Ninja Van tracking

What is Ninja Van?

Ninja Van is a Singaporean logistics company specializing in last-mile delivery and logistics services for e-commerce. Founded in 2014 in Singapore, this company quickly established itself as one of the major players in logistics in Southeast Asia, serving six key markets in the region today. Its business model is based on a combination of dense physical infrastructure and advanced technologies that optimize delivery routes and provide real-time visibility of parcel shipments.

Ninja Van's history is closely linked to that of its three Singaporean co-founders: Lai Chang Wen, Shaun Chong and Boxian Tan. Before venturing into logistics, these entrepreneurs had created Marcella, a bespoke clothing company for men. It was while managing shipments for their online boutique that they became aware of the gaps in the logistics sector in Southeast Asia, particularly in terms of parcel tracking and delivery reliability. This experience led them to close their textile business to focus entirely on creating an innovative logistics solution.

Lai Chang Wen, current CEO of Ninja Van, left his position as a derivatives trader at Barclays Bank, accepting a 90% salary reduction to dedicate himself full-time to entrepreneurship. This bold decision proved worthwhile as Ninja Van became, in 2014, the first logistics company in Singapore to offer real-time parcel tracking, allowing customers to know exactly the position of their shipment at each stage of the journey.

• Date of creation: 2014, in Singapore, by three local entrepreneurs who identified the shortcomings of the regional logistics sector
• Co-founders: Lai Chang Wen (CEO), Shaun Chong (CTO) and Tan Boxian (Chief Operating Officer)
• Headquarters: Singapore, with offices and operational centers in each of the six markets covered
• Valuation: $1.85 billion during the Series E funding round in 2021
• Total funding: More than $1.1 billion raised from 37 investors in 9 funding rounds
• Daily volume: Approximately two million parcels processed daily across Southeast Asia
• Business customers: Trusted partner of nearly two million businesses in the region

Ninja Van's market positioning is based on its ability to provide comprehensive logistics solutions that go well beyond simple parcel delivery. The company defines itself as a technology logistics company, emphasizing innovation and digitalization of the entire supply chain. This orientation is reflected in intuitive shipment management interfaces, APIs enabling integration with e-commerce platforms, and a structured tracking system providing full visibility of the journey of shipments.

Among the renowned investors that have supported Ninja Van's growth are Alibaba Group, Geopost (formerly DPDgroup, the logistics subsidiary of the La Poste group), B Capital Group, Monk's Hill Ventures and Zamrud, Brunei's sovereign wealth fund. These strategic partnerships demonstrate the confidence placed in the company's business model and its growth potential in a region where e-commerce is experiencing rapid expansion. Ninja Van notably works with the region's leading e-commerce platforms, including Lazada (Alibaba group), Tokopedia (GoTo) and Shopee (Sea Group).

In which countries does Ninja Van deliver?

Ninja Van has developed a logistics network covering the main e-commerce markets in Southeast Asia. The company operates in six countries in the region, each with dedicated infrastructure including sorting centers, local stations and local teams. This regional presence allows the carrier to offer solutions for both domestic deliveries and cross-border flows between the different covered markets.

Ninja Van's geographic expansion was carried out in a gradual and methodical manner. Just a few months after its launch in Singapore in 2014, the company expanded operations to Malaysia and Indonesia in 2015. The following year, in 2016, Ninja Van was present in Vietnam, the Philippines and Thailand. This rapid expansion strategy allowed the company to achieve 100% network coverage by 2018, with more than 2,000 stations and hubs distributed across the region.

• Singapore: The company's market of origin, with complete national coverage and particularly short delivery times thanks to the density of the network
• Malaysia: Coverage of Peninsular Malaysia and East Malaysia, with a dense network of collection and delivery points
• Indonesia: Presence in the archipelago under the Ninja Xpress brand, serving the main islands and urban areas of Southeast Asia's most populous country
• Philippines: Network covering the main islands of the archipelago, from Luzon to Mindanao through the Visayas
• Thailand: National coverage including Bangkok and the provinces, with solutions tailored to the local market
• Vietnam: Historic presence in the country, covering Vietnam's major cities and provinces

Beyond its six main markets, Ninja Van also offers international delivery services to approximately forty destinations worldwide. Through its Ninja Flexi service, shippers can send parcels from Singapore to various destinations including Hong Kong, Macao, Japan, Australia, the United States, the United Kingdom and New Zealand. These international services rely on partnerships with local logistics operators to ensure final distribution in destination countries.

