• How to order
• Payment
• About Shipping
• About consumption tax
• Returns Policy

How to order

1. Select a product.
2. Once you have finished ordering the items you want to purchase, display the shopping cart screen and check the contents.
3. If you are a member, please log in. If you are not a member, please register.
4. Specify your payment method.
5. Your order is complete.

You can place orders on our website 24 hours a day.
Product shipments and inquiries are handled only on weekdays (11:00-16:00). Please note that we are closed on weekends and holidays.
We will inform you on this website about other holidays such as the New Year and summer holidays.

*Regarding the purchase of pre-order items: If you order in-stock items and pre-order items together, as a general rule, we will ship all items as one order unit once all items are in stock.

If you don't receive an email from the shop
Depending on your provider's settings, your email may have been received in a folder other than the one it should be received in, such as the spam folder.
We apologize for the inconvenience, but please check all folders in the email software you use.

If you are using a mobile phone, there are an increasing number of cases where emails from our shop are being blocked due to settings such as "domain-specific reception" or "rejection of emails from PCs."
Please check your email settings to ensure that you can receive emails from the shop.
"@neko.co.jp" "nekoshop-support@neko.co.jp"
Please check your settings to ensure that you allow receiving emails from .

Payment

You can choose from the following payment methods:

・Credit card payment
VISA, MASTER and AMEX are accepted.

・Cashless payment
Apple Pay, Google Pay and Shop Pay are accepted.

・Cash on delivery <br>Additional fees will apply.
Shipping is 330 yen (tax included) per delivery. Free for orders over 10,000 yen.

【remarks】
The total amount to be paid by credit card will be the total product price + shipping fee.
・If your credit card company does not approve your payment or if an error occurs, we will contact you by email or phone.
-If we are unable to contact the person placing the order after the credit card company confirms a credit error, we may cancel your order.

Cash on delivery Cash on delivery is a payment method where the delivery company collects the payment when the product is delivered.
In addition to the product price and shipping fee, please pay a cash-on-delivery fee of 330 yen to the delivery company (Sagawa Express) when the product is delivered.
(The total amount shown on the purchase completion screen does not include the COD fee.)
If you would like a receipt for cash on delivery, please ask for it from the delivery company at the time of delivery.
The handling fee for cash on delivery is 330 yen (tax included) per delivery. It is free for orders over 10,000 yen.

*If you are not at home, the delivery company will contact you, so please be sure to arrange for redelivery. If the delivery company contacts us to inform us that you will be absent for an extended period of time, we will contact you by email and phone. If we are unable to contact you and the parcel is returned to us, please note that we will not be able to accept cash on delivery transactions in the future.

About Shipping

Delivery will be made by Sagawa Express from our designated warehouse.
In addition, we may use other delivery companies depending on the package style and delivery address, but we cannot accept requests to specify a delivery company.

[Product delivery time]
After receiving your order, we will deliver it within 7 days. (Excluding weekends, national holidays, and long holidays)
For pre-order items, the delivery time will be indicated on the product introduction page.

When purchasing a pre-order item and an existing item at the same time, all items will be shipped once all pre-order items are available.
If you are in a hurry to receive existing products, please place separate orders.

If you have not received an order completion email within one week after placing your order,
We apologize for the inconvenience, but please contact us using the inquiry form .

[Shipping and delivery]
・Nationwide…380 yen ・Over 5,000 yen…Free ※Shipping fees may change depending on the size of the product.
If there are any changes, we will post it on the product page, so please check it before ordering.

When placing an order, you can specify the desired delivery time.
[Available delivery time slots]
Morning (8:00-12:00) 14:00-16:00 16:00-18:00 18:00-20:00 19:00-21:00

The delivery address can be your address or your workplace.
Due to Sagawa Express regulations, there are some areas where delivery cannot be made at a specific time.
Please note that even if you specify a delivery time when placing an order, we may not be able to deliver at that time.
For details, please contact your nearest Sagawa Express office.


Shipping fees are charged for each order. Please note that we cannot combine multiple orders.

