CRUNCHYROLL STORE FAQ

If you’re looking to return your order for whatever reason, we're here to help with no hassle! We offer returns within 30 days of purchase. You can return your product for a refund to the original payment method if the product did not meet your expectations. The refund will be processed back to its original form of payment within 5-10 business days.

• Clearance items are final sale and cannot be returned or exchanged.
• Returned items must include identifying information and be returned in the original product packaging.
• Returned items must have no visible signs of wear or use.
• The shipping cost will not be refunded unless you were sent a wrong or damaged item.
• A prepaid return label will not be provided unless the wrong item was sent, or the item was damaged in transit.
• We do not process apparel exchanges. If the item you purchased doesn't fit, please return it for a refund. You may then place a new order for your desired size. For more information and RMA labels, please contact our Customer Service Team.
• For Funko Pops, the printed box the Pops are packed in is considered part of the shipping container for the product— with the Funko Pop inside. As per our shop policy, we are unable to offer refunds or exchanges due to damages to the box on Funko Pops.

• Log in to your Crunchyroll account and contact our Customer Service Team
• Provide as much information as possible about the products you wish to return or exchange from your order.
  
• Print the prepaid shipping label that you will receive by email.
• Please note that a prepaid return label will not be provided unless the wrong item was sent, or the item was damaged in transit.
• Send all items back to us using the label provided.

Sorry collectors! We understand how disappointing it is to receive a damaged item - especially an item you have waited months for! Unfortunately, mistakes happen and products may get damaged during transit. In the event that this happens, please contact us with pictures of the damaged item and we will replace or issue a partial or full refund.  Your satisfaction is our #1 priority! 

For Funko Pops, the printed box the Pops are packed in is considered part of the shipping container for the product— with the Funko Pop inside. As per our shop policy, we are unable to offer refunds or exchanges due to damages to the box on Funko Pops.

• Digital goods such as memberships and gift cards can not be refunded. If there are any issues downloading the product or redeeming your license key, please contact: contactsupport@crunchyroll.com
• Mystery Bundles are also not refundable. Please note that if you order multiple Mystery Bundles, you will receive duplicates.
• Snacks and drinks.
• Open DVDs and Blu-ray are not refundable. 
• Clearance / final sale items are not eligible for returns.

Contact us directly with pictures and explanation of the defect.

Please note: home video products are not guaranteed to come with a slipcover.

• After an order is cancelled or a return is processed, your refund will be issued to its original form of payment.
• Upon completion of your return, a refund will be processed within 1-5 business days.
• After a refund has been processed, please allow 3-5 business days for Paypal refunds and 3-10 business days for all other payment methods.
• We will notify you via email when your refund has been issued.
• A full refund will be issued even if a Crunchyroll Store Digital Gift Card was used as full or partial payment on the order.
• An order can be cancelled and immediately refunded if the package has not yet begun processing for shipment. 
• Once a package begins processing for shipment, it will have to be delivered to its destination and returned to Crunchyroll before a refund can be issued. Please contact our Customer Service Team for more detailed information.

If a package is shown as delivered but not received, please contact the carrier and then notify us within 30 days of the delivery date.

If it is determined that the package is lost due to mis-delivery by the carrier, we will replace your order. 

If the package is lost due to an incomplete, or incorrect address, we can not offer refunds or exchanges - all customers are responsible for ensuring that their shipping address is correct at the time of purchase. In the event that a package is returned to us, you will pay an additional shipping fee in order for the package to be sent out again. 

If you find that your shipping address is incorrect, or that it has changed since you've last placed your order, please notify us with the order number and address. 

We are offering discounted shipping rates for a limited time! This change in shipping rates took effect on 4/4/22. This shipping policy covers orders placed from 4/4/22 until today's date. This policy does not extend to orders placed before the policy was changed. Below are the details of this promotion.

We charge a $5 flat rate for orders being shipped within the US. Shipping within the US is free for orders over $50. We have different shipping rates for different subscription tiers. Here is a breakdown for orders within the US:

• Free account or no account: $5 flat rate. Free for orders over $50
• Fan account: $5 flat rate. Free for orders over $50
• Mega Fan account: $5 flat rate. Free for orders over $20
• Ultimate Fan account: Free

International shipping costs vary by shipping destination. Here is a breakdown of the cost per shipment:

• Canada: $19.99
• Europe: $35.99 - $40
• Australia: $43.99

Yes - we ship international! However, please note the following:

• Our Home Video items are only available for shipping within the US & Canada
• You will need to ensure that the item can be lawfully imported to your country. 
• Your package may be subject to additional fees such as import and customs fees. Import and customs fees are not included in the cost of your order. You are responsible for any import and customs fees incurred.
• Your shipment will take longer to deliver as international shipments may be subject to customs clearance procedures. In rare cases, it may take 6-8 weeks to deliver.

