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Crunchyroll Help

Crunchyroll Store FAQs

This collection of frequently asked questions (FAQ) provides brief answers to many common questions about ordering online from the Crunchyroll Store. It also provides links to more detailed information available from this web site.

Orders placed through the Crunchyroll Store are paid up front in full, and can be paid via the following methods: PayPal and BPAY. International Customers may only pay through PayPal. This includes all preorder items that have not yet been released.

We accept payments by credit card through PayPal. However, you can pay for your order using any major credit card without a PayPal account. To do so, select the PayPal payment option and then choose "Pay with Credit or Debit Card" button from the PayPal checkout screen. The next page will ask for your Credit Card information, your contact email and delivery address. Once these fields are complete you'll be able to pay with one more click: "Pay Now".

BPAY is a form of payment you can make using your bank account primarily over the internet. If you have internet access to your Bank Account, you may already have access to BPAY Transfers. Otherwise, check with your bank for information on how to use BPAY.

Unfortunately, payment methods cannot be altered after the checkout process. Please place a new order with your desired payment method. Don't worry, your initial order will remain as pending and will not process unless payment is made. You can email us to cancel the pending order so that it no longer appears as "pending".

Please ensure you triple check that your delivery address is accurate. If you notice you have entered your address incorrectly, please contact us as soon as possible through so we can try to amend the address before it has processed. There is only a limited window where this is possible. If you have recently moved to a new house and have placed an order using your old address, we suggest setting up mail redirection through Australia Post as orders that have begun processing cannot be updated and may result in uncollected packages.

Crunchyroll do not accept returns for change of mind. Once orders have begun processing we are unable to amend your order. Please ensure you have double checked your order prior to payment.

If you've been checking your order status, you may notice the order status is currently listed as PROCESSING. Our processing time is up to 5 business days, and possibly longer during busy sale periods. We appreciate your patience with us in getting your order out to you. Please be mindful of public holidays across Australia/Victoria as our business is closed on these days.

If you've been checking your order status, you may notice the status is currently listed as BACK ORDER. This means that we don't currently have the item you ordered in stock. Rest assured, your order will be processed as soon as our warehouse is replenished. This can sometimes take up to 4 weeks.

The Crunchyroll Store deducts payment for your pre-order at the time you place your order. Rest assured, as soon as your pre-ordered item has arrived at our warehouse it will be picked and packed and on it's way to you! Keep an eye on our website for any changes to release dates, as sometimes these can change.

Yes, we do! You can purchase vouchers to the value of $20, $50, $75 and $100. This is a printed Gift Voucher that you can give physically to anyone you wish, and that person can then spend it virtually on You can find all our available vouchers by clicking here.

Crunchyroll do not currently offer e-vouchers.

No. Unfortunately, vouchers cannot be used on sales and pre-order products.

The Crunchyroll Store uses 256-bit SSL encryption, ensuring your credit card and other private details are kept secure.

The Crunchyroll Store offers free shipping Australia-wide for all online purchases over $75SRP! The shipping cost for orders under $75 is $7 Australia-wide. Please note that international shipping charges are calculated during the checkout process and vary depending on weight and destination address.

The best way to check how much you will be paying for your order is simply to create the order, then follow the shopping cart through to the confirmation page of the checkout. At this screen you will be able to see the final price of your order before you confirm and make payment. The site calculates shipping according to the weight of your items, and discounts Australian tax for international orders. Upon viewing the final price, use another window of your internet browser to check the price in an online currency converter to get the most up to date conversion. If you're happy with the final price, proceed to confirm your order and we will process it in the following few days! Please note that freight charges do not include any customs fees that may be payable on collection of your items from your local customs office.

While we try to ship worldwide there are some locations where this is more difficult than others. If your country is not selectable during checkout, unfortunately we are unable to ship to your location.

Once an international package has left Australia we have no control over the shipping process or the time it takes your local services to process your order through customs and your local mail delivery service. We advise caution and ask you to allow the full estimated four weeks for shipment before contacting our team. We always recommend you contact your local postal service first as they will have more up to date information than we have access to in Australia.

The Crunchyroll Store does not currently provide tracking numbers when orders are despatched. Rest assured that if you have received a confirmation email from the Crunchyroll Store that your order is being processed and will be despatched as soon as possible.

Once we receive your order our warehouse will do our best to despatch your order as quickly as possible. On occasions, we might experience delays in despatch times. As we do not send shipping or despatch emails once your order has left us, please check the order status when logged in to your Crunchyroll account and if you have any queries related to your order please email us at

Delivery within Australia

VIC: Up to 5 business days once despatched

Delivery interstate: Up to 10 business days once despatched, depending destination points

International orders are sent by standard airmail, in most cases this is a 3-4 week delivery time after our normal processing period.

If your order status is currently listed as 'Invoiced and Dispatched' on a certain date but you have not received it within the appropriate time frame we suggest contacting your local post office. It's possible that delivery was attempted, but a notification card misplaced, so it could be waiting for you at your local post office without your knowledge. If you are still having issues, please contact us at .

If you received what seems to only be part of your order, don't panic! Please be assured that your full order is processing and items that aren't in your received package are likely to be sent separately. We are constantly restocking, so orders can sometimes be split. Out of stock items generally take up to three weeks to come back into stock. In some instances, an item might be listed as out of stock, and then be deleted from our catalogue. If you have ordered an item that is not received within 4 weeks of your order date, please contact us at with your order number.

The Crunchyroll Store does not send invoices with our deliveries. Please refer to your Order Confirmation email for all details regarding your order.

