FREE shipping on all orders >$59 || Get greater discounts with Nekojam Rewards

Frequently Asked Questions

Products & Services

Product Availability

All items listed on our website are available for purchase or procured for you in one of the following ways:

  1. Stocked immediately in our fulfilment center
  2. Stocked off-site with our trusted suppliers
  3. Specially indented for your purchase

Upon receiving your order, a stock check is run within our warehouses, and then with our suppliers. A member of our team will contact you to inform you of your order’s availability.

Repacking Services

We offer complimentary repacking of dry foods above 6kg in weight. You may opt for this service when making your purchase online via the product page itself, or by leaving a note at checkout.

Repacking is done by our automatic repacking machine into smaller 2kg bags. The repacking machine is in a facility that handles many brands and variety of pet food.

Please note that any warranty or guarantee on the quality of the food/product will be null and void for all repacked food.

Please note that customers selecting to repack dry foods lighter than the required minimum weight will have their orders dispatched without being repacked. This is not grounds for an exchange or return.

Once repacked, your order is no longer eligible for an exchange, refund or return.

All repacked food will come with the original packaging of the product. The expiry date will remain the same. The sum of all repacked bags should be equal to the original packaging. Please allow +/- 5% weight difference due to wastage.

Orders & Payments

Payment Modes

We accept payment for orders online via the following methods:

  1. Stripe
  2. Hitpay

Once your order has been paid for, you should receive an e-mail outlining confirmation of your order within 10 minutes. This means that we have received your order, as well as payment for it in our system.

Checking Out

We do not process unpaid orders. These orders will reflect in your Account, under the status "Pending Payment". Please continue to the payment page via your Account to get back on track!

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.

Doing so may lead to double orders and payments.

We’re sorry to hear that you are facing difficulties paying for your order.

In the event this is happening to you, please contact a member of our team via our online chat helpdesk, or send in a support ticket via our Contact page for assistance. We'll get back to you within the next working day.

Amending & Cancelling Orders

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 file a ticket with us via the live help desk or WhatsApp us at 62883636. We cannot be held responsible for delivery failures due to inaccurate information provided to us.

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 at help@nekojam.com 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.

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. Nekojam is not able to process charges on your card without your consent.

If you have erroneously made a duplicate order and payment, Nekojam and its staff can, at their discretion, assist with a cancellation provided the following conditions are met:

  1. You must make contact with Nekojam prior to dispatch of the order for delivery, for eligibility for cancellation.
  2. 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.

Order Updates

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.

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.

Pet parents normally begin receiving email updates within 1 working day of placing their orders.

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

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]

We seek to deliver an order within 1-3 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.

Our parcels are delivered by J&T Express. Bulky or frozen items are delivered in-house during specific timeslots.

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.

  1. Leave order at door
  2. Leave order in riser
  3. 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

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.

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

You may opt to collect your order by selecting “Pick-up @ Neko Neko Store - 77 Brighton Crescent” at the checkout page.

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.

Pet parents normally begin receiving email updates within 1 working day of placing their orders.

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.

Walk-ins

You can walk in to the Neko Neko Cat Store at 77 Brighton Crescent daily, from 11 AM to 8 PM if you’d like to purchase some cat food.

If you are looking for something specific, drop our friendly Cat Care Advisors there a call at 6610 2342 to check for in-store availability, to avoid a wasted trip.

Refunds & Returns

Defective Items

We're sorry if this is happening to you.

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 that will support your return request
  3. Reach out to us within 7 days from the date of delivery.

We encourage all pet parents to check items in their order upon receiving them to ensure they have received products in their entirety. This will help us immensely in ensuring we can secure or locate missing order components (if any) and ensure that we have our suppliers' co-operation in expediting service recovery.

For this reason, please note that defective products are considered exclusions from our 30-day return policy.

A note regarding canned goods:

Please note that lightly dented canned foods are not considered defective. However, cans with bulging ends, as well as ones with sharp points and deep dents – which the USDA says you can lay your finger into when you're looking at the can – are grounds for being returned.

If an exchange is granted on grounds that the product has been determined to be defective or damaged, an arrangement will be made on the next available delivery slot to make good on your order.

