Track and trace your parcel
Or just sit back and let us notify you!
Get live updates and track your delivery in real-time on your favorite message applications.
Frequently Asked Questions (FAQs)
Have questions about your delivery or rescheduling? Contact our friendly customer service staff by chatting with us via NinjaChat or filling out the contact form.
Ninja Van operational hours
Ninja Van Operational Hours
Pickup and delivery of parcels:
Monday to Sunday - 9AM to 7PM (not including public holidays)
Ninja Van Customer Service Operating Hours:
Chat Touchpoint
Monday to Sunday - 9AM to 6PM (excluding public holidays)
Email Touchpoint
Monday to Sunday - 9AM to 6PM (excluding public holidays)
Why has my parcel not been delivered yet?
We strive to be speedy ninjas, delivering your parcel as fast as possible (within the timeframe we promised, of course!). However, sometimes things can get a little tricky:
Overseas adventures take longer: Long-distance travel can slow down even the swiftest ninja.
Peak season rush: During mega sales, our ninjas might be extra busy, causing slight delays.
Unexpected roadblocks: Force majeure events (like crazy weather) or customs complications can temporarily hold us back.
If your order is delayed for an extensive period of time,contact our Customer Service Ninjas here. They'll be happy to investigate and get things moving!
What does my parcel status mean?
We use clear status updates to keep you informed every step of the way! Think of them as handy little messages that tell you exactly where your parcel is in its journey. Here's a breakdown of what each status means:
Pending handover to Ninja Van: Looks like your awesome seller is still getting your order ready. They can answer any questions you have about this stage.
Pending pick up: The shipper has dropped the parcel at our collection point and it is pending to be collected by our drivers.
Driver en-route to pick up: Get ready, your return parcel is about to be ninja-fied! Our driver is already on their way to pick it up.
Pick up successful: Awesome! Your package is officially in our hands and moving through our network of warehouses.
Pick up failed: Uh oh, it seems like we didn't receive your package from the seller yet. The seller can help you figure out what happened.
Arrived at sorting facility: Next stop - your neighborhood! Your package is at the warehouse closest to your delivery address, getting prepped for the final leg of its journey.
Out for delivery: Get ready! Our driver is on their way to deliver your package today.
Pending redelivery: Whoops, looks like we missed you! We'll proactively reach out to help you easily reschedule your delivery.
Delivery on hold: Your delivery is currently on hold. To understand the reason for the hold and get an estimated delivery timeframe, please contact our friendly customer service team here . They'll be happy to investigate further and advise you accordingly.
Transferred to logistics partner: For some deliveries, we team up with trusted partners to ensure your package arrives safely.
Arrived at collection point: Your package is waiting for you at a designated pick-up spot! Be sure to grab it within the timeframe to avoid it heading back to the seller.
Returned to sender: Unfortunately, we weren't able to deliver your package. The seller can assist you with next steps.
Delivery completed: Woohoo! Your package has reached its final destination - you!
Order cancelled: Your order has been cancelled. To understand the reason for the cancellation and discuss next steps, please contact our friendly customer service team here. They'll be happy to investigate and provide further information.
Held at customs facility: There might be a slight delay while customs takes a closer look at your package. We'll keep you posted.
Successfully cleared customs: Great news! Your package has made it through customs and is ready to be handed over to Ninja Van.
Cross border transit: Your package is on its way from another country! We'll take over delivery once it arrives here.
How do I track my parcel from Ninja Van?
Tracking your package is easy! Here's what you need to do:
1. Find your Tracking ID. This unique number is usually included in your order confirmation email or notification from the seller.
2. Head to the right tracking page:
3. Enter your Tracking ID and click "Track/Track Parcel".
If the ID is valid, you'll see the current status of your delivery, including the estimated arrival time.
Don't see any updates yet for your international shipments? No worries! International shipments sometimes take a little longer to show up in our system. If your tracking number isn't working after a few days, don't hesitate to reach out to your seller or marketplace. They might have some additional tracking info or can help you troubleshoot any issues.
Bonus tip: We have a handy guide explaining different tracking statuses [link]. This can help you understand what each status means.
Tracking ID is invalid
Kindly check with your shipper/sender if the tracking number you received is correct.
Tracking ID is missing
If you are unable to locate the tracking ID, refer to any documentation you may have or reach out to the shipper/sender.
Contact support_my@ninjavan.co if you are still unable to locate your tracking ID.
