Welcome to the Neko Neko help center! We're here to provide answers to your questions.
If you can't find what you're looking for, get in touch with us via our live help chat or send our support team a note at https://nekojam.com/contact-us/
Products & Services
Product Availability
- Are all items on the website available for purchase?
Repacking Services
- Do you offer repacking services for dry food?
- My food weighs less than 6kg and was not repacked when I requested for it. Can I return this?
- Can I request a return or refund on my repacked order?
- How is my item packed
Orders & Payments
Payment Modes
- What payment modes do you accept?
- How do I know if payment has been successfully deducted?
Amending & Cancelling Orders
- How do I amend my order?
- Can I cancel an order?
- I have a duplicate order!
Checking Out
- My order status reflects Pending Payment. Will it be processed?
- The checkout is taking a while.
- I'm having difficulties checking out!
Order Updates
- When will my order be processed?
- Will I get updates on my order?
- I am not receiving order updates.
Shipping & Self Collection
Shipping Methods & Rates
Price Range |
Service Type |
Shipping Fee |
- |
Self-Collect at the Neko Neko Cat Store |
FREE |
Up to $58.99 |
Courier Shipping (1-3 Business Days) |
$6 |
$59 and above |
Courier Shipping (1-3 Business Days) |
FREE |
Local Shipping
- How long will my order take to reach me?
- Which courier companies do you engage?
- What if I am uncontactable at the time of delivery?
- How do I know my order is on the way?
Walk-ins
- Can I make a walk-in purchase?
International Shipping
- Do you ship internationally?
- Can I cancel an international order?
Self-Collection
- How can I collect my order?
- How long will it take before I can collect my order?
Refunds & Returns
Defective Items
- I have received a defective item.
- How will the exchange be executed?
Returns
- Can I return a product I changed my mind on?
- What is not covered by your return policy?
Missing / Wrong Items
- My order arrived with missing or incorrectly packed items.
- How will the rectification be made?
Refunds
- What is your refund policy?
- How soon will I receive my refund?
- Can I walk into your store to return an item?
Account & Memberships