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FAQs


About Ninja Packs

What are Ninja Packs?
Ninja Packs are prepaid deliveries, whereby customers can purchase them in advance online, pack their items inside, and drop off at over 900 convenient locations. Ninja Packs provide a hassle-free and value-for-money shipping solution for sending parcels within Peninsular Malaysia.

What are the dimensions of Ninja Packs? Are there any weight limitations?

Size Dimension Weight Limit
XS 230 x 170 mm <1kg
S 320 x 250 mm <3kg
470 x 330 mm <8kg

 

Buy Ninja Packs

Where can I purchase Ninja Packs? 
Ninja Packs XS, S and M are available on the website, in bundles of 5, 10 and 20. In store/offline purchases are currently unavailable.


What are the payment methods to purchase Ninja Packs?
We currently accept debit cards, credit cards and selected e-Wallet that is supported by iPay88.

I would like to purchase Ninja Packs, how much do I need to pay for it to be delivered to my doorstep?
Delivery of Ninja Packs to your doorstep is free of charge!

I bought Ninja Packs online, how long do I have to wait to receive them?
Your Ninja Packs will be delivered to you within 1-3 working days upon receiving your payment.

I accidentally bought the wrong size of Ninja Packs, can I ask for a exchange or refund?
Unfortunately, all Ninja Pack sold are non-refundable and non-exchangeable.

Can I purchase a bundle with different sizes? eg. 3 XS, 2 S and 5 M sized polymailer.
Unfortunately, a combination of different sizes are not allowed at the moment.

Which areas can Ninja Packs be delivered to?
Ninja Packs can be delivered to all destinations in Peninsular Malaysia except these postal codes:

State
Postal Code
Johor
86800
Perak
32300
Terengganu
22000, 22300, 24000, 21000, 21090

However, all goods sent using Ninja Pack needs to be dropped off at Ninja points which can be found here. Please identify your nearby drop off point before purchasing Ninja Packs.

Use Ninja Packs

I don't know how to use my Ninja Packs, how do I get started?
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!

Do I need to write anything on the Ninja Pack?
No! We will only use the information you key in during the order creation process on your dashboard to deliver your Ninja Pack to the recipient. If, unfortunately the delivery is still unsuccessful after 3 attempts, we will also use the return address you provided on your Ninja Dashboard to return the goods to you.

Do I need to print out an Airway Bill/Consignment note to use my Ninja Pack?
No, Ninja Packs do not require an airway bill/consignment note. We will only use the QR code on your packs to access the required information for sorting and delivery.

Can I send good outside of Malaysia with Ninja Packs?
No, Ninja Packs can exclusively be used for domestic deliveries in Malaysia. If you are looking to ship overseas, feel free to get in touch with our Sales team at my-sales@ninjavan.co.

Do Ninja Packs have an expiry date?
Yes, every Ninja Pack comes with an expiry date. The usage period is typically 12 months from the date of purchase.

 

Ninja Points (Pick up and Drop off)

Can I request to have my parcels picked up by Ninja Van?
Unfortunately, Ninja Packs must be dropped off at one of our Ninja points and the drop off locations can be found here.

Where can I find Ninja Packs drop off locations?
You can drop off Ninja Packs at over 900 convenient locations in Peninsular Malaysia. More information on the drop off locations can be found here.

What time would my parcels be picked up from the distribution points?
Parcels that are dropped off before 12pm will be collected on the day itself. Parcels that are dropped off after 12pm will be collected on the next working day.

What if the distribution points or boxes are full?
Unfortunately there is a maximum capacity for every distribution point, please proceed to another distribution point nearest to you to drop off your parcels.

 

Delivery and Tracking

Which areas can Ninja Packs be delivered to?
Ninja Packs can be delivered to all destinations in Peninsular Malaysia.

When will my customers receive their parcels?
Parcels will reach your customer anytime between 9am-10pm within 1-3 working days, after pick up from Ninja point.

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.

What if I have an urgent delivery? Can I request for a next day service?
Unfortunately we only provide standard delivery of 1-3 working days for parcels delivered using Ninja Packs.

How can I track my Ninja Pack?

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

If Ninja Van losses my parcel, will I be reimbursed?
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 RM200, whichever is lower.

 

Issues with Ninja Packs

Please consult our Terms and Conditions for further information about Ninja Packs. Please check below on the list of items which cannot be sent via Ninja Packs (prohibited items), as well as packaging instructions for Ninja Packs.

Please refer to Appendix 1: Service Guidelines