Ninja Packs - Frequently Asked Questions (FAQ)

1. Where can I buy Ninja Packs ?

Online
Ninja Packs are available here, on this website. You will be able to purchase XS, S and M sizes either per bundle of 5 or 20.

At our partners' shops
Ninja Packs (S and M size only) are available individually at our official retailers islandwide.

1. I would like to buy Ninja Packs online. How much do I have to pay for it to be delivered to my doorstep ?

As per our terms of service (section 8), our delivery policy is as per following :
- Every order below $50 : $1.90 delivery fee
- Every order from $50 : free delivery

1. I bought Ninja Packs online, how long do I have to wait to receive them ?

For online purchases, your Ninja Packs will be prepared by our fulfillment team within 1 working day upon reception of your payment (except for Cash on Delivery), and delivered to you within the next 3 working days. Please use the tracking link provided in your email to follow the status of your delivery.

1. I would like to order Ninja Packs online now. How do I make payment ?

We currently offer 4 payment options for online orders :


- Debit/credit card (via Omise payment)
- PayNow *
- Cash on Delivery

* By choosing to confirm your order via PayNow payment, you will need to manually transfer the total amount to our account within 30 minutes (UEN: 201412014ECB1). Please provide your name and order reference for quicker processing. Please note that your order will not be prepared until your payment is reflected on our bank account, which typically takes 1 to 2 working days. Hence, if you are looking to have your Packs delivered quickly, please consider another payment method.

1. How do I receive my invoice?

Your invoice can be downloaded directly from the confirmation email you have received once your order has been confirmed.

1. I did not receive any confirmation email.

If you didn’t receive an email, it may have been filtered to your junk or spam folder. If you are unable to locate the confirmation email in your spam/junk folder, please email to sg-ninjapack@ninjavan.co

1. I ordered my Ninja Packs through Lazada/Shopee? How do I receive my invoice?

For purchases via Shopee, there is no official receipt/invoice however you will receive an Order Confirmation Email (OCE) within 24 hours after successfully placing your order. You may use this as proof of purchase. The OCE will be automatically sent to your email address verified to your Shopee account. Please check in your spam folder if you have not received it. If you have not provided a verified email address, you can request for the OCE manually from Shopee’s Customer Service Team through Shopee App, by tapping on Me and Chat with Shopee. If your payment was made through ShopeePay, refer to the ShopeePay payment history as proof of transaction.

For purchases via Lazada, a copy of the invoice will be sent to your email within 24 hours upon delivery of Ninja Packs. Please check in your spam folder if you have not received it. If you did not receive the invoice, you may fill up an invoice request through lazada website upon logging in to your account.

1. I would like to purchase a large quantity of Ninja Packs. Can I obtain a discount / corporate rate ?

No.
Ninja Packs purchased on our website per bundle of 20 are already inclusive of a bulk discount as well as free delivery to your doorstep. Therefore, no further discount can be offered.

1. I have a discount code for Ninja Packs, how can I use it ?

Simply place your Packs in your cart and proceed to checkout. On the checkout page, you will find a field where to key in your discount code. Click the "Apply" button to apply the discount before validating your order.

1. My discount code is not working/valid, can you help ?

Please make sure to read the terms and conditions of the discount code you are trying to use : very often, these codes are limited either in quantity, in time (valid within a given period of time), to one use per person, etc. If you need further assistance, please reach out to us at sg-ninjapack@ninjavan.co.

1. I am a new user, I don't know how to use my Ninja Packs. Could you help me ?

Sure thing!
To help you get started, please visit our tutorial page here for a step-by-step guide. You'll be set in a couple of minutes, it's that simple!

1. Do I need to write anything on the Ninja Pack ?

No.
It is not mandatory, but if you wish to write anything on the Pack, feel free to. We will only use the information you key in during the order creation process in your Dashboard to deliver your Ninja Pack to their recipient. If unfortunately the delivery is still unsuccessful after 3 attempts, we will also use the return address you provided in your Ninja Dashboard to return the Packs to you.

1. Can my recipient see my return address ?

No.
Unless you manually write it on the Ninja Pack, your recipient won't be able to see your return address. This information, required in the order creation process in the Ninja Dashboard, is only accessible to you and Ninja Van.

1. Do I need to purchase a stamp or anything else to ship with Ninja Packs ?

No.
Ninja Packs are not only simple polymailers, they are postage paid polymailers. It means that the delivery service is already included in the price, you won't be required to purchase a stamp or anything else to use it. No extra cost to expect.

1. Can I send goods outside of Singapore with Ninja Packs ?

No.
Ninja Packs can exclusively be used for domestic deliveries in Singapore, and there are a few restricted areas to which we cannot deliver : please read the "Restricted Zone" section below for more details. If you are looking to ship goods overseas, please get in touch with our Sales team at sg-sales@ninjavan.co.

