Frequently Asked Questions
Quick Navigation
Add a header to begin generating the table of contents
Product Availability
Product Availability
Are all items on the website available for purchase?
All items listed on our website are available for purchase or procured for you in one of the following ways:
- Stocked in stores
- Stocked off-site with our trusted suppliers
- Specially indented for your purchase
Upon receiving your order, your purchases are picked and packed. Immediately unavailable items will be restocked, and your completed order will be dispatched once all items are available.
What if an item in my order is out of stock?
If an item in your order is out of stock, a member of Customer Support will be in touch to assist you with:
- A refund
- Recommendations for a similar item
We process refunds within the same working day, to your original mode of payment – No questions asked.
Repacking Services
Do you offer repacking services for dry food?
We do not offer repacking services for dry foods for hygiene purposes.
Your cat food is kept freshest when sealed within the original product packaging. Once the seal is broken, it is recommended to consume the food within 1-2 months to avoid rancidity of the product.
Repackaging food into multiple smaller portions does not keep it fresher for longer as the food has been exposed to air and light. Most repackaging bags are also gas-permeable, compromising the integrity of the food.
Orders & Payments
Payment
What kind of payment methods can I use?
We accept payments via the following methods:
Credit Card
We accept Visa/Mastercard/AMEX via Stripe or HitPay.
PayNow/PayLah!
Choose to pay from a local bank via HitPay.
What if my payment has failed?
Your payment may have failed for one of several reasons. Please reach out to our Customer Support team for assistance.
Checking Out
How do I pay for an order that is pending payment?
Please continue to the payment page via your Account tab to get back on track!
My order is taking a while to clear the checkout page.
Checkout times can differ depending on individual internet speed and location.
We request that you do not double-click, refresh, or navigate away from the checkout while it is processing your request to initiate payment for an order.
Amending & Cancelling Orders
How do I amend my order or delivery details?
Once your order has been placed, it cannot be amended.
If you require a change of address or personal information required to successfully deliver your order, please WhatsApp us.
Can I cancel an order?
Once your order has been placed, it is scheduled for processing and packing. If you wish for the order to be recalled and canceled, you may email us quoting your order number. A handling and restocking fee of 5% on your order will be charged and the refund will be effected within 1-3 working days to your original mode of payment.
I have a duplicate order!
Checkout times can differ depending on individual internet speed and location.
If you have double-clicked, refreshed, or navigated away from the checkout while it was processing your request to initiate payment for an order, you may find that you have accidentally created a duplicate order. We are not able to process charges on your card without your consent.
If you have erroneously made a duplicate order and payment, we can assist with a cancellation provided the following conditions are met:
- You must contact us prior to dispatch of the order for delivery, for eligibility for cancellation.
- You agree to and will bear bank processing fees for cancellation of the order
Bank processing fees typically amount to 3% + $0.50 of the order total. (ie. an order of $100 will incur a bank processing fee of $3.50).
Bank processing fees are imposed by payment processors and credit card companies such as:
- Paypal
- Stripe
- VISA
- Mastercard
- American Express
- NETS
Bank processing fees are not refundable under any circumstance. If you prefer not to pay the bank processing fee, then we shall treat and fulfil the duplicate order as per normal.
In-store Purchase
Can I make a walk-in purchase?
Prefer to shop in-person? Locate any one of our Neko Neko Cat Stores near you.
Order Updates
When will my order be processed?
Orders received before 8 AM on business days (ie. Mondays to Fridays, excluding public holidays) will be processed within the working day.
Orders received after 8 AM will be processed the next working day.
Will I get updates on my order?
Yes. When we start working on your order, you will begin receiving automated SMS and e-mail updates from us. Your order should also reflect any of the following statuses in your Account page:
- Fulfilment in Progress
- Awaiting Dispatch/Self-Collection
- Dispatched
Please make sure you enter your mobile number and e-mail accurately prior to paying for your order. Phone numbers should be entered in an 8 digit format, without spacing. We do not dispatch SMS updates to international numbers.
I am not receiving order updates.
You should begin receiving email updates within 1 working day of placing your order.
If you are not receiving order updates, you should check to ensure both your email address and mobile number are accurately input. You can do so by visiting your Account page.
To amend personal information for a specific order, please reach out to us for assistance. This will not amend your personal information saved, so you are advised to revisit this information prior to making payment for your order each time.
