User Guide

how to order

1. Select a product.
2.When you have finished ordering the item 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.
We only ship products and respond to inquiries on weekdays (11:00-16:00). Please note that we are closed on Saturdays, Sundays, and holidays.
In addition, we will inform you about year-end and New Year holidays and summer holidays on this website.

*About purchasing pre-order items If you order an in-stock item and a pre-order item at the same time, as a general rule, the order will be shipped only after all items are received.

* If you do not receive an email from the shop
Depending on your provider's settings, emails may be received in folders other than the ones where they should be received, such as your spam folder.
We apologize for the inconvenience, but please check all folders in your email software.

When using mobile phones, there are an increasing number of cases where emails from shops are being blocked due to ``domain specified reception'' or ``settings to refuse email reception from PCs.''
Please check your reception settings so that you can receive emails from the shop.
"@neko.co.jp" "nekoshop-support@neko.co.jp"
Please check your settings to allow receiving emails from.

About payment

You can choose from the following payment methods.

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

・Cashless payment
You can use Apple Pay, Google Pay, and Shop pay.

・Cash on delivery <br>A separate fee will be charged.
The cost per delivery is 330 yen including tax. Free for orders over 10,000 yen.


【remarks】
Credit card payment/total payment amount is ``total product price + shipping fee''.
・If your credit card company does not approve your credit, or if any error occurs, we will contact you by email or phone.
・If we are unable to contact the orderer due to a credit error confirmed by the credit card company, we may cancel the order.

Cash on DeliveryCash on delivery is a payment method in which the delivery company collects the payment upon delivery of the product.
In addition to the product price and shipping fee, please pay 330 yen as a cash on delivery fee to the delivery company (Sagawa Express) when the product is delivered.
(The total amount on the purchase completion screen does not include the cash on delivery fee)
If you would like to receive a receipt for cash on delivery, please receive one from the delivery company at the time of delivery.
The cash on delivery fee is 330 yen including tax per delivery. Free for orders over 10,000 yen.

*If you are not home, the courier will notify you of your absence, so please make sure to redeliver the package. If the courier company informs us that the package will be absent for an extended period of time, we will contact you by email or phone. Please note that if we are unable to contact you and the item is returned to us, we will refuse future cash on delivery transactions.

Regarding delivery

Delivery will be made by Sagawa Express from our designated warehouse.
In addition, depending on the packaging and destination, we may choose to use another delivery company, but we cannot accept requests for specific delivery companies.

[Product delivery time]
We will deliver your order within 7 days after receiving your order. (Excluding Saturdays, Sundays, holidays, and long holidays)
For pre-order items, the delivery time will be indicated on the product introduction page.

If you purchase a pre-order item and an existing item at the same time, all items will be shipped once the pre-order item is available.
If you need existing items urgently, please place separate orders.

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

[Shipping/Delivery]
・Nationwide: 380 yen, 5,000 yen or more: Free *Delivery charges may change depending on the size of the product.
If there are any changes, we will notify them on the product page, so please check this before placing your order.

When ordering, you can specify your desired delivery time.
[Delivery time zone that can be specified]
・Morning (8:00-12:00) ・14:00-16:00 ・16:00-18:00 ・18:00-20:00 ・19:00-21:00

In addition to the orderer's address, you can also specify your place of work as the delivery address.
According to Sagawa Express regulations, the following areas cannot be shipped within specific time slots. Even if you specify a delivery time zone when placing your order, we may not be able to deliver your order at that time. Thank you for your understanding. For more information, please contact your local Sagawa Express office.

