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Ninja Van Singapore Support Center

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Track & Trace

Delivery

Issue With Delivery

Ninja Collection Point

Ninja Shipper Resource

Additional

What does my parcel status mean?

Ninja Van utilizes a variety of delivery statuses to help you keep track of your parcel. Once you enter the Tracking ID on our website, you will be able to see one of the following statuses:

Order Created

This means that the seller has acknowledged and created your order. Take note that your order is still with the seller, so for further enquiries, please liaise with the seller.  

 

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Parcel is being processed at Ninja Van Warehouse - Singapore

This means that your parcel has officially been handed over to Ninja Van and it is being processed at our main Ninja Van Warehouse facilities.

 

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Parcel is being processed at Ninja Van Warehouse - Ninja Van Sorting Facility

This means that your parcel has been handed over from the main warehouse to the destination warehouse that is nearest to your delivery address.  

 

Parcel is on its way

This means that your parcel has been handed over to our Ninja Van drivers that will be attempting to deliver today. 

 

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Successfully Delivered 

This means that your parcel has been successfully delivered to you.

 

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Delivery is Unsuccessful

Unfortunately, this means that the delivery attempt was unsuccessful and would require you to reschedule for later delivery date.

 

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Parcel dropped off at Parcel Dropoff Counter / Box

This means that the seller has dropped off the parcel at the collection point, awaiting for a Ninja Van driver to pick it up.

 

Parcel delivered to Parcel Collection Counter / Box

This means that your parcel has been successfully delivered to the destination collection point and is ready for collection.

 

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Why has my parcel not been delivered yet?

Ninja Van will always strive to deliver your parcel as soon as we can, within the stipulated timeframe.

However, please take into account that delivery times for overseas parcels may take a longer time period due to the long-distance travel required. Additionally, during huge online campaigns and sales periods, we do foresee a spike in volume which may potentially cause brief delays to the delivery time as well.

Delays in parcel delivery could be due to various reasons such as:

  • Force majeure events like natural disasters and inclement weather conditions
  • Customs clearance complications
  • Peak periods with high sales volume 

We sincerely apologize for any inconvenience that this may have caused you. If your order is delayed for an extensive period of time, please reach out to our support at support_sg@ninjavan.co /+65 6602 8271 for further assistance.

Rest assured that Ninja Van will always try our best to follow up and prioritize these delayed parcels. 

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How do I track my parcel from Ninja Van?

What is a Tracking ID?

It is a unique identification number assigned to a parcel, which helps to make order tracking very simple and convenient.

 

Where can I find my Tracking ID?

The seller will be able to provide you the Tracking ID, which can be found upon the order confirmation email or notification. Kindly note that the tracking ID should indicate that the delivery partner is Ninja Van SG.

 

How do I track the location of my parcel?

To track your order, please follow the steps below

 

Step 1

Go to our website and ensure that the country selected is 'Singapore'.

 

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Step 2

As you scroll down on our home page, you'll be able to locate our tracker called 'Track your parcel' as shown in the picture below. Simply enter the Valid Tracking ID and click 'Track'.

 

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Step 3

If the Tracking ID is valid, you will be directed to the Tracking Page with the details of your delivery. 

 

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Alternatively, if you're subscribed to our Ninja Chat, you may also track your parcel as follows.

 

Step 1

Select 'Track orders'

 

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Step 2

Enter your Tracking ID and your order details will be displayed on the chat. 

 

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How can I reschedule the delivery date?

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Upon an unsuccessful delivery attempt, you will receive a notification via email or mobile number with a reschedule link provided as shown below:

 

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Note:

You will not be able to change the delivery date once the parcel is on the way to you.

 

Disclaimer:

Please take note that Ninja Van only does 3 delivery attempts in total (i.e. First attempt followed by 2 re-attempts). If all 3 attempts are unsuccessful, the parcel will be returned back to the seller.

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What happens when no one is at the delivery location to receive the parcel?

Day of Delivery

On the day of delivery, you will receive a notification informing you that a Ninja Van driver will be attempting to deliver your parcel today. In that notification, you will also receive a 3-digit code as shown below:

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In the event that you are not at the delivery location to physically receive the parcel, you may pass on this 3-digit code to the driver when they contact you. This will act as a form of verification and approval for the driver to leave the parcel at a specific location at the customers' own risk.  

Unfortunately, if you are uncontactable, the driver will have to mark the delivery as unsuccessful and a re-attempt will be done on the next working day. 

 

Disclaimer:

Please take note that Ninja Van only does 3 delivery attempts in total (i.e. First attempt followed by 2 re-attempts). If all 3 attempts are unsuccessful, the parcel will be returned back to the seller.