Shipping & Self Collection
Local Shipping
What types of shipping methods are available?
We offer 4 different types of shipping methods for customers. You can select the method of your choice at the checkout.
|
Shipping Options |
Rate |
Fulfilment Time |
Delivery Timing |
|
Store Collection |
FREE |
1 working day |
During store opening hours |
|
Flexi Shipping (Orders>$59) |
FREE |
1 – 3 working days |
10 AM – 10 PM daily |
|
Paid Shipping (Orders <$59) |
$6 |
1 – 3 working days |
10 AM – 10 PM daily |
|
Same-Day Delivery |
$15 |
Same-day |
Same day, subject to product & slot availability [10 AM – 10 PM] |
How long will my order take to reach me?
We seek to deliver an order within 3-5 business days from the time it is processed.
You will receive an SMS and/or email as soon as your order leaves our fulfilment centre. If dispatched to you via courier, an SMS from our appointed delivery partner will be sent to you on the morning of the delivery date.
Orders placed during sale periods (etc. 11/11, 12/12 sales) and leading up to holiday seasons (etc. Chinese New Year, Christmas, Black Friday) or store closures may experience longer than usual fulfilment times.
Which courier companies do you engage?
Our parcels are delivered by J&T Express. Bulky or frozen items are delivered in-house during specific timeslots.
What if I am uncontactable at the time of delivery?
If there is a chance you may be uncontactable during delivery of your order, we provide three actionable choices that you may instruct our shipping partners to undertake.
- Leave order at door
- Leave order in riser
- Attempt re-delivery of your order ($6 redelivery fee will apply)
These options are available for your selection at the checkout page and serve as instructions for our shipping partners on the next best course of action should they be unable to contact you personally for the handover of your parcels.
The action of requesting for your order to be left unattended is referred to as an “Authority to Leave” (ATL).
It is important to note that parcels cannot be delivered or left unattended if our shipping partners are not granted access to the delivery address. This includes locations and situations such as:
- Gated condominiums
- Gated landed properties
- Passcode protected properties
- Security guards preventing delivery access to the unit
- Customers not being present to allow entry to the property
While our delivery partners endeavour to do their best to successfully deliver your parcels, they should not be expected to trespass. If it should not be possible to gain access to a delivery address, our delivery partners will not be able to proceed with an ATL, even if opted for.
What does an Authority to Leave (ATL) mean for me?
An ATL equates to a transfer of responsibility for the goods from us to you or your authorised party. Responsibility for all items are transferred to you upon delivery of the parcel.
Once an ATL is provided, and should our delivery partners be able to access the delivery address, the parcel will be left per the ATL, signifying completion of the delivery.
Please note that we are strictly unable to:
- Leave orders unattended if an ATL is not provided
- Accommodate return requests for ATL if your order contains frozen food items
- Process requests for refunds, exchanges or replacements for defective or missing items after the responsibility of the order has been transferred
How do I know my order is on the way?
24 hours prior to your allotted delivery slot, you should receive SMS and email notifications that your order is out for delivery to you.
Please ensure that your mobile number (Singapore mobile numbers only) and email address is accurately indicated prior to placing your order.
Local mobile numbers should NOT include area code or spacing; ie. 912345678.
I’ve opted for Same-Day Delivery. Is my delivery slot confirmed after payment?
Same-day delivery is subject to product availabilty as well as delivery slot availability. We generally ask that orders for Same-Day Delivery are submitted before 12pm daily, to be delivered within the next 24 hours.
You are encouraged to contact us at 62883636 to determine if your item is in stock first. Our customer service officers will assist with your request to expedite shipping prior to you making payment.
Please do not opt for this shipping method until you have received confirmation of a delivery slot being available.
Self-Collection
How do I opt for self collection?
You may select “Pick Up” at your preferred Neko Neko Cat Store on the checkout page.
How long will it take before I can collect my order?
We require 1 working day to process and pack your order. Please make your way down to the store only when you have received a Collection is Ready SMS and/or email from us!
If you have an urgent request, please call us at 62883636 for assistance in expediting your pick-up.
- Fulfilment in Progress
- Awaiting Dispatch/Self-Collection
- Dispatched
Please make sure you enter your mobile number and e-mail accurately prior to paying for your order. Phone numbers should be entered in an 8 digit format, without spacing. We do not dispatch SMS updates to international numbers.
Where do I pick up my order?
