provided by the Colorado Department of Revenue or visit www.taxcolorado.com.

i. Sanrio.com is not obligated, and does not, collect Colorado sales tax;

ii. Your purchase is subject to Colorado sales tax unless it is specifically exempt from taxation;

iii. Your purchase is not exempt merely because it is made over the Internet or by other remote means;

iv. The State of Colorado requires that you, the taxpayer, file a sales/use tax return at the end of the year reporting all of the purchases that were not taxed and pay tax on those purchases;

v. Sanrio.com will provide you, the purchaser, an end-of-year summary of purchases in order to assist you in filing your tax report;

vi. Details of how to file this return may be found at the Colorado Department of Revenue's website, www.taxcolorado.com;

vii. Sanrio.com is required by law to provide the Colorado Department of Revenue with a report of the total amount of all of your purchases at the end of the year.

 


back to top ▴

Sanrio® Visa® Platinum Reward Card

The Sanrio co-branded credit card program, for which UMB Bank, n.a. is the issuer is now closed. You should have received a physical letter in December 2018 from UMB announcing the end of the program. As a result, your Sanrio credit card account was closed on February 1, 2019. Discount codes for use on sanrio.com will be mailed no later than March 31, 2019 to cardholders who accumulated at least 5,000 points prior to February 1, 2019. Your responsibility to make payments and your other obligations relating to the account continue to be governed by the current cardholder agreement. This means that closing the account will not affect the terms that apply to your account. For any questions, please contact UMB’s customer service at 800-821-5184.

If I have a question about the rewards program not listed here, who can I contact?

Please contact UMB’s customer service at 800-821-5184.

If I have a question about an issue with Sanrio’s e-Gift Card, whom can I contact?

Please click here to visit Sanrio’s Customer Service page.

I have a Sanrio e-Gift Card number and pin, which I earned through credit card Rewards points, how do I check my balance?

Click here to check your Sanrio e-Gift Card balance.

How do I manage my Sanrio Visa Platinum Reward Card account online?

To manage your credit card account online, please click here. This intuitive tool allows you to view transactions, make online payments, schedule recurring payments, receive and view statements online and also track rewards points as they accrue.

I have a specific question about my UMB credit card that isn’t answered here, who do I contact?

To speak with a UMB customer account representative please call 800-821-5184.


back to top ▴

Ordering on the Sanrio Online Store"

I have an issue with my order, how do I contact Customer Service?

Click here to learn more about contacting customer service.

I would like to return or exchange my Sanrio.com order, how do I do this?

Click here to learn more about returns and exchanges.

I have questions about shipping for orders placed on Sanrio.com?

Click here to learn more about our shipping info.

What is a pre-order?

A pre-order is an order you place prior to the official release date of the product. This option is usually available for limited edition products and gives you a better chance of getting the item.

How do I place a pre-order order?

You place a pre-order by entering all your purchasing details as if you were ordering the item, but you won’t receive the item at this time. You will receive an email confirming your order, showing the deposit paid and the remaining balance to be paid upon shipping out your order.

When will I be charged?

When you place a pre-order order, you agree to pay a 50% non-refundable deposit. Your account is charged the non-refundable deposit once your order has been placed.
When the item is ready to ship, we will charge the remaining balance, including tax and shipping fees. You will receive an email letting you know your order has shipped.

When will my pre-ordered item ship out from your warehouse?

The approximate shipping date is located on the product information page

Can I combine other merchandise with my pre-order?

No, since pre-orders ship out at a different time, pre-orders have to be on in a separate order.

Can I combine a gift with purchase with my pre-order?

Not at this time.

For all other concerns and questions please contact customercare@sanrio.com

back to top ▴

Top