Frequently Asked Questions (FAQ)
1. When will my order be processed?
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. Once shipped, you’ll receive a separate email with your tracking number.
2. How long does shipping take?
Delivery time depends on your location. Here are our estimated transit times (excluding processing and customs clearance delays):
| Country/Region | Estimated Transit Time | Shipping Cost |
|---|---|---|
| United States | 5–10 Days | Free |
| United Kingdom | 5–10 Days | Free |
| Canada | 9–17 Days | Free |
| European Union | 7–13 Days | Free |
| Australia | 6–12 Days | Free |
| New Zealand | 9–14 Days | Free |
| Japan | 4–7 Days | Free |
| South Korea | 6–10 Days | Free |
| Singapore | 3–10 Days | Free |
| India | 11–18 Days | Free |
| Brazil | 15–22 Days | Free |
| Mexico | 12–17 Days | Free |
| Switzerland | 9–14 Days | Free |
| UAE | 9–20 Days | Free |
| Israel | 10–18 Days | Free |
| Rest of Asia | 9–17 Days | Free |
| Rest of the World | 15–30 Days | Free |
Please note that delivery delays may occur due to customs clearance, weather, or public holidays.
3. How can I track my order?
Once your order ships, you’ll receive an email with your tracking number. You can track your shipment using the link provided in that email. Please allow up to 48 hours for tracking updates to appear.
4. Can you ship to P.O. Boxes?
Unfortunately, we do not ship to P.O. Boxes. Please provide a valid residential or business address for delivery.
5. What if my order takes longer than expected?
If your order exceeds the maximum estimated delivery time for your region (e.g., more than 20 days for a 5–10 day estimate), please contact us at support@ninjanew.com with your name and order number, and we’ll investigate the issue promptly.
6. What is your return policy?
We offer a 30-day return window from the date of delivery. You can return items if they are defective, damaged, not as described, or if you simply change your mind. Returns are free, and we never charge restocking fees.
To be eligible for a return:
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The item must be unused and in its original packaging.
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All accessories, components, and tags must be included.
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Proof of purchase is required.
7. How do I initiate a return or exchange?
To start a return:
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Email support@ninjanew.com within 30 days of delivery.
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Include your Order Number and the Reason for Return (e.g., “Damaged product” or “Changed my mind”).
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Attach photos if the item is damaged or incorrect.
Once approved, we’ll send you a free prepaid return shipping label within 1–2 business days.
8. How long does it take to receive my refund?
After we receive and inspect your returned item, we’ll notify you via email. If approved, your refund will be processed within 3–5 business days to your original payment method.
If you don’t see the refund after this period, please check with your bank or card issuer before contacting us.
9. Can I cancel or modify my order?
Yes — orders can be canceled or modified within 24 hours of placement.
Once an order has shipped (you receive the dispatch email), cancellations or changes are no longer possible.
10. What payment methods do you accept?
We accept the following secure payment methods:
Visa, MasterCard, American Express, Maestro, Discover, Diners Club, PayPal, Apple Pay, Google Pay, and Shop Pay.
All transactions are processed in United States Dollars (USD).
11. Is my payment information secure?
Yes. All transactions are processed through secure, encrypted payment gateways that comply with SSL encryption and PCI-DSS standards. NinjaNew does not store or have access to your full card details.
12. How can I contact customer support?
You can reach our customer support team by email:
📧 support@ninjanew.com
🕘 Support Hours: 9:00 AM – 5:00 PM (Monday to Friday, excluding holidays)