FAQ

Want to cancel an order?

• Orders can be canceled without any fees within the first 24 hours of purchase.
• Cancellation requests after 24 hours of purchase will incur a 20% restocking fee if refunded to original payment. 
• You may otherwise elect to cancel an order in the form of a Neko Shop Gift Card for 100% of the purchase.

How do I change my shipping address?

Please send an email to care@mynekoshop.com with the following information:

• Order number(s)
• New shipping address

IMPORTANT NOTE: We request that all customers double check the intended address of delivery before confirming their orders for shipping. We ARE NOT responsible for any orders that have already been shipped out to an incorrect address via any third party shipping carrier (USPS, UPS, FEDEX, etc.) and will not refund your purchase. As a reminder, it is the customers responsibility to due their due diligence during checkout by confirming their personal information. To see more information on our shipping policy visit our Shipping Policy page.

In some cases we are able to retrieve products after being shipped out by third party carriers. If this is the case, we will notify you. To see more information on our refund policy visit out Refund Policy page. 

How long does it take for my order to process?

We try and aim to process orders on the same day of purchase, excluding weekends (Saturday & Sunday). Please be aware that processing orders can take up to 3-5 days during holidays, local & out of state events (convention shows), etc. We hold all rights to delay an order for processing as needed.