Ninja Packs - Frequently Asked Questions (FAQ)


Ninja Packs help

Find answers to the most commonly asked questions about Ninja Packs right here!


  1. Where can I buy Ninja Packs ?

  2. Online
    - Ninja Packs XS are exclusively available on this website, in bundle of 20.
    - Ninja Packs S are available in bundles of 5 and 20.

    At our partners' shops
    Ninja Packs (S size only) are available in single pieces at 100+ locations islandwide*.

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

  4. We currently offer 4 payment options for online orders :
    - Debit/credit card (via Omise payment)
    - PayPal
    - PayNow
    - Cash on Delivery
    Please note that Paynow payment typically takes 1 to 2 working days to be validated. Hence, if you are looking to have your Packs delivered quickly, please consider another payment method.

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

  6. As stated in our terms of service (section 8), our delivery policy is as per following :
    - Every order below $20 : $1.90 delivery fee
    - Every order over $20 : free delivery

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

  8. For online purchases, your Ninja Packs will be delivered to you within 3 working days upon reception of your payment (except for Cash on Delivery). Note that PayNow payments may take a few days to be received.

  9. I bought Ninja Packs online, where can I find my invoice ?

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

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

  12. As stated in our terms of service (section 9), Ninja Packs can't refunded regardless of the Pack size, and the size of the bundle. However, Ninja Packs XS size can be exchanged to S size under a few conditions. Please do reach out us at sg-ninjapack@ninjavan.co for further information.


  1. I don't know how to use my Ninja Packs. Could you help me ?

  2. 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!

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

  4. No! 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 goods to you.

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

  6. 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.

  7. Do Ninja Packs have an expiry date ?

  8. Yes, every Ninja Pack comes with an expiry date, which is indicated on the back of the Ninja Pack. The usage period is typically >12 months from the date of purchase.

  9. Can I send good outside of Singapore with Ninja Packs ?

  10. No, Ninja Packs can exclusively be used for domestic deliveries in Singapore. If you are looking to ship overseas, feel free to get in touch with our Sales team at sg-sales@ninjavan.co.

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

  12. Your Ninja Packs' tracking ID starts with "NVPST ..."
    These tracking IDs can potentially trigger an error upon creation of the order, in your Ninja Dashboard ("invalid tracking number"). If so, we advise you to select "Create a Regular Order" instead of "Create a Ninja Pack Order" in the Ninja Dashboard and it should solve the issue. If not, please do reach out to us at sg-ninjapack@ninjavan.co.

    Your Ninja Packs' tracking ID starts with "NINSG..."
    These tracking IDs shouldn't be affected. If you encounter any problem, please do reach out to us at sg-ninjapack@ninjavan.co for further assistance !

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

  14. In rare occasions, Ninja Pack may be delivered to you without a tracking ID label. In this event, kindly email a picture of the faulty Ninja Pack directly to our team at sg-ninjapack@ninjavan.co with your original order reference. Our team will edit a new tracking ID so you can still use this Pack. You will simply need to create a "New regular order" instead of a "New Ninja Packs order" on your Dashboard, and print out an airway bill to tape on your Pack.


  1. Can my Ninja Packs be collected by Ninja Van ?

  2. Unfortunately, Ninja Packs cannot be collected from you and must be dropped off at one of our drop-off points.


  3. Where can I find Ninja Packs drop-off points ?

  4. You can drop-off your Ninja Packs at over 300 drop-off points within our extensive network in Singapore. Locate the nearest drop-off point to you with our drop-off points locator.


  5. When would my parcels be picked up from the distribution points?

  6. Parcels will be picked up latest 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 to our drivers.


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

  8. 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. How can I track my Ninja Pack ?

  2. If you would like to locate your parcel, please visit our tracking page and key in your tracking ID to find out exactly where your Ninja Pack is. In real-time!


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

  4. 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.


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

  6. 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.


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

  8. 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.


  9. If Ninja Van loses my Ninja Packs, will I be reimbursed ?

  10. 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, parties agree that Ninja Van shall be liable for no more than the value of the parcel, or SGD$50, whichever is lower.




Please consult our Terms and Conditions for further information about Ninja Packs. Please also find below a list of items which can not be sent via Ninja Packs (prohibited items), as well as packaging instructions for Ninja Packs.


Please note that delivery is not available for the items listed below :

  1. Items that exceed the size specification (maximum weight of 30kg or up to 300cm sum of dimensions L+W+H)
  2. Credit cards or ATM cards
  3. Human or animal remains, religious artifices
  4. Firearms or swords
  5. Living things
  6. Poisonous or toxic substances
  7. Examination certificates, passports and insurance documentations which cannot be reproduced
  8. Written drafts, original films, tapes and film material which cannot be reproduced
  9. Flammable, ignitable or volatile items such as fireworks, kerosene, gas cannisters or paint thinner
  10. Cash, cheques, bills, stocks and other marketable securities
  11. Perishables such as vegetables, fruits, etc.

Please pack your valuables according to the guide below to maintain the condition of your items throughout the delivery process.

  1. External packaging
  2. All parcels must have external packaging that covers 100% of exposed area.
    (e.g. carton box, polymailer ...) Otherwise, please shrink-wrap or bubble-wrap the entire package.

  3. Internal packaging
  4. Package should be packed tightly and snugly. If not, please fill up the empty space in between.
    (with paper, packing foam, etc.).

  5. Irregular package
  6. Place irregular sized items in a large box and fill up the empty space in between.
    (with paper, packing foam, etc.).

  7. Ceramics
  8. Wraps ceramics, glass and other fragile items in protective materials.
    (e.g. bubble wrap.)

  9. Empty areas
  10. All packaging must be tight and snug. If not, please fill with filling materials.
    (e.g. styrofoam ball.)

  11. Transport handling
  12. Parcel should be able to withstand normal impact of transport handling.
    For parcel with sensitive exteriors (e.g. gift boxes) ensure they are shrink or bubble-wrapped and packed in a cardboard box.

  13. Fragile items
  14. All fragile items must be labelled with a fragile sticker.

  15. Clothing
  16. Ensure all pieces of clothing are neatly folded and packed to minimise crumpling or wrinkling during the delivery process.

  17. Address label
  18. Ensure that the exterior or packaging does not have any old address or tracking labels.

  19. Tracking label
  20. Each parcel must have a unique tracking label.

  21. Electronic devices
  22. Ensure that all electronic devices are powered off, andbatteries should be removed from devices if possible.

  23. Bottles and liquids
  24. When sending liquor, wine, or other bottled items, please put them in an upright position and label the parcel with an "upright" sticker.
    Place all bottles containing liquids in plastic bags to prevent spillage.

Additional markings and/or labels may be applied to the outer packaging during the delivery process.
Items not appropriately packed/labelled may be subjected to either :
(i) Relabelling / repackaging by Ninja Van staff at the shipper's cost.
(ii) Rejection and subsequent return to sender for repackaging.





Ready to get started ?



If you have any further question, you can send us an email at sg-ninjapack@ninjavan.co.