Frequently Asked Questions
Please read the item descriptions carefully before making your purchase.
How do I pay?
We accept payments online through Stripe using all major credit and debit cards. Due to fraudulent transactions in the past, we no longer accept payment by bank transfer or COD.
When will my order be shipped?
Please read the product description for pre-orders. The shipping dates are usually clearly stated on the front page and item description.
We aim to ship as quickly as possible, but when we receive a large volume of orders shipping may take longer, especially if the items are autographed. For more information, please read our Shipping Policy.
What is included in the shipping cost?
Our shipping charges include not only parcel fees but also the cost of packaging like bubble wrap and mailing flyers. Fees may cost more for items like posters, which need to be sent in shipping tubes. We try our best to ensure that the contents of your package arrive undamaged.
What is my order status?
You can check your order status at any time by clicking on 'View Your Order' in the confirmation email we sent you, or by logging in to your account. Once there you will be able to see your order details, payment status and tracking number.
How can I track my order?
Tracking numbers are sent via a system-generated email once the order has been sent out. Please give at least 24 hours for Ninjavan to update your tracking information.
How long will my order take to arrive?
Depending on where you are and other factors such as public holidays and weekends, shipping takes anywhere from one to three working days to arrive. For international orders, give 10 - 14 days for Asian regions and up to 20 working days for the rest of the world.
*We aim to meet these delivery times but during busy or holiday periods, deliveries may take longer.
My order did not arrive.
Please contact us at email@example.com if your order has not arrived after 7 working days from the delivery date for local (Malaysia) and 30 working days for international.
My purchased item is damaged/defective.
Please email firstname.lastname@example.org with the following details:
- The order number
- A description of the damage
- An unboxing video of the damage
We'll get back to you as quickly as we can.
Important: We do not replace crystal casings for CDs damaged during shipping!
We do our best to make sure your order is well-packaged and safe, and any damage sustained through shipping is considered the courier's fault. We assure you when your items leave our hands, it is in pristine condition.
However, if the damage/defect is on your disc (skipping, foreign noises, no sound) or inlay (printing defects, missing pages), we will replace these respectively.
I received an incorrect item/missing item.
We are so sorry for the mistake! If an item is incorrect or missing from your order, please email email@example.com with your order number and information regarding the wrong or missing product, and we will rectify it immediately.
Why did you cancel my order?
We reserve the right to cancel any orders that indicate a fraudulent purchase or reseller. We also do not allow drop-shipping. Because our items are limited, we would like to give everyone a fair chance of buying them at our prices. If your order was canceled, an email will be sent to you as well as details of your refund. For more information, please read our Terms of Service.
Do I have to pay import duty or taxes and charges?
Import duties, taxes, and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to buying.