Shopping details
Services, storage, shipping, returns and cancellations, insurance, and who is responsible for what.
For a quick overview, start with the Ninja Guide.
What's included
Every order includes these standard services at no extra charge:
- Item photos — we photograph your items when they arrive at our warehouse. Photos are available typically within 1-2 business days of arrival.
- Weight & measurements — each item is weighed and measured individually using automated equipment. These measurements determine your shipping cost.
- Basic inspection — we note the style, quantity, color, and size, and add QC photos showing any visible damage, stains, or defects so you can review before shipping. We do not open sealed packaging, power on electronics, or perform professional quality testing.
- Inbound with original packaging — we keep the seller's product packaging intact. Outer shipping bags are removed; boxes are retained.
- Invoice removal — invoices, receipts, and shipping slips are removed from inside packages to reduce the chance of taxation.
- Item notes — leave instructions on any item in your cart before you pay (e.g. "don't include seller freebies," "check shoe size label"). The note travels with that item to the person who buys it.
- Free storage — your items are stored free for 69 days after arrival.
- Discount codes — enter one at checkout before you pay. It comes off the item and service cost, not the fees; tax is charged on the discounted amount. One code per order.
Custom items
Want something that isn't listed on NinjaBuy? Describe it as a custom item. Choose Describe an item in the site footer or from your cart, and tell us what you want: a name, a description, an optional link, and up to five reference photos. Give us your best price estimate, then add it to your cart or buy it right away. We may get back to you with questions before buying.
Custom items are sourced by our team after payment, and the estimate is settled the same way as any other price difference: a lower actual cost is refunded to your balance, and a larger overage holds the item until you confirm the adjusted cost. If we cannot find it, the item is cancelled and refunded in full.
Warehouse
Your items are stored individually at the Ninja Network warehouse until you're ready to ship.
Storage rules
- Free period: 69 days from the date the item arrives at the warehouse.
- After 69 days: items are disposed of unless you ship them or purchase extended storage.
- Extended storage: you can purchase more storage time at ¥0.10 per item per day.
- Notifications: we'll notify you multiple times before your free storage runs out — in the app and by email. Disposal happens after the free period regardless of whether you see the notifications, so keep an eye on your dashboard.
Consolidation
You can combine multiple orders into a single shipment. Wait for all your orders to arrive, then create one shipment. This reduces shipping cost.
Shipping
Creating a shipment
Select items from your warehouse, choose a shipping method, and we'll quote you a price. You don't have to ship everything at once.
Packing services
When creating a shipment, you can add optional packing add-ons:
- Remove tags (CN¥5.00): We remove price tags and hang tags from your items before packing.
- Remove retail/shoe boxes (free): We discard retail and shoe boxes and pack your items snugly instead. Boxes add weight and volume, so removing them lowers your shipping cost — that's why it's free.
Items may not be eligible for return after tag removal.
How shipping is priced
Shipping cost is based on weight, destination, and the method you choose. When you create a shipment, we estimate the final package weight and quote you a price.
Each shipment also includes a small flat handling fee, shown as its own line in the checkout summary — it covers picking your items from storage, packing, and preparing the parcel for dispatch.
For bulky but light packages, carriers may charge based on volumetric weight instead of actual weight. We charge whichever is higher.
Packing & final weight
Once your shipment is confirmed, we pack your items and weigh the final package. The price you were quoted was an estimate based on individual item weights — after packing, the actual weight may differ slightly.
- Actual cost lower than the estimate — the difference is refunded to your credit balance after the package ships.
- Actual cost higher than the estimate — we'll absorb small overages in most cases. For larger differences, your shipment is held and we'll notify you (in the app and by email) with the adjusted cost.
Held shipments
A shipment that's packed but can't ship yet — because you haven't approved an adjusted cost, or you want to change something — is considered held. While a shipment is held:
- Individual item storage clocks are paused. Items are no longer stored individually; they're inside a packed box.
