FAQs
About My Page
A. You can view it from My Page.
A. For changes to your email address, please contact our support center.
We apologize for the inconvenience, but please provide your "old" and "new" email addresses in the following format via our contact form or chat.
Old email address:
New email address:
Q. You can unsubscribe from our email newsletter by clicking "Unsubscribe" at the bottom of the email.
You can resubscribe by entering your email address in the footer (bottom) of the website under "Enter your email address to get the latest updates!"
Regarding your order
A. Please check your registered email address on My Page under "Member Information / Email Address" to ensure there are no errors. If you have domain-specific email settings, please configure your settings to receive emails from "@poponeko.jp."
If you are unsure, please contact us via the inquiry form for further investigation.
A. Yes, this is possible if the item has not yet been shipped. Please contact us via the inquiry form or chat.
Please note that depending on the shipping status, it may not be possible to cancel the order.
A. If you have entered an incorrect shipping address for your order, please contact us as soon as possible. If the order has not yet been prepared for shipping, we can change it to the correct address.
Before shipping
- Please inform us of your "order number" and "correct address" via the inquiry form or chat support.
- We will correct it immediately and arrange for delivery to the correct address.
After shipping
- If shipping has already been completed, it will be handled as a redirection process with Yamato Transport.
- Please note that the recipient will be responsible for the shipping fees incurred for redirection.
A.Currently, the Poponeko official online shop does not offer a dedicated gift wrapping service.
However, our products are delivered in special packaging perfect for gifts, so they can be used as presents as they are. The design is intended to add color to the special moments shared between cats and their owners, so you can confidently use them as gifts as they are.
Furthermore, no delivery slips with prices are included. This ensures peace of mind even if you wish to deliver the gift directly to the recipient.
A. Yes, that is possible. You can specify a delivery address other than your home. For example, you can specify your workplace or a friend's address.
A. We currently ship to the following regions:
- United States
- Canada
- Europe
- Australia
- Taiwan
- Hong Kong
- Singapore
- South Korea
Regarding payment
Regarding deferred payment (Paidy), we can inform you that by around the 3rd of the following month, after the end of the current month, Paidy will send you a billing notification via email or SMS. We recommend that you pay at a convenience store or via bank transfer, following the instructions in that message.
For more detailed information, please refer to the page below.
A. Please see the following page.
Regarding the product
A. We sincerely apologize for the out-of-stock item. The restock date and resale date vary depending on the product that is out of stock. For some out-of-stock items, you can register for a restock notification, and we will notify you by email when the item is back in stock.
Please note that some items may be discontinued due to the discontinuation of fabrics or materials. Additionally, items that are discontinued will be removed from the product list on the website without prior notice.
A. Please refer to our size guide for detailed instructions on how to choose and measure your size.
A. Here's how to attach bells, ID tags, and charms to the collar.
1. Check the split rings
- Bells, ID tags, and charms come with split rings already attached.
- These split rings are the parts used to attach them to the collar.
2. Attaching to the collar
Normal collar: Thread the split ring through the buckle
Chouchou collar: Thread the split ring through the jump ring
3. How to attach
- You can open the split ring with your fingers and attach it.
- For even easier attachment, using the separately sold "Split Ring Opener" is convenient.
4. Requesting attachment at the time of order shipment
If you wish for bells or ID tags to be attached before shipment, please indicate this in the "Notes" section on the order screen.
A. Yes, this is possible at the time of your order. We can change the buckle to a color different from the product image. Please enter the following message in the "Notes to shop" field on the cart screen when placing your order.
Example: Cat collar tartan check red M size, change buckle to silver
Notes:
- Available colors for changes are gold, silver, and antique gold.
- We cannot accept exchanges after the order has been completed.
A. Unfortunately, we do not accept orders for custom sizes at our shop.
If you are unsure about sizing
If you're worried about whether a product will fit your cat, please don't hesitate to contact us. We'll be happy to help you choose the right size for your feline friend.
A. No, it cannot be removed as it is attached with a special adhesive that is harmless to cats. It may come off if pulled strongly or due to age-related deterioration, but it may leave a mark.
A. Please see the following page:
A. We apologize, but we do not offer repair services. We sincerely regret to inform you that we do not perform repairs as there is a possibility that doing so could compromise the original quality (such as strength) of the product.
At Poponeko, we prioritize the safety and comfort of cats above all else, and therefore officially "do not recommend" attaching anti-loss tags (smart tags) such as AirTags to collars.
We understand the deep love of owners who wish to prepare for the unlikely event of their cat escaping or getting lost, but we ask that you refrain from using them on your cat for the following safety reasons:
[Four Reasons Why We Do Not Recommend It]
-
1. It can cause strain and stress on your cat's neck.
Poponeko collars are made with a focus on "lightness" and "gentleness" so that cats forget they are even wearing them. An AirTag alone weighs approximately 11g, and even more with a dedicated case. This weight can put a significant strain on a small cat's neck, potentially causing hair loss, skin inflammation, or health problems due to stress. -
2. There is a risk of life-threatening accidents, such as accidental ingestion of button batteries.
AirTags contain button batteries (coin-cell lithium batteries). If the safety adjuster activates and the collar comes off, and your cat plays with and chews on the AirTag, accidentally ingesting the battery, it could lead to an extremely serious, life-threatening accident, such as chemical burns in the digestive tract. -
3. It may affect the function of the safety buckle (safety collar).
Poponeko collars use a "safety buckle" that releases when strong force is applied if the collar gets caught on something. Attaching an AirTag or its case could cause the collar to come off more easily due to the weight in daily use, or conversely, the case could get caught on an obstacle, preventing the collar from releasing properly and increasing the risk of serious accidents such as strangulation. -
4. Apple also does not recommend it for use on pets.
Apple, the developer of AirTag, has officially stated that "AirTag is a device for finding 'items' such as keys and wallets, and not for tracking pets or children."
[A Request from Poponeko]
The safest and most reliable measure to protect your cat from getting lost is to "thoroughly implement measures to prevent escapes indoors."
And in case your cat does get outside, we recommend "attaching an ID tag (or name sticker, etc.) to the collar" so that whoever finds them can contact you immediately, and also "having a microchip implanted" at a veterinary clinic as a more reliable form of identification.
Poponeko will continue to create safe and stress-free collars that cats do not dislike. We kindly ask for your understanding and cooperation in protecting the safety of your beloved family cat.
Usage Guide
Did that resolve your issue?
If the issue persists, please contact Poponeko Customer Support.
Inquiries by email
Inquiries by chat
Please send us a message via the chat icon in the bottom right corner of the screen. We'll be happy to assist you. Business Hours: 9:00 AM - 5:30 PM (Closed on weekends and public holidays - Japan Standard Time)
Media and partnerships
For interview requests, please use the inquiry form to provide us with the details. Our public relations representative will contact you.
If you are interested in collaborating with us, please contact us with details via our inquiry form. We will review your submission and a representative will contact you. Please note that we are not currently seeking wholesale partners for product sales.
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