  • If you still want the parcel to be delivered to you, we regret to inform you that you would then have to liaise directly with the seller instead. We hope to seek your understanding on this.

 

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Can I request to deliver my parcel at a specific time slot?

Currently, Ninja Van only provides specific time slot delivery to a limited pool of sellers. If the seller is eligible for this exclusive service, you will be able to select a time slot upon placing an order.

Unfortunately, if you are not able to select a specific time slot upon placing an order, it means that the delivery will follow our usual time frame and be delivered anytime between Monday to Saturday from 8 A.M. to 10 P.M. (excluding Sunday & Public Holidays). 

Rest assured that Ninja Van is looking into expanding this service to more sellers as we look forward to serving your greater needs.

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I would like to request for contactless delivery, what should I do?

To sign up for contactless delivery, do subscribe to our Ninja Chat as it provides an exclusive function called 'Authorize To Leave' (ATL), which allows the driver to leave the parcel at a safe location without any contact.

Simply follow the steps below to sign up for the ATL service:

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If you decide not to continue with ATL as your standard delivery mode, you can always opt-out of this ATL service by following these steps:

 

1. Go to the communication channel that you are subscribed to (e.g. Facebook Messenger) and select 'Account Settings'

 

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2. Click on 'Delivery Preference'

 

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3. Select 'No' if you want to opt-out of this ATL service.

 

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What is Ninja Van's delivery hour?

Ninja Van's delivery hour runs from Monday to Saturday from 8 A.M. to 10 P.M. (excluding Sunday & Public Holidays).

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My parcel is damaged, what should I do?

We are sorry to hear about your experience.

To expedite the investigation process and better assist you, kindly file a report here by following the steps below:

 

Disclaimer:

Please do take note that the report must be submitted within 7 days from the date of delivery. Unfortunately, if the report is submitted after 7 days, Ninja Van will not be able to proceed with your request.

 

1. Click on 'Select your enquiry' and select 'Reporting a lost or damaged item'

 

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2. Fill in all the details required. Please indicate what was the damage to the parcel in the 'Description' box.  

 

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3. Do remember to attach an image of the damaged parcel by clicking 'Add a file here'

  • Please ensure that the image clearly shows the damaged part of the parcel/item. 
  • Why is this important? Having an image of the damaged parcel will greatly aid us in the investigation process, which will speed up the overall issue resolution time.

4. Click 'Confirm' to submit the report.

 

Additional Note:

Due to the investigative nature of this issue, please allow us 3-5 working days to investigate. We hope to seek your understanding on this.

 

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An item within my order is missing, what should I do?

We are sorry to hear about your experience.

To expedite the investigation process and better assist you, kindly file a report here by following the steps below:

 

Disclaimer:

Please do take note that the report must be submitted within 7 days from the date of delivery. Unfortunately, if the report is submitted after 7 days, Ninja Van will not be able to proceed with your request.

 

1. Click on 'Select your enquiry' and select 'Reporting a lost or damaged item'

 

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2. Fill in all the details required. Please indicate what item is exactly missing from the order in the 'Description' box.  

 

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3. Do remember to attach an image of the entire list of order details by clicking 'Add a file here'

  • Why is this important? Having an image of the entire list of order details will allow Ninja Van to cross-check what item was missing in that order which speeds up the investigation process.

4. Click 'Confirm' to submit the report.

 

Additional Note:

Due to the investigative nature of this issue, please do allow us 3-5 working days to investigate and we hope to seek your understanding on this.

 

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I did not receive my parcel, but the order status shows 'Delivered'. What should I do?

If you did not receive your parcel, but the order status shows 'Delivered', kindly check the following first:

1. Has your neighbor or family member collected and signed off the parcel on your behalf? 

2. Is the delivery address you provided upon order confirmation correct?

3. Is your delivery address an office address or condominium that has security and reception areas? If yes, kindly check with the security guard/receptionist whether they have received your parcel on your behalf.

 

If you have done all the checks stated above and still could not locate your parcel,

Kindly reach out to our support at support_sg@ninjavan.co /+65 6602 8271 for further assistance.

 

 

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Why do I see an error/exclamation mark while tracking my order status? What should I do?

 

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If you happen to see an error/exclamation mark while tracking your order status (shown above), this could be due to a few issues such as:

  • Invalid Contact Number
    • Why is this important? It acts as the main communication medium for Ninja Van to contact customers. If the number is invalid, Ninja Van will not be able to proceed with the order.

  • The delivery address provided was incorrect/incomplete
    • Why is this important? Ninja Van requires an accurate and complete address for our drivers to know the exact location to deliver to.

