FAQ

For eligible orders shipped to the European Union and the United States, applicable VAT, import duties, and customs clearance charges are included. Customers in these regions will not normally be required to pay additional import charges upon delivery. For other destinations, additional taxes, duties, or handling fees may apply depending on local regulations and the selected shipping method.

We occasionally offer discount codes during special promotions. Any available codes will be displayed on our website or shared through our social media channels. Enter your code at checkout to receive the discount. Please note that only one discount code can be used per order.

Estimated delivery time is usually 7–10 business days after your order has been shipped. Delivery times may vary depending on the destination, local customs clearance, and the shipping carrier.

Shipping fees vary depending on the destination country and the products ordered. The exact shipping cost will be calculated and displayed at checkout.

Yes, we offer international shipping to many countries and regions. Available shipping options will be displayed at checkout after you enter your delivery address.

Estimated delivery times after dispatch are: * United States: approximately 6–8 business days * Europe: approximately 10–12 business days Please note that delivery times are estimates and may vary due to customs clearance, local holidays, weather conditions, or carrier delays.

If your tracking information has not been updated for an extended period or you believe your package may be lost, please contact us with your order number. We will contact the shipping carrier and help investigate the issue. If the package is confirmed as lost, we will provide an appropriate solution.

To request a return, please contact us within 14 days of receiving your order and provide your order number and reason for the return. Please do not send the item back before receiving return instructions from us.

We accept returns within 14 days of delivery. For pet health, safety, and hygiene reasons, items that have been worn, used, washed, or come into contact with a pet cannot be returned or exchanged. Returned items must be unused, clean, free from pet hair, stains, and odors, and in their original packaging with all tags attached. Custom-made or personalized items are non-returnable. This does not affect your rights if an item arrives damaged, defective, or incorrect.

Yes. Customers are responsible for return shipping costs. However, if you receive an incorrect, damaged, or defective item, please contact us first. Once the issue has been verified, we will cover the return shipping cost or provide another suitable solution. Please do not return any item without contacting us in advance.

Materials vary depending on the product and its intended use. At Nekoan, we carefully select pet-friendly materials with comfort, safety, and durability in mind. Many of our clothing products feature a high cotton content or soft, skin-friendly fabrics that feel gentle against your pet’s skin. Please check each product page for its specific material composition.

Yes! Register for a Nekoan account and receive 10% off your first order. Your welcome discount code will be provided after successful registration. The offer cannot be combined with other promotions or discount codes.

Subscribe to our newsletter and follow Nekoan on social media to receive updates about new products, special promotions, and exclusive offers.

Yes, we welcome bulk purchases. Please contact us before placing your order and provide the product name, quantity, and destination country. We will check availability and provide a customized quote where applicable.