Grooming
If your cat has biting or aggressive tendencies, we would appreciate if you inform our groomers of this ahead of time for their own safety.
Our Artisans will always attempt to make grooming a comfortable experience for all guests. If your cat should display aggressive tendencies or attempt to hurt our Artisans in the course of their work, we may find it necessary to discontinue the provision of services for their safety, or ask that another groomer assists with the session. In such an instance you will be informed that an Aggressive Pet grooming fee may apply at $80.
Yes, we do. Please opt for this at the point of placing an appointment on our bookings page.
Payment for transport services will be collected online and are non-refundable.
A member of our team will be in charge to confirm your transport arrangement or make alternative arrangements should they be unavailable.
A grooming session may take between half an hour to 3 hours depending on the service requested. We ask for your patience in allowing our Cat Grooming Artisans time to get to know your cat, as well as make the entire grooming experience a comfortable one and pleasant one.
It is imperative that you do your best to help us keep kitty relaxed and happy before its visit to the salon. Some things you can do ahead of time include giving kitty treats so that it enters its carrier happily, and make the transport trip over to Nekomori a pleasant one by playing soft, quiet music in the car.
Yes. All our cat salons have viewing windows for you to watch your kitty get groomed.
Payment for services is accepted via PayNow.
- A deposit of $40 (non-transport) / $80 (transport) per cat will be requested prior to appointment confirmation and must be paid within the day of the request, with payment screenshot sent via WhatsApp to +65 6288 3636.
- The deposit applies to all appointments, including promotions, and will be offset against your final bill.
- Please note that the appointment will be released if the deposit is not received within 1 HOUR.
Boarding
The nightly rate includes the provision of 24/7 air-conditioned, private lodging space, complimentary use of cat litter bin with litter and feeding utensils, and access to the hotel space. Our caretakers also practice twice daily housekeeping, interaction time, activity updates and daily grooming for your cats.
We also offer grooming services, food menu, medication/care.
Please find out more about our Boarding Requirements here.
Depending on your cat’s condition, we may be able to board your cat at Nekoya.
We invite owners whose cats fall outside of admission criteria to share more about your cat’s care requirements prior to making a reservation with us. This will allow us to have a better understanding of how we may be able to care for them in your place.
If your cat has been advised against routine vaccination, we can accept a veterinarian’s note, stating the reasons your cat is ineligible for vaccination, in place of proof of vaccination.
We are able to house up to 3 cats per room (depending on the room type) so long as your cats are from the same household and are compatible for sharing a common space.
We accept reservations for boarding via our online website here.
Upon receiving interest for a reservation, our customer service team will be in touch to guide clients through our boarding prerequisites and collection of payment.
If you are enquiring about an urgent stay (within 48 hours), please contact our Customer Care hotline at 62883636 via WhatsApp directly.
Each year, the Nekoya Cat Hotel releases a statement including dates that generate exceptionally high demand for our cat boarding services in Singapore. Stays on these dates are not eligible for special promotions. Reservations made for lodging on these dates are strictly non-refundable.
Our Blackout Dates are available to access via this link.
Before requesting for payment of your reservation, you will be sent our Boarding Prerequisites and asked to acknowledge them. It is your duty to ensure your cat meets these Prerequisites for successful admission to our hotels.
Upon payment, you will be asked to populate your pet’s profile in our database with proof of vaccinations, sterilization and other documents within 48 hours.
There will be no refunds made for cats that are found to be non-compliant with our Boarding Requirements after payment is submitted.
To avoid disappointment, we encourage booking 2 months in advance of your intended reservation.
Payment for services is accepted via PayNow.
After booking through our website, we’ll send you the boarding requirements. Upon your agreement, we’ll provide a payment link. Once payment is made, please send us a screenshot of the confirmation within 24 hours. After verifying your payment, your booking will be confirmed, ensuring a smooth process for you and your kitty!
Please contact our team at bookings@nekoya.co or WhatsApp us at +65 6288 3636 for modifications or cancellations pertaining to your reservation. Your request must be received at least 48 hours prior to boarding beginning.
Please also review our policies regarding modifications and cancellations below before contacting us or making a booking at Nekoya:
- Reservations made for lodging on Blackout Dates are strictly non-modifiable, cancellable nor eligible for refunds.
