FAQs

    Sanrio.com Order Questions

    Most orders ship within 2-3 business days.

    If your order is marked Expedited, it typically ship same-day if ordered by 11am PST. If not, the next business day.

    You are charged for your product upon our Shipping of your items.

    Note that you will sometimes see a temporary authorization on your account when you place the order.

    Please Contact Us

    Please Contact Us

    Returns

    For returns on items purchased on 11/5/20 or later, please visit the new Sanrio.com Returns Center!

    For orders placed before 11/5/2020, please refer to next FAQ item below

    We will accept returns of current merchandise in its original condition and original packaging within 30 days of receipt. If the item and packaging is not in original condition, we will contact you letting you know that we cannot accept your return and will send you the item backIf your order arrived damaged or defective, please contact us within 7 business days of receipt of your order. Please provide your order number, explanation of the damage/defect, if possible a picture, and we’ll be happy to send you a return label.

    Send returns and exchanges to:

    Sanrio Returns
    10746 Commerce Way
    Ste B
    Fontana, CA 92337

    1. Be sure to include a copy of your packing slip or order confirmation and indicate the reason for the return and if you want a refund or exchange.

    2. For returns of non-defective or non-damaged items, please remember that the item must be in re-sellable condition. This means in its original packaging and the packaging must not be damaged.

    It can take around two weeks for your return package to reach us and be processed by our Returns team. Please note: Our Returns team is separate from our Customer Service team so it is important to note what you would like for us to do with the returned item(s).

    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.

    Colorado Sales And Use Tax 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.

    Sanrio In The News

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

    Our Company!

    small gift, big smile®

    It's more than just a catchy phrase; it's the foundation of everything we do, and we're proud to say we've been creating smiles for over 40 years.

    At Sanrio, we believe that a gift is more than just a gift. Rather, a gift is a means of expressing our heartfelt feelings for others. This philosophy guides all of our activities, whether we're designing a stationery set, a retail store, or an animated television series.

    From Sanrio boutiques showcasing the ultimate Sanrio collection to smaller assortments in other shopping environments, we invite all our friends and guests to experience the magic of these four simple words.

    Products

    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.


    At this time, the only products we have available are the ones found here at Sanrio.com!


    Sorry, we don’t ship outside of North America at this time.

    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.


    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. 

    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.

    Retail Stores

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


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


    Gift Cards

    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.

    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.


    Please contact the retail location in question to obtain your balance.

    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.

    Yes you can!


    Characters

    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!


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


    Sorry, we don’t offer that service.


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


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


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


    Doing business with Sanrio

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


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


    Copyright or Piracy

    Please email intproperty@sanrio.comanand we will investigate the issue.