Frequently Asked Questions
Custom and personalized orders
• Personalization:
Nearly all of our designs are customizable! Change the colors, add a text, or change essentially any detail you like. Minor edits can be made without any extra charge, for more complex customizations we charge $15 per half hour of work needed for the customization.
• Custom Designs:
If you are looking for a specific idea for a design that's not available in our store, we might be able to create it, especially for you! Please contact us with any ideas you might have and we'll get creative. For custom work, we charge $15 per half hour of time required for the artwork.
• Custom Orders:
We can print your own image on any of our products, please contact us for the options.
A discount for high quantity orders is available
Do you ship worldwide and do you provide tracking?
Absolutely! We ship all over the world for affordable rates and always include tracking. Express shipping upgrades are also available.
Please note that for shipping to the United States, the delivery time to Alaska and Hawaii is longer than to then rest of the states.
There's a problem with the item I received
Please contact us as soon as possible and within 7 days from receiving your order. Please take a video when opening your package to ensure the contents are as stated and were not damaged in transit.
If your package arrived damaged, we will always offer a free replacement. Please make sure to take pictures of the packaging so we can file an insurance claim with the shipping carrier if needed.
If for any reason your item arrived with a production error, we will always offer a free replacement. Due to the risk of fraudulent disputes, we require an 'Unboxing Video' to see the state in which your item arrived.
If there are any other issues with your order. Please don't hesitate to contact us so we can discuss a suitable resolution.
I changed my mind, can I cancel my order?
All our products are Made-To-Order, meaning your product is made and printed especially for you! Therefore, we do not accept cancelations if your product has already been made, and kindly ask for your understanding. We only accept cancelations within 6 hours from when your order was placed or if your product has not entered the production phase yet. Please contact us as soon as possible. We do not accept returns for the same reason unless the product arrived damaged or if you received the wrong product.
Care instructions
Desk mat and Mousepad washing instructions:
Hand wash:
• Fill a tub with lukewarm water up to 35°C / 95°F water and mild soap
• Ideally use a mild detergent or soap without bleach or high acidity
• Use a soft brush or cloth to wipe off any stains
• Pre-dry the mousepad with a soft cloth and hang it out to dry afterward
• Do not leave the printed area in direct sunlight for long periods of time
• Air-dry only, avoid using a drying machine
• Do not iron, do not bleach
Machine wash:
• Use a low temperature setting up to 35°C / 95°F
• Use a mild detergent without bleach
• Use Slow tumble/Delicate settings
• Optimally use a laundry mesh bag
• Follow the same drying instructions as stated above
I found some of your products on Amazon and other websites, how come?
Please beware of copycats! 😾
There are a number of copycat stores here on Etsy and on other websites who are selling counterfeit ©DeskNeko products. Our only official sale channels are ©DeskNeko on Etsy and www.DeskNeko.com. Other stores using our name or images are taking screenshots of our designs and selling low-quality knock-offs. If you come across a store abusing our name and/or images, please let us know and we’ll award you with a discount for your support if it's a store we weren't aware of yet. ❤
