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.
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.
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.
Successfully Delivered
This means that your parcel has been successfully delivered to you.
Delivery is Unsuccessful
Unfortunately, this means that the delivery attempt was unsuccessful and would require you to reschedule for later delivery date.
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.
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 us via chat (here) for further assistance.
Rest assured that Ninja Van will always try our best to follow up and prioritize these delayed parcels.
It is a uniqueidentification 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'.
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'.
Step 3
If the Tracking ID is valid, you will be directed to the Tracking Page with the details of your delivery.
Alternatively, if you're subscribed to our Ninja Chat, you may also track your parcel as follows.
Step 1
Select 'Track orders'
Step 2
Enter your Tracking ID and your order details will be displayed on the chat.
Upon an unsuccessful delivery attempt, you will receive a notification via email or mobile number with a reschedule link.
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.
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 the event that you are not at the delivery location to physically retrieve the parcel, a 3-digit OTP will be sent to you. Simply pass on this 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.
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 9 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.
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:
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 type "Settings", then click on "Delivery instructions".
2. Select 'No' if you want to opt-out of this ATL service.
To expedite the investigation process and better assist you, kindly please reach out to us via chat here. Note that you will need to submit a picture of the damaged item.
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.
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.
To expedite the investigation process and better assist you, kindly chat with us here. Please note that you may need to submit a picture of the supporting item to support your claim.
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.
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.
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:
Please reach out to us via chat (here) for further assistance.
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 you happen to encounter this error/exclamation mark while tracking your order status, please reach out to us via chat (here) for further assistance.
You can opt to self-collect when shopping with our partner merchants such as Lazada, Shopee, and Amazon. Please reach out to us via chat (here) for further assistance.
The process for self-collection are as follows:
Step 1
Simply select a Ninja Collection Point of your choice 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.
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.
Step 3
Simply head to your selected Ninja Collection Point to collect your parcel.
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.
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. Please reach out to us via chat for further assistance.
For damaged parcels, an investigation will be conducted to assess whether the damage was due to inadequate packaging by shipper, and whether it was packed according to our packaging guidelines. If the damage is caused due to mishandling by Ninja, our Recovery team will follow up with the shipper to provide a claim.
For all confirmed missing parcels liable by Ninja, our Recovery team will follow up with the shipper to provide a claim.
With regards to liability for Prepaid Regular Parcels, please refer to Prepaid Regular Service ‘Terms of Service'.
With regards to liability for Ninja Packs, please refer to Ninja Packs’ Terms and Conditions.
For every suspected missing or damaged parcel, an investigation procedure will be conducted. The process requires 3 to 5 working days to conclude. We apologize that the process cannot be expedited as the parcel(s) undergo multiple touch points during the journey of delivery (e.g. loading, unloading and sorting). If you require any further confirmation on the parcel status, do not hesitate to reach out to our shipper support via shippercare_sg@ninjavan.co.
With an extensive network of hundreds of 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.
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 in our partner locations island-wide! Kindly note that the retail price in any of our partners' outlets differs from our online bulk prices. Individual Ninja Packs are available in the partner stores here:
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