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ABOUT US

What is Ninja Sweets?

Ninja Sweets is a global snack delivery service based in Japan, specializing in premium Japanese treats. Our team searches across Japan to source top-quality regional specialties and unique snacks, delivering them to customers worldwide.

What nutritional/allergy information do you provide?

We provide allergy information for each snack by translating the allergen details from the packaging and displaying them on our website’s product pages.

If you have any questions regarding allergy information of a specific product, please contact us at contact@ninjasweets.com.

Are my snacks expired?

Japan writes their snacks in the YEAR/MONTH/DATE format.  While we would never deliberately send an expired snack, if you find that a snack has expired at the time of delivery, please contact us at contact@ninjasweets.com.

SHIPPING

What are your shipping rates?

Free worldwide shipping when you spend $150 or more!

Orders under this amount will have a $30.00 flat rate applied.

A minimum cart total of $80.00 is required to place an order.

Do you ship in my country?

We currently deliver to the following countries without issue:

Cambodia, Canada, Hong Kong, Kazakhstan, Lebanon, Macao, Malaysia, Mexico, Monaco, Myanmar, Netherlands, Philippines, Qatar, Saint Pierre and Miquelon, Singapore, South Korea, Taiwan, Thailand, US, and Vietnam.

Local Laws and Regulations

Since Ninja Sweets operates from Japan, the rules governing our products may differ from those in your country. We ship worldwide to share Japan’s finest snacks, but we can’t guarantee compliance with every nation’s regulations.


We recommend customers check their local import laws to avoid potential fines, duties, or customs rejections. Umami Sensei is not responsible for any penalties or issues arising from these regulations. For questions, email us at contact@ninjasweets.com.

My item arrived damaged

If your snack arrives damaged (e.g., melted or broken), please snap a photo and email it to contact@ninjasweets.com for assistance.


Note: During warmer months, chocolate may melt if temperatures exceed 23°C (73°F), and significant melting is possible above 28°C (82°F). We’re not liable for heat-related damage during transit.

When does my order ship?

Orders leave our facility within 3-5 business days of being placed and then handed to the delivery courier.

My order has shipped. When will it arrive?

In order to better serve you, we've upgraded our shipping logistics to Japan and ship using DHL, which allows us to now offer Free International  Shipping! Boxes usually arrive 1 week after ship date.

If you receive a letter or message from the post office about your damaged or lost box, feel free to email us with a photo of the letter or message so we can get a new one sent out to you right away.

The final delivery will be made by your local government sponsored postal service (for example, in the U.S., USPS makes the final delivery of your box).

We currently have 3 different shipping options: Saver, Standard and Express.

Will my order arrive by a specific day?

Unfortunately, we cannot guarantee that your box or order will arrive by a certain date because our boxes ship directly from Japan and international shipping can be unpredictable.

If your shipment has not arrived after 1-2 weeks from the shipping confirmation email, please feel free to contact us at contact@ninjasweets.com and we will do our best to help.

How can I ship to multiple addresses?

Thank you for wanting to share the NinjaSweets experience with your friends and family!

Because we need a unique shipping address attached to each order, it's currently not possible to order multiple boxes going to different addresses in the same order. Please place a new order for each box that is going to a different address.

Will customs delay my package arrival?

Before ordering, we recommend you double check any customs regulations that can affect your shipment and cause delays or problems. When items are shipped internationally, every shipment must go through customs. This may cause a slight delay for arrival of your shipment. After customs clears your package, it will be set to be delivered within your local post office!

Please note that shipments to Brazil may require additional information from customs such as your Passport No. or Tax ID, and may require a duty payment before the parcel is cleared by customs.

TRACKING

I checked my tracking number and it hasn't moved

While we wish we could speed up how fast you get your package, we unfortunately cannot control any delays that might happen while your Umami order is in transit!

All packages are subject to customs inspection. Once your package arrives in the destination country, customs will inspect the package. We do not have any control when they will release the package. Keep an eye on your tracking information to watch it's journey and see when its released!

My package was marked as delivered but it is not here!

It is very common for there to be a lag in time from when the parcel is marked as "delivered" and when it actually arrives. Sometimes, they will mark an item as delivered and it won't arrive until 3-4 days later at the worst case - 1 week later.

If your package does not arrive within 3-5 days of being marked as delivered, we ask that you contact your local post office first and then contact us at contact@ninjasweets.com us so we can proceed with the next steps!

What does "retention" mean on my tracking status?

If your tracking has "Retention" status under the shipping tracking record column, it is either being held at customs for inspection or the package was delivered and no one was there to receive it. You (or the recipient) should have received a slip from the postal carrier with instructions on how to retrieve the package. If you did not receive a slip, there is a chance the package is still at customs for inspection and you may need to wait a few days for it to clear customs. We also recommend you contact your local post office as soon as possible so you can resolve the issue.

Please note that NinjaSweets cannot control how long customs may detain or when they release a package.

What does arrival at collection point mean?

If your tracking says: "Item arrival at collection point for pick-up" that means your parcel is ready for pickup at the local post office branch. We recommend that you contact your local post office immediately or your item will be shipped back to us!

Please contact your local post office to get more information about the delivery.

My tracking says my post office?  Do I need to pick it up?

If you see "Item Arrival At Collection Point"on your tracking - please go to your local post office ASAP with your tracking number and valid photo ID.

If you do not know where your local post office is, please call your country's main post office hubhelp line to determine where your item is being held at.

If you do not do this within a certain time frame, your package will be shipped back to Japan.

BILLING AND PAYMENT

What is your refund policy?

Because the artisanal, gourmet snacks we curate are perishable and sometimes have short shelf lives, all items purchased through umamisensei.com are final and non-refundable. We do not accept returned orders/items.

If your order has been delayed and hasn't arrived from within 6-8 weeks from the ship date, please reach us at contact@ninjasweets.com. Missing or lost orders must be reported within 10 weeks from the shipping confirmation date to be eligible for reimbursement.

Customer satisfaction is of the utmost importance to us. If you encounter any issues, please do not hesitate to contact us at contact@ninjasweets.com for assistance.

Can I be billed in a currency other than USD?

At this time all orders are processed in USD.

For your reference we do have an on-site currency converter that will estimate the product price in CAD, AUD, GBP, JPY, EUR, SGD, and HKD. However, this is only an estimate, and the value on your bank statement may be different from the estimate shown. The value charged in your local currency is subject to the exchange rate between USD and your local currency at the time of your purchase.

What happens if I’m charged customs taxes or fees?

Each country has their own laws and regulations when it comes to processing shipments from other countries. If customs charges fees or taxes charges do occur, you are 100% responsible for the fees. Umami Sensei is not responsible for customs charges or taxes that your country may charge you upon delivery. Customs tax is charged by your local government and NinjaSweets does not have control if you are charged import taxes.

My card won't go through. What's the problem?

Our payment system needs to verify the CVC/CVV code along with the billing zip code. Your billing address and shipping address do not need to be the same, we just need to verify for the zip code of the card.


 Please check with the issuing company to see if you need to register the card or if they provide the zip code.

If you are still having issues with your payment card, please contact your bank first and then contact us at contact@ninjasweets.com for more further trouble.

Promo Codes / Coupon Codes.

Received an e-mail with a promo code and want to know how to apply it to your first order? It's super easy!

After adding the order to your shopping cart (Please make sure that the size of the Box is within the coupon code limitations), you can find the COUPON OR GIFT CODE box below the total.