・Hokkaido Akan-gun, Abuta-gun, Date City, Isoya-gun, Uryu-gun, Urakawa-gun, Okushiri-gun, Kasai-gun, Kawato-gun, Kabato-gun, Kayabe-gun, Iwanai-gun, Kameda-gun, Kuon-gun, Sorachi-gun, Kushiro-gun, Kushiro City, Kou District, Furuhira District, Akkeshi District, Hiroo District, Saru District, Yamagoe District, Shibetsu City, Edashi District, Jishiki District, Shari District, Sutsu District, Soya District, Tokachi District, Matsumae District, Kamiiso District, Kamikawa District ,Tokoro-gun, Niikappu-gun, Setana-gun, Ishikari-gun, Ishikari-shi, Shakotan-gun, Kawakami-gun, Mashike-gun, Ashoro-gun, Nakagawa-gun, Teshio-gun, Shimamaki-gun, Tomamae-gun, Futami-gun, Hidaka-gun, Shiranuka-gun , Shiraoi-gun, Shibetsu-gun, Kitami-shi, Horoizumi-gun, Nayoro-shi, Abashiri-gun, Menashi-gun, Monbetsu-gun, Notsuke-gun, Yufutsu-gun, Usu-gun, Yubari-gun, Yoichi-gun, Samani-gun, Rishiri-gun, Rumoi-gun, Rebun County, Hiyama County, Tsugaru City, Aomori Prefecture, Mutsu City, Shimokita County, Goshogawara City, Hirosaki City, Sannohe County, Towada City, Kamikita County, Nishi Tsugaru County, Aomori City, Nakatsugaru County, Higashi Tsugaru County, Minami Tsugaru County, Hachinohe City, Hirakawa City, Kitatsugaru County/Nikaho City, Akita Prefecture, Yokote City, Katakami City, Yamamoto County, Kazuno County, Akita City, Semboku County, Semboku City, Daisen City, Oga City, Yuzawa City, Minamiakita County, Noshiro City, Kitaakita County, Kitaakita City, Yurihonjo City, Ogatsu County/Ichinoseki City, Iwate Prefecture, Tono City, Oshu City, Shimohei County, Hanamaki City, Iwate County, Kesen County, Kuji City, Miyako City, Kunohe County, Shiwa County, Kamikei County, Morioka City, Nishiwai County, Takizawa City, Izawa County, Ninohe County, Hachimantai City, Kitakami City, Waga County/Igu County, Miyagi Prefecture, Toda County, Shiogama City, Oshika County, Kami County, Katta County, Kesennuma City, Kurihara City, Ishinomaki City, Osaki City, Tome City, Motoyoshi County/Adachi County, Fukushima Prefecture, Date County, Date City, Kawanuma County, Aizuwakamatsu City, Iwase County, Kitakata City, Koriyama City, Sukagawa City, Ishikawa County, Futaba County , Soma District, Soma City, Onuma District, Tamura District, Tamura City, Higashi Shirakawa District, Minamiaizu District, Minami Soma City, Nihonmatsu City, Motomiya City, Yama District/Mogami District, Yamagata Prefecture, Sakata City, Nishimurayama District, Nishiokitama District, Tsuruoka City, Higashimurayama District, Higashitagawa District, Obanazawa City, Akuumi District, Kitamurayama District/Yoshida District, Fukui Prefecture, Imadate District, Mikata District, Mikata Kaminaka District, Oi District, Ono City, Nyu District, Nanjo District/Nakashinkawa District, Toyama Prefecture ,Toyama City, Wajima City, Ishikawa Prefecture, Agano City, Niigata Prefecture, Iwafune District, Gosen City, Sado City, Sanjo City, Joetsu City, Niigata City, Nishikanbara District, Murakami City, Tainai City, Nakauonuma District, Nagaoka City, Higashikanbara District , Minamikanbara County, Kitakanbara County, Azumino City, Nagano Prefecture, Ina City, Shiojiri City, Shimoina County, Chino City, Saku City, Ogata County, Matsumoto City, Kamiina County, Ueda City, Suwa County, Suwa City, Tomi City, Higashi Chikuma District, Minamisaku District, Iida City, Kitasaku District, Kiso District/Gunma Prefecture Midori City, Annaka City, Kanra District, Kiryu City, Azuma District, Takasaki City, Shibukawa City, Numata City, Maebashi City, Tano District, Fujioka City, Tomioka City, Kitagunma County, Tone County/Sakura City, Tochigi Prefecture, Utsunomiya City, Shioya County, Sano City, Kanuma City, Moka City, Otawara City, Tochigi City, Nasushiobara City, Nasu County, Nikko City/Chichibu County, Saitama Prefecture , Chichibu City, Iruma District, Hanno City, Inzai City, Chiba Prefecture, Oami Shirasato City, Mikurashima Village, Tokyo, Miyakejima Miyake Village, Ogasawara Village, Niijima Village, Kozushima Village, Nishitama District, Aogashima Village, Oshima Town, Hachijojima Hachijo Town, Fussa City, Toshima Village, Aiko District, Kanagawa Prefecture, Miura District, Ashigarashimo District, Ashigarakami District, Naka District, Koshu City, Yamanashi Prefecture, Kai City, Kofu City, Yamanashi City, Uenohara City, Nishiyashiro District, Fuefuki City, Minami Alps City , Minamikoma County, Minamitsuru