Customer Help

Our happiness team is always here to assist.

Orders and Shipping

How long does it take for me to receive my order?

It will usually take 4-15 business days for all orders to arrive. Shipping times vary from product-to-product; based on demand and shipping location.

How do i know that my order is confirmed?

Immediately after placing your order you should receive an email notification at the email you entered during the checkout process. Also if you have provided a mobile phone number you will receive notification text messages confirming your order and tracking information.

Can i purchase multiple items in a single order?

Yes! You can choose as many item(s) as you want, just click “Add to Cart” and go back to the product page you are interested in and click “Add to Cart” on that item as well before proceeding to “Enter Shipping Address” to finalize your order.

  Do i have to have an account to place order?

No, accounts are totally optional.

How do I track the status of my order?

Ninja New provides you with an excellent opportunity to track your order by simply indicating your tracking number. As soon as you get the number after shipment confirmation, fill it in on our Track your Order page and click on the Track button. As simple as ABC: you will immediately see where your package is at the moment and which stages your delivery has already gone through.

Will you keep my credit card information on file?

Absolutely No, we care about your privacy and don’t store your card information

Do you charge sales tax?

All taxes are Included in our pricing.

Why do i have multiple tracking numbers?

Here at Ninja New,we carry products that ship from different warehouses and locations. If you’ve ordered multiple products it is likely your items will have separate tracking numbers and will arrive within a few days of each other. 

Please be sure to check the status of each delivery for more information!

Where is my order sent from?

We source our inventory from several locations within the US, Europe, and Asia. In order to keep our inventory affordable, fresh, and up to date with the latest styles we have a centralized fulfillment center in Asia that all of our products ship from. 

Returns and Exchanges

What is your returns policy?

We love what we do and we want you to love your items! If the product isn’t used and is in it’s original packaging, unworn, with no visible wear, smells, or animal hair may be returned within 30 days after arrival for a Full Refund. 

Please note all shipping costs are non-refundable and customers are responsible for return shipping. 

Our policy lasts 30 days. If 30 days have gone by since your goods have been delivered, unfortunately we can’t offer you a refund of any kind.

To be eligible for a return, your item must be unused and in the same condition as received. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Once we receive returned packages they are inspected & will be processed within 3-6 business days. You will then be given a refund of the amount of the item at the time of purchase minus shipping charges. We are not responsible for any shipping costs, the customer is responsible for all shipping costs. All denied returns or returns received after 30 days will be donated to charity.

Damaged or Incorrect products?

If you receive a damaged item you must notify us within 3 days of receipt at support@ninjanew.com for a replacement item or a refund to be issued. Also send photos of damaged items and packaging it arrived in.

What do I do if I entered an incorrect shipping address?

Mistakes happen. We do our best to speed up processing and shipping times, so there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to change your shipping address, please contact us immediately. We will do our best to make the change, however, we cannot guarantee that we will be able to do so in time. If it’s too late for our team to make changes on your order, the only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.

Can I change or cancel an order after I’ve submitted it?

Cancellations are only accepted for full-priced items, within 60 minutes after an order is placed. Please if you have to cancel your order for any reason reach out to us immediately at support@ninjanew.com if you are able to cancel within the given time frame. We process orders as quickly as possible so cancellations are time sensitive.

Is checkout on this site safe and secure?

Yes! We love you and want to keep you and your personal information safe. The solution to this problem is to encrypt your sensitive data for transmission.  Secure Sockets Layer (SSL) was created for this very purpose. SSL uses a complex system of key exchanges between your browser and the server you are communicating with in order to encrypt and protect your data. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.

Didn’t find your answers? Please email us: support@ninjanew.com or Text Us: +1 (503) 662-1860