  • The driver is unable to access the delivery address provided
    • Why is this important? There could be strict safety regulations and access limits in certain areas/address that denies entry for unauthorized personnel. As such, please ensure that the address provided is able to allow our drivers to access it.  

What should I do?

If happen to encounter this error/exclamation mark while tracking your order status, kindly reach us to our support at support_sg@ninjavan.co /+65 6602 8271 for further assistance.

 

 

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Can I change my Ninja Collection Point?

You can change your selected Ninja Collection Point if your parcel has not yet arrived at the previously selected Ninja Collection Point.

Simply reach out to our support at support_sg@ninjavan.co /+65 6602 8271 for further assistance.

 

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How do I opt for self-collection and what is the process like?

You can opt to self-collect when shopping with our partner merchants such as Lazada, Shopee, and Amazon. Alternatively, you can reach out to our support at support_sg@ninjavan.co /+65 6602 8271 for further assistance.

The process for self-collection can be seen below:

Step 1

Simply select a Ninja Collection Point that suits you when checking out your cart from our partner merchants such as Lazada, Shopee, and Amazon! Visit the link below to see the Ninja Collection Points near you.

Ninja Collection Points

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Step 2

Once your parcel has been successfully dropped off at the selected Ninja Collection Point, you will receive a notification from us. The notification message will include three key information to take note of - location of the Ninja Collection Point, due date to collect your parcel, and your QR Code link.

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Step 3

Simply head to your selected Ninja Collection Point to collect your parcel. Enjoy!

 

 

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How long will I have to wait for the parcel to be redirected to my doorstep if there is a failed delivery at the Ninja Collection Point?

The parcel will be redirected to your doorstep within 1 to 3 working days as we need time to retrieve the parcel from Ninja Collection Point and to make arrangements for doorstep delivery.

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Why did I receive a notification to select another Ninja Collection Point?

You may receive a notification to select a new Ninja Collection Point if your selected Ninja Collection Point has exceeded its maximum storage capacity or has been deactivated.

 

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Can I extend the number of days that my parcel will be kept at the Ninja Collection Point?

Currently, parcels will only be kept at the Ninja Collection Point for 48 hours and there will be no extension period provided after.

Alternatively, we can arrange for your parcels to be redirected to door step delivery. Simply reach out to our support at support_sg@ninjavan.co /+65 6602 8271 for further assistance.

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Ninja Shipper Resource

If you're a prepaid shipper, click on SG Prepaid Shipper Resource Site

 

If you're a postpaid shipper, click on SG Postpaid Shipper Resource Site

 

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What are Ninja Packs and where can I purchase them?

What are Ninja Packs and how do I use them?

Ninja Pack is a postage-paid poly mailer that delivers straight to your recipient’s doorstep.

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Get started with this simple step-by-step tutorial.

Ninja Packs Tutorial

 

Where can I drop off my Ninja Packs at?

With an extensive network of more than 400 drop-off points in Singapore (Ninja Collection Point), dropping off your parcels has never been more convenient!

Looking for a Ninja Pack drop-off point? Refer to the link below and get more information on the address and opening hours of that particular drop-off point. Alternatively, type in your address to find a drop-off point near you.

    Drop-off Point

 

How do I purchase Ninja Packs online?

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Buy Online Now

Ninja Packs

 

Where can I purchase Ninja Packs in physical stores?

Looking to purchase only one or a few Ninja Packs? Search no more! You can now find individual Ninja Packs (M Size only) in over 140+ locations island-wide! Kindly note that the retail price in any of our partners' outlets differs from our online bulk prices.

 

INDEPENDENT PARTNER SHOPS IN SINGAPORE

Individual Ninja Packs (M Size only) are available in the partner stores

 

YOU CAN ALSO PURCHASE NINJA PACKS AT EVERY BUZZ STORE ISLANDWIDE

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Ninja Packs (M Size only) are now available in every SPH Buzz convenience store across the island

Ninja Pack Retail Partners

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What is Ninja Chat and how do I subscribe to it?

What is Ninja Chat?

Across the region, we see a growing number of people using messaging applications as a preferred communication channel for day-to-day interactions (Facebook Messenger, WhatsApp, and Line).

 

We hear you and we are always ready to serve your needs! With Ninja Chat, you can now:

  1. Receive up-to-date parcel status notifications via your preferred communication channel (Telegram, Viber, Facebook Messenger, Line)
  2. Sign up for Contactless Delivery through our 'Authorize To Leave' (ATL) function
  3. Get Live Chat support
 
How do I subscribe to Ninja Chat?
 
Scroll all the way down and you'll be able to see the following:
 
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Click on your preferred communication channel and simply subscribe to it!
 
 

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