All online orders will be made available for pick-up at the Neko Neko Cat Stores at Serangoon Gardens and Jalan Kayu.
What are your opening hours?
The Neko Neko Cat Stores at Serangoon Gardens and Jalan Kayu are open daily from 11 AM to 8PM.
Do I need to show proof of purchase to collect my order?
Yes – Please flash the collection SMS or email sent to you when attempting to collect your order.
How long will you hold my items in-store?
Orders for collection will be held for a week. If orders remain uncollected past that time, we reserve the right to dispose of the order and its contents. A refund will not be provided in such instances.
Can I order some items for in-store pickup and others to be shipped to my house?
If you would like to pick up some items, and have other delivered, please place two separate orders.
Refunds & Returns
Refunds & Returns Eligibility
| Reason | Eligibility | T&Cs |
|---|---|---|
| I received a defective item* on my online order | Return or Exchange |
To raise a request for a product exchange, please follow the steps outlined below: 1. Retain the unused item and any parts in its original packaging 2. Take photos or videos of the item 3. Reach out to us within 7 days from the date of delivery |
| I placed an online order but the item is out of stock | Refund | Reach out to us and we will process an immediate refund for out of stock items – no questions asked. |
| My online order arrived with missing or incorrectly packed items* | Re-delivery or Refund |
Please follow the steps outlined below: 1. Take photos or videos of your order and all items in it, as it was received 2. Reach out to us within 7 days from the date of delivery |
*Please note that our 30-day return policy is not applicable in these scenarios.
30-Day Return
What is your 30-day return policy?
We know how cats can be, so at Neko Neko, it’s totally A-OK to change your mind (or rather, theirs). If you’re not totally satisfied with your purchase, simply return it within 30 days to us, together with proof of purchase, for a full refund.
What items are eligible for your return policy?
To remain eligible for the return, your item must:
- Remain unused in its original packaging and form
- Not be defective or damaged
- (If it is a perishable product), have at least 6 months of shelf life remaining
- Not fall into any of the following categories:
- Sale items
- Items specially indented for purchase (indicated as Available on Backorder)
- Frozen and chilled products
- Assembled cages, pet furniture, beds, carriers, enclosures, fountains, gates etc.
- Collars, leashes, and harnesses (recovery collars included)
- All other wearables
Once we have checked the returned item for signs of defect or damage, we’ll provide an exchange on the item, or reverse your payment within 7 working days.
How do I return my online purchase?
Simply return the unused product in its original packaging within 30 days from the date of purchase to any of our stores.
The item must be accompanied by the delivery note included at time of delivery.
How do I return my in-store purchase?
Simply return the unused product in its original packaging within 30 days from the date of purchase to the outlet from which you purchased the item.
The item must be accompanied by your receipt at time of purchase.
Refunds & Returns Policy
What items are eligible for a defective return/exchange?
A defective product shall be defined as one which:
- Contains missing parts required for operation or use
- Injured packaging that compromises the safety of use
- The customer believes is inferior in quality
My canned food arrived dented. I would like to request for an item return/exchange.
Please note that lightly dented canned foods are not considered defective. The likelihood of cans denting during transit to you is elevated by a few factors, namely:
1. Movement of cans within the parcel (ie. minute spaces between cans of different sizes may cause denting)
2. Friction between cans of different sizes (ie. larger cans may dent smaller cans)
3. Friction between cans of different metal densities (ie. harder cans may dent softer cans)
In a bid to be environmentally friendly, we do our best to reduce packaging waste and filler material. If you are concerned or bothered by minor denting, we ask that you leave a request at checkout to ask that we take additional steps to secure your parcel with packing material such as foam peanuts, styrofoam or bubble wrap. However, such synthetic material have a harmful impact on our environment. We urge you to think keenly about the need for this before making such a request!
How soon will I receive my refund?
Refunds once initiated are immediate and automatically reflected in our system. However, your funds may take a couple days to get back to you.
Credit Card
If you’ve paid for your order using a credit card, the refund will be credited back to the same credit card. The fund reversal should reflect on your bank statement within 3-5 working days.
Debit Card
If you’ve paid for your order using a debit card, the refund will be credited back to the same debit card. The fund reversal should reflect on your bank statement within 9 working days.
PayNow or Equivalent Bank Transfer
Fund reversal should reflect within 14 working days. Please note that we will not be able to redirect refund to a separate bank account, credit card or PayPal account.