- Modifications to reservations can be made free of charge, subject to cabin availability.
- For bookings that are eligible for cancellations, the amount paid will be made available in the form of hotel credits for rebooking on a subsequent stay, with a 1 year validity. A cash refund request will incur a processing fee of 10% on the booking amount paid, with the funds reversed to you within 7 working days.
Please review our Boarding Guide on preparing for your cat’s stay.
Check-in time is from 2PM to 6PM and check-out time is from 11 AM to 1PM.
For arrivals before 2PM, the earliest that can be accommodated is 12 PM. It is recommended to pre-book lodging one day in advance with a full day’s charge for timings earlier than this.
For departures after 1PM, the latest that can be accommodated is 2 PM. It is recommended to pre-book an additional day’s lodgingwith a full day’s charge if you are uncertain if you will be able to arrive in time for your cat’s checkout.
All arrivals and departure are by appointment only. There will be a fee of $20/hour for early check-ins or late checkouts, subject to hotel availability, and we do not guarantee the provision of a lodging space for your cat in this time (ie. they may have to wait in their carriers).
Our caretakers will go through the paperwork you submit to us, and all cats are required to undergo a health and behavioural assessment to ensure they are fit for boarding, prior to being accepted for admission.
If your cat does not meet our boarding requirements at check-in, or is found to be unsuitable for admission, a 50% refund will be provided on the reservation. The funds will be reversed to your original mode of payment within 7 working days.
Each of our guests are allowed to access the hotels’ common play areas during daily private playtime, so long they are feeling comfortable enough to leave their lodging spaces.
Cats that are ill or immunocompromised are an exception to this.
No. Only cats from the same household may interact with one another during daily playtime.
Yes. All guests will get at least 30 minutes of interaction time with our caretakers daily.
Yes, we are happy to follow your feeding instructions to mimic your cat’s normal meal routine. Please review our Boarding Preparation to learn more.
All our cat hotels have freezer facilities for the storage of frozen cat meals.
If your cat should fall ill during its stay, our caretakers will inform you and seek permission to transport your cat to your preferred veterinarian. If it is not possible to reach you or your appointed agent, we will refer to your medical care preferences (as instructed in our Master Boarding Agreement).
CCTV access is available as an add-on exclusively for Premier Suite bookings.
If your cat is already lodging at our hotel, please contact our customer service team to assist with your extension request. Please note that it may not be possible to extend your cat’s stay if there are no available lodging premises to accommodate the extension.
If your stay has yet to commence, please make an extension online via our booking platform.
Yes! Once you check in, our caretakers will provide you with the QR code to receive daily reports on your kitty’s well-being. Stay connected with your cat’s happiness and comfort throughout their stay with us!
Self-Collection
You may select "Pick Up" at your preferred Neko Neko Cat Store on the checkout page.
We require 1 working day to process and pack your order. Please make your way down to the store only when you have received a Collection is Ready SMS and/or email from us!
If you have an urgent request, please call us at 62883636 for assistance in expediting your pick-up.
Please make sure you enter your mobile number and e-mail accurately prior to paying for your order. Phone numbers should be entered in an 8 digit format, without spacing. We do not dispatch SMS updates to international numbers.
All online orders will be made available for pick-up at the our Brighton Crescent outlet.
We are open from 10AM - 7PM.
Jalan Kayu outlet is open daily.
Brighton Crescent, Serangoon North & Jalan Malu-Malu outlets are closed on Tuesdays.
Yes - Please flash the collection SMS or email sent to you when attempting to collect your order.
Orders for collection will be held for a week. If orders remain uncollected past that time, we reserve the right to dispose of the order and its contents. A refund will not be provided in such instances.
If you would like to pick up some items, and have other delivered, please place two separate orders.
Local Shipping
We offer 3 different types of shipping methods for customers. You can select the method of your choice at the checkout.
- Store Pickup
No shipping fee, available during store opening hours
- Free Shipping (Orders <$59)
Free shipping 3 - 5 working days upon purchase.
- Standard Shipping (Orders <$59)
$6 shipping fee, delivered within 3 - 5 working days upon purchase.
We seek to deliver an order within 3-5 business days from the time it is processed.
