Shipping policy
This Shipping Policy applies to orders placed through nekotwo.com. In this policy, “we,” “us,” and “our” refer to Nekotwo.
Last updated: August 2026
1. Shipping Costs and Delivery Options
Shipping costs are calculated at checkout based on the delivery address, package weight and dimensions, and the available shipping services. Oversized items, such as large pillows or figures, may incur higher shipping fees due to their size and handling requirements.
The shipping options and fees shown at checkout will apply to your order.
We use shipping services provided by China Post EMS/ePacket, FedEx, DHL, UPS, and other logistics providers. The carrier for each shipment will be selected based on the destination, package requirements, and service availability.
To comply with logistics regulations and prevent delays, the maximum gross weight for a single order, including packaging, is 20 kg. If your order exceeds this limit, please place the items in separate orders.
Shipping may not be available to all destinations due to logistics restrictions. If we determine after an order has been placed that it cannot be shipped to the delivery address, we will cancel the order, issue a refund, and notify you by email.
2. Address Requirements
Address Accuracy
Please make sure that your delivery address is complete and accurate before placing your order. Incomplete or incorrect address information may cause processing delays, delivery issues, or the package to be returned. If a package is returned or needs to be reshipped because the address provided was incomplete or incorrect, the customer will be responsible for any additional shipping costs.
Delivery Address Changes
If you need to change your delivery address, please contact us at support@nekotwo.com as soon as possible. We can only review address change requests before dispatch, and the destination country cannot be changed. After dispatch, address changes and package redirection are no longer available.
P.O. Box Addresses
We are unable to ship to P.O. Box addresses. To help avoid delivery delays, please provide a valid street address when placing your order.
Military Addresses
We can ship to military addresses through USPS. Please note that other courier services are not available for these addresses.
3. Order Processing and Pre-Orders
In-stock Items
Most in-stock orders are processed and dispatched within 3–7 business days after payment is confirmed. Orders are not processed on weekends or public holidays; orders placed during these periods will be processed on the next business day.
Pre-Orders
Pre-order items are generally processed and dispatched within 3–7 business days after arriving at the designated warehouse and completing receiving and inspection. The “Release Date (Manufacturer)” shown on the product page is provided by the manufacturer and may change due to the manufacturer’s schedule or other circumstances. It does not represent the date your order will be dispatched by Nekotwo.
Mixed Orders
If an order contains both in-stock and pre-order items, the items may be shipped together or separately depending on product availability, expected shipping times, and fulfillment arrangements.
Items Out of Stock
If an item in your order turns out to be out of stock, we will cancel and refund the out-of-stock item(s) and continue processing and dispatching the rest of your order.
4. Multiple Shipments
An order may be divided into multiple shipments depending on product availability, package size and weight, or other fulfillment requirements. Each package may have a separate tracking number and may arrive at a different time.
5. Estimated Delivery Time
Estimated transit times begin after an order has been dispatched and do not include order processing time.
Delivery times for orders shipped from our U.S. warehouse depend on the carrier service and will be reflected in the tracking information.
Orders shipped from our Asia warehouse to destinations worldwide generally arrive within 14–22 days. Some oversized items may require approximately 30–60 days due to their size or shipping requirements. If you need your order urgently, please contact us before ordering to ask about express shipping options.
Actual delivery times may vary depending on the destination, carrier service, customs clearance, and other shipping circumstances. If your package has exceeded the estimated delivery timeframe, please refer to "Missing Packages."
6. Tracking Information
Once your order has been dispatched, you will receive a tracking link. We recommend using 17TRACK to check your package status. Tracking information is provided by the carrier and may be subject to delays.
7. Damaged or Lost Parcels & Insurance
Shipments are insured for loss and damage up to the value stated by the carrier.
Before dispatch, we inspect every order to confirm that the packaging is intact and the product is brand new. Packages may be opened for inspection by customs authorities during international transit, which can leave inspection marks or resealing on the outer packaging. We will handle these marks with reference to the minor packaging damage provisions in our Returns, Refunds & Exchanges Policy.
