I am under 18, can I place an order?
Though we love our young subscribers, please make sure you have the authorization of an adult before placing an order with us.
Where do you ship to?
We currently only ship to the United States and all of its territories and Canada.
Most orders ship via First Class priority Mail or Priority Mail. At times orders can be upgraded to 2nd Day Air UPS based on availability and the order's destination address.
Please allow 2 - 3 Days for your order to ship once your order is placed.
Do you ship to PO Box of Army post addresses?
Yes, we ship to PO box or military post addresses. UPS orders cannot be shipped to PO Boxes. Doing so may delay your order.
How long does it take to receive a my order?
Orders ship from the Los Angeles, CA area. USPS can can take anywhere from 3 to 7 business days for an orders to arrive within the lower 48 states, 5-10 business days for Alaska and Hawaii and other territories. All customers will be provided with a tracking number that can be used to track your package.
Once USPS or UPS has received your order, it's up to them to deliver the package on time. Please note delays can be caused by anything including incomplete address information and national disaster/state emergency orders both in your area and along the order's travel route.
Where is my order?
If you have not received your parcel within the estimated time frame please email us at help@spyninjasstore.com
What is your returns policy?
You have 30 days from receiving your product to tell us if you wish to return it for a full refund, less the original delivery charge. To return an item, please attach the returns slip enclosed with your purchase and attach to the outer packaging.
To process a return, visit our return form here to process your return. Please note, some items may not be returnable or they may require customer service approval before your item can be returns. Due to health and safety, jewelry and other PPE items are non-refundable unless damaged on delivery. Also, depending on the reason for returning your item, you may be subject to a postage charge in order to return your order.
A damaged or defective item can only be replaced for the same item. If the item has a tag attached, please ensure this has not been removed. Another item cannot be substituted in place of a damaged or defective item. Please note that due to health and safety, jewelry is non-refundable unless damaged on delivery.
What is your exchange policy?
Currently we do not process exchanges. If you'd like to exchange your item, please follow our return policy to return your item for a refund and place a new order for the item you would like. We currently process returns this way for two reasons, 1) placing a new order will allow for you to receive your exchange item quicker and 2) our inventory changes so rapidly that by the time we receive your return and then process the exchange, the item or size you have selected may already be sold out. By placing a new order as your exchange, you can insure that you receive the item you originally intended to order.
How long does a return/exchange take?
Because we don't process exchanges, receiving your replacement item is dependent on how quickly you place your new order and the shipping method you have selected. Once an item has been returned and received, it can take up to 7 business days to process your return on our end. Once the return has been processed, you will receive an email confirming the refund. Please allow up to 7-14 business days for your credit card to reflect the refund. If you have not seen a refund after you have received a confirmation from us by your next billing cycle, please contact your credit card company.
What do I do if my product is faulty?
If your product is faulty, please email us at help@spyninjasstore.com with a photo of the faulty product. Depending on the item, our customer service team will instruct you on what to do with the item you have and will confirm replacement
Orders
Can I pre-order products?
We currently offer pre orders on selected products only. Sign up to our newsletter to be kept up to date with new products and pre-orders. Please note that if you order other products alongside your pre-order, the order will be shipped to you as a whole once the pre-ordered product is available.
Out of stock products
If the product you wish to purchase is out of stock, please click on the 'Email Me When Back in Stock' button to be kept up to date when available again.
Can I add an Item to my order?
Unfortunately you cannot add items to your order once you have checked out. You will have to place another order for your additional items.
Can I cancel my order?
We may be able to cancel your order if it has not already been sent out. If you would like to cancel your order please send us an email at help@spyninjasstore.com Please note we cannot cancel your order if it has already been shipped.
Can I change a delivery address once an order has been placed?
We may be able to change your delivery address if it has not already been sent out. If you would like to change this please send us an email ASAP at help@spyninjasstore.com. Please note we cannot cancel your order if it has already been sent.
Promotional codes and vouchers
Do you sell gift certificates?
Yes, we do sell gift certificates, these can be found for purchase at spyninjastore.com.
Where do I enter my promotional code?
At the checkout, above your subtotal is a box in which you can enter any discount codes.
My promotional code was not applied, what do I do?
If you entered the promotional code and it did not apply it to the total please double check that you have the correct code or that it has not already expired. If checked and the code is still not working, please contact us on help@spyninjasstore.com