You will receive an SMS and/or email as soon as your order leaves our fulfilment centre. If dispatched to you via courier, an SMS from our appointed delivery partner will be sent to you on the morning of the delivery date.
Orders placed during sale periods (etc. 11/11, 12/12 sales) and leading up to holiday seasons (etc. Chinese New Year, Christmas, Black Friday) or store closures may experience longer than usual fulfilment times.
Our parcels are delivered by Ninja Van. Bulky or frozen items are delivered in-house during specific timeslots.
If there is a chance you may be uncontactable during delivery of your order, we provide three actionable choices that you may instruct our shipping partners to undertake.
- Leave order at door
- Leave order in riser
- Attempt re-delivery of your order ($6 redelivery fee will apply)
These options serve as instructions for our shipping partners on the next best course of action should they be unable to contact you personally for the handover of your parcels.
The action of requesting for your order to be left unattended is referred to as an "Authority to Leave" (ATL).
It is important to note that parcels cannot be delivered or left unattended if our shipping partners are not granted access to the delivery address. This includes locations and situations such as:
- Gated condominiums
- Gated landed properties
- Passcode protected properties
- Security guards preventing delivery access to the unit
- Customers not being present to allow entry to the property
While our delivery partners endeavour to do their best to successfully deliver your parcels, they should not be expected to trespass. If it should not be possible to gain access to a delivery address, our delivery partners will not be able to proceed with an ATL, even if opted for.
What does an Authority to Leave (ATL) mean for me?
An ATL equates to a transfer of responsibility for the goods from us to you or your authorised party. Responsibility for all items are transferred to you upon delivery of the parcel.
Once an ATL is provided, and should our delivery partners be able to access the delivery address, the parcel will be left per the ATL, signifying completion of the delivery.
Please note that we are strictly unable to:
- Leave orders unattended if an ATL is not provided
- Accommodate return requests for ATL if your order contains frozen food items
- Process requests for refunds, exchanges or replacements for defective or missing items after the responsibility of the order has been transferred
As soon as your order has been picked up by the courier, you will receive an SMS and/or email notification to keep you informed.
Frozen products will be delivered on Monday and Thursdays from 12PM - 6PM. Each of our frozen and chilled cat food is thoughtfully accompanied by a complimentary insulated packaging for your convenience. Whether you're opting for in-store pickup or hassle-free courier delivery, we've got you covered!
Product Availability
Yes, item inventory is now live!
Upon receiving your order, your purchases are picked and packed.
If an item in your order is out of stock, a member of Customer Support will be in touch to assist you with:
- A refund
- Recommendations for a similar item
We process refunds within the same working day, to your original mode of payment - No questions asked.
Repacking Services
We do not offer repacking services for dry foods for hygiene purposes.
Your cat food is kept freshest when sealed within the original product packaging. Once the seal is broken, it is recommended to consume the food within 1-2 months to avoid rancidity of the product.
Repackaging food into multiple smaller portions does not keep it fresher for longer as the food has been exposed to air and light. Most repackaging bags are also gas-permeable, compromising the integrity of the food.
Creating a Subscription
A subscription allows pet parents to automatically place orders for specific items to be delivered their doorstep!
When you sign up for a subscription, you are setting up a standing arrangement to have an order containing items of your choice generated automatically, to be processed on our web store at fixed intervals of your choice (etc. 1 month, 2 months).
With your permission, a charge will be placed automatically on your credit card and we will process these orders as if they were placed by you personally online - Saving you time and providing an element of added convenience! Certain products also allow pet parents to enjoy additional savings if they are subscribed to 🙂
Yes, you may! However, please be aware that the item may become unavailable on a future recurring subscription, and your subscription will end once the item or offer is no longer available for fulfilment or sale.
We reserve the right to withhold fulfilment of an order that contains items that cannot be fulfilled (ie. if they are no longer on sale, discount, or on offer).
Free gifts and samples will ship with your parent order, but not on subsequent renewals.
Such items if discovered will be removed from your subscription. The product(s) you have opted to subscribe to will otherwise ship as per normal!
Adjusting Your Subscriptions
Yes. The default available settings for subscription renewal on our website are every 2, 4 or 6 weeks, but you can certainly request for us to make this shorter or longer for you, depending on your pet's needs.
