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. 

• 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
• Cyprus

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

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 
• Cuba
• Iran
• Sierra Leone
• Palestinian Territories
• South Sudan
• Myanmar
• Crimea Ukraine
• Cote d’Ivoire
• Democratic Republic
• Liberia
• Lebanon
• Sudan
• Belarus
• Iraq
• Zimbabwe
• Syria
• Ghana
• Kyrgyzstan
• Kazakhstan
• Nigeria
• Any countries in Asia
• South Africa
• Russia
• Cyprus

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 

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.

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

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 
  

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. 

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.