FAQ

Q. What is Neko Neko Post?

A. Neko Neko Post is a monthly subscription service that delivers a selection of curated greeting cards, postcards, stickers and other fun stationery items from Japan. We also offer non-subscription items for sale in our shop.

Q. How does Neko Neko Post work?

A. We ship out a curated package of beautiful Japanese stationery to our subscribers every month. Subscription plans will automatically renew on the 15th of each month until you choose to cancel. Subscription spots fill up fast, but keep an eye on our instagram page to see what other items we have available in our shop!

Q. What's inside a Neko Neko Post subscription package?

A. Check out the What's Inside page for all the juicy details on our subscription package contents. Orders placed after the 4th of the month will receive the next month's package. (Ex: Orders made between March 5th - April 4th will receive the April Package.) 

Q. Do you ship worldwide?

A. We ship to most countries around the world for a flat rate of $8.50 USD per subscription package. Non-subscription items in our shop have varied shipping prices based on their size/weight. Please refer to our Shipping page for a full list of the countries we currently ship to.

Q. When are packages shipped out?

A. Subscription packages are shipped out during the last week of every month. 

Q. When will my subscription be renewed?

A. Subscriptions automatically renew on the 15th of every month. If you are on a month-by-month plan you can cancel your subscription at any time from your account.

Q. How are the packages shipped?

A. All our packages are shipped from Tokyo, Japan using the Japan Post postal service.

Q. Is there tracking on the packages?

A. No. The postal method we use does not include tracking. 

Q. Can I expect delays due to COVID-19?

A. Japan Post states that there are currently unavoidable delays on some postal services due to COVID-19. There are also restrictions on mail to some countries. Please refer to the Japan Post website for the most up-to-date information: https://www.post.japanpost.jp/int/information/index_en.html

Q. How do I change my address?

A. Please make sure your address is kept up to date in your Account Details. Packages that have been returned to Japan due to an incorrect address can be re-sent but will incur an additional shipping fee.

Q. How can I cancel my subscription?

A. We're sad to see you go, but we completely understand. If you're on a month-by-month subscription plan and would like to cancel, please cancel your plan through your account. If you have any trouble please contact us at nekonekopost@gmail.com and we will arrange it for you. Prepaid 6-month and 12-month plans cannot be cancelled in the middle of a subscription period. 

Q. Are refunds available? 

A. Refund policy:

Thank you so much for supporting our small business.

We offer refunds on lost or damaged items only. 

If your package is damaged or items are missing when you receive it, please contact us at nekonekopost@gmail.com for a replacement or refund.

Please double check the quantity in your cart before placing your order as we are unable to offer refunds for items purchased by mistake.

Due to covid-19 there are postal delays worldwide and we appreciate your patience with this. If your item has not arrived within three months after the shipped date, please contact us at nekonekopost@gmail.com

Q. What should I do if any of my items are damaged?

A. If for some reason any of your items arrive damaged, please contact us at nekonekopost@gmail.com and we will arrange a replacement or refund.