To have someone assist you with amending your subscription's renewal duration, please get in touch with us.
To add an item to your existing subscription, you should add the items you wish to subscribe to in your cart.
At the checkout page, select the option to receive these items via subscription.
Scroll down past the cart total, and you should see the option to Add this cart to an existing subscription.
A list of your existing subscriptions will appear. Click to Add your cart to the subscription of your choice and it will combine your subscription.
If you need help amending your subscription, please get in touch with us at 6288 3636.
Upgrading/downgrading an item in your subscription means that you have the option to switch between variations of the same product. This option is only available to specific items, and will appear to you in the form of a button.
- Clicking this will bring you back to the product page, where you can select another variation of the product to replace your subscription.
- To confirm your selection, click to proceed with the button "Sign Up Now".
- Proceed to the checkout to confirm your selection. You will not be charged, but your subscription will be amended.
- You will be brought to the confirmation page, where you can click to view your amended subscription and future billing amount.
- Clicking to view the subscription will show the amended subscription and new order total!
Subscription Continuity
A subscription is not a guarantee of product availability - However, we will do our best to ensure that your order is in stock as this gives us a greater indication of how much stock we need to keep handy for our pet parents!
We will undertake all reasonable efforts through proper forecasting and stock management to ensure that we are able to provide you with the items which you have subscribed to receive.
In the rare chance that we are unable to procure an item in your subscription plan, a member of our team will be in touch to provide personal assistance as per a regular order made with us.
Products we stock are occasionally affected by pricing changes that are passed on to us by manufacturers and distributors. We endeavor to absorb these price fluctuations as best as we can, but in the event of mandatory price amendments, we will be in contact to assist affected customers and amend their subscriptions with consent to reflect these changes.
If you do not wish to continue with your subscription at the new price, you may cancel your subscription - No questions asked.
We reserve the right to withhold fulfilment of an order that contains items that cannot be fulfilled (ie. if they are no longer on sale, discount, or on offer).
Billing & Shipping
You are billed for your subscription on the date that your next subscription is generated.
For example, if you place an initial order for a monthly subscription on the 18th of March 2020, your credit card will be billed again for an identical order on the 18th of April 2020.
To have someone assist you with amending your subscription's renewal duration, please get in touch with us.
How often your subscription recurs depends on the frequency with which you choose to receive your items.
For example, if you place an initial order for your subscription on the 18th of March 2022 and ask to have it recur once a month, your account will have an order automatically generated, containing items of your choice, on the 18th of April 2022.
We will prepare this order for delivery within 1-3 working days of processing it.
Upgrading/downgrading an item in your subscription means that you have the option to switch between variations of the same product. This option is only available to specific items, and will appear to you in the form of a button.
- Clicking this will bring you back to the product page, where you can select another variation of the product to replace your subscription.
- To confirm your selection, click to proceed with the button "Sign Up Now".
- Proceed to the checkout to confirm your selection. You will not be charged, but your subscription will be amended.
- You will be brought to the confirmation page, where you can click to view your amended subscription and future billing amount.
- Clicking to view the subscription will show the amended subscription and new order total!
Ending your Subscriptions
Your subscription will expire at the 12th-month mark. You may opt to renew your subscription by going to your My Account page.
You may pause automatic renewal of your subscription via the My Account page, My Subscription tab.
Simply toggle the Auto Renew button. Your credit card will not be charged for a subsequent subscription until you turn this back on. Please note that this tab will only appear if you have an existing subscription.
If you wish to cancel a subscription entirely, you can contact us at 6288 3636 for assistance.
Cancellation fees may or may not apply.
No. We recognize that your cat's needs can change, so we do not charge any fees for assisting with subscription cancellations.
Payment
We accept payments via the following methods:
PayNow/PayLah!
Choose to pay from a local bank via HitPay.
Credit Card
We accept Visa/Mastercard/AMEX via Stripe or HitPay.
Please note that a 3% fee applies to credit card payments.
Your payment may have failed for one of several reasons. Please reach out to our Customer Support team for assistance.
Checking Out
Please continue to the payment page via your Profile tab to get back on track!
Checkout times can differ depending on individual internet speed and location.