County, Hokuto City, Kitatsuru County/Kamo County, Shizuoka Prefecture, Shuchi County, Sunto County, Numazu City, Haibara County, Shimada City, Atami City, Hamamatsu City/Aichi Prefecture Shinshiro City, Nishio City, Chita County, Toyokawa City, Toyota City, Kitashitara District/Anpachi District, Gifu Prefecture, Hashima District, Gero City, Kamo District, Kani District, Kani City, Seki City, Gujo City, Takayama City, Ono District, Nakatsugawa City, Hida City, Fuwa District, Motosu County, Motosu City, Ibi County, Yoro County, Inabe City, Mie Prefecture, Kumano City, Shima City, Taki County, Toba City, Tsu City, Watarai County, Minamuro County, Kitamuro County, Tondabayashi City, Osaka Prefecture, Toyono County, Tatsuno City, Hyogo Prefecture, Kanzaki County, Kawabe County, Minamiawaji City, Mikata County, Himeji City, Yabu City, Uji City, Kyoto Prefecture, Funai County, Nantan City, Uda County, Nara Prefecture, Uda City, Yoshino County, Gojo City, Shiga Prefectures: Koka City, Takashima City, Otsu City, Nagahama City, Maibara City, Ito County, Wakayama Prefecture, Kainan City, Hashimoto City, Shingu City, Nishimuro District, Tanabe City, Higashimura County, Hidaka County, Arita County, Saihaku District, Tottori Prefecture , Hino County, Oki County, Shimane Prefecture, Unnan City, Masuda City, Gotsu City, Kazui County, Izumo City, Matsue City, Nita County, Ota City, Iiishi County, Hamada City, Ochi County, Ibara City, Okayama Prefecture, Aida County, Okayama City, Kaga District, Kasaoka City, Kume District, Tamano City, Katsuta District, Oda District, Niimi City, Maniwa District, Maniwa City, Setouchi City, Asakuchi District, Tsuyama City, Tomata District, Bizen City, Mimasaka City, Wake County/Hiroshima Prefecture Akitakada City, Kure City, Hiroshima City, Etajima City, Mihara City, Shobara City, Jinseki County, Sera County, Otake City, Takehara City, Higashihiroshima City, Hatsukaichi, Onomichi City, Fukuyama City, Toyota County/ Abu-gun, Yamaguchi Prefecture, Shimonoseki City, Iwakuni City, Kuga-gun, Kumage-gun, Yamaguchi City, Oshima-gun, Nagato City, Hagi City, Mine City, Yanai City, Ayaka-gun, Kagawa Prefecture, Kanonji City, Kagawa County, Takamatsu City, Mitoyo City, Azuki County, Nakatado County, Kida County/Aki County, Kochi Prefecture, Agawa County, Konan City, Kami City, Takaoka County, Kochi City, Shimanto City, Muroto City, Nagaoka County, Tosa County, Hata County/Anan City, Tokushima Prefecture ,Awa City, Ama County, Miyoshi County, Miyoshi City, Katsuura County, Naga County, Itano County, Mima County, Mima City, Meinishi County, Meito County/Iyo County, Ehime Prefecture, Iyo City, Uwajima City, Ochi County, Kita County , Imabari City, Matsuyama City, Kamioukiana District, Nishiuwa District, Seiyo City, Minamiuwa District, Kitauwa District/Ukiha City, Fukuoka Prefecture, Kurate District, Kaho District, Kyoto District, Mizuma District, Itoshima City, Munakata City, Kasuya District, Chikjo District , Tsukushi County, Asakura County, Asakura City, Tagawa County, Yame County, Iizuka City, Fukuoka City, Buzen City, Kitakyushu City/Kanzaki City, Saga Prefecture, Karatsu City, Higashimatsuura County, Fujitsu County/Iki City, Nagasaki Prefecture, Goto City ,Sasebo City, Matsuura City, Nishikai City, Nishisonogi District, Tsushima City, Nagasaki City, Higashisonogi District, Minami Matsuura District, Hirado City, Kitamatsuura District, Isahaya City/Usa City, Oita Prefecture, Kusu District, Saiki City, Hayami District, Oita City, Nakatsu City, Tsukumi City, Higashi Kunisaki District, Hita City, Bungotakada City, Yufu City/Kumamoto Prefecture Aso District, Ashikita District, Kikuchi District, Kuma District, Tamana District, Tamana City, Kumamoto City, Yamaga City, Kamimashiki District, Kami-Amakusa City, Hitoyoshi City, Amakusa City, Yatsushiro County, Yatsushiro City/Ebino City, Miyazaki Prefecture, Nobeoka City, Koyu County, Kobayashi City, Nishiusuki County, Nishimoroken County, Sai City, Higashiusuki County, Higashimaroken County/Ichikikushikino City, Kagoshima Prefecture ,Aira-gun, Amami-shi, Kimozuki-gun, Kumage-gun, Satsuma-gun, Satsumasendai-shi, Shibushi-shi, Kagoshima-gun, Kagoshima-shi, Izumi-gun, Nishinoomote-shi, Soo-gun, Soo-shi, Oshima-gun, Kirishima-shi/Uruma, Okinawa Prefecture City, Miyako-gun, Miyakojima-shi, Kunigami-gun, Ishigaki-shi, Shimajiri-gun, Nanjo-shi, Yaeyama-gun, Nago-shi