If your parcel arrives with the product itself significantly damaged, please contact us at support@nekotwo.com within 14 days of delivery and provide the information and evidence required under our Returns, Refunds & Exchanges Policy. Depending on the issue and product availability, we may offer a replacement part, replacement item, partial or full refund, or another appropriate solution.
If your parcel is lost in transit, we will process a refund or replacement once the carrier has investigated and confirmed the parcel as lost. We are unable to offer a refund or replacement where the loss is due to an incorrect address provided by the customer or refusal to accept the package.
8. Returned Packages
Packages may be returned due to an incorrect or incomplete address, unpaid VAT or other import fees, missed delivery, refusal of delivery, failure to collect the package, or other recipient-related reasons.
If tracking shows that your package is being returned, please contact us at support@nekotwo.com with your order number and tracking number. Once the package has been received and inspected, we will review whether a refund or reshipment can be arranged. Refunds or replacements may not be available when delivery fails for recipient-related reasons.
If we are unable to reach you, or do not receive your response within 5 business days of contacting you about a returned package, your order will be cancelled.
If a refund or reshipment is approved, the original shipping fee is non-refundable, and any return or reshipment costs may be deducted from the refund or charged to the customer.
We may decline further reshipment or cancel the affected order if a package is repeatedly returned or if we reasonably suspect fraud or policy misuse.
9. Missing Packages
All shipments are handled by third-party carriers. If your package has exceeded the estimated delivery time and has not arrived, please contact the local carrier first for the latest status.
For standard packages, please contact us within 45 days of dispatch if the package has not arrived. For oversized items with longer delivery times, please contact us as soon as possible if the tracking information has not updated for an extended period or the package remains undelivered after the estimated delivery time.
To request assistance, please email support@nekotwo.com and include your order number and tracking number.
Please understand that we are not responsible for packages marked as delivered by the carrier but reported as not received. If this happens, please contact us as soon as possible, and we will do our best to assist you in contacting the carrier and requesting an investigation.
We are also not responsible for packages that are lost due to recipient-related reasons, including an incorrect or incomplete address, unpaid VAT or other import fees, missed delivery, refusal of delivery, or failure to collect the package.
10. Returns
For returns, exchanges, refunds, or claims involving damaged, defective, missing, or incorrect items, please refer to our Returns, Refunds & Exchanges Policy. This Shipping Policy governs the shipping, delivery, and carrier-related aspects of your order; the Returns, Refunds & Exchanges Policy governs returns, exchanges, and refunds.
11. Customs, Duties, Taxes & Import Fees
General Customs and Tax Fees
Sales tax, when applicable, is calculated and shown separately at checkout.
Applicable customs duties are calculated in advance and included in the shipping fee shown at checkout, regardless of destination. Shipping fees may be updated if customs duty rates change.
International orders may be subject to VAT or other import-related fees charged by local customs authorities or the shipping carrier. If these fees are not collected at checkout, they may need to be paid before the package can be delivered.
If the required VAT or other import fees are not paid, the package may be delayed, returned to the sender, or handled according to the procedures of the local customs authority or carrier. If a shipment is returned to us because required VAT or other import fees were refused or unpaid, we will review the order after the package has been returned and inspected. If a refund is approved, the original shipping fee is non-refundable, and any return shipping costs may be deducted from the refund. Returned packages will otherwise be handled under "Returned Packages." We are not responsible for actions taken by customs authorities or shipping carriers.
United States Import Duties
For orders shipped to the United States, applicable import duties are calculated in advance and included in the shipping fee shown at checkout. This means the price shown at checkout is the final price, and customers are generally not expected to pay additional import duties upon delivery.
Shipping fees may be updated if U.S. customs regulations or tariff rates change.
VAT for EU Customers
Orders shipped to the European Union may be subject to VAT. Product prices shown on our website do not include EU VAT. VAT may be collected by local customs authorities or the shipping carrier before delivery. If VAT is not collected at checkout, it may need to be paid before the package can be delivered.