ORDER/SHIPPING

How will my order(s) be shipped?

Orders are shipped Monday through Friday, excluding Singapore public holidays. Any orders placed on Saturday or Sunday will be shipped in the following week via Ninja Van.

How long does it take for my order(s) to reach me?

Orders are dispatched within 2 working days after payment confirmation. Standard courier (doorstep delivery) will take up to 1-3 working days.

We will not be responsible for any delivery delay due to service interruptions.

Which countries do you ship to?

Currently, we only ship to local addresses within Singapore.

For any other destinations, please write to us via our contact form.

What are your delivery charges?

Singapore – SGD 3.00 to any single address for orders below SGD 30.00*

Other destinations – Delivery charges on request.

(*For a limited time only, orders that are SGD 30.00 or above will enjoy free delivery)

How do I track my order(s)?

You will receive an email along with a tracking number, notifying you that orders have been shipped. Delivery can be tracked real-time here.

For any further queries, please write to us via our contact form.

What are Ninja Van’s delivery hours?

Monday to Saturday, between 9am to 10pm, excluding Singapore public holidays.

What if no one is at home when Ninja Van makes the delivery?

​The driver will either fail the delivery or call you to check if you would like your parcel to be left at a secure location of your choice.

Where secure location is chosen, please provide the driver with the Ninja Van verification code which will be sent out in an SMS in the morning of your delivery date.

What if my delivery fails?

An email will be sent to you containing a rescheduling link where you can choose the next available date / time-slot for re-delivery. The parcel will be brought back to Ninja Van’s sorting hub, pending rescheduling of the next delivery attempt.

To reach out to Ninja Van’s Shippercare team, please call 6602 8271.

Are there any additional charge for re-delivery?

For Standard Courier, re-delivery attempts can be made up to two times at no additional charge, after which parcels will be returned to us upon the next unsuccessful re-delivery.

A re-delivery charge of SGD 2.00 for Standard Courier will apply for all bounced parcels.

Can I deliver to another local address, other than my card billing address?

Yes, it is possible. Please indicate the delivery address under “Order Notes” at the checkout page.

Can I return my purchase?

All purchases are non-exchangeable and non-refundable unless any item is defective or wrongly shipped.

What if there are defective/missing/wrong items when I receive my order?

For defective, missing or wrongly shipped items, please contact us via our contact form and quote your order reference number. Our customer service is open from Monday to Friday, 10:30am to 7pm (Singapore time). We will endeavour to follow up with your query within 2 working days and will advise you on what to do next.

I have placed my orders but would like to change it. What should I do?

If you would like to amend your order before/after making payment, please contact us via our contact form with your order reference number within 24 hours after orders have been placed. We will not be able to change your orders after items have been shipped out.

How do I know that my order has been successfully submitted?

You will receive an email acknowledgement containing the order reference number and details of your purchase. Your order will only be dispatched upon receipt of payment.

PAYMENT

How can I pay for my order?

We accept all major credit and debit cards including MasterCard and Visa. Please note that all payments are charged in Singapore Dollars. For different currencies, the final amount reflected on your bill may differ depending on the exchange rate at the time your bank processes the transaction.

Is it safe to use my credit card on your website?

To ensure a safe payment procedure, our website uses SSL certificate, Paypal and Stripe for a reliable and secure internet payment gateway.

How do I use a shop coupon?

To use a coupon, please follow these steps:

  1. Place your orders.
  2. Proceed to checkout.
  3. Enter your Coupon Code at the box indicating “Coupon Code”. Simply type or copy and paste (recommended) the code in this text field.
  4. Submit your order to see the final amount with your promotion discount applied.

OTHERS

How do I know if an item is in stock?

All items are in stock unless “Out of stock” is indicated. Upon receipt of your order, if any items are unavailable, we will inform you by email and offer you a refund or an alternative availability date where possible.

Do I need to register and set up an account to shop?

It is not mandatory to register an account. However, if you choose to, we will retain your contact and account details, which will be retrieved when you login on your next visit. You can also login to your account to check your order status.

Is there a minimum order value?

There is no minimum order requirement. Delivery charges will remain as specified.

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