FAQ

Yes. Nekotwo is an online store specializing in officially licensed anime and game merchandise. We work with selected brands and established merchandise partners, and have also been featured by official brand accounts.

Yes. All products sold by Nekotwo are officially licensed and authentic. We source our products through official brands and established supply partners, and we do not sell counterfeit or knockoff merchandise.

Yes. The Nekotwo Team also founded Soragumi, which has physical retail locations in Los Angeles and Buena Park, California. Customers can browse and purchase selected merchandise in person. Please visit the Soragumi website for store addresses and opening hours.

You can contact Nekotwo customer support by email at support@nekotwo.com. Please include your order number and relevant details when contacting us about an existing order.

Nekotwo customer support is available Monday through Friday and observes Chinese public holidays. Messages received outside business hours will be reviewed and handled starting on the next business day.

Yes. All products sold by Nekotwo are new. Minor wear or damage to the outer packaging may occur during manufacturing or shipping and does not necessarily mean that the product has been used.

Product details are listed on each product page. Depending on the information available, this may include the series, character, manufacturer, materials, product type, scale, dimensions, and other information.

Product dimensions are provided as a reference and are usually based on information from the manufacturer. If the manufacturer does not provide measurements, we may list an approximate size based on other available product information. Actual dimensions may vary slightly.

Product images are usually provided by the manufacturer for reference. Due to manufacturing processes, the final product may differ slightly in color, surface finish, details, or packaging.

Product images usually show what is included. For sets or products with multiple parts, please check the contents listed in the product description. Display props are not included unless stated.

Any confirmed bonus will be clearly listed in the product description.

Please check the size chart on the product page before ordering. Many of our apparel items use Asian sizing and may run smaller than typical U.S. sizes. Sizing may vary by product and manufacturer, so we recommend comparing the listed measurements with clothing you already own.

Languages vary by product, manufacturer, and release region. Packaging text, printed instructions, and voice content, where applicable, may be in Chinese, Japanese, English, or another language. Please check the product description or contact us at support@nekotwo.com if you need confirmation before ordering.

Restocks are not guaranteed and depend on future availability from the brand or manufacturer. We currently do not offer restock notifications, so please check the product page from time to time.

A pre-order is an order placed before a product is released or ready to ship. Pre-order items are usually marked with "[Pre-order]" in the product title. The product page will also show the estimated manufacturer release date under "Release Date (Manufacturer)" and may include a "Pre-order Close Date".

The "Pre-order Close Date" is the planned deadline for placing a pre-order. It is not the product release date or Nekotwo’s shipping date.

"Release Date (Manufacturer)" is the manufacturer’s estimated release date and may change if the product is delayed. "US Arrival" is the estimated date when the product is expected to arrive at our U.S. warehouse.

If either date is listed as "TBD," it means the date has not yet been confirmed. We will update the product page when more information becomes available.

Pre-orders may close earlier than the date shown if the brand or manufacturer ends its order period early, or if the available quantity sells out.

If the product page still allows you to place an order, you may go ahead and order it. We will confirm availability when processing the order. If the item is no longer available, we will cancel the unavailable item and issue a refund for it.

If we receive a confirmed delay notice from the manufacturer, we will update the "Release Date (Manufacturer)" on the product page. Please check the product page for the latest information.

If the listed release date has passed and there is no update, you can contact us at support@nekotwo.com to check the status.

Pre-order items are shipped after release and arrival at the warehouse handling the order, once receiving, inspection, and order processing are complete. Once your order ships, you will receive a shipping notification.

Shipping arrangements depend on item availability and expected shipping times. In-stock items may be shipped first or together with pre-order items, and orders with multiple items may be split into separate packages.

Please contact us at support@nekotwo.com if you would like to confirm the expected shipping arrangement for your order.

Nekotwo accepts major credit and debit cards, including Visa, Mastercard, American Express, Discover, Diners Club, JCB, UnionPay, and Elo. We also support PayPal, Shop Pay, Amazon Pay, Apple Pay, Google Pay, and USDC payments. Available payment options may vary by country, region, and device. Please refer to the options shown at checkout.

Prices are displayed in the currency selected for your country or region. When currency conversion applies, prices are automatically updated based on current exchange rates. Please check the final amount and currency shown at checkout before completing your payment.

