Frequently asked questions

For products that are "checking stock," this is displayed when we have reached the planned sales quantity and are considering additional sales, or when there is a cancellation due to non-payment and there is a possibility that the remaining quantity will be resold.

Therefore, you cannot purchase an item while it displays "Checking stock."

In addition, the timing of resale is irregular, so we are unable to answer any inquiries.
Please note that if we are unable to secure stock, the display will be changed to "SOLD OUT."

It is possible that you have settings set up to receive emails from designated domains.
Please set it up so that you can receive emails from noreply@sr-nekokiosk.com.
In addition, the order confirmation email is sent automatically from the system, so if you do not receive it, it may be that your settings do not allow you to receive "emails sent from the system", "emails containing URLs", "automatically sent emails", etc. Please check your reception settings.
If you do not receive an order confirmation email, please check your order details in the "Order History" section of your [My Page].

We apologize for the inconvenience, but please check your email reception settings.

Once an order has been completed, it is not possible to add/change order details, change the payment method, or cancel the order.
Please consider carefully before placing your order.

Please select "Same as shipping address" here.
Even if you select [Use a different billing address] and change your address, we will not send an invoice to the changed address.
Please be aware of this in advance.

This is a payment agency service.
If you wish to pay at a convenience store, please select this option when choosing your payment method.

You cannot change the delivery address yourself after you have completed your order.
Please be sure to contact us by email using the inquiry form with the following information:

・Order number ・Subject: Please write "Request to change delivery address" ・Inquiry details: Please write "Name, postal code, address, and phone number used at time of order" and "Name, postal code, address, and phone number of new address"

We will notify you once the change process is complete.
If you do not receive a reply within three business days (excluding weekends and holidays), please contact us again using a different email address.
Please note that once we begin preparing your order for shipping, we will not be able to accept any changes.
*It is not possible to change the delivery address to a delivery company office, post office, or convenience store.

We accept credit cards and convenience store payments.

The number required for payment will be displayed on the screen when you complete your order.
You will also receive an automatic email from KOMOJU with the payment number. *This email was sent from "no-reply@komoju.com".
If you did not take a note of your payment number when you completed your order, and were unable to receive emails from KOMOJU due to domain settings, etc., you will not be able to confirm your payment number. Please place your order again.

If the payment deadline has passed for any reason, we will not be able to accommodate you.
In that case, we will cancel your order and you will need to place a new order.

Once the payment is complete, KOMOJU will send you an email to notify you that your payment has been completed.
If you have email reception settings, please disable the "@komoju.com" filter and set it up so that you can receive emails from no-reply@komoju.com.

Payment will be made after your order is placed, so please check the withdrawal date listed on your statement for the month following the month in which you placed your order, or the month after that.
The name will be shown on your card statement as "SR Nekoyanagi Main Line Cat Kiosk."
Payment can only be made in a lump sum.

Even if your order is cancelled due to payment expiring, the payment status will be displayed as [Pending].
Please click on the order number to see the cancellation date.

Products that do not have a shipping time listed on the product detail page will be shipped within 10 business days (excluding Saturdays, Sundays, and holidays) after payment is confirmed if the payment method is convenience store payment (KOMOJU), or within 10 business days (excluding Saturdays, Sundays, and holidays) after order confirmation if the payment method is other than convenience store payment.

*This is "shipping" and not "arrival", so the actual number of days it takes for delivery will vary depending on your area and transportation conditions.
*We cannot accept requests for specific delivery dates and times, delivery methods, or special packaging for gifts, etc.
*Products will be delivered by Yamato Transport, Sagawa Express, or Japan Post. You cannot specify the delivery company.

Once your order has been shipped, you will receive an order completion email.
The email will include the shipping company and inquiry waybill number, so you can check the shipping status yourself.
You can also check the shipping status in "Order History" under [Member Information].

If you are not at home when your order is delivered, please follow the instructions on the delivery slip left by the delivery company to receive the item.
If you do not receive the item within the storage period, it will be returned to the sender. Please note that you will be responsible for any shipping fees incurred when re-shipping the item.
If you have not received your order within 3 weeks of your order date (or the expected delivery date for pre-order items), please contact us using the inquiry form on our website.

We cannot accept any returns as orders will be shipped based on order number.