Account Management
Getting Started
How do I create a free account?
You may register for an account by clicking here, or upon checkout.
Can I checkout as a guest?
Yes you may checkout as a guest.
However, you will not have access to your order history, and you will not earn rebate points on any orders you place with us.
Creating an account is fast, easy and free – It’ll only take you 5 seconds and you’ll get to enjoy exclusive benefits for account holders!
Personal Details
How do I update my personal details?
Update your account details like name, email address, phone number or address, anytime by following these steps:
- Select account details from the menu bar.
- Click edit icon on the field you’d like to change.
- After you’ve added the updated details, click save changes.
- Click done after completing all the updates.
- You will receive an email from us to verify the changes.
What if I’ve forgotten my password?
In case you have forgotten your password, click on the forgot password button and follow the instructions there.
Note: Once you verify the updated email details, you can resume your activities on your account.
Subscriptions
Creating a Subscription
What is a subscription?
A subscription allows pet parents to automatically place orders for specific items to be delivered their doorstep!
When you sign up for a subscription, you are setting up a standing arrangement to have an order containing items of your choice generated automatically, to be processed on our web store at fixed intervals of your choice (etc. 1 month, 2 months).
With your permission, a charge will be placed automatically on your credit card and we will process these orders as if they were placed by you personally online – Saving you time and providing an element of added convenience! Certain products also allow pet parents to enjoy additional savings if they are subscribed to 🙂
Can I subscribe to sale, discounted or items on offer?
Yes, you may! However, please be aware that the item may become unavailable on a future recurring subscription, and your subscription will end once the item or offer is no longer available for fulfilment or sale.
We reserve the right to withhold fulfilment of an order that contains items that cannot be fulfilled (ie. if they are no longer on sale, discount, or on offer).
Can I add free gifts and samples to my subscription?
Free gifts and samples will ship with your parent order, but not on subsequent renewals.
Such items if discovered will be removed from your subscription. The product(s) you have opted to subscribe to will otherwise ship as per normal!
Adjusting your Subscriptions
Can I customize my subscription duration?
Yes. The default available settings for subscription renewal on our website are every 1 month or 2 months, but you can certainly request for us to make this shorter or longer for you, depending on your pet’s needs.
To have someone assist you with amending your subscription’s renewal duration, please get in touch with us.
How do I add an item to an existing subscription?
To add an item to your existing subscription, you should add the items you wish to subscribe to in your cart.
At the checkout page, select the option to receive these items via subscription.
Scroll down past the cart total, and you should see the option to Add this cart to an existing subscription.
A list of your existing subscriptions will appear. Click to Add your cart to the subscription of your choice and it will combine your subscription.
Can you edit a subscription for me?
If you need help amending your subscription, please get in touch with us at 6288 3636.
How do I upgrade/downgrade an item in an existing subscription?
Upgrading/downgrading an item in your subscription means that you have the option to switch between variations of the same product. This option is only available to specific items, and will appear to you in the form of a button.
- Clicking this will bring you back to the product page, where you can select another variation of the product to replace your subscription.
- To confirm your selection, click to proceed with the button “Sign Up Now”.
- Proceed to the checkout to confirm your selection. You will not be charged, but your subscription will be amended.
- You will be brought to the confirmation page, where you can click to view your amended subscription and future billing amount.
- Clicking to view the subscription will show the amended subscription and new order total!
Subscription Continuity
If I subscribe to an item, does it mean it will always be kept in stock for me?
A subscription is not a guarantee of product availability – However, we will do our best to ensure that your order is in stock as this gives us a greater indication of how much stock we need to keep handy for our pet parents!
We will undertake all reasonable efforts through proper forecasting and stock management to ensure that we are able to provide you with the items which you have subscribed to receive.
In the rare chance that we are unable to procure an item in your subscription plan, a member of our team will be in touch to provide personal assistance as per a regular order made with us.
What if an item I subscribe to is affected by a price change?
Products we stock are occasionally affected by pricing changes that are passed on to us by manufacturers and distributors. We endeavor to absorb these price fluctuations as best as we can, but in the event of mandatory price amendments, we will be in contact to assist affected customers and amend their subscriptions with consent to reflect these changes.
If you do not wish to continue with your subscription at the new price, you may cancel your subscription – No questions asked.