Payment is collected in full when you place the order, including pre-orders. Nekotwo does not use a deposit-and-balance payment system for pre-order items.

After your payment is completed, you will receive an order confirmation email with your order number and order details. Receiving this email means that your order has been placed successfully. If you do not receive it, please check your spam or junk folder, or contact us at support@nekotwo.com.

Please check whether you received an order confirmation email. A pending charge without a confirmed order may be a temporary authorization.

Please contact your bank or payment provider and email us at support@nekotwo.com with the transaction details and a screenshot. Do not provide your full card number or security code. If a duplicate payment is confirmed, we will refund it to the original payment method.

An order or item may be canceled or refunded if the product is no longer available, there is an issue with the payment or order information, or we are unable to fulfill the order. If only one item is unavailable, we may cancel and refund that item while continuing to process the rest of the order.

To request a cancellation, please email us at support@nekotwo.com.

We may be able to cancel and refund an in-stock item before it ships, or a pre-order item before the listed pre-order close date. After an in-stock item has shipped or the pre-order close date has passed, cancellation may not be possible. We will review each request based on the order status and specific circumstances.

Please contact us at support@nekotwo.com as soon as possible. Changes may be possible if the requested item or option is still available and, for pre-orders, the listed pre-order close date has not passed.

You may request to combine or split orders if the items have not yet shipped. Please contact us at support@nekotwo.com. We will confirm whether the request can be accommodated based on the order details.

If splitting an order results in additional shipping costs, you may need to pay the difference.

You may request an address change before your order is dispatched. Please contact us at support@nekotwo.com as soon as possible. Once the package has been dispatched, we can no longer change the delivery address.

A discount code may not work if it has expired, does not apply to the selected items, the order does not meet the required conditions, or it cannot be combined with another discount.

If the code should be valid but still does not work, please contact us at support@nekotwo.com.

Yes. Nekotwo ships to many countries and regions worldwide. Common shipping destinations include most of the United States, as well as Germany, the United Kingdom, Canada, France, Australia, the Netherlands, Poland, Spain, Italy, and many other countries and regions.

Due to current logistics restrictions, we are unable to ship to Ukraine, French Polynesia, or North Macedonia.

You can check shipping availability directly at checkout or contact us at support@nekotwo.com for confirmation.

If we determine after an order has been placed that it cannot be shipped to the delivery address, we will issue a refund and notify you by email.

Nekotwo ships orders from warehouses in Asia and the United States. Most products are shipped from our Asia warehouse, while some orders may be shipped from our U.S. warehouse depending on the items in the order.

Shipping fees and available delivery options will be shown at checkout after you enter your shipping address. They may vary depending on the destination, items ordered, and available carrier services. Please refer to the final options and amount shown at checkout.

If you need faster delivery, please contact us at support@nekotwo.com before placing your order to check whether an express shipping option is available.

In many cases, yes. Shipping availability depends on the product, destination, and available carrier services.

Available shipping options and fees will be shown at checkout. If no option is available, please contact us at support@nekotwo.com with the product name and destination.

In-stock orders are generally shipped within 3–7 business days. Pre-order items are generally shipped within 3–7 business days after they arrive at our warehouse.

After dispatch, international delivery usually takes 14–22 days. Delivery times for orders shipped from our U.S. warehouse depend on the carrier service and will be reflected in the tracking information. Some oversized products may take approximately 30–60 days in transit. Actual delivery times may vary depending on the destination and shipping service.

Once your order has been dispatched, you will receive a shipping notification with a tracking link. You can also find the tracking number in your order details.

We recommend using 17TRACK to monitor your shipment. Tracking updates are provided by the carrier and may not appear in real time.

Delivery times are estimated and may vary depending on the destination and carrier. If your package has exceeded the estimated delivery timeframe, please contact us at support@nekotwo.com with your order number and tracking number. We will check the shipment status and open an investigation with the carrier.

If your package is significantly overdue or is marked as delivered but has not arrived, please first check the delivery location and contact the local carrier.

If it is still missing, email us at support@nekotwo.com with your order number and tracking number. For standard deliveries, please contact us within 45 days of shipment. For oversized products with a longer estimated delivery timeframe, please contact us as soon as the estimated timeframe has passed.

If tracking shows that your package is being returned, please contact us at support@nekotwo.com with your order number and tracking number. We will review the case and advise you of the available options.

