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Return Policy

What Happens if my package or items are missing?

This is a rare and an unfortunate case, we will surely need some calm and patience during this process, because we are here on your side as your agent not against you, We will do our best to find an answer. Soonest such thing happened, you must report the missing in detail with description and pictures of proof to our offices. We will investigate it for you and locate it where it is at first, If we were not able to locate then we will have two options

  • If products shipped complete and something happened during the customs or shipping then it means Because; there is no power over customs or shipping companies, We clearly can't be accountable! The loss must be covered by your insurance or shipping company's insurance.
  • But if something happened during fulfillment and we verified that by checking weights and documents then we will gladly either refund you or resend you the missing items or packages. 

Can I return / refund the order if design/color is wrong?

Full refund can be applied on wrong design; Due to the different color patterns of pictures and different displays equipment, color difference is inevitable; To get less color difference, appreciated we can have your color pantone number. 2-7% color difference should be accepted.

How to exchange or get refunded?

We only accept to exchange or refund, if:

  • Wrong item(s) received.
  • The item is damaged or defective.

Contact us at sales@ninjapromos.com for refund or replacement request.


  • Cancellation of an order is possible as long as the order hasn't been produced yet. A cancellation fee of 10% payment is charged to a customer who wants to cancel the order due to objective reasons.
  • A cancellation fee of 35%-50% payment is charged to a customer who wants to cancel the order due to subjective reasons.
  • If the order has already been shipped, cancellation is not possible.

Contact us at sales@ninjapromos.com for cancellation request.

Missing Item

    • We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
    • If an item is missing, please contact us at sales@ninjapromos.com with the order number, the missing item's name and a picture of the package showing the shipping label.