Ninja Van's cross-border solutions facilitate trade exchanges within Southeast Asia and beyond. The company notably offers shipping services from China, Taiwan, South Korea and Japan to its Southeast Asia markets. The E2E Parcel Delivery service allows parcels to be shipped from Hong Kong to Singapore, Malaysia, the Philippines and Vietnam, with complete handling including customs clearance and last-mile delivery.

Ninja Van's logistics infrastructure includes sorting centers in each of its markets, including Myanmar where the company has storage and sorting facilities. This dense territorial network ensures regular connections between the different platforms and maintains competitive delivery times, even for shipments crossing several countries in the region.

What are Ninja Van's services and delivery times?

Ninja Van offers a complete range of logistics services adapted to the varied needs of its customers, whether individuals making occasional shipments or e-commerce companies shipping large volumes. The carrier's offering covers the entire logistics chain, from collection at the shipper to delivery to the recipient, including warehousing and order preparation.

Delivery times vary depending on the type of service chosen and the destination. For standard shipments within the same country, Ninja Van generally commits to delivery times of 1 to 3 business days. Express services reduce this time to 1 to 2 business days, offering a solution suitable for urgent shipments. For international deliveries within Southeast Asia, delivery times generally range from 7 to 90 days depending on destinations and services chosen.

• Business Delivery Service: A service dedicated to businesses including scheduled pickup, multi-parcel shipment management and digital proof of delivery to facilitate tracking of commercial shipments
• Individual Delivery Service: Solutions for individuals and occasional shippers, with the option of dropping parcels at a Ninja Point collection point or scheduling home pickup
• Ninja Van Standard: Standard delivery service with delivery times of 1 to 3 business days, ideal for daily shipments without urgent characteristics
• Ninja Van Express: Accelerated delivery in 1 to 2 business days for parcels requiring priority handling
• Same-Day Delivery: Same-day delivery for parcels collected before the deadline, currently available in certain urban areas such as the Klang Valley in Malaysia
• International Delivery: Handling of cross-border flows to more than 44 countries, with customs procedures management and last-mile delivery

Beyond parcel delivery services, Ninja Van has developed a comprehensive logistics service offering to meet the needs of e-commerce companies. Ninja Fulfilment offers warehousing and order preparation solutions to accelerate shipment processing and optimize inventory management. This service is particularly suitable for online sellers wishing to outsource their logistics while maintaining a high level of service quality.

Ninja Freight is the company's freight and heavy logistics branch, offering air, sea, road and rail transport solutions for bulk imports and exports. This offering is aimed at companies with freight transport needs that go beyond the scope of traditional parcel delivery, with customized solutions depending on volumes and destinations.

Ninja Cold addresses specific needs for temperature-controlled transport. This service allows the transport of items requiring refrigeration, whether fresh fruits, frozen seafood or medicines. Ninja Cold ensures the maintenance of the cold chain throughout the delivery journey, guaranteeing the integrity of temperature-sensitive products.

Regarding delivery days, Ninja Van operates Monday through Saturday, six days a week. Delivery hours generally extend from 8:00 or 9:00 a.m. to 10:00 p.m., maximizing the chances of finding the recipient at home. The carrier does not deliver on Sundays or public holidays, but deliveries can be rescheduled for the next business day if the recipient is unavailable on Saturday.

What are Ninja Van's rates and maximum dimensions accepted?

Ninja Van's service pricing varies depending on several factors, including the weight and dimensions of the parcel, the place of origin and destination, as well as the type of delivery service chosen. The company strives to offer competitive and transparent rates, allowing shippers to obtain an accurate estimate of costs before confirming their shipment via the online platform or mobile application.

The calculation of shipping price takes into account either the actual weight of the parcel or its volumetric weight, with the tariff based on the highest value. Volumetric weight is calculated according to the standard industry formula: (height x width x length in centimeters) divided by 5000. This method reflects the actual bulk of the parcel in delivery vehicles and sorting centers.

• Maximum weight: Ninja Van accepts parcels up to 30 kg for its standard services in most markets
• Maximum dimensions: In Singapore, total dimensions (length + width + height) must not exceed 300 cm
• Limits in Malaysia: Cumulative dimensions (L + H + W) must be less than 280 cm for domestic shipments
• Standard rate Singapore: From SGD 2.50 for a parcel of 4 kg or less in standard delivery or Ninja Collect
• Express rate Singapore: SGD 4.50 for a parcel of 4 kg or less in Ninja Express service
• Malaysia rate: From RM 6.50 for domestic shipments

For cross-border shipments from Malaysia to Singapore, specific restrictions apply: parcels with a declared value equal to or greater than SGD 400 per shipment cannot be accepted. This limitation aims to simplify customs procedures and avoid complications related to high-value shipments.

