Free Shipping On All Orders Above RM 300

Free Returns Within 14 Days

Frequently asked questions

Orders & Returns (Online)

What is your online return policy?

All orders except nutrition and consumables are eligible for a free return within 14 days of receiving your order. We offer return pick up via Ninja Van within Malaysia, except Labuan and Limbang.

All returns must be unworn, unopened, unwashed, undamaged and in their original condition with all original tags attached and/or in their original packaging which must also be undamaged in its original condition.

The original packaging must also be returned in its original condition and must not be marked, labeled, damaged, or taped.

Running Lab reserves the right to reject your return should the item, its box or packaging be marked, damaged, or not returned in a saleable condition.

Delivery fees are non-refundable.

What is your online exchange policy?

We do not offer any exchange for online purchases. You may submit a return request form and place a new order once your refund has been approved and processed.

Can I change or cancel my online order?

We are not able to change or amend your order once your order has been confirmed.

I placed an order with the wrong delivery address. Can I change my delivery address?

Once your order has been confirmed we are unable to change your delivery address. We strongly advise that you make sure all your details are entered correctly before placing your order.

Running Lab holds no responsibility for any loss of items resulting from entering a wrong delivery address.

I have received the wrong item(s). What do I do?

Please contact our customer service representative and we will be in touch as soon as possible.

Can I return an online order at one of your retail stores?

We do not offer returns and exchanges to our retail stores. Please fill up the returns form and a customer service representative will be in touch with information on how to process your return parcel. Please note that parcels returned without prior confirmation cannot be accepted.

Orders & Returns (In-store)

What is your in-store return policy?

We do not offer returns or refund for in-store purchases.

What is your in-store exchange policy?

All purchases are eligible for a free exchange within 14 days of your purchase.

Proof of purchase must be presented during exchange.

Exchanging items must be unworn, unopened, unwashed, undamaged and in their original condition with all original tags attached and/or in their original packaging which must also be undamaged in its original condition.

The original packaging must also be returned in its original condition and must not be marked, labeled, damaged, or taped.

Running Lab reserves the right to reject your exchange should the item, its box or packaging be marked, damaged, or not returned in a saleable condition.

Where can I purchase gift vouchers?

Gift vouchers are available at any of our stores. Kindly speak to one of our service staff to make your purchase.

Shipping

Do you offer free shipping?

Orders above RM 300 are eligible for free shipping.

Delivery fee applies to orders below RM 300.

No promo code is required as free shipping will be applied at checkout.

How do I track my order?

We will send you tracking information as soon as it is available. To track your order, enter your parcel tracking ID at https://www.ninjavan.co/en-my/tracking

How long will it take to receive my order?

Local Shipping (Within Malaysia)
Orders placed before 10am will be delivered within 5 - 7 working days.

For more information regarding delivery, please use the tracking ID provided once your order has been processed.

Where are your orders shipped from?

All orders are shipped locally from Malaysia.

What countries do you ship to?

We currently ship to customers within Malaysia only. For international orders, please head over to Running Lab Singapore.

Product Guarantee

I received a defective item. What do I do?

If an item arrives damaged or faulty, please contact our customer service representative who will advise on your return options.

We will then send the item to the relevant team for inspection. Our assessment will determine if a manufacturing fault is present, then depending on the results offer a refund.

How long will it take to receive my refund?

When our assessment concludes that you are eligible for a refund, we will process the refund within 14 working days.

Running Gait Analysis

How much does it cost to do a running gait analysis?

We conduct Running Gait Analysis at our stores for free with no obligations!

Where can I get a free running gait analysis?

We provide Running Gait Analysis at our retail stores.

What should I bring to do a running gait analysis?

You don’t need anything special for the gait analysis. Just wear clothes comfortable to run in for a short period of time, bring a pair of running socks, and your current running shoes.

How long does a running gait analysis take?

The running gait analysis itself takes 5 to 10 minutes.

The detailed explanation and discussion about your running gait can take 5-20 minutes, depending on your questions and points to cover. Trying on shoes and finding the perfect pair takes as long as you need to feel confident in your choice.

Overall, the entire process can take between 20 minutes to 1 hour.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.