Most items are normally available for preorder 2 months prior to release. We will aim to deliver your items as close to the new release date as possible though delivery lead times can depend on location.

Preorders for limited release collectibles & merchandise are often available 6+ months in advance, and will feature a 'cut off' date. Please note the release date for these products will be different from the cut-off date. Please refer to the product description for an expected release date or window.

If you find what appears to be a fault with your goods, there are the guidelines to follow before sending an email: Please attempt to play the disc in more than one DVD player to eliminate an issue with that particular player. Please provide an exact time on the disc where the error occurs - Make/Model of your DVD player - Age of DVD player - When and where did you purchase your DVD? Once we have established the above, email and we forward the details to production and test the disc. Where possible we will release fixed discs with the next replication run. It's important to remember that due to the different types of software involved, we do not guarantee playback on Games Consoles or DVD-Drives.

For faulty collectibles, merchandise or books, please send a photograph of the item, along with a description of the issue.

Should you receive any items that you did not order, or that prove to be faulty, please contact our Customer Service Team () who will provide you with a returns address and assist with a refund or replacement. When enquiring about returning items, please quote your order number, the nature of the fault, and whether you require a replacement item to be sent out, or a refund. Please note that we do not offer a refund for change of mind. It is important to remember our DVDs are encoded for Region 4 and Blu-Rays are Region B. This is denoted on each product page and in the Help file. We are unable to accept returns due to region incompatibility. If the fault is physical, please ensure you send a photo of the damage so we can assess what went wrong.

Whilst we will do our best to replace faulty items, please note that most books, collectibles & merchandise items are produced in limited quantities, so a replacement for the exact same item may not always be possible - in which case, an alternative item may be offered, or a refund if the item is not deemed suitable by the customer.

The Crunchyroll Store distributes DVDs in the Australian and New Zealand regions. Our DVDs are encoded for Region 4 unless stated otherwise. Blu-Rays are encoded for Region B. You may notice that some discs are zoned Region 0 or All Regions, ensuring playability in other countries, but remember your DVD player and television must both be PAL compatible. Please refer to each individual item's page for this information and the next topic for details on region encoding.

Please note that the Crunchyroll Store cannot accept returns for DVDs that will not play due to region incompatibility! It is the customer's responsibility to ensure they can play Region 4 discs.

When a DVD disc is manufactured, a region code is applied at the authoring stage such that the final disc will play only on those players distributed in the designated world region. There are 6 regions throughout the world: - Region 1 - Canada, United States and its Territories - Region 2 - Japan, Europe, South Africa and the Middle East - Region 3 - Southeast Asia and East Asia - Region 4 - Australia, New Zealand, Pacific Islands, Central and South America - Region 5 - Indian Subcontinent, Former Soviet Union and Africa - Region 6 - China. For more information on DVD formats click here.

The Crunchyroll Store does not sell Empty Boxes for any series as standalone items on our website.

Yes. All items that are currently available, or available for pre-order are listed on our website. If you cannot find the title you are looking for it is possible it is no longer available or produced by us.

Crunchyroll cannot grant permission to use art, character design or clips from any property we release on home entertainment. Queries need to be sent through directly to the licensor, and we are unable to provide this contact information. This is the current situation under Australian law. Click here for more information.

Unfortunately, Crunchyroll does not accept internships or phone applications for work experience. We also do not accept unsolicited resumes. If you are ever interested in working with us, you can keep an eye on our employment page by clicking here.

Make sure you update your email preferences under My Account to receive emails about sales, new releases and promotions in your area! You can also follow us on Twitter, Facebook and Instagram!

Product Classification

Video Classifications

The classification descriptions are as follows:

Classification Classification Description
Parental guidance recommended
Recommended for mature audiences
Not suitable for people under 15. Under 15s must be accompanied by a parent or adult guardian
Restricted to 18 and over

Manga Classification Descriptions

Crunchyroll and our partner publishers understand that because of the visual nature of manga and prior misunderstandings regarding comics and graphic novels in general, you may be concerned about the appropriateness of each series for different age groups.

Manga from TOKYOPOP and VIZ Media are rated based on their content and those ratings can be found on our order forms as well as on the back of each book. The definitions of the ratings are below:


All Ages: Suitable for ages 6 and up. May contain cartoon violence and potty humour.
Youth: Suitable for ages 10 and up. May contain mild language, fantasy violence, and bullying.
Teen: Suitable for ages 13 and up. May contain infrequent and mild profanity, mild violence and gore, crude humour, mild sexual language and themes, nondescript nudity, and mild fanservice, as well as references to tobacco, alcohol and illegal drug use.
Older Teen: Suitable for ages 16 and up. May contain profanity and strong language, moderate violence and gore, moderate sexual themes and sexual violence, nudity, moderate fanservice, and alcohol and illegal drug use.
Mature: Suitable for ages 18 and up. May contain excessive profanity, and language, intense violence, excessive gore, explicit sexual language, themes and violence, and explicit fanservice.

Viz Media

All Ages: May be suitable for readers or consumers of any age. For example, may contain mild language and fantasy violence but no swearing or nudity.
Teen: May be suitable for early teens and older. For example, may contain violence, infrequent use of strong language, suggestive themes or situations, crude humour, alcohol and/or tobacco use.
Teen Plus: May be suitable for older teens and adults. For example, may contain intense and/or gory violence, sexual content, frequent strong language, alcohol, tobacco, and/or other substance use.
Mature: Suitable for adults only. May contain extreme violence, mature themes and graphic depictions.

Order Support

Have a question about an order you've placed or have other questions - please contact our friendly Support Team who are ready to help.

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