Shipping & Returns Policy
NEKONO ships premium cat products across Australia from our Sydney warehouse.
Shipping Policy
Domestic Shipping (Australia)
Free shipping on all orders over $100 AUD. For orders under $100 AUD, shipping rates are calculated at checkout based on the weight and destination of your order.
We ship Australia-wide using Australia Post and Aramex. Orders are dispatched within 1–3 business days (AEST, Monday–Friday). Estimated delivery times:
- Metro areas: 2–5 business days
- Regional areas: 5–10 business days
For apartments, business addresses, or addresses we are unable to verify, we reserve the right to ship via Australia Post with signature required on delivery. If delivery is unsuccessful, the parcel will be held at your nearest post office for collection.
International Shipping
We currently ship to selected international destinations. Shipping rates are calculated at checkout based on destination and order weight. Any customs duties, taxes, or import fees charged by your country are the responsibility of the buyer. NEKONO PTY LTD is not responsible for delays caused by customs.
Returns & Refunds Policy
Our Commitment
We comply with the Australian Consumer Law (ACL). If a product is faulty, damaged, or not as described, you are entitled to a remedy under ACL regardless of our store policy.
Change of Mind Returns
We accept change of mind returns within 14 days of delivery, provided the item is unused, in original packaging, and in resaleable condition. Return shipping costs are the responsibility of the customer.
Food & Consumable Products
Due to health and safety regulations, we are unable to accept returns on any food, treat, or consumable products unless the item is faulty or damaged upon arrival.
How to Request a Return
Email us at info@nekono.com.au with your order number and reason for return. We will respond within 2 business days (AEST, Monday–Friday).
Refunds
Approved refunds will be processed to your original payment method within 5–7 business days.