FAQs

Yes. Everything on the site is picked for cats and their needs. Just for cats.

Anything your cat eats goes through our vet panel before it goes live. Toys and other non-food items go through our own safety checks: non-toxic materials, no choking hazards, no sharp edges, and sign-off from both founders.

We don't select a product just because it is marketed towards cats. We don't stock something just because it's marketed at cats. Every product goes through a 5-step curation process. You can read it in How We Work

Every product is checked for materials, sourcing and safety, and signed off by both founders before it goes on the site. If something ever turns out to be unsafe, we'll be the first to tell you.

If you come across a product on this platform which you have found to be unsafe, let us know and we will get on it right away. 

Not yet. We're launching with toys and essentials. Food comes after our FSSAI licence is approved, and every food product goes through our vet panel first.

Monday to Friday, 10 AM to 5 PM and on Saturday 10 AM - 1 PM. Write to us at hello@thenekostore.com or WhatsApp us at 7702617761 and you’ll receive a response from an actual human.

You can return an item within 7 days of delivery if it arrives damaged, defective, unfit for use, or isn't what you ordered. We don't accept change-of-mind returns unless the product page says otherwise.  Full details are in our Returns and Refund Policy

You can cancel any time before it's dispatched, from Orders in your account or by emailing us. The refund comes as Store Credit instantly, valid for 2 months. Once an order is dispatched, it can't be cancelled, but you can still return it after delivery if it's eligible. 

To change an order, cancel it and place a new one before it ships.

We do not charge any cancellation fee 

That's on us. Tell us within 24 hours of delivery, with photos or a video of the package and what's inside. We'll get back to you within 7 business days.

No, we're online only and deliver across India.

It's Rs 49 per order. Orders over Rs 999 get free delivery.

If we cancel your order, or you cancel before dispatch, you get a full refund of what you paid, including the delivery fee.

No.

Cats are picky, and that's part of living with them. Try to select toys based on your cat’s play style and interests and try one to see if your cat takes to it. Returns are for damaged, defective, unfit or wrong items only.

Information related to this is directly available on the product page itself.

Some items are not eligible for return due to hygiene and safety reasons. You can find our complete returns and refund policy here

UPI, Credit Cards, Debit Cards, Wallets, Pay Later, and Net Banking

We're prepaid only at launch, so there's no Cash on Delivery for now.

For any cancelled order, the refund amount will be equal to the amount paid by you i.e. excluding the savings through coupon code(s).

Once we approve your return, you choose: Store Credit, issued instantly and valid for 2 months, or your original payment method, processed within 7 business days of approval. Your bank may take a little longer to show it.

If it's been more than 7 business days with no update, write to us.

Orders placed before 1 PM are dispatched the same day, and later orders go out the next business day. Delivery takes 5 to 7 business days across India. 

In Hyderabad, we offer same day delivery for orders placed before 1 PM and next day delivery for the rest.

Not yet. We only ship across India for now.

Once your order ships, we'll send the tracking details by email, or WhatsApp if you've agreed to it.

Message us and we'll chase the courier and keep you updated until it arrives.

Tell us right away. We'll raise it with the courier and stay on it until it's resolved.

Not at the moment.

Mau 😺