- The packed shipment itself starts a new storage clock — 69 days free, same as individual items. Storage fees may apply after the free period.
- You can unpack at any time, free. Not just to cancel — also if you want to add more items to your haul, consolidate differently, or just change your mind. Items go back to individual storage at whatever day their clock was paused.
- Abandonment. If a shipment is held past its storage limit with no response, it's disposed of under the same rules as expired warehouse storage.
- Ship-out cost must include any accrued storage fees. When you do ship, any storage fees on the held shipment are paid along with the shipping cost.
Tracking
After dispatch, we email you the tracking number with a link to follow your package on the carrier's website. Gaps in tracking are normal during customs processing.
Restricted items
We'll ship anything that's lawful, legal, and supported by our shipping lines. Some items — like electronics with batteries, liquids, or cosmetics — may require specific shipping routes. We'll show you which methods support your items.
We cannot ship anything illegal to export from China or import into your country. We reserve the right to refuse any order or shipment at our discretion — including prohibited items, potentially fraudulent orders, or items incompatible with our shipping lines. If we refuse an order, the item cost is refunded to your credit balance.
Shipping risks
International shipments are delivered by third-party logistics providers. While we select reliable carriers and shipping routes, international shipping carries inherent risks including customs delays, seizure, loss, or damage in transit. Ninja is not liable for events caused by customs authorities, carrier errors, or other factors outside our control.
Returns and cancellations
Returns & exchanges
If something's wrong with your item, you can request a return to the seller through your dashboard.
For the full return request flow, including the standard 7-day warehouse return window, see Returns and Refunds.
Refund timeline:
| Order status | Refund completed within |
|---|---|
| Not yet ordered | Immediately to your balance |
| Processing | Within 24 hours, to your balance |
| Ordered but not shipped | Within 72 hours, to your balance |
| Shipped / arrived at warehouse | Subject to seller (typically 7-15 days) |
Rules:
- Return shipping within China is at your cost.
- Returns must be requested before international shipping — once an item ships out, return is not possible.
- Not all sellers accept returns. Some items are final sale.
- Items must be in original condition. Used, worn, or customer-damaged items cannot be returned.
- Refunds always include the sales tax on whatever is refunded.
Cancellations
| Stage | Can you cancel? | Refund |
|---|---|---|
| Before items are purchased from the seller | Yes | Full refund to balance, immediately |
| Being ordered | Yes | Refund within 24 hours |
| Ordered, before seller ships | We'll try with seller | Refund within 72 hours if successful |
| Item at our warehouse | Return to seller | Minus return shipping, 7-15 days |
| After international shipping starts | No | Not possible |
Refunds always include the sales tax on whatever is refunded.
Customs & duties
You are the importer of record. When your package arrives in your country, you may owe import duties, sales tax, or processing fees. We can't predict the amount.
We declare the actual value of your goods on customs forms. We do not under-declare or mark commercial goods as "gifts."
If customs holds your package, we'll provide documentation we can. You may need to pay duties or provide additional information to release it.
Responsibility
We are responsible for:
- Accurately processing your item selections and instructions
- Receiving and storing items at our warehouse
- Providing item photos and measurements typically within 1-2 business days of arrival
- Packing and shipping items safely
- Providing tracking information
- Handling seller communication
- Handling your credit balance accurately
We are NOT responsible for:
- Product quality, authenticity, or accuracy of seller listings
- Customs delays, duties, or seizures
- Carrier delays or damage during international transit
- Items lost or damaged after delivery
- Seller refusal to accept returns
- Your country's import regulations
If something goes wrong within our control, we'll make it right. If something goes wrong outside our control, we'll help as much as we can.
NinjaBuy is operated by NINJA PLATFORM LLC, a Wyoming limited liability company. Business address: c/o Northwest Registered Agent Service Inc, 30 N Gould St, Ste N, Sheridan, WY 82801, USA.