We request that you do not double-click, refresh, or navigate away from the checkout while it is processing your request to initiate payment for an order.
Amending & Cancelling Orders
Once your order has been placed, it cannot be amended.
If you require a change of address or personal information required to successfully deliver your order, please WhatsApp us.
Once your order has been placed, it is scheduled for processing and packing. If you wish for the order to be recalled and canceled, you may email us quoting your order number. A handling and restocking fee of 5% on your order will be charged and the refund will be effected within 1-3 working days to your original mode of payment.
Checkout times can differ depending on individual internet speed and location.
If you have double-clicked, refreshed, or navigated away from the checkout while it was processing your request to initiate payment for an order, you may find that you have accidentally created a duplicate order. We are not able to process charges on your card without your consent.
If you have erroneously made a duplicate order and payment, we can assist with a cancellation provided the following conditions are met:
- You must contact us prior to dispatch of the order for delivery, for eligibility for cancellation.
- You agree to and will bear bank processing fees for cancellation of the order
Bank processing fees typically amount to 3% + $0.50 of the order total. (ie. an order of $100 will incur a bank processing fee of $3.50).
Bank processing fees are imposed by payment processors and credit card companies such as:
- Paypal
- Stripe
- VISA
- Mastercard
- American Express
- NETS
Bank processing fees are not refundable under any circumstance. If you prefer not to pay the bank processing fee, then we shall treat and fulfil the duplicate order as per normal.
In-store Purchase
Prefer to shop in-person? Locate any one of our Neko Neko Cat Stores near you.
Order Updates
Orders received before 8 AM on business days (ie. Mondays to Fridays, excluding public holidays) will be processed within the working day.
Orders received after 8 AM will be processed the next working day.
Yes! Once you place an order, you'll receive an email confirming that your payment has been processed. Next, you'll receive an email with a tracking number when your item is being fulfilled. After that, you'll get updates from our third-party courier, Ninja Van, informing you that your order is on the way!
You should begin receiving email updates within 1 working day of placing your order.
If you are not receiving order updates, you should check to ensure both your email address and mobile number are accurately input. You can do so by visiting your Account page.
To amend personal information for a specific order, please reach out to us for assistance. This will not amend your personal information saved, so you are advised to revisit this information prior to making payment for your order each time.
Refunds & Returns Eligibility
- I received a defective item* on my online order
Eligibility:
Return or Exchange
T&C: To raise a request for a product exchange, please follow the steps outlined below:
1. Retain the unused item and any parts in its original packaging
2. Take photos or videos of the item
3. Reach out to us within 7 days from the date of delivery
- I placed an online order but the item is out of stock
Eligibility:
Refund
T&C:
Reach out to us and we will process an immediate refund for out of stock items - no questions asked.
- My online order arrived with missing or incorrectly packed items*
Eligibility:
Re-delivery or Refund
T&C:
Please follow the steps outlined below:
1. Take photos or videos of your order and all items in it, as it was received
2. Reach out to us within 7 days from the date of delivery
*Please note that our 30-day return policy is not applicable in these scenarios.
We know how cats can be, so at Neko Neko, it’s totally A-OK to change your mind (or rather, theirs). If you’re not totally satisfied with your purchase, simply return it within 30 days to us, together with proof of purchase, for a full refund.
To remain eligible for the return, your item must:
- Remain unused in its original packaging and form
- Not be defective or damaged
- (If it is a perishable product), have at least 6 months of shelf life remaining
- Not fall into any of the following categories:
Once we have checked the returned item for signs of defect or damage, we’ll provide an exchange on the item, or reverse your payment within 7 working days.
Simply return the unused product in its original packaging within 30 days from the date of purchase to any of our retail stores.
The item must be accompanied by the delivery note included at time of delivery.
Simply return the unused product in its original packaging within 30 days from the date of purchase to the outlet from which you purchased the item.
The item must be accompanied by your receipt at time of purchase.
