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What logistics companies does Nekoo Mall work with?

Nekoo Mall ships to the following regions using either FedEx or DHL: Australia, New Zealand, the United States, Canada, the United Kingdom, Turkey, Singapore, Malaysia, Dubai, France, Germany, Italy, Spain, Austria, Ireland, the Netherlands, Peru, Indonesia, Myanmar, the Philippines, Hong Kong, Macau/Macao, Taiwan, Bulgaria.

Note: The courier may depend on your specific situation and region. Please consult Nekoo Mall customer service for more information before placing your order. If you have any special requests, please make it at checkout.

Postage & Free Shipping Policy

For orders over a certain value threshold, you may qualify for free shipping to your country! The threshold varies by region, so please refer to the table below to determine your specific threshold.

United States: 129 USD
Australia: 199 AUD
New Zealand: 229 NZD
Canada: 199 CAD
United Kingdom: 109 GBP
European Union: 139 EUR
Other: 25,000 JPY

Shipping fee for packages that don't reach the minimum order amount for free shipping:

United States: 25 USD
Australia: 30 AUD
New Zealand: 35 NZD
Canada: 30 CAD
United Kingdom: 20 GBP
European Union: 25 EUR
Other Regions: 25 USD

Note: Due to exchange rate changes, the actual shipping amount is based on the conversion of USD to the actual user's local currency unit. The shipping threshold is based on the actual amount paid.

Note: Surcharges may apply for remote areas.

Order Shipping Time

We will strive to deliver your order to you as soon as possible, but please note that there may be delays during large events and holiday seasons.

(1) Order Processing/Shipping Time:
The shipping time (leaving the warehouse) is generally 3-5 Japanese business days* when the goods are in stock and 4-6 Japanese business days during large-scale events.

Special Products:
Snacks: arrive in about 3-10 business days in Japan after ordering. Contact Lenses: Arrive approximately 3-7 business days after ordering. Other Special Items: subject to availability**

*Note:
Business Days do not include Japanese holidays, which can be checked via the calendar below.

**Note:
To help you enjoy the freshest Japanese products with peace of mind and to ensure the latest expiration dates, Nekoo Mall maintains a zero-stock policy for certain items. After you place an order, Nekoo Mall will contact the manufacturer as soon as possible to arrange for the purchase of the goods. However, this may result in delays in delivery time. We appreciate your patience and understanding in our efforts to make sure you get the freshest goods.

In the event of special circumstances, such as the discontinuation of a product or an official out-of-stock status, we will notify you by email or telephone to arrange a refund or replacement.

If you have any questions, please contact Nekoo Mall's customer service.

(2) Delivery Time:
FedEx: Your order should arrive in about 5-7 business days after a tracking number is generated. (7-14 business days for special periods or regions).
DHL: Your order should arrive in about 5-7 business days after a tracking number is generated. (7-14 business days for special periods or regions).

Unclaimed Packages

If your package is left unclaimed and returned due to errors unrelated to Nekoo Mall, such as an error in the inputting of customer information at checkout (i.e., the customer's name, address, etc.) or absence from home, you will be refunded the amount of your order within three to five business days after deducting the postage costs incurred by return and delivery of the package. The refund will be returned to the same payment method initially used by the customer, with the timing of the refund being subject to the timing of your payment provider.

It is normal for the logistics companies responsible for package delivery to use the following methods to deliver the package to the user's delivery address:

a. Direct-to-door delivery with a signature required for receipt without prior notification by phone (call or text);
b. Delivery to the user's apartment manager, mail room, or community mailbox parcel locker;
c. Leaving a notice asking the user to pick up the package at the designated location nearby.
d. Transfer to local third-party cooperative logistics companies.

e. Signature requirement: A package value is over $250 USD.

Postage and Taxes

A: Postage
(1) In the case of the return or resending/replacement of products due to an error on the user's part, the user will be responsible for the postage surcharge, and any subsequent resending/replacement postage fees.

(2) If the product is returned or re-shipped due to errors on Nekoo Mall's side, the courier company, or third-party force majeure, the postage and subsequent reshipping/replacement postage fees will be borne by Nekoo Mall.

Note: When returning goods, please choose the same shipping method as Nekoo Mall for mailing.

Tax

(1) If the goods are taxed due to the user error or user-related reasons, the user will be responsible for the taxes incurred.

(2) If the goods are taxed due to logistics, third-party force majeure or Nekoo Mall, Nekoo Mall will be responsible for the taxes incurred.

Recipient and Shipping Address Change

A: If your order has not been packed or shipped yet, you can modify the recipient name, address, and other information. Please contact Customer Service to do so.