Shipping charges will be charged for each order. Please note that we cannot combine multiple orders.

*You cannot specify the collection and delivery point of other delivery companies.
*Delivery date cannot be specified.
*Gift wrapping, Noshi, and message cards are not available.
*Receipts cannot be included.
*Please note that we are unable to ship products ordered multiple times (including consecutive orders) together (combining two or more orders into one package, etc.).
*Currently shipping is only within Japan. ( We are sorry that we can only deliver in Japan.)
*If you order from overseas and use an overseas forwarding service, our company will be responsible for shipping within Japan.

[If you wish to stop at the office]
If you would like to pick up your order at your local Sagawa Express office, please place your order as follows.

①Shopping cart page
Please enter "I would like the order to be stopped at the office" in "Add a note to the order" and proceed to the purchase process.
②Please enter the address of your desired Sagawa Express office in the delivery address on the information page. Please write "Sagawa Express 〇〇 office stop" at the end of the address. (〇〇 is the name of your desired office)
*Please be sure to enter your email address, name, and phone number. If you are calling at a business office, please be sure to include your phone number . *
③Please select "Use a different billing address" on the billing address page of the payment page and enter your own address.

*The delivery time for your luggage varies depending on the office. For more information, please use the office search to see the "Available hours for receiving packages" for the office in charge. Click here for details. (Sagawa Express HP)
*When you come to the office to pick up your luggage, please bring documents that can confirm your identity (driver's license, insurance card, etc.).
*If there is any incomplete information, we will contact and confirm the information by email. 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 absent
Sagawa Express will notify you with an absence notification or notification form, so please be sure to contact us with your desired delivery date and pick up the item within the storage period.
If you do not know your package number, please check the ``package number'' sent to you in our shipping completion email, or contact us using the [Contact Form] . We will inform you of your luggage number.

If the storage period has passed
In the following cases, the product will be automatically returned to us.
・If you are unable to contact the Sagawa Express contact information listed on the absence notification or absence notification form.
・If the address is incomplete or unknown
・If the storage period has passed due to long-term absence

Items returned to our warehouse due to customer reasons such as refusal to receive, long-term absence, or incorrect address will be treated as canceled at our discretion. Please note that we cannot accept re-delivery after that. (If paying by credit card, we will refund the amount minus the shipping fee of 380 yen.)
If the product is returned multiple times due to refusal of delivery or long-term absence, we may restrict the use of the product at our discretion.

About consumption tax

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

About returns

Please check the delivered product within 8 days after receiving it.

・If the product you ordered is defective We take every possible measure to ensure the quality and delivery of the product, 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 after receiving the product and return it to us within 14 days after receiving the product Return shipping and handling fees: We will pay for the return.

・If you receive a product that is different from the one you ordered We take every possible measure to ensure the quality and delivery of the product, but in the unlikely event that you receive a product that is different from the one you ordered, the following return conditions will apply.
Return validity period: If you contact us within 8 days after receiving the product and return it to us within 14 days after receiving the product Return shipping and handling fees: We will pay for the return.

・As a general rule, we cannot accept requests due to customer circumstances. note that.

Please note that if the returned product shows signs of use or damage, we may refuse the return.

Conditions for returns and exchanges Please note that we cannot accept the following items.
・If the image of the product is different, if you made a mistake in your order, etc. ・If you contact us more than 8 days after receiving the product ・Return after the return deadline of 14 days after receiving the product ・Prior contact/confirmation・Products with [No Returns] or [Cancellation Not Allowed] displayed on the product page ・Products that have been discounted through campaigns, outlets, sales, etc. with [No Returns] or [Cancellation Not Allowed] displayed on the product page , and some pre-order products, foods, beverages, plants, fresh flowers, books, pet supplies, software licenses, etc., which cannot be returned due to product characteristics, products whose packaging materials with barcodes have been disposed of, and products that have been disposed of at the time of delivery. Products that cannot be repaired, products that have been soiled by the customer, and other products that we determine to have obvious signs of use after checking upon arrival.

If you have any questions regarding returns or exchanges, please use the [Contact Form] .