Nekokart Support Policy

At Nekokart, we are dedicated to ensuring that our customers have a seamless and enjoyable shopping experience. Our Support Policy is designed to provide you with clear guidelines on how to get assistance, what to expect from our support team, and how we handle various types of inquiries and issues. We are here to help, and your satisfaction is our top priority.

1. Customer Support Availability

Our customer support team is available to assist you during the following hours:

·         Sunday to Friday: 9:00 AM to 6:00 PM

·         Saturday: Closed

·         Saturday and Public Holidays: Closed

During these hours, our team is fully equipped to handle all types of inquiries and provide real-time assistance. Outside of these hours, you can still reach out to us via email, and we will respond as soon as possible on the next business day.

2. Contacting Support

We offer multiple channels for you to reach our support team, ensuring that you can get the help you need in the way that is most convenient for you:

·         Email: For non-urgent inquiries or detailed issues, you can email us at support@nekokart.com. We aim to respond within 24 hours during business days.

·         Phone: If you need immediate assistance, you can call us at +977-9808487313. Our phone lines are open during our business hours.

·         Live Chat: Our website features a live chat option that allows you to connect with a support representative instantly during business hours. This is ideal for quick questions or real-time troubleshooting.

·         Help Center: Our Help Center is available 24/7 and includes a comprehensive collection of FAQs, tutorials, and self-service options. You can often find answers to your questions without needing to contact support.

3. Response Time

We are committed to providing timely responses to all customer inquiries:

·         Email: Our target is to respond to all emails within 24 hours on business days. Emails received during weekends or holidays will be addressed on the next business day.

·         Phone: Calls are answered immediately during business hours. If all lines are busy, you can leave a voicemail, and we will return your call as soon as possible.

·         Live Chat: Response times for live chat are typically under 5 minutes during business hours. If chat is unavailable, you can leave a message, and we will respond via email.

4. Types of Support

Our support team is trained to assist with a wide range of issues. Here’s what we can help with:

·         Order Inquiries: We can help you track your orders, update or cancel them before shipping, and provide information on delivery times. If you haven’t received your order within the expected timeframe, we’ll investigate and provide updates.

·         Product Information: Whether you need more details about a product, want to confirm availability, or inquire about specifications, our team can provide accurate and up-to-date information.

·         Payment Issues: If you encounter any problems during the payment process, such as payment failures or unauthorized charges, we’ll work with you to resolve the issue. We can also assist with refund requests and guide our refund process.

·         Account Assistance: We can help with any issues related to your Nekokart account, including password resets, login issues, updating account information, and managing preferences.

·         Technical Support: If you experience any technical difficulties while using our website, such as page errors, navigation issues, or other technical glitches, our team will assist in troubleshooting and resolving the problem.

5. Order Issues and Resolutions

If you experience any problems with your order, such as receiving the wrong item, damaged goods, or missing items, we are here to help. Here’s how we handle these situations:

·         Reporting Issues: Please report any issues with your order within 7 days of delivery. You can do this by contacting us via email or phone with your order number and details of the issue.

·         Resolution Options:

o    Replacement: We will send a replacement item at no additional cost if the original item is incorrect or damaged.

o    Refund: If a replacement is not possible, we will issue a full or partial refund to your original payment method.

o    Return: For certain issues, we may ask you to return the item. In such cases, we will provide return instructions and cover the shipping costs.

·         Processing Time: We aim to resolve order issues within 5-7 business days from the time you report the problem.

6. Refund and Return Policy

For full details on how we handle refunds and returns, please refer to our Refund and Return Policy page. This includes information on eligibility, the return process, and timeframes for receiving your refund.

7. Escalation Process

If you feel that your issue has not been adequately resolved by our initial support response, you can request to have the issue escalated to a senior support representative. Here’s how the escalation process works:

·         Requesting Escalation: You can request escalation by replying to the email thread or asking the phone/chat representative to escalate your issue.

·         Review Process: A senior representative will review your case and provide a resolution plan within 48 hours.

·         Resolution: We aim to resolve escalated issues within 3-5 business days, depending on the complexity of the situation.

8. Feedback and Complaints

We greatly value your feedback as it helps us improve our services. If you have any feedback, whether positive or constructive or if you wish to file a complaint, please reach out to us at feedback@nekokart.com. We review all feedback carefully and use it to enhance our customer experience.

9. Privacy and Security

Your privacy is of utmost importance to us. We are committed to protecting your personal information and ensuring that your data is secure. For more details on how we handle your data, please refer to our Privacy Policy.

10. Changes to the Support Policy

Nekokart reserves the right to modify this Support Policy at any time. Any changes will be reflected on this page, and the “Effective Date” at the bottom will be updated accordingly. We encourage you to review this page periodically to stay informed about our support practices.

Effective Date: 2023/08/20

If you have any questions or need further assistance, please don’t hesitate to contact us. We’re here to ensure that your experience with Nekokart is as smooth and enjoyable as possible.