Crunchyroll Store FAQ

• You may return most goods within 30 days of the delivery date for a full refund of the purchase price.
• The shipping cost will not be refunded unless you were sent a wrong or damaged item. 
• We do not accept returns for digital goods, mystery bundles, or opened DVDs and Blu-rays.
• Products must be returned in good condition with original packaging. 
• We do not offer exchanges. If you wish to exchange an item, simply return the item you no longer want and place a new order for the item or size you desire. 

1. Please contact the customer service team directly and provide your order number and photos if you the product you received was damaged. 

2. Customer Service will respond to you within 1 business day with next steps. If you received a wrong or damaged product, you will receive a prepaid shipping label. 

3. The customer is responsible for return shipping cost for all other returns so please choose a shipping carrier that provides tracking information as Crunchyroll is not responsible for lost shipments. 

4. Upon receipt of your return, you will be refunded the original price you paid for the item, plus any applicable tax within 1 business day.  Please allow 1 business day for Paypal credits and 3-5 business days for all other payment methods, . We will notify you via email when your refund has been issued. 

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 box or item and we will replace or issue a partial or full refund.  Your satisfaction is our #1 priority! 

• 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. 

Contact us directly with pictures and explanation of the defect.

If a package is shown as delivered but not received, please contact the carrier and then notify us. 

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. 

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

• 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 custom and import fees. 
• 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: 

• Latin America
  
• Any country in Asia
• IR (Iran)
  
• SL (Sierra Leone)
  
• Palestinian Territories
• Myanmar
  
• Crimea Ukraine
  
• CI (Cote d’Ivoire)
• CD (Democratic Republic)
• LR (Liberia)
• LB (Lebanon)
• SY (Sudan)
• BY (Belarus)
• IQ (Iraq)
• ZW (Zimbabwe)
• SY (Syria)
• GH (Ghana)
• KG (Kyrgyzstan)
• KZ (Kazakhstan)
• NG (Nigeria)
• South Africa
• Russia

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 $100 before taxes, and digital membership purchases are excluded from the total. 

If your order is $100 or more, please be sure to select the Free shipping option during checkout

Want to enjoy free shipping on every order, regardless of order amount?Become a Premium Plus member. 

Yes! Just make sure that the P.O box number is listed.

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:

• Brazil

  Mexico

  Colombia

  Argentina

  Venezuela

  Peru

  Chile

  Ecuador

  Guatemala

  Cuba

  Bolivia

  Dominican Republic

  Haiti

  Honduras

  Paraguay

  El Salvador

  Nicaragua

  Costa Rica

  Puerto Rico

  Panama

  Uruguay  CU (Cuba)

• IR (Iran)
• KP (North Korea)
• SL (Sierra Leone)
• Palestinian Territories
• South Sudan
• Myanmar
• Crimea Ukraine
  
• CI (Cote d’Ivoire)
• CD (Democratic Republic)
• LR (Liberia)
• LB (Lebanon)
• SY (Sudan)
• BY (Belarus)
• IQ (Iraq)
• ZW (Zimbabwe)
• SY (Syria)
• GH (Ghana)
• KG (Kyrgyzstan)
• KZ (Kazakhstan)
• NG (Nigeria)
• Any countries in Asia
• South Africa
• Russia

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 - https://store.crunchyroll.com/pages/delayed-pre-order-figures 

It may take 3-5 days for our warehouse to pack and ship your order. If it has been more than 7 days since the release date, please contact us and we will reach out to the vendor to determine the status of the product. 

Your credit card will be charged at the time of purchase. 

Yes but it depends on the status. 

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.  

We do our best to fulfill every order. However, sometimes issues happen that causes the order to be unfulfillable. These reasons include but are not limited to: quantity limitations, manufacturer errors, inaccurate pricing, or fraud. When orders are canceled, you will be notified via email with the reason. 

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.

Unfortunately, pre-orders made before or on August 15th are attached to our legacy email provider therefore, you will receive an email from both our legacy and 'new' store and it does not indicate a duplicate order or duplicate charge. We are currently working on a fix for this issue!

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

Unfortunately, we don't offer any gift-wrapping services. 

Sale tax will be charged to orders originating or shipping to California, Delaware and Texas.  

If your order retails more than $700, your order will automatically be cancelled due to a high fraud alert trigger. 

Of course! And you will be saving even more on the new store: 

• 5% off on most figures
  
• 50% off on Crunchyroll home video titles within the first week of release 
  
• 10% off on everything else 
  

To create an account, please click 'Log In' on the top right corner of the homepage.  You will be directed to the account signup page on Crunchyroll.com.  Please follow the prompts to complete the account creation process - it's free! Once completed please click 'Log In' again on store.crunchyroll.com  

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. 

You will have discounts on most store products and the ability to stream your favorite anime! For more details on the specific discounts you will receive, please check out the Premium Membership Perks page. 

This coupon code has the following exclusions:

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

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

Mystery bundles are a random assortment of products - you will not know what you'll get with these bundles! The items in the bundles are always worth more than the purchase price of the entire set. Mystery bundles are non-returnable.