We get that pet parents are busy people, and that your plans can change. However, if you are not around to receive your delivery when it arrives, this has a significant impact on our resources and costs, which in turn makes us unable to serve you and other pet parents to the best of our ability.
Should your delivery be unsuccessful, its status will be changed to Failed Delivery and your parcel will be returned to the Nekojam warehouse within the next 2 working days. You may opt to pick up your order yourself or pay for it to be delivered to you, at a flat rate of $8. This charge goes towards our drivers to assist them in recovering any parking charges, petrol costs and time etc invested in attempting the delivery to you, and are non-negotiable.
We also reserve the right to charge you the cost of any time-sensitive, perishable or frozen items in your order that cannot be restocked. There will strictly be no exchanges, returns or refunds on items of this nature, as we value our customers' safety and do not re-sell or take back frozen items once they have been dispatched.
Nekojam reserves the right to deny future service to customers who are repeatedly absent for their deliveries. This applies to customers who:
- Live in gated properties who are unable to provide access to the premise without being present
- Have repeatedly faulty doorbells
- Are consistently uncontactable regarding deliveries
- Refuse to place orders personally and make payment in a correct fashion via the online web store
Can you deliver my order again, for free?
We regret that we do not provide complimentary re-delivery services at this point in time. If a request for rescheduling of a delivery is not received, it shall be regarded as the allotted delivery slot has been accepted and reserved for your order, as we are committed to ensuring that our pet parents receive their pet supplies in the quickest time available to them.
If you are aware that you will not be able to accept your delivery, please contact us at 62883636 immediately so that we may help you make alternate arrangements for the next most convenient time to receive your pet supplies.
Once your order has left the Nekojam fulfilment centre, it is recommended that you do your best to receive it or provide an alternative arrangement that would allow for your order to be successfully delivered, so that you may avoid incurring a re-delivery charge.