Ninja Van also offers prepaid options in the form of Ninja Packs in Malaysia. These shipping pouches are available in four sizes (XS, S, M Lite and M) and operate on the principle of "whatever you can fit inside" with no weight limit. This option is particularly advantageous for small businesses and individuals making regular shipments, as it simplifies pricing and avoids surprises related to volumetric weight. However, Ninja Packs are exclusively reserved for domestic deliveries in Peninsular Malaysia.

For businesses and regular shippers, Ninja Van offers customized pricing plans and partnerships allowing optimization of delivery costs based on volumes shipped. These commercial agreements generally offer tiered rates and preferential conditions tailored to the specific needs of each business customer.

It is important to note that additional fees may apply for certain special services such as express deliveries, same-day delivery or delivery in remote areas. Shippers are invited to consult the online calculation tool or contact customer service to obtain an accurate quote corresponding to their specific needs.

What are Ninja Van's delivery options?

Ninja Van offers a variety of delivery options allowing recipients to choose the mode of receipt best suited to their constraints and preferences. This flexibility is one of the carrier's major strengths, seeking to minimize delivery failures by offering practical alternatives to traditional home delivery.

Home delivery remains the most common option, with extended time slots from 8:00 or 9:00 a.m. to 10:00 p.m. Monday through Saturday. These extended hours significantly increase the chances of finding the recipient present when the delivery driver arrives. If absent, the parcel can be rescheduled for a new delivery attempt the next business day.

• Home delivery: Delivery of the parcel to the address indicated by the shipper, with signature or digital proof of delivery
• Ninja Points: Network of partner collection points including neighborhood stores, pharmacies, hardware stores and grocery stores located in high-traffic areas
• Ninja Box: Secure automatic lockers allowing pickup of your parcel 24/7, particularly in light rail (LRT) stations
• Ninja Collect: Service allowing the recipient to choose a Ninja Point or Ninja Box pickup point at the time of order
• Delivery rescheduling: Ability to change the delivery date if unavailable
• Cash on Delivery: Payment option in cash (Cash on Delivery) available in all covered markets

Ninja Points constitute a dense network of local points where it is possible to deposit a parcel to ship, pick up an order or make a return. These partner points are selected for their accessibility and extended opening hours, offering a practical alternative for recipients who cannot be present at their home during regular delivery hours.

Ninja Box automated lockers offer an even more flexible solution, allowing pickup of your parcel at any time of day or night. The operation is simple: when the parcel is deposited in the locker, the recipient receives a verification code by email or SMS. They simply need to scan this code on the locker screen to open the compartment containing their parcel. These Ninja Boxes are strategically positioned in high-traffic locations such as public transit stations.

To use the Ninja Collect service, e-commerce customers can search for the most convenient collection point via the Ninja Van website, then copy and paste the address of this point in the delivery address field when paying on the merchant's website. This method ensures that the parcel will be delivered to a location accessible according to the recipient's schedule.

Once the parcel arrives at a collection point or locker, the recipient has 3 days to come and pick it up. If the parcel has not been picked up after this period, Ninja Van will attempt a home delivery. It is possible to pick up your parcel without the verification code by presenting a valid form of identification. A third party can also pick up the parcel as long as they know the verification code and present a copy of the recipient's ID.

Ninja Van also provides a notification system allowing recipients to track the progress of their delivery and receive alerts before the delivery driver's arrival. Depending on the markets, these notifications can be sent via popular messaging applications, facilitating communication and reducing the risk of delivery failure.

What should I do if my Ninja Van parcel is lost or damaged?

If you experience a problem with a Ninja Van parcel, whether it is a lost shipment, damaged or not received despite a delivery status, there are claim procedures that allow you to obtain a resolution and, if applicable, compensation. The steps vary slightly depending on whether you are the shipper or recipient of the parcel, as well as depending on the country in which you are located.

For recipients (consignees), the first step is to contact the seller from whom the order was placed. Indeed, the transport contract binds the shipper and the carrier, so it is up to the seller to file a claim with Ninja Van. The carrier will then work closely with the seller to resolve the issue and investigate the incident.

• Timeline for damaged parcels: The claim must be filed within 14 business days from the date the status changed to "Received"
• Timeline for lost parcels: The claim must be filed within 14 business days from the date the status changed to "Cancelled"
• Timeline Ninja Packs Malaysia: Claims must be made within 7 days following the end of the delivery service
• Preservation of packaging: In case of damage, keep all packaging materials as they may be examined as part of the investigation
• Fragile items: All fragile items must be labeled with a "Fragile" sticker, otherwise Ninja Van declines any responsibility in case of damage

If Ninja Van's recovery team discovers that a parcel is missing or damaged, they will contact the shipper by email with a claim form that must be completed and returned within 14 days. This form allows documentation of the problem and provides the evidence necessary for processing the compensation request.