Refunds & Returns Policy
A defective product shall be defined as one which:
- Contains missing parts required for operation or use
- Injured packaging that compromises the safety of use
- The customer believes is inferior in quality
Please note that lightly dented canned foods are not considered defective. The likelihood of cans denting during transit to you is elevated by a few factors, namely:
1. Movement of cans within the parcel (ie. minute spaces between cans of different sizes may cause denting)
2. Friction between cans of different sizes (ie. larger cans may dent smaller cans)
3. Friction between cans of different metal densities (ie. harder cans may dent softer cans)
In a bid to be environmentally friendly, we do our best to reduce packaging waste and filler material. If you are concerned or bothered by minor denting, we ask that you leave a request at checkout to ask that we take additional steps to secure your parcel with packing material such as foam peanuts, styrofoam or bubble wrap. However, such synthetic material have a harmful impact on our environment. We urge you to think keenly about the need for this before making such a request!
Refunds once initiated are immediate and automatically reflected in our system. However, your funds may take a couple days to get back to you.
Credit Card
If you've paid for your order using a credit card, the refund will be credited back to the same credit card. The fund reversal should reflect on your bank statement within 3-5 working days.
Debit Card
If you've paid for your order using a debit card, the refund will be credited back to the same debit card. The fund reversal should reflect on your bank statement within 9 working days.
PayNow or Equivalent Bank Transfer
Fund reversal should reflect within 14 working days. Please note that we will not be able to redirect refund to a separate bank account, credit card or PayPal account.
Getting Started
You may register for an account by clicking here, or upon checkout.
Yes you may checkout as a guest.
However, you will not have access to your order history, and you will not earn rebate points on any orders you place with us.
Creating an account is fast, easy and free - It'll only take you 5 seconds and you'll get to enjoy exclusive benefits for account holders!
Update your account details like name, email address, phone number or address, anytime by following these steps:
- Select account details from the menu bar.
- Click edit icon on the field you'd like to change.
- After you’ve added the updated details, click save changes.
- Click done after completing all the updates.
- You will receive an email from us to verify the changes.
In case you have forgotten your password, click on the forgot password button and follow the instructions there.
Note: Once you verify the updated email details, you can resume your activities on your account.
Purrks
Registering for an account will allow you to start earning reward points- It's fast, easy, and free!
Purrks are accumulated through in-store purchases, online retail orders, and grooming appointments.
For Bronze tier members, a dollar spent earns you 1 Purrk.
For Silver tier members, the conversion is $1 to 1.2 Purrks.
For Gold tier members, the conversion is $1 to 1.5 Purrks.
For Platinum tier members, the conversion is $1 to 2 Purrks.
Neko Neko Club Purrks expire 12 months from the time they are accumulated.
Platinum membership expires after 1 year of inactivity (ie. 365 days of no-spend).
- Purrks will expire after 12 months from the time they are accumulated and will not be reinstated
- Purrks cannot be transferred from one member to another member
- Vouchers redeemed can only be used by the member themselves and for their cat(s) and cannot be transferred to another member
- There will not be any refunds for membership termination
- Purrks are accrued for spending on grooming services and retail purchases.
- Platinum tier members are not allowed to use their purrks to redeem bronze, silver and gold vouchers over the counter.
- Boarding & sitting discounts are not valid on Blackout Dates.
- Only 1 NNC Platinum account is allowed per customer.
- Platinum membership expires after 1 year of inactivity (ie. 365 days of no-spend).
- Discounts not stackable with other offers/promos.
- Neko Pte Ltd reserves the right to amend the terms and conditions without prior notice to the customer, and in the event of dispute shall have final say in settlement.
Free Gifts & Redemptions
Yes you may. Free samples and gifts are available under the following conditions:
- Strictly 1 sample and/or free gift request per item is allowed
- Samples and free gifts are only available while stocks last
- We reserve the right to swap unavailable free items/gifts to others of similar value without prior notice to you
Your sample or free gift may not arrive with your order if:
- There is no longer any stock for that particular item
- The sample may have expired
- You opted to receive your order via subscription (free gifts, samples and promo items do not ship for renewal orders.)
Leaving Reviews
Yes, you do! Leaving a review on a product you have purchased earns you 50 points per product. It's a great way to save and share your experience with other pet parents!
All reviews submitted are subject to our review policy to ensure that they are compliant with our content policies.
To increase the chance of your review being approved, consider:
- Ensuring it is at least 50 words in length
- Describing the product's qualities (etc. taste, quality, smell)
- Share your pet's experience
- Submitting unique content
- Reviewing full-sized products only