Please note that refunds or replacements may not be available if the return was caused by recipient-related reasons, such as an incorrect or incomplete address, unpaid VAT or other import fees, a missed delivery, refusal to accept the package, or failure to collect it.

Sales tax, when applicable, and customs duties are included in the amount shown at checkout. VAT and other import fees are not included and may be collected separately by local customs authorities or the shipping carrier.

Generally, no. For orders shipped to the United States, applicable import duties are calculated in advance and included in the shipping cost shown at checkout. Under Nekotwo’s current shipping arrangement, customers are generally not expected to pay additional import duties upon delivery.

Shipping costs may be adjusted if U.S. customs rules or tariff rates change.

Possibly. EU orders may be subject to VAT and other customs-related charges. Product prices shown on the Nekotwo website do not include EU VAT.

VAT or other applicable charges may be collected by customs authorities or the shipping carrier before delivery. Any customs-related costs already collected by Nekotwo will be shown at checkout.

Applicable customs duties are covered by Nekotwo. Customers are responsible for VAT and other import-related fees that are not collected at checkout.

These charges are determined by the destination country or region and may vary depending on the order value, product type, and local customs requirements.

If your package is held or delayed during customs clearance, please contact the local customs authority or shipping carrier and follow their instructions. If order information or proof of purchase is required, you may contact us at support@nekotwo.com.

If the required VAT or other import fees are not paid, the package may be returned or otherwise handled by customs or the carrier. Refunds or replacements may not be available if the package is returned because these charges were not paid.

Generally, no. Minor manufacturing imperfections or transit-related wear that do not affect the normal use or display of the product are not considered defects.

All products sold by Nekotwo are new, but minor issues may occasionally occur during manufacturing or transportation, such as small scratches, slight paint transfer, minor production variations, or light damage to the product packaging. These issues generally do not qualify for a refund, replacement, or compensation.

Please contact us at support@nekotwo.com within 14 days of delivery. Include your order number, a description of the issue, a clear unboxing video, and photos showing the damage or defect.

We will review the case and provide an appropriate solution, which may include a replacement part, replacement item, partial or full refund, or other assistance.

Please email us at support@nekotwo.com within 14 days of delivery. Include your order number, a clear unboxing video, and photos of the items received, the shipping label, and the outer package.

We will verify the issue and provide an appropriate solution. If you received the wrong item or an item is missing from your order, we may arrange an exchange, ship the missing item, or issue a refund.

Yes. Please contact us at support@nekotwo.com within 14 days of delivery to request a return or exchange. The item must remain unopened and in brand-new, resalable condition, with all original packaging, accessories, bonus items, and gifts included.

Exchanges are subject to product availability. For returns or exchanges requested for personal reasons, the customer is responsible for the return shipping cost. For exchanges, the customer is also responsible for the cost of shipping the replacement item.

Returned items will be inspected upon receipt. If an item is not returned in brand-new, resalable condition, we will be unable to process the return or exchange.

Please email support@nekotwo.com before sending any item back. Include your order number, the item involved, the reason for your request, and relevant photos or videos. For claims involving an incorrect item, a missing item, damage, or a product defect, please provide a clear unboxing video.

All evidence must be authentic. Claims supported by AI-generated, digitally fabricated, materially altered, or falsified images or videos will not be accepted.

We will review your request and provide further instructions if it is approved. Items returned without prior approval may not be accepted.

If the return or exchange is required due to an error on Nekotwo’s part, we will cover the necessary shipping costs.

If the customer ordered the wrong item, changed their mind, or requested a return or exchange for another personal reason, the customer is responsible for the return shipping costs. For exchanges, the customer is also responsible for the cost of shipping the replacement item. Shipping fees already paid to the carrier are non-refundable for returns or exchanges requested for personal reasons.

International returns may involve customs duties, taxes, or other charges. For returns or exchanges requested for personal reasons, these charges and the return shipping costs are the customer’s responsibility.

Please contact us at support@nekotwo.com before returning any item. If the return is required due to an error on Nekotwo’s part, we will cover the necessary costs confirmed in advance.

Once a refund is approved, it will be issued to the original payment method. For returned items, we will inspect the item after it is received and notify you of the result. The time required for the refund to appear in your account depends on your bank, card issuer, or payment provider.