How can we help?

Check your order in your secure customer account, or use the order-status link in your order confirmation email. Shipment updates appear when tracking is available.

Tracking can take time to appear after dispatch. Check the carrier link in your order details. If there has been no update for an extended period, contact us with your order number.

A tracking link appears only after shipment tracking has been added to your order. If none is shown, check the order status and your shipping confirmation email. A missing tracking number alone does not confirm whether the parcel has shipped.

Use the same email address you used at checkout to sign in with a verification code. You can also use the order-status link in your confirmation email. Never send us your password, verification code or full payment details.

Our current policy states that most standard products dispatch within 2 business days after payment, followed by an estimated 7–9 business days in transit. Processing and transit are separate. Custom or made-to-order timelines are confirmed individually. Estimates are not guaranteed; customs and carrier delays can affect delivery.

The current policy offers standard shipping free from US$100, with US$8 standard shipping below that amount. Local-currency equivalents and the final charge are shown at checkout.

For eligible non-personalized goods, the 14-day return request period starts when the last item in your order is delivered. Send returned goods within 14 days after notifying us. Contact customer care for the correct return address and instructions. Statutory rights, including rights for faulty goods, remain unaffected.

For ordinary change-of-mind returns or a size chosen incorrectly, the current policy says the customer pays the direct return cost, without a restocking fee. Refunds are normally made to the original payment method. Read the full policy for refund timing and statutory exceptions.

Contact us with your order number and a description of the problem. Photos can help where reasonably available. Under our published policy, NEKOAN bears necessary return or replacement costs for a confirmed defect or our error. The ordinary 14-day return period does not limit your statutory rights for faulty or misdescribed goods.

Open the product page and choose “Size guide” beside the size selector. Compare your pet’s measurements with that product’s own chart. Clothing and harnesses can use different size ranges. If between sizes or unsure, contact us before ordering.

Depending on the product, measure the neck at the base, chest at its widest point behind the front legs, and back from the base of the neck to the base of the tail while your pet stands naturally. Use only the measurements requested in the product’s chart.

Follow the fitting and wearing instructions for your exact harness. Check all straps and fastenings before every walk, and try the fit indoors under supervision before going outside. If the product instructions are unclear or the fit seems insecure, stop using it and ask us for product-specific help.

Do not assume all clothing, leather, woven pieces or accessories share the same cleaning method. Follow the instructions for your exact product. If no cleaning instructions are provided, ask us before washing or applying a cleaner.

Check straps, stitching, rings, clips and closures for wear or damage. Follow the product’s intended use and supervision instructions. Stop using an item if it is damaged or does not fit safely.