Shipping policy

 

Nekotwo ("we" and "us") is the operator of (https://nekotwo.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.


1. General

Subject to stock availability. We try to maintain accurate stock counts on our website, but from time-to-time, there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer for us to process a refund.


2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions, and destination of the items in the order. Payment for shipping will be collected with the purchase.This price will be the final price for the shipping costs to the customer.

To comply with logistics regulations and prevent delays, the maximum gross weight for a single order (including packaging) is 20kg. If your order exceeds this limit, please split it into multiple shipments during checkout.


3. Returns

3.1 Return Due To Change Of Mind

Nekotwo will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of the item and are returned to us in the original packaging, unused, and in resellable condition.


Return shipping will be paid at the customer's expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed. We will notify you once this has been completed through email. Nekotwo will refund the value of the goods returned but will NOT refund the value of any shipping paid.


As we strive to ensure that our customers receive their desired items as quickly as possible, we maintain extremely rigorous standards regarding our warehouse's processing and shipping times. Consequently, if an order has already been shipped, we are unable to intercept the shipment or cancel the order. We sincerely apologize for any inconvenience this may cause.


3.2 Warranty Returns

Nekotwo will happily honor any valid warranty claims, provided a claim is submitted within 30 days of receipt of items.

Customers will be required to pre-pay the return shipping. However, we will reimburse you upon a successful warranty claim.

Upon returning receipt of items for a warranty claim, you can expect Nekotwo to process your warranty claim within 7 days. Once the warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a replacement item sent to you (if stock is available)

3.3 Package Return

Your package may be returned to our warehouse due to issues such as customs checks, refusal to pay customs fees, incorrect delivery address, missed delivery, unclaimed parcels, or refusal to accept.

While packages with an incorrect or invalid address are expected to be returned to our warehouse, it is possible for the package to be lost in transit or disposed of in certain circumstances. Please make sure your address is complete and correct when placing the order as we are unable to issue replacements or refunds for situations like this. And if the package is returned, we will contact you to arrange an appropriate solution. If we do not receive a response within 5 business days, your order will be canceled.

Please note that we are not responsible for shipping costs, missing, or damaged items due to reasons attributable to the recipient, such as refusal to pay customs fees, incorrect address, missed delivery, or unclaimed parcels or refusal to accept.

If a package is returned multiple times due to the reasons listed above or any other reason, we reserve the right to cancel the order and charge fees if we suspect fraud or policy abuse.


3.4 Missing Package

All orders are shipped by third-party carriers. If your package is delayed beyond the usual shipping time, please contact the carrier directly for the latest status updates. You may also email us at support@nekotwo.com with your name and order number for assistance. Please contact us within 45 days of shipment, as we may not be able to provide further assistance after this period.

We are not liable for packages marked as “Delivered” by the carrier but reported as not received. Additionally, we do not accept responsibility for missing packages due to recipient-related issues, such as refusal to pay customs fees, incorrect address, missed delivery, or unclaimed parcels.

4. Delivery Terms

4.1 Transit Time Domestically

In general, US domestic shipments are in transit for 3 - 7 work days. International shipments will usually take 14 - 22 days. Nekotwo holds some merchandise in Asia, some in the US. If you are in a rush to receive something, please contact us for express shipping information.


4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 14 - 22 days. Due to the large size of some products, some orders require an estimated shipping time of 30–60 days. Also the shipping time varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at the checkout.


4.3 Dispatch Time

Orders are usually dispatched within 2 business days of payment of the order
If the product description states that it is 'US in stock,' we can ship it within 2 business days. However, for shipments outside the US, the processing time may take 3-7 business days.

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Any orders placed after hours or on weekends will begin processing on the next business day.You will receive an email notification once your package has been dispatched.


4.4 Change Of Delivery Address

For a change of delivery address request, we are able to change the address at any time before the order has been dispatched.


4.5 P.O. Box Shipping

Nekotwo will not ship to P.O. box addresses.


4.6 Military Address Shipping

We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

 

4.7 Items Out Of Stock

If an item is out of stock, we will cancel and refund the out-of-stock items and dispatch the rest of the order.


4.8 Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

4.9 Multiple Shipments

For various reasons, such as package size or weight, we may need to split your order into multiple shipments, each with its own tracking number. In this case, the packages may arrive at different times. Please refer to the individual tracking numbers for status updates.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider. We recommend using 17TRACK to monitor your shipment status. Please note that tracking updates are generated by the logistics carrier and may not be real-time. However, our team is always ready to assist if you have any questions.


6. Parcels Damaged In Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with the next steps.


7. Duties & Taxes

7.1 Sales Tax

Sales tax will be calculated according to your selected items and will be displayed during checkout.


7.2 Import Duties, Taxes & Customs Fees

International shipments may be subject to import duties, taxes, and additional customs fees upon arrival in the destination country. These charges are determined by local customs authorities and vary depending on the destination.

Customers are responsible for any applicable duties, taxes, or customs fees. We recommend reviewing your local customs policies before placing an order.
If you are required to pay duties or taxes, you may choose to:
  • Pay the required fees to receive your package
  • Refuse the shipment
If duties or taxes are refused, the shipment may be returned to Nekotwo at the customer’s expense. In such cases, a refund will be issued for the value of the goods, minus return shipping costs. Please note that original shipping fees are non-refundable.

Nekotwo is not responsible for any actions taken by customs authorities or shipping carriers.

7.3 United States Tariff

For orders shipped to the United States, applicable import duties are pre-calculated and included in the shipping cost at checkout. This means the price you see at checkout is the final price, and no additional duties will be charged upon delivery.

Please note that import duties may change based on updates from U.S. Customs and Border Protection (CBP). While we strive to maintain stable shipping costs, such changes may affect the final amount.

7.4 VAT Policy for EU Customers

Orders shipped to the European Union may be subject to VAT in accordance with EU regulations. VAT may be collected by customs authorities or the shipping carrier before delivery. Please note that prices on our website do not include VAT, and customers are responsible for any applicable taxes.

8. Cancellations

If you change your mind before we send your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

 

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.


9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed its investigation into the claim.


9.2 Process for parcel lost in transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost. We do not refund or replace if the customer made an invalid address or not accepting the package.


10. Customer service

For all customer service inquiries, please email us at support@nekotwo.com
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