Ninja Van

Privacy Complaints and Compensation


In order to ensure the rights of customers in the process of cooperation, Ninja Van follows the procedure and complaint settlement policy as follows:

1. Conditions of complaint

When the customer has any problems related to the package (damaged, lost, order status) or has problems arising with the employee delivering (receiving) the goods.

2. Deadline for complaints

  • One (1) month from the end of the delivery time of the postage for complaints about the loss of postage, late delivery compared to the announced delivery time; In case the delivery time of the service has not been announced, this time limit is counted from the date the postage is accepted.
  • Fourteen (14) working days from the date the postal item is delivered to the recipient for complaints about impaired, damaged items, freight rates and other contents directly related to the postal item.

3. The channel received a complaint

Method 1: Customer sends email to:

Method 2: Customers call the support center: 1900 988 928

Method 3: Customers send contact form on the website at the link:

4. Process for handling complaints

Step 1: Customers contact Ninja Van through the receiving channels mentioned in item three (3).

Step 2: Ninja Van Customer Care will receive customer complaints. Depending on the nature and extent of the complaint, Ninja Van will have specific procedures to assist customers to resolve the dispute

Step 3: Ninja Van requires customers to provide information and documents (post office/receipt, service order information) related to transactions/services.

Step 4: Ninja Van checks the information and will respond to the customer within seven (7) working days from the date of receipt of the request and the relevant information/papers.

Customers can contact the company at the following information:


  • Address: 215 Ma Lo, Town 6, Binh Tri Dong A ward, Binh Tan district, Ho Chi Minh city, Viet Nam
  • Email:
  • Telephone number: : 1900.988.928


  1. Ninja Van will implement a satisfactory compensation policy when determining the error belongs to Ninja Van leading to damage to the goods/products to customers.
  2. In view of health, hazard and safety, Ninja reserves the right to dispose the damaged parcel.
  3. Ninja will only acknowledge loss and damage claims that are submitted either within 30 days after the order was created or 7 days after successful delivery of order, whichever is later.
  4. The Sender will receive the payment of compensation within 7 working days from such time as the parcel has been declared lost or damaged by Ninja and in any case no longer than 30 days from the submission of any such claim by the Sender.
  5. For avoidance of doubt, Ninja will not be liable for any damage to Ninja Packs while they are in the Sender’s possession and care.
  6. Regulations on compensation levels are as follows:

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 and subject to Article 2 Section II, Parties agree that Ninja shall be liable as below:

a. Missing

Shipper must input the product name, quantity and value when uploading order. In case that shipper didn’t input this description, the order will be charged compensation as COD.

For the order has non COD and non description on our system, the shipper must provide the receipt or the evidences confirming that customer ordered.

The order has non COD, Recovery will check and compare the lowest prices of the product on 3 commercial websites and calculate the average price to compensate.

Good amounts (VND)Compensation value
<= VND 3,000,000100% COD
> VND 3,000,000Delivery fee x 4
>= VND 30,000,000Delivery fee x 10

b. Damaged

Parcel is articles and goods (collect or not collect money): Compensation according to actual damaged, based on goods value (known as COD). In case customer has discount or promotion with discount code, provider will compensate according to the value before deduction.

For the remaining orders, the compensation value is determined according to the following table:

Good amounts (VND)Compensation value
<= VND 3,000,000Compensation as damaged rate
> VND 3,000,000Delivery fee x 4
>= VND 30,000,000Delivery fee x 10

Type of damagedCompensation value
Torn, broken, wet manufacturer’s packaging10%
Broken seal of manufacturer’s packaging10%
Activated electronic warranty or power20%
Lost accessories20%
The product is damaged to 30%.
Damage the bonded of product and does not affect to the quality product.
The product is damaged more than 30% having COD100% value of goods and transporter will keep the parcel
The product is damaged more than 30% non CODIf 4 times delivery fee are greater than or equal to value of goods, compensation rate is 100% value of goods and transporter hold parcel.

If 4 times delivery fee are less than the value of goods, compensation rate is according to 4 times delivery fee and transporter hold parcel.
Ninja Van

Ninja Van

Nin Sing Logistics Company Limited

Address: 117/2D1 Ho Van Long street, Tan Tao ward, Binh Tan district, Ho Chi Minh city, Vietnam

Tax Code: 0312087302 is granted by Department of Planning and Investment of Ho Chi Minh City and is regranted first time in 13/12/2012