1. Are there goods Ninja Packs cannot deliver ?

Yes.
Ninja Packs are not suitable to ship every kind of goods. Please read the section "Prohibited Items" below for more details.

1. Can I send fragile goods with Ninja Packs ?

If you decide to ship fragile goods with Ninja Packs, we warmly advise you to follow our packaging guidelines (read below) to ensure your goods arrive in a good condition. You may also consider overpacking individually your fragile goods in bubble wrap as well as a carton box, which you can seal in a Ninja Pack. As our sorting process is partially automated, please note that we can not fully ensure that your goods will not be damaged.

1. Do I need to print out an airway bill to use my Ninja Pack ?

No.
Ninja Packs do not require an airway bill. We will only use the QR code on your Packs to access the required information for sorting and delivery.

1. Do Ninja Packs have an expiry date ?

Yes.
Every Ninja Pack comes with an expiry date, which is indicated right next to the Pack's tracking ID (QR Code). The usage period is typically >12 months from the date of purchase.

1. How does Cash on Delivery with Ninja Packs works ?

When creating the Ninja Pack order (on your Ninja Dashboard), you can input the amount which you wish for our driver to collect from your customer in the COD section. Our driver will collect the stated amount from your customer upon delivery. At the end of the month, we will consolidate the total COD payment and transfer it to your bank account.

1. Does Ninja Van charge a fee to collect Cash on Delivery ?

Yes, a $1 fee + GST or 3% fee + GST (whichever is higher) will be charged to you. This amount is directly deducted from the next payment to your bank account.

1. How do I share my bank details with Ninja Van ?

After consolidating the total COD payments collected for you, we will reach out to you via email to confirm the amount and request for your bank details.

1. How long does it take to get my money back transferred on my bank account ?

At the beginning of the following month, we will consolidate the total COD payments collected the past month and reach out to you to confirm the amount to transfer. Upon your confirmation, the money will be reflected in your account within the next 3 working days.

1. Can Ninja Van come to collect / pickup my Ninja Packs directly from my place ?

No.
Ninja Packs are not eligible for home pickup, therefore cannot be collected from you. They will need to be dropped off at one of our drop-off points.

1. Where can I drop-off my Ninja Packs ?

You can drop-off your Ninja Packs at over 600+ drop-off points within our extensive network in Singapore. Locate the nearest drop-off point to you with our drop-off points locator.

1. I went to one of Ninja Van's drop-off points, but I could not drop off my Ninja Packs because it was full.

Unfortunately, because of limited space, there is a maximum capacity for each of our distribution points. Please proceed to another drop-off point nearest to you, or try again the next day.

1. I have a large number of Ninja Packs to drop-off at once. Where can I bulk drop off ?

Because of space restrictions, most of our partners won't be able to accept a large number of Ninja Packs dropped off at once. If you are in this situation, please reach out to us immediately at sg-ninjapack@ninjavan.co so our team can advise your accordingly.

1. When would my parcels be picked up from the drop-off point?

Parcels are supposed to be picked up from the drop-off point by the next working day. Our partner points' staff are requested to scan the parcel directly upon drop off. Please make sure they do so, as this scan triggers the pick up instruction to our drivers. If you experience any issue with our partners' staff, please do reach out to us immediately at sg-ninjapack@ninjavan.co.

1. How can I track the Ninja Packs I have purchased online ?

To follow the status of your Ninja Packs, you can either :
- Use the tracking link that has been sent over to you via email once your order has been confirmed and prepared.
- Visit our tracking page and key in your tracking ID to find out exactly where your Ninja Packs are.

1. I need my Ninja Packs very urgently. Can you deliver them quickly ?

We are currently not able to address express delivery requests. Rest assured that our team always does its best to fulfill Ninja Packs orders as early as possible (within 1 working day after confirmation). From then, it takes typically an extra 1 to 3 working days to reach your doorstep. If you need your Packs very urgently, you may want to consider purchasing a few from our retail partners.

1. How can I track the Ninja Packs I have sent to my customer ?

If you (or your customer) are looking to know what is the status of a delivery via Ninja Pack, simply visit our tracking page and key the tracking ID of the Ninja Pack you're looking to locate.

1. How long will my customers/parcel recipient will have to wait till they receive their parcels?

After we pick up your Ninja Packs from our drop-off point, they will be delivered to your recipient within 1 to 3 working days, anytime between 9am-10pm.