Also, please note that we do not ship out to the following: 

• Any country in Asia
• Argentina
• Belarus
• Bolivia
• Brazil
• Burma
• Central African Republic
• Chile
• Colombia
• Comoros
• Costa Rica
• Cote d’Ivoire
• Crimea Ukraine
• Cuba
• Cyprus
• Democratic Republic
• Ecuador
• El Salvador
• Equatorial Guinea
• Estonia
• Ghana
• Guatemala
• Haiti
• Honduras
• Iran
• Iraq
• Kazakhstan
• Kiribati
• Kyrgyzstan
• Lebanon
• Liberia
• Mayotte
• Mexico
• Myanmar
• Naura
• Nicaragua
• Nigeria
• Niue
• Palestine
• Palestinian Territories
• Panama
• Paraguay
• Peru
• Puerto Rico
• Qatar
• Republic of Kosovo
• Russia
• Sierra Leone
• Solomon Island
• Somalia 
• South Africa
• South Sudan
• St. Helena
• Sudan
• Syria
• Tajikistan
• Tokelau
• Turkey
• Turkmenistan
• Tuvalu 
• Ukraine
• Uruguay 
• Venezuela
• Zimbabwe

Your order will be processed during normal business days (Monday - Friday, excluding holidays).

If an item is in stock, your order will be processed within 1 to 5 business days. The delivery time after processing will vary based on the shipping address. Currently, delivery times vary between 2 to 7 business days within the United States. 

If an item is a pre-order, the pre-order will not ship until it's in stock. If you order multiple pre-orders with the same release date, the order will not be shipped until all items are in stock

Once an item ships, you will receive an email with the tracking information. In special circumstances, tracking numbers may not be available.

For shipping within the United States, orders must total at least $50 before taxes, and digital membership purchases are excluded from the total. 

If your order is $50 or more, please be sure to select the Free shipping option during checkout

If you need to change your address for a pre-order that has not yet shipped, please contact customer service. Changing your address under "My Account" will not change the address attached to your pre-order, it will only affect future orders. 

It depends: 

If you purchase a mix of pre-order and in-stock items, you will be sent multiple shipments. 

If you purchase pre-orders with the same pre-order release date, you will be sent one shipment.

If you purchase in-stock items that are shipped from different warehouses, you will be sent multiple shipments. 

Yes. We do not ship to the following: 

• Any country in Asia
• Argentina
• Belarus
• Bolivia
• Brazil
• Burma
• Central African Republic
• Chile
• Colombia
• Comoros
• Costa Rica
• Cote d’Ivoire
• Crimea Ukraine
• Cuba
• Cyprus
• Democratic Republic
• Ecuador
• El Salvador
• Equatorial Guinea
• Estonia
• Ghana
• Guatemala
• Haiti
• Honduras
• Iran
• Iraq
• Kazakhstan
• Kiribati
• Kyrgyzstan
• Lebanon
• Liberia
• Mayotte
• Mexico
• Myanmar
• Naura
• Nicaragua
• Nigeria
• Niue
• Palestine
• Palestinian Territories
• Panama
• Paraguay
• Peru
• Qatar
• Russia
• Sierra Leone
• Solomon Island
• Somalia 
• South Africa
• SouthSudan
• St. Helena
• Sudan
• Syria
• Tajikistan
• Tokelau
• Turkmenistan
• Tuvalu 
• Ukraine
• Uruguay 
• Venezuela
• Zimbabwe

The cost of shipping can vary by shipping destination and customer subscription tier. If you're a premium subscriber, please refer to the question above, "How much does shipping cost?" to see a detailed cost breakdown.

Shipping charges are calculated during checkout. You may add items to your cart, proceed to checkout, and enter your shipping address to see the cost of shipping for your order.

We are in constant contact with our vendors to ensure that each release date is as accurate as possible. However, the dates listed are only an estimate. As such, the date may change due to reasons beyond our control. If the pre-order date does change, we will update the product listing and will do our best to notify all customers affected by the change. We also set up a monthly delayed items list, where you can see all the pre-orders that have been delayed and state the new estimated ship date. 

Delayed items are listed here - Delayed Pre-Orders 

If the item has not yet shipped, please contact us and we will cancel your pre-order and issue a full refund. 

If your pre-order has been shipped or is in the shipping process we cannot cancel it, but you may contact customer service to start the return process.  

Orders containing multiple pre-order products will be shipped in separate packages according to the estimate pre-order date.  

If you order multiple pre-order items with the same estimated release date, they will be shipped together in one package. 

You will receive a shipping confirmation for each individual shipment. 

Preorder dates may change due to reasons beyond our control. If the pre-order date does change, we will update the product listing and will do our best to notify all customers affected by the change. We also set up a monthly delayed items list, where you can see all the pre-orders that have been delayed and state the new estimated ship date.