We cannot accept requests for specific receipt dates and times or delivery companies.

Please send a photo of the defective product to the email address below within 7 days of receiving the product.

Once we have confirmed that the product is defective, we will exchange it for the same product.
Please note that we do not accept returns.

*We cannot accept exchanges in the following cases: - Products that have been used - Products that have been purchased more than 7 days ago - Products that have been damaged or soiled while in the customer's possession - Products with minor manufacturing defects that are generally considered to be within the range of acceptable quality

Please enter "SR猫柳本線 猫キヲスク Regarding the initial defect" in the subject line of your email, and then include the following information in the body of the email:
・Order number ・Name of the person who placed the order ・Product name ・Size ・Color ・Defective condition

[Email address]
support@sr-nekokiosk.com
*We accept inquiries 24 hours a day, but replies will only be sent on weekdays. *We will reply within approximately 3 business days (approximately 3 days excluding Saturdays, Sundays, and holidays).
If you do not receive a reply email, this may be due to your email settings, so please contact us again using a different email address.
If you receive the email via gmail, it may have been automatically sorted into the spam folder, deleted folder, or other folder. If you do not receive the reply email in your inbox, please check each folder.

You will collect your product at the venue you selected when placing your order, on the date and time you selected.
Please come to the pick-up counter at the venue.

*The "reservation service" is only available to those who are able to attend the performance venue and date and time selected when placing their order.

When receiving your product, please prepare the following items and present them at the reception desk when you arrive at the venue.
If you do not have it, we will not be able to give you the product, so please be sure to remember to bring it with you.

① Official identification card (driver's license, health insurance card, student ID, etc.) that can verify your identity
② "QR code" issued after order is confirmed
You can also receive your ticket by presenting a screen capture or printout of the QR code.
You can check the QR code by selecting your order number from the order completion notification email [View order] or from [Purchase history] on your My Page.

*If you are unable to come to the venue on the day and are unable to collect your tickets, they will be sent to you by cash on delivery after all performances have ended.
Please note that we cannot combine multiple orders into one shipment.

* Regarding cash on delivery, shipping charges will be charged at actual cost, not at the flat rate of the online store. The shipping company will calculate the cost based on the shipping distance, size of the package (size and weight), and shipping method.
・For areas where cash on delivery is not available (such as remote islands), please transfer the shipping fee in advance by bank transfer, and the item will be shipped after payment has been confirmed.

The "reservation service" can be used even by those who do not have a ticket for the performance.
It doesn't matter which time period you choose.

You can collect your item by coming to the venue's pick-up counter on the date and time you selected and presenting the QR code displayed in your order history.

There is a limit to the number of people who can apply. Also, there is a limit to the number of items that can be sold for each product.
Please note that reservations are closed for dates and times that cannot be selected.

*If you make a request for a different date and time after applying for an available date and time, we will not be able to change it to a different date and time. Please do not apply for a date and time that you are unable to receive.

We cannot accommodate any cancellations, changes to date and time, quantity, size, color, payment method, or adding products.

Even if you contact us in advance, we cannot change the date and time.
Please refrain from contacting us regarding changes to the date and time.

*You can only redeem your ordered items on the date and time selected when placing your order. (You cannot receive your items on a date and time other than the one selected when placing your order for any reason.)

*If you are unable to receive your order on the date and time selected, we will ship it to you after the performance with shipping charges paid by you.

Please rest assured that we will accept your order at the venue.

*If the performance is cancelled due to unavoidable circumstances such as a natural disaster, the item will be sent by courier service, so please be aware of this beforehand.

There may be an error in your registered email address.
Please fill in the following information and contact us with your inquiry at least two business days before the performance.

・Order number ・Name ・Registered address ・Registered phone number

*If you contact us after two business days prior to the performance, we may not be able to respond in time for the day of collection at the venue. Please consult with a staff member after you arrive at the venue's collection desk.

You can also take a screenshot of the QR code or print it out on paper.

If you bring a screenshot or print it out on paper, please make sure the "receipt date and time," "order number," and "QR code" are all visible.

The date and time slot you selected reached its limit just before payment was confirmed, and we sent you a message stating that your order could not be accepted. However, you did not reselect a date and time slot and instead confirmed your order, which means that you were unable to select a pickup date and time.
We will accommodate your request on the date and time slot you originally selected, so please inform a member of staff when you arrive at the collection counter.