B: If the order has already been shipped and you find that the address is wrong and needs to be modified, please contact the courier company as soon as possible. If you are having trouble handling the situation, contact customer service for assistance. Please be aware that changing the shipping information may incur fees as a result, and the customer will bear responsibility for these fees.

Reminder: Before placing an order, please verify your personal information, including the delivery address, to ensure that your order can be delivered to you quickly and smoothly. The standard address change service fee charged: ¥1300 JPY.

C: If there are other problems, such as loss of express mail, it will not be included under the scope of our package compensation policy.

D: The name of the recipient must be their real name. If the name provided is incorrect and results in the return of the package, the user shall be responsible for any incurred fees.

Track Shipment

Go to [My Order] → [Shipped] → [Track Shipment], click to copy the "shipment number," and enter the relevant official website to inquire about the logistics information.

However, if you purchased a product at its regular price but the product is close to or past its expiration date on delivery, please contact customer service, and we will process an exchange or refund for that product.

Abnormal Package Delivery Situations

You can track the logistics information and shipment status of your package on the official websites of the courier companies (e.g., DHL, FedEx/SF Express). If the package's delivery status shows as "Delivered" (or similar), but you have not received the package, please contact Nekoo Mall online customer service within three business days*. During this process, the courier company may contact you by email or phone, so please check frequently for updates on your email or phone.

Please understand that a lost or returned package may fall outside of our package compensation policy under the following circumstances:

a. The recipient's name is incorrect, and the package cannot be delivered as the name is not registered at the property management office.

b. The parcel cannot be delivered due to an incorrect delivery address, a change of address, or an incomplete address.

c. The recipient did not cooperate with the logistics company or Nekoo Mall to investigate the abnormal delivery situation of the parcel.

d. Nekoo Mall or the postal company is not contacted about the situation within the agreed period of time.

*Please double-check that the contact person and shipping address are correct before placing your order.

Compensation Clause

Your order will typically be dispatched within 5-7 business days, but may be delayed by various factors, such as a surge in online shopping orders, the overflow of courier company warehouses, or the instability of express delivery during holidays. These delays may also happen during event periods. In these cases, your order may experience delays for 5-10 Japanese business days.

To minimize the impact on everyone's shopping during these event times, we work with additional warehouse staff and actively communicate with courier companies to process your orders more efficiently. During this period, the delivery time for some orders may be delayed. We apologize for any inconvenience this may cause you. We will process overdue orders and provide compensation through vouchers or balances towards your next purchase. We will also notify you by email through our customer service email if this happens.

Overweight Fee

The maximum shipping weight quota for all orders is 10kg (22 pounds), and the platform has the right to charge additional shipping fees if the order package exceeds 10kg (22 pounds). We also reserve the right to adjust or cancel the order if it exceeds 10kg (22 pounds) significantly.

In cases where order weights* exceed the specified 10kg, we will charge a fee calculated at a rate of $15 USD per 1kg (regardless of whether the order meets the free shipping requirement).
*Order weight is calculated based on warehouse measurement data.

Additional Fees for Remote Areas

Due to the difficulty of delivering to remote areas, the courier company will charge additional fees for delivery to certain locations. If the shipping address is in a remote area as specified by the courier company, Nekoo Mall will charge this extra cost and pay on your behalf.

FedEx Remote Surcharges:

We ship via FedEx International Priority for North American customers and DHL Express for other international customers in most cases.

For North American customers, FedEx charges a surcharge when shipping to remote areas. This surcharge will be added to the shipping cost if your destination falls within one of FedEx's remote areas, regardless of whether the order meets the threshold for free shipping.

If your destination is classified as a remote location by FedEx, your cart will be automatically updated at checkout to reflect the remote surcharge. To confirm whether your address is classified as a remote area, please see FedEx's website for surcharges for the U.S., Canada, Australia, and United Kingdom.

*These surcharges may fluctuate with the USD exchange rate and be updated by FedEx periodically.

Express Customs Declaration & Customs Clearance

According to customs clearance procedures, you may be asked to provide ID and other supporting documents if your package is inspected. In the event the package is returned due to the customer's non-cooperation, we will refund the order amount after deducting the cost of package return shipping and any additional costs incurred by the courier. Note: Passports are only used for customs declaration and clearance. Your personal information will remain confidential.

Return Orders

If the customer fails to sign for their package within the specified time due to personal reasons, the package will be returned to Japan. The customer will be responsible for paying the return shipping and handling fee. If the package is requested to be sent again, the customer shall be responsible for the courier fee and the return shipping and handling fee incurred by resending the order.
Return handling fee: $30 USD
Shipping fee: charged according to the freight/shipping cost reported by the courier.