We reserve the right to withhold fulfilment of an order that contains items that cannot be fulfilled (ie. if they are no longer on sale, discount, or on offer).
Billing & Shipping
When am I billed for each subscription?
You are billed for your subscription on the date that your next subscription is generated.
For example, if you place an initial order for a monthly subscription on the 18th of March 2020, your credit card will be billed again for an identical order on the 18th of April 2020.
To have someone assist you with amending your subscription’s renewal duration, please get in touch with us.
When will my subscription ship?
How often your subscription recurs depends on the frequency with which you choose to receive your items.
For example, if you place an initial order for your subscription on the 18th of March 2022 and ask to have it recur once a month, your account will have an order automatically generated, containing items of your choice, on the 18th of April 2022.
We will prepare this order for delivery within 1-3 working days of processing it.
Is shipping free on my subscription?
Shipping conditions and fees apply to subscriptions as if they were regular orders.
To enjoy free shipping on your subscription, please ensure a minimum spend of $59.
Subscriptions below this amount will be billed a shipping fee automatically.
How do I upgrade/downgrade an item in an existing subscription?
Upgrading/downgrading an item in your subscription means that you have the option to switch between variations of the same product. This option is only available to specific items, and will appear to you in the form of a button.
- Clicking this will bring you back to the product page, where you can select another variation of the product to replace your subscription.
- To confirm your selection, click to proceed with the button “Sign Up Now”.
- Proceed to the checkout to confirm your selection. You will not be charged, but your subscription will be amended.
- You will be brought to the confirmation page, where you can click to view your amended subscription and future billing amount.
- Clicking to view the subscription will show the amended subscription and new order total!
Ending your Subscriptions
Will my subscription expire?
Your subscription will expire at the 12th-month mark. You may opt to renew your subscription by going to your My Account page.
How can I pause or cancel my subscription?
You may pause automatic renewal of your subscription via the My Account page, My Subscription tab.
Simply toggle the Auto Renew button. Your credit card will not be charged for a subsequent subscription until you turn this back on. Please note that this tab will only appear if you have an existing subscription.
If you wish to cancel a subscription entirely, you can contact us at 6288 3636 for assistance.
Cancellation fees may or may not apply.
Is there a fee for cancelling my subscription?
No. We recognize that your cat’s needs can change, so we do not charge any fees for assisting with subscription cancellations.
Membership & Rewards
Purrks
How do I start earning Purrks?
Registering for an account will allow you to start earning reward points- It’s fast, easy, and free!
An account with us allows you to keep a log of your order history, make easy re-orders, and enjoy exclusive members-only perks such as discounts, access to sales, and rebates on every item you buy. Best of all, it’s free!
What is the reward point conversion rate?
Reward points are rebates you earn on every order you make with us.
Each dollar spent earns you 1 Purrk.
Every 100 points earned entitles you to $1 off your next purchase.
When do my reward points expire?
Reward points expire 6 months from the time they are accumulated.
How else can I earn reward points?
Click on the Rewards button on the bottom left of our website to explore all the ways you can earn reward points.
Free Gifts & Redemptions
Can I add a free sample or gift to my cart?
Yes you may. Free samples and gifts are available under the following conditions:
- Strictly 1 sample and/or free gift request per item is allowed
- Samples and free gifts are only available while stocks last
- We reserve the right to swap unavailable free items/gifts to others of similar value without prior notice to you
Why was my sample or free gift not included?
Your sample or free gift may not arrive with your order if:
- There is no longer any stock for that particular item
- The sample may have expired
- You opted to receive your order via subscription (free gifts, samples and promo items do not ship for renewal orders.)
First-Time Offers
What offers do you have for first-time shoppers?
If you’re new here, welcome – Take $8 OFF your first order of cat food >$80, with the code C8TFOOD. This will help you kickstart and maximize your journey to Better Cat Parenthood.
Leaving Reviews
Do I earn points for leaving product reviews?
Yes, you do! Leaving a review on a product you have purchased earns you 50 points per product. It’s a great way to save and share your experience with other pet parents!
Why was my review rejected?
All reviews submitted are subject to our review policy to ensure that they are compliant with our content policies.
To increase the chance of your review being approved, consider:
- Ensuring it is at least 50 words in length
- Describing the product’s qualities (etc. taste, quality, smell)
- Share your pet’s experience
- Submitting unique content
- Reviewing full-sized products only