1. My recipient wasn't at home to receive his/her parcel. What happens next ?

Every Ninja Pack comes with 3 free delivery attempts. If your recipient isn't available to receive your parcel the first time, we will try to deliver the Ninja Pack again 2 more times. Your recipient will be able to instruct our driver to leave the Pack in a safe place by providing a safety code previously sent to your recipient. If the parcel is still undelivered after 3 tries, we will proceed to return the Ninja Pack to you.

1. I have an urgent delivery. Can I request for a next day service ?

Should you require urgent deliveries, you can use our door-to-door next day services. Please drop us an email at sg-sales@ninjavan.co to find out more.

1. I accidentally bought the wrong size of Ninja Packs. Can I ask for an exchange or a refund ?

As stated in our terms of service (section 9), Ninja Packs can not be refunded regardless of the Packs' size, and the size of the bundle. However, Ninja Packs XS size can be exchanged to either S or M sizes, under a few conditions. Ninja Packs S can also be exchanged to M, under the same conditions. For every exchange, an admin fee will be charged. Please refer to our terms of service for further information. If you wish to proceed with an exchange, please do reach out us at sg-ninjapack@ninjavan.co for further information.

1. One of my Ninja Packs came without tracking number. What can I do ?

In rare occasions, you may be delivered one or several Ninja Packs without a tracking ID label (QR Code). In this event, kindly reach out to us at sg-ninjapack@ninjavan.co and provide us with :


- A picture of the Pack(s) which came without tracking ID
- Your original order number (included in your order confirmation email, i.e. Order #10566.)

Upon reception, we will provide you with a replacement tracking ID so you can use this Ninja Packs. Please note that you will need to print out an airway bill, and tape it on your Ninja Pack. The process is very simple :


- Just create your order as per usual
- Head to "Order History" --> "View Orders" --> find your order and hit "Print out airway bills" to print out the airway bill
- Tape it on the Ninja Pack
- You are good to go! You can now proceed to drop off as per usual

1. One of my Ninja Packs has an "invalid tracking number". What can I do ?

Your Ninja Packs' tracking ID starts with "NINSG..."
Before reaching out to us, please attempt to follow the procedures below as they usually solve most of the problems.

1. Instead of our mobile app, try to create your order on our desktop version of Ninja Dashboard.
2. Double check under the "Order History" tab if any order is tied to the tracking ID you're trying to use. Occasionally, your order may have be created without the system to inform you accurately.
3. Proceed to a hard refresh. On a computer operationg Windows, hold down Ctrl and ⇧ Shift and then press R. On a computer operating Mac OS, hold down ⌘ Cmd and ⇧ Shift and then press R.

If, after attempting the procedures above, your problem hasn't been solved, please reach out to us at sg-ninjapack@ninjavan.co and provide us with :

1. - Your Ninja Pack tracking ID
2. - A screenshot of the issue you are facing
3. - A screenshot of the error message you are prompted (if any)
4. - A rough estimate (date, time) of when the issue happened

1. As part of our continuous efforts to improve Ninja Packs and our deliveries, we will be upgrading our operational processes. From 30 June 2020 onwards, Ninja Packs with old prefix NVPST will no longer be valid. As such, you will not be able to create new orders using these old packs.
   
   Shippers will be required to create a Lite Account in our Dashboard Portal to create the Ninja Pack orders. You may wish to take note that you may use the same email address as your current SG_NP account to create a new LITE account via this link.
   
   To continue using Ninja Packs services smoothly, we urge all users to migrate to Ninja Packs with new prefix NINSG. Hence, we will be providing a free 1-1 exchange for NVPST packs to the new NINSG packs. If you would like to proceed with an exchange, kindly fill up our exchange form to initiate the exchange process.

1. I ordered a bundle of 20x Ninja Packs and received only 19. What can I do ?

In rare occasions, you may be delivered the wrong number of Ninja Packs. If you are missing one or several Ninja Packs, please reach out to us at sg-ninjapack@ninjavan.co and provide us with :

- Your original order number (included in your order confirmation email, i.e. Order #10566.)
- How many Packs and which size are missing

1. My recipient received the goods damaged. How can I claim Ninja Van's liabity ?

In accordance with our Ninja Packs Terms and Conditions, in the event the contents of a Ninja Pack are lost or damaged as a result of Ninja’s poor handling of the Ninja Pack ., Ninja Van shall be liable for no more than the value of the parcel or SGD$50, whichever is lower. The reimbursed amount is inclusive of the cost of the Ninja Pack used and no replacement pack shall be provided. To claim liability, please reach out to us at sg-ninjapack@ninjavan.co and provide us with :

- The damaged Pack's tracking ID
- Pictures of the damaged Pack and the good it contained
- Original invoice to certify the value of the goods

As per our Ninja Packs Terms and Conditions, the maximum amount to be refunded is SGD50, inclusive of the cost of the Ninja Pack.