If you have an existing order/pre-order with the Funimation shop, please click the link below to look up your Funimation order history and check the status of your active order/pre-order:

If I ordered while logged in:

https://shop.funimation.com/account#wishlist

If I ordered as a guest:

https://shop.funimation.com/orderstatus

If you need additional assistance with your Funimation shop order/pre-order, you may contact Funimation store support via the link below:

https://help.funimation.com/hc/en-us/requests/new?ticket_form_id=718212

When your order/pre-order ships, you’ll receive an email confirmation with tracking information.

Funimation Gift Cards can immediately be used in the Crunchyroll Store as long as they have not already been turned into credit on Funimation. 

If your Funimation Gift Card has been turned into credit on Funimation, please contact Crunchyroll customer experience below and specify if you would prefer your account credit be transferred over to Crunchyroll via ‘Mega Fan Membership’ time or via a ‘Crunchyroll Store Gift Card’:

https://help.crunchyroll.com/hc/en-us

Your Funimation account credit may be transferred over to Crunchyroll. Please contact Crunchyroll customer experience below and specify if you would prefer your account credit be transferred over to Crunchyroll via ‘Mega Fan Membership’ time or via a ‘Crunchyroll Store Gift’ Card:

https://help.crunchyroll.com/hc/en-us

Currently, your Funimation store order history is only available to view through Funimation:

https://shop.funimation.com/account#wishlist

However, we are looking into the possibility of moving over Funimation order histories onto Crunchyroll. Any future orders made through the Crunchyroll store will have your Crunchyroll order history saved. 

Right now, Premium Ultra subscribers will still receive their annual gift.

Please check out the link below to see the perks that come with the different Crunchyroll membership tiers (and scroll to the bottom):

https://www.crunchyroll.com/welcome?from=bottombar&return_url=https://www.crunchyroll.com/

Benefits are different on the Crunchyroll side. You’ll need a Crunchyroll account with the right membership tier to gain those benefits. Please follow the link below for Crunchyroll membership tiers and benefits (and scroll to the bottom):

https://www.crunchyroll.com/welcome?from=bottombar&return_url=https://www.crunchyroll.com/

If you are a Funimation Customer, please contact us to transition your account.

Any orders that were placed before August 15th will be displayed under the section, "Order History" on your profile page on crunchyroll.com 

All pre-orders that were placed before August 15th will be displayed under the section, "Order History" on store.crunchyroll.com

Sale tax will be charged to orders originating or shipping to:  

• Arizona 
• Arkansas 
• California 
• Colorado
• Connecticut
• Florida 
• Hawaii 
• Iowa 
• Kentucky 
• Maine 
• Minnesota 
• Nebraska 
• New Mexico 
• North Carolina 
• Ohio 
• Pennsylvania 
• South Carolina 
• South Dakota 
• Tennessee 
• Texas
•  Vermont 
• Washington 
• Wisconsin

For a limited time, premium subscribers can take advantage of the following benefits on the Crunchyroll Store:

- Fan: 5% discount on all products

- Mega Fan: 10% discount on all products, free shipping on orders over $20

- Ultimate Fan: 15% discount on all products, free shipping on all orders

1.Click Login located in the upper right hand corner of shop.crunchyroll.com

2. You will automatically be directed to the log in page of crunchyroll.com 

3. After entering your credentials, click "Log In" and you will be re-directed back to the Crunchyroll store. 

4. That's it! You are now logged in!

Note that if you are logged in Crunchyroll.com, the Crunchyroll store login process is only 1-click. If you are logged out of Crunchyroll.com, you will need to repeat Steps 1-3 to log in back to the store. 

Clicking "Sign Out" will only log you out of your Crunchyroll store account. To log out of both your store and Crunchyroll streaming account you will need to logout on the Crunchyroll.com/profile page as shown here:

1. Instead of clicking here: 

You will need to go to www.crunchyroll.com and Log Out under the Profile section. 

Coupon codes and Premium Membership benefit codes have the following exclusions:

• All items on sale
• All Aniplex items
• Membership Cards
• Gift Cards

If your order doesn't contain the above, and you are a new customer, please contact customer service.

Unfortunately not. The new customer discount code can not be combined with any other discounts, including the premium membership discounts. 

Q: Why won’t my discount code apply?

A: The HIMENENDO discount code is only available to Ultimate Fans. If you are an Ultimate Fan, please be sure to log into your account on the Crunchyroll Store before entering the discount code in checkout.

Q: Where do I enter my HIMENENDO discount code?

A: Enter your code in the text field that says “Gift card or discount code” in checkout. Be sure to enter this once you’re on the “Shipping” page, after entering your email and shipping address on the “Information” page.

Q: Why doesn’t my automatic Premium Membership discount work?

A: Unfortunately, we are only able to offer one discount type per transaction. If you’re purchasing the Hime and Yuzu Nendoroid, you may use the “HIMENENDO” code to discount that item, but other items in that order will not be discounted. To apply your automatic discount on other items, please create a separate order with only those items.

Blind are a random assortment of products shown on the product page - you will not know which option you will receive! Blind boxes are non-returnable.