Sanrio.com Knowledge Base

Orders

• When will my order ship?
• What if I entered the wrong address on my order?
• Can I change or cancel my order once it has placed?
• Wrong or Missing Items
• Where is my order confirmation?
• Why is my order being returned to the sender?

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Returns

• What is your return policy?
• Who can return items via the Sanrio.com Returns Center?
• Is it easy to return items from Sanrio.com?
• Can I exchange an item?
• Can I return a gift? Without the person who bought it for me knowing?
• Can I return a gift set if it is marked as “final sale”?

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Refunds

• What items are eligible for a refund?
• What items are non-refundable?
• When will I receive my refund?

Payments

• When will I be charged?
• Duties on orders to Canada & Mexico
• What payment methods do you accept?
• Do you charge sales tax?
• I’m having trouble entering a promotional code?
• What can I do if my payment has been declined?

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Gift Cards

• Do you sell gift cards?
• How do I purchase an e-Gift card on Sanrio.com?
• What is the difference between an e-gift card and a gift card?
• I have a Gift Card from a Sanrio retail store, how do I check my balance?
• Can I use a Gift Card (e.g. physical gift card) on Sanrio.com?
• Can I use more than one e-Gift card on my order?

Shipping

• Do you ship Internationally?
• What shipping services do you offer?
• Do you ship to a PO Box or APO address?
• Can I track the status of my package?
• When will my order start tracking?
• How long does it take my order to arrive? Can it be expedited?

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Products

• Do you sell replacement parts to past Sanrio products?
• When do new products arrive in the shop?
• What do I do if something I like is out of stock?
• I’m looking for an item/design that I remember from the past. Do you still carry it?
• The product I’m looking for is not on Sanrio.com. Can I still buy it online?
• I live outside the U.S. and want to buy something from your online store. Can I?

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Characters

• Why can't I find products for a certain character?
• Do you have any new characters coming out soon?
• Why doesn't Hello Kitty have a mouth?
• Can you email me a picture of a character?
• Can I use your characters on my homepage or a custom item?
• What is Puroland and how can I get tickets?

Promotions

• What kinds of promotions do you offer?
• Where can I get information on current deals & promos?
• Can I use multiple promo codes at checkout?

Retail Stores

• There is a problem with an item I bought at a retail store. What do I do?
• How do I find stores in my area or outside the U.S.?

Hello Kitty Cafe

• I'm interested in opening a Hello Kitty Cafe/truck. Who do I contact?
• Where can I find information about Hello Kitty Cafe menu items?
• I am missing an item from the Hello Kitty Cafe or Hello Kitty Cafe Truck. Who do I reach out to?
• Where can I change or make a Hello Kitty Grand Cafe reservation?
• Where can I find general information about the Hello Kitty Cafe & Trucks?

My Account

• Where can I create a Sanrio.com account?
• What is "My Wish List" and how does it work?
• I’m having trouble signing into my account, what should I do?

Our Company

• Where can I find information about Sanrio?
• Where can I find News or Press about Sanrio?
• How do I get in touch about collaboration requests?
• How can I report Copyright Violations?

Doing Business with Sanrio

• I’m interested in carrying a product in a store or stores I currently operate.
• I'm interested in owning and operating a Sanrio boutique.