If the contents of the parcel are damaged, but the packaging is not damaged, please approach the shipper for further assistance.

If your parcel is damaged, please prepare the following information before reaching out to Ninja Xpress Customer Service by clicking on ‘send enquiry’ below:

• Tracking ID
• Photo label attached to the physical parcel 
• Photos of physical damage to the parcel 
• Type of product and number of products
• Did the parcel come with bubble wrap? (Yes/No)
• Did the parcel come with a ‘Fragile’ label? (Yes/No)
• Photos of bubble wrap and fragile sticker (if applicable)

If the parcel is declared as lost, please reach out to your shipper or the marketplace's customer service for further information.

For damaged or lost parcels, Ninja Xpress will provide a refund through the sender or the e-commerce platform where you placed your order. However, please take note of the following guidelines relating to refunds.

• If there is sufficient protection or if the shipper is using Ninja Care, the claim amount will be in accordance with the product price, capped at IDR 10,000,000.
• If there is insufficient protection or if the shipper is not using Ninja Care, the claim amount will be the lower of the product price or 10 times the shipping fee, capped at IDR 750,000.

The above guide aims to provide general information and the terms may vary according to the terms and conditions agreed between the shipper and Ninja Xpress. If you have any queries related to lost and/or damaged parcels, please contact Ninja Xpress Customer Service through any of the channels provided below.