*You cannot specify a collection center for other delivery companies.
*Delivery date cannot be specified.
*We do not provide gift wrapping, gift tags, or message cards.
*Receipts cannot be included.
*Please note that we cannot ship multiple orders (including consecutive orders) together (combining orders for more than two orders into one shipment, etc.).
*Currently, we only ship within Japan. ( We are sorry that we can only deliver in Japan.)
*If you use an international forwarding service to order from overseas, our responsibility is limited to delivery within Japan.

[If you wish to have your order delivered to a branch office]
If you would like to pick up your order at a nearby Sagawa Express office, please place your order as follows:

①Shopping cart page
Please write "I would like to have my order delivered to our office" in the "Add a note to my order" field and then proceed to checkout.
②Information page: Please enter the address of your desired Sagawa Express office in the delivery address field. Please write "Sagawa Express XX Office" at the end of the address. (XX is the name of your desired office)
*Please make sure to enter your email address, name, and phone number. If you are having the item delivered to a branch office, please make sure to include your phone number .
3) On the payment page, in the billing address section, select "Use a different billing address" and enter your own address.

*The time when you can pick up your luggage varies depending on the branch office. For details, please refer to the branch office search and check the "Time when you can receive your luggage" of the branch office in charge. For details, please click here. (Sagawa Express website)
*When you come to the office to pick up your package, please bring documents that can verify your identity (driver's license, insurance card, etc.).
*If there are any errors in the information provided, we will contact you by email to confirm. Please note that the shipping date may be delayed depending on the response. If you have any questions, please feel free to contact us.

[Request regarding delivery]
If you were not there
Sagawa Express will notify you by sending an absence notice or a absence notification slip, so please be sure to contact us with your desired delivery date and collect your item within the storage period.
If you don't know the parcel number, please check the "parcel number" provided in the shipment completion email from our store, or contact us via our [Inquiry Form] . We will provide you with the parcel number.

If the storage period has expired
Your item will be automatically returned to us in the following cases:
・If you fail to contact the Sagawa Express contact number listed on the absence notice or absence notification slip
・If the address is incomplete or unknown
- If the storage period expires due to a long absence

Any items returned to our warehouse due to customer reasons such as refusal to receive the item, long-term absence, or incorrect address will be canceled at our discretion. Please note that we will not be able to re-ship the item after that. (If you paid by credit card, we will refund the amount minus the shipping fee of 380 yen.)
If you repeatedly refuse to accept delivery or return products due to long-term absence, we may restrict your use at our discretion.

About consumption tax

Unless otherwise specified on the product page, the product price displayed includes tax.
・Consumption tax rate: 10% (as of 2021)
・Consumption tax fractions less than 1 yen: rounded down

Returns Policy

Please check your delivered items within 8 days of receiving them.

・If the product you ordered is defective We take every precaution regarding the quality and delivery of our products, but in the unlikely event that the product you receive is defective, the following return conditions will apply.
Return validity period: If you contact us within 8 days of receiving the product and return it to us within 14 days of receiving the product. Return shipping and handling fees: We will cover the cost.

If you receive a product different from the one you ordered We take every precaution regarding product quality and delivery, but in the unlikely event that you receive a product different from the one you ordered, the following return conditions will apply.
Return validity period: If you contact us within 8 days of receiving the product and return it to us within 14 days of receiving the product. Return shipping and handling fees: We will cover the cost.

・As a general rule, we cannot accept returns due to customer reasons. Thank you for your understanding.

Please note that we may refuse to accept a returned item if it appears to have been used or damaged.

Please note that we cannot accept returns or exchanges for the following items:
・If the product is different from what you expected, or if you made a mistake in your order, etc. ・If you contact us more than 8 days after the product has arrived ・Returns made after the 14-day return deadline ・Returns made without prior contact or confirmation ・Products marked as [No returns] or [No cancellations] on the product page ・Products that have been discounted as part of campaigns, outlets, sales, etc. and are marked as [No returns] or [No cancellations], as well as some pre-ordered products ・Products that cannot be returned due to their characteristics, such as food, beverages, plants, fresh flowers, books, pet supplies, and software licenses ・Products whose packaging materials with barcodes have been disposed of, or products that cannot be restored to the condition they were in when delivered ・Products that have been soiled by the customer ・Other products that we determine to have been clearly used after inspecting them when they arrive at our company

If you have any questions regarding returns or exchanges, please use the contact form .