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Terms and Conditions


This website is operated by Nekojam Pte Ltd, with UEN number 201714931M, herein referred to as the “Company”, or “Nekojam”.

Nekojam operates an online pet store in the country of Singapore. The Company provides the procurement, sale and delivery of pet-related products to the User through the use of the Company’s online platform, herein referred to as the Company’s “Services”. All products, services and features of Nekojam; past, present and future, are made available to you, the “User”, subject to the acceptance of the policies, notices and conditions indicated on this webpage, known as the “Terms and Conditions”.

Nekojam’s Terms and Conditions shall apply to all users who access the Company’s website. By clicking “sign in”, “create account” or “submit order” and entering or otherwise using the Company’s website or mobile application (the “Site”), the User agrees to and accepts these terms and conditions.

Users should remove themselves from the Site if they do not wish to comply with these terms and conditions.

Nekojam and its management hereby express their right to revise, amend, withdraw or make changes to these terms and conditions, and policies, in part or in whole at any time with or without prior notice to its users. All such revisions, amendments, withdrawals or changes shall be automatically, or immediately effective once they are posted on the Site.


The use of Nekojam’s Services requires that Users are above the age of 18 and of independent authority to make online purchases.

By using the Site, the User agrees to indemnify and hold the Company and its staff harmless from any and all claims, demands or other liabilities (including any legal fees and cost) that are made by any third party due to, or arising from the User’s use of the Site and any breach of these Terms and Conditions.


The receipt of an order or an email order confirmation does not constitute the acceptance of an order or confirmation of item availability. Nekojam reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any user.

Prices and availability of products on the Site are subject to change without notice. Errors or discrepancies will be corrected when discovered and Nekojam reserves the right to refuse to sell, correct any error, inaccuracy, or omission. This extends to cover orders that have been paid for and submitted.


Nekojam attempts to be as accurate as possible when making available material on the Site. However, Nekojam cannot be held responsible if product descriptions or other content on the Site are deemed to be inaccurate, incomplete, unreliable, outdated or with error. Any reliance on the content on this site is at the User’s own risk.

If a product offered by Nekojam is found to be not as described, the User should flag this via our Contact Form within 7 days of receiving the product.


Prices for products listed on the Site are subject to change without notice to the User. Nekojam reserves the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.  Nekojam is not liable to any User or third-party for any modification, price change, suspension or discontinuance of the Service.


Nekojam offers information, articles and advice to users through this site for educational purposes only. Any information publicised is not intended to diagnose, treat or cure a pet and is not a substitute for professional veterinary care.


In order to access certain features of the Site (etc. buying items and placing orders for delivery), you must register for an account with Nekojam (“Nekojam Account”) and provide certain information about yourself as prompted by the Site registration form found on the Checkout, or Account page. The user represents and warrants that: (a) all required registration information provided by the user is truthful and accurate; (b) the user will maintain the accuracy of such information; and (c) the use of the Site by the user does not violate any applicable law or regulation or the terms of this Agreement.

The user is solely responsible for maintaining the confidentiality of your Nekojam Account login information. You are fully responsible for all activities that are associated with your Nekojam Account (including but not limited to any purchases, use of the Site, or correspondence from your account to Nekojam). The Customer consents to disclose personal information provided to Nekojam, to be provided to all staff, agents and representatives of Nekojam, service providers and contractors, including delivery representatives.


All items purchased from Nekojam are made pursuant to a contract with the Company’s appointed delivery vendors. This means that the risk of loss and title for such items passes to you upon our delivery to the carrier.

If you should find that your order arrives incomplete in whole or in part, please notify Nekojam via this contact form within 24 hours of delivery. Nekojam may, at its discretion, assist in the location of your order.

For Users who provide an Authority to Leave parcels unattended, the risk of loss and title for items purchased is passed to you when the delivery has been delivered and left at the indicated Shipping Address.


Nekojam allows orders to be canceled if their status displays as Pending Payment. Orders with other statuses reflected (etc. Processing, Awaiting Fulfilment) may not be canceled.

Exceptions for Duplicate Orders

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 a double charge on your payment mode, and duplicate orders in your account. Nekojam is not able to process charges on your card without your consent.

If you have erroneously made a duplicate order and payment, Nekojam and its staff can, at their discretion, assist with a cancellation provided the following conditions are met:

  1. The customer must make contact with Nekojam prior to dispatch of the order for delivery, for eligibility for cancellation.
  2. The customer agrees 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 a customer does not agree to pay the bank processing fee, then Nekojam shall not proceed with assistance with the order cancellation and will treat and fulfill the duplicate order as per normal.


Missing Items

If an order should arrive with missing items, this shall be brought to Nekojam’s attention within 7 days from the date of delivery.

Please note that missing items are considered exclusions from our Change-of-Mind 30-day return policy.

Defective Items

Nekojam offers a 7-day return policy on defective items or orders.

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

These items must be brought to our attention within 7 days from the date of delivery of the item.
Please note that defective items are considered exclusions from our Change-of-Mind 30-day return policy.

Change of Mind Scenarios

Customers may return items within 30 days from the date of delivery if they have changed their minds on these products.

To qualify for returns under this policy, the item must:

  • Remain unused in its original packaging and form
  • Not be defective in any form
  • (If it is a perishable product), have at least 6 months of shelf life remaining
  • Not fall into one of the following categories:
    • Sale items
    • Items specially indented for purchase (indicated as Available on Backorder)
    • Frozen and chilled products
    • Assembled cages, pet furniture, beds, carriers, enclosures, fountains, gates etc.
    • Collars, leashes, and harnesses (recovery collars included)
    • All other wearables
    • Hays

Please refer to the latest information available regarding returns and refunds here.


The user’s continued use of the Site constitutes an agreement of our Privacy Policy. Please view our Privacy Policy in accordance with the Personal Data Protection Act (PDPA) here with effect from 1 March 2019.

Updated: 16 Oct 2020

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