All orders are processed within 1-3 business days of order confirmation and shipped out on the next available day via USPS First Class, USPS Priority Mail, or UPS, along with a tracking number. Shipping costs are automatically calculated based on the weight and size of the packages and determined by the selected postal carrier. We offer our Shipping Service as a courtesy to our valued customers. Our Shipping Service includes purchasing postage & labeling, packing, and delivering the package to a postal carrier on behalf of our customers. We are not responsible for any lost, damaged, or stolen packages, incorrectly provided addresses, addresses provided that are in an unsecure location, and we are not liable for packages once they have been marked as delivered by the shipping carrier.
On occasion, items may be sold out in-store and our online inventory may not have been updated in time to show the item is no longer available. If an order is placed for a sold out item, it will be automatically refunded and we will ship out the rest of items in the order. We reserve the right to cancel any orders without notice for any reason, including suspicious account activity, invalid address, or suspicious form of payment.
All paid pick-up orders must be picked up in-store within 14 days. Please have your order # along with a photo ID ready at pick up. Orders not picked up after 14 days may be cancelled and a 10% restocking fee will be deducted from the purchase return.
Due to the health and safety of our customers and team members, we are not accepting returns or exchanges of any items at this time. Doing so allows us to provide our customers with the reassurance that the products they purchase from our store have not been returned by any other customer.
We appreciate your understanding and support through this unprecedented time!
Pre-COVID Return Policy:
Unused and unopened items may be exchanged at Sanrio Monrovia within 14 days of purchase for a merchandise credit. Any Gift(s) received with purchase much also be forfeited with the items exchanged, or the gift value will be deducted from the merchandise credit amount. We do not provide refunds.
Items must be returned to Sanrio Monrovia located at 166 W Foothill Blvd, Monrovia, CA 91016, and must be accompanied with the original receipt.
Sale items, Surprise Bags, Blind Boxes, Jewelry, Socks, Jewelry, Make-up, Clothing and Undergarments, Licensed Collaborations including but not limited to Puma, LeSportsac, Herschel Supply Co., Ju-Ju-Be, and tokidoki items are all FINAL SALE.
Exchanges are available in store only.