Missing / Wrong Items

We're sorry about the mix-up. If your order arrives with missing items, or if you have received an item that is not the one you have ordered, 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 (6288 3636) within 7 days from the date of delivery.

An arrangement will be made at the next available delivery slot to you, to assist with a product exchange. Alternatively, the missing item in your order will be dispatched to you separately from our fulfillment center.

Returns

It’s OK to change your mind. You have 30 days to return your purchase! Simply drop off the unused product in its original packaging within 30 days from the date of delivery to any of our stores. The item must be accompanied by the physical delivery note (included for online orders) or receipt (for physical store purchases). 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. 

Our return policy does not apply to:

  • Sale items
  • Lightly dented canned goods
  • Defective products (including missing item components)
  • Perishable items with less than 6 months of shelf life
  • Frozen and chilled products
  • Assembled cages, beds, carriers, enclosures, fountains, gates etc.
  • Wearable items

Please notify us of your intention to return an item, as well as how you’d like us to assist you (ie. refund, exchange) prior to visiting our stores.

Once your request to return an item has been approved, you may proceed to our store to effect the return.

Refunds

Paid for something that ended up being unavailable?

We provide same-day refunds on orders placed.

We do our best to provide a variety of excellent pet products online and procure them for you in the fastest time possible. Sometimes, though, items become unavailable with our suppliers quicker than we hope.

If you’ve made a purchase for a product that is out of stock, we won’t hold you to it. You can expect that we will process an immediate refund to you on the item - No questions asked.

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 & Memberships

Getting Started

You may register for an account upon checkout, by checking the 'Create an account' option at the checkout page. 

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!

Want to keep an eye on products you love for price drops, product availability and ease of ordering?

Maybe you're just not ready to buy it right now.

You can use the Wishlist function on our website to save items of interest easily on your browsing device.

Saving items to your wish list also saves you valuable time searching for them on subsequent visits.

Personal Details

Update your account details like name, email address, phone number or address, anytime by following these steps:

  1. Select account details from the menu bar.
  2. Click edit icon on the field you'd like to change.
  3. After you’ve added the updated details, click save changes.
  4. Click done after completing all the updates.
  5. You will receive an email from us to verify the changes.

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.

Susbscriptions

Creating 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 🙂

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).

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

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.

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.

If you need help amending your subscription, please get in touch with us at 6288 3636.

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

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.

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

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.

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.

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.

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

Your subscription will expire at the 12th-month mark. You may opt to renew your subscription by going to your My Account page.

 

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.

No. We recognize that your pet's needs can change, so we do not charge any fees for assisting with subscription cancellations.

If you have subscribed to receive a product with discounted subscription prices, you may be required to make payment for the difference in price before the subscription can be cancelled.

This policy is in place at the request of our brand owners, who work hard to ensure a minimum selling price is observed on products across the board. We have been allowed to offer discounts on these selected items, under condition that if the subscription is cancelled in less than 3 months, that the difference in price is compensated to ensure fairness to customers. We seek your understanding in helping us ensure that our subscription program is not abused.

We reserve the right to take action against customers who are observed to be signing up, and subsequently cancelling subscriptions in obvious attempts to abuse the subscription program and profit unfairly off subscription savings.

If you are found to be doing this, Nekojam reserves the right to:

  1. Withhold fulfilment of any existing orders
  2. Ban fulfilment of any future orders

To resume purchasing with us, we may ask that you make a monetary reimbursement equal to the difference in subscription and listed price on such products if it has indeed been found that the system is being misused.

Our subscription program is in place to reward loyal pet parents who wish to save time, convenience and enjoy some savings on their regular orders of pet foods. We ask kindly that you do not take advantage of the program. 🙂

 

Promo Codes & Rewards

Free Gifts & Redemptions

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

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

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

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!

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

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!

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.

Reward points expire 6 months from the time they are accumulated.

You can earn reward points easily in the following ways, on every order:

  1. Making purchases With every purchase made, you earn rebate points that count towards savings on your next order!
  2. Leaving product reviews Let other pet parents know what you think about a product you've bought and tried! For your honest opinion, you receive 50 points per review left and approved.

Don't see your question here?