In order to reduce congestion around the venue, only customers who purchase tickets will be allowed in. Please ask your companions to meet outside the venue area.
However, if for some reason your companion is unable to wait alone, they may accompany you with confirmation from a staff member.
We are unable to provide any assistance even if you contact us in advance, so please speak to a member of staff at the venue's collection desk once you arrive.

For any reason, you will not be able to receive your order on a date or time other than that selected when placing your order.

If you are unable to collect your order on the date and time you selected, we will ship it to you after the performance (shipping charges will be collected upon delivery).

After collecting your pre-ordered items for pickup at the venue, please proceed to the entrance of the live venue.

*For information on changing the date or time, please see "I made a mistake with the date or time. Can you change it?"

If there are a large number of customers accessing the site, we may restrict access to the payment page.
When it is your turn, you will be taken to the payment screen, so please wait a moment.
In addition, updates may take some time during periods of heavy access or unstable communication conditions.
The devices will connect one by one, so please wait without repeatedly pressing buttons or refreshing the screen.

*If the payment screen does not appear even after waiting for 10 minutes or more, it may be that you are not connected properly due to communication conditions, etc.
Please check your purchase history and start the process again from the beginning.

We do not provide plastic bags to put your items in. If you need any, please bring your own.

We will exchange it for a good product at the venue on the day.
Exchanges will not be accepted after the merchandise sales have ended on the day of the performance or the following day, so please be sure to check the contents when you receive your item.

Exchanges will not be accepted in the following cases: - If the request is made after the end of merchandise sales on the day of the performance or the day after - Products that have been used - Products that have been processed or repaired by the customer - Products that have been damaged or soiled by the customer - Products with minor manufacturing scratches that are generally considered to be within the range of acceptable quality

If you are unable to come to the venue on the day and are unable to collect your tickets, they will be sent to you by cash on delivery after all performances have ended.
Please note that we cannot combine multiple orders into one shipment.

No individual application is necessary.
If the item is not received, it will automatically be shipped.

Once the exact shipping date has been decided, we will inform you via email etc.

* Regarding cash on delivery, shipping charges will be charged at actual cost, not at the flat rate of the online store. The shipping company will calculate the cost based on the shipping distance, size of the package (size and weight), and shipping method.
・For areas where cash on delivery is not available (such as remote islands), please transfer the shipping fee in advance by bank transfer, and the item will be shipped after payment has been confirmed.

There have been many cases of problems caused by ordering or receiving items on behalf of others. We are not responsible for any problems between customers. Please make sure to order and receive items yourself.

If you have forgotten your password, you can check it from the [Login] page.
After accessing the [Login] page, click the [Forgot your password?] button, enter your registered email address, and then click the [Submit] button.
An email titled "【SR猫柳本線 猫キヲスク】Password Reset" will be sent to your registered email address, so please check it.

We aim to respond within three business days (excluding Saturdays, Sundays, holidays, New Year's holidays, and summer holidays).
If you have not received a reply email even after waiting that long, please contact us again from a different email address as this may be due to an issue with your email reception settings.

Furthermore, we will read all emails containing opinions, requests, comments, etc., and use them as a reference for future operations.
Please note that we will not reply to your inquiry.

*Replies to inquiry emails will be sent from "support@sr-nekokiosk.com".

*Even if you send an inquiry email to the automated email address "noreply@sr-nekokiosk.com", we will not be able to confirm the content or reply to you as this is a delivery-only address.

*Please contact us well in advance regarding any inquiries regarding ordering.
Please note that we may not be able to respond in time to inquiries made the day before or on the day of the order deadline.

<For Gmail users> If you receive the email via Gmail, it may have been automatically sorted into the spam folder, deleted folder, or other folder.
If you do not receive a reply email in your inbox, please check each folder.

If you have checked the [Frequently Asked Questions] but your question is not resolved, please contact us using the email form.

If you have already placed an order, please be sure to let us know your order number.
*Please refrain from making inquiries regarding anything other than mail order.

SR猫柳本線 猫キヲスク
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24-hour reception, but replies will only be sent on business days (weekdays excluding weekends, national holidays, year-end and New Year holidays, and summer holidays)