Regarding compensation, amounts and conditions vary depending on the country and service types. In Singapore, in case of loss or damage attributable to the carrier, Ninja Van offers compensation capped at SGD 100 per parcel or the declared value of the parcel, whichever is lower. In Malaysia, Ninja Van's liability is limited to the value of the item or RM 200 per parcel, whichever is the lower amount.

Compensation payment generally occurs within 15 business days from Ninja Van's receipt of the signed and sealed compensation confirmation document. The shipper can expect to receive payment within 7 business days following the official declaration of loss or damage, and in any case no later than 30 days after filing the claim.

For orders placed on marketplaces like Shopee or Lazada, claims must be filed directly with the marketplace concerned and not with Ninja Van. These marketplaces have their own dispute resolution procedures and buyer protection.

To contact Ninja Van customer service and file a claim, several channels are available depending on the country:

• Singapore: Phone +65 6602 8271
• Malaysia: WhatsApp or email [email protected]
• Philippines: Email [email protected]
• Vietnam: Phone 1900 988 928 or email [email protected]
• Indonesia: Phone +62 21 2926 4120

When contacting customer service, it is recommended to provide the following information: tracking number, shipper name, full address and shipment date. Also request a case reference number to facilitate tracking of your claim.

Does Ninja Van handle international shipments and customs procedures?

Ninja Van offers international delivery solutions allowing shipment of parcels to more than 44 countries worldwide. With its regional expertise in Southeast Asia, the carrier has developed cross-border services facilitating trade between the different markets in the region and beyond. These solutions are aimed at both individuals and businesses with international shipping needs.

Ninja Van's cross-border services cover the entire journey of the shipment, from collection at the shipper to final delivery in the destination country. The company handles customs clearance, cash on delivery (Cash on Delivery) when this option is available, as well as customer returns management. This end-to-end approach greatly simplifies international shipments for online sellers.

• Covered destinations: More than 44 countries accessible from Ninja Van markets, with particularly dense coverage in Southeast Asia
• E2E Parcel Delivery service: Shipments from Hong Kong to Singapore, Malaysia, the Philippines and Vietnam with complete handling
• Multiple origins: Ability to ship from China, Taiwan, South Korea and Japan to Southeast Asia markets
• Ninja Flexi: Service allowing shipping of parcels up to 30 kg from Singapore to Malaysia, the Philippines, Hong Kong, Macao, Japan, Australia, the United States, the United Kingdom and New Zealand
• DDP option (Delivered Duty Paid): Ability to prepay import duties and taxes to speed up customs clearance and avoid surprise charges for the recipient

Regarding customs procedures, Ninja Van offers simplified management to facilitate parcel clearance at borders. The DDP (Delivered Duty Paid) option allows the shipper to settle all import duties and taxes in advance. This approach has several advantages: parcels pass through customs checks more quickly and recipients have no additional fees to settle upon receipt.

Applicable duties and taxes depend on several factors: the customs code (HS code) of the product being shipped, the country of origin and the country of destination. These elements determine the applicable tax rate for the shipment. To obtain an accurate estimate of customs fees, Ninja Van invites shippers to complete a request form so their experts can provide personalized advice.

For freight shipments and large shipments, Ninja Freight offers multimodal transport solutions (air, maritime, road, rail) with support on documentation and regulatory compliance issues. This branch of activity is aimed at companies with freight transport needs that go beyond the scope of standard parcel delivery.

Tracking of international shipments is structured to provide clear visibility at each stage of the journey. The statuses notably indicate cross-border transit, holding in customs area when additional checks are required, as well as successful customs clearance before transfer to the local distribution network. This transparency allows shippers and recipients to precisely track the progress of their international parcels.

For certain markets, Ninja Van also organizes export return solutions, allowing online sellers to offer international returns to their customers. These returns are collected via drop-off points or collection tours, then consolidated before reshipment to the address indicated by the merchant. This ability to manage cross-border returns is an important asset for e-commerce companies operating internationally.

Understanding tracking statuses

When you track a Ninja Van parcel online, different statuses may appear to inform you of the progress of your shipment. These statuses are designed to provide clear visibility of each stage of the journey, from initial pickup to final delivery. Here are the main statuses and their meaning: