FAQ

1. What are the delivery charges for orders from the Ninja Shark Online Shop?

We really like you, you are probably one of us.

So, today we provide Australia wide FREE Shipping on all the orders.

Go to the Shop now and benefit of this promo.

2. What currency are the prices in?

We are an Australian family business. All our love is for Australia.

All prices are in AUD - Australian Dollar.

3. I have entered an incorrect address!

If you have misspelt or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information.

Notify us immediately via email at Support@NinjaShark.com.au

If the address is wrong, we can correct this within a few hours.

No refund will be given after 12 hours of incorrect submission.

4. Do you ship Internationally?

We love all of you, that is why we have dedicated websites for other locations too.

The innovations and deals we put in place are for Australian deliveries only.

If you really can't live without some of our products, please email us at Support@NinjaShark.com.au and we will find a way.

5. Which payment methods are accepted?

Since this is a special day, we want to provide you with all the options.

For all the online payments Ninja Shark uses the best and most secured Worldwide leaders in payments like:

  • Stripe - for all the credit cards
  • PayPal - for PayPal account and credit cards
  • AfterPay - to allow our customers to pay their order in 4 simple instalments
  •  

Should you prefer any other payment option, please don't hesitate to contact us.

6. How long will delivery take?

We are as excited as you.

That's why, for every order you successfully place on our website, we will provide you with an estimate and also a tracking number.

For more details, please check our delivery estimates dedicated page.

7. How secure is shopping on Ninja Shark? Is my data protected?

Absolutely! We are super crazy with protection.

We use SSL security to ensure all your personal information is encrypted.

We do not store your credit card information and it will only be used one-time only upon purchasing of your product. Then your credit card information will be purged.

8. What exactly happens after ordering?

First, we will be super excited because we are a small Australian family business and every order means A LOT.

After that, we will run to pack all your goods and contact to schedule the pickup with our couriers.

Once we get the tracking number for your order, we will pick up the email and write you an update so you will know exactly where the package is and when it should be delivered.

Once delivered, we will hold our breath and wait for your feedback.

Share a picture with your new products by tagging us on Instagram @NinjaSharkAU or send it on Facebook.

After all this, we will do a Hula Dance and go to bed.

9. Do I receive an invoice for my order?

Of course YES.

After you place your order, we will check the stock and once done you will get the confirmation email.

All the details will be in it.

Should you need more details, please don't hesitate to contact us.

10. I emailed your customer service team. When should I expect a response?

I know...I know..but if you haven't received a reply yet, it means we are lost somewhere in the warehouse or we are actually underwater...

Once we get signal underwater...We aim to respond to all E-mails within 24-48 hours.

Sometimes, during the holidays we will go in the water to enjoy the wonderful Ninja Shark products ourselves.

11. I have not received my order confirmation, what should I do?

That means our server went for a dive...or something...sorry about that...

If you haven't received your order confirmation within 24 hours please contact us and we will look into this.

12. Does Ninja Shark provide a quality guarantee for all the products being sold?

Absolutely! This is what we do, day and night...we breath Ninja Shark and we absolutely love our products...

If you do not like the product or find damages to the product, contact us immediately!

We do all we can to ensure your best shopping experience.

You can simply contact us and we’ll get it addressed!

13. Can you dive with the Ninja Shark Equaliser?

14. Can you breathe underwater with the Ninja Shark full face snorkel mask?

Yes, of course, but as long as the top of the tube is above the water.

This is a snorkel mask and not a scuba diving mask.

Since there is no oxygen source attached to the mask, you will have to hold your breath once you fully submerge.

There is no full face snorkel mask that gives you the superpower to breathe underwater once the top of the tube is under the water.

We are taking care of you with the dry-leak feature. Once fully submerged, the tube will seal and no water will come inside until going above the water again.

15. What is the difference between the Equaliser and the Foldable?

Both (Equaliser and the Foldable) are adult masks.

At the end of the day is more a matter of your preferences and use.

Obviously, the Equaliser has the nose are pinchable, and you can youch and pinch your nose to equalise the pressure in your ears - but that doesn't mean you can use the Equaliser for scuba diving or more than 3-6 meters (check the above answer).

Equaliser comes at this stage with universal size, fits most +12 years, but it is not recommended for very small (narrow) or large faces.

Yes, I know it's a bit vague, but make sure you are checking the size chart guide available on each product page.

On the other hand, the Foldable comes in 2 x sizes and it's tailored for more faces.

16. I have the Ninja Shark full face snorkel mask mask, how can I test it?

We strongly recommend testing any Ninja Shark full-face snorkel mask immediately you receive your delivery.

Although the Equaliser comes in a universal size that fits most 12+ year olds, it is unfortunately not recommended for faces that are either very narrow or very wide. I know, it sounds vague, but now’s the best time to put the mask on and see how it fits on your face.

Don’t wait until you’re on your dream holiday to try on your mask. If it doesn’t fit properly then it may cause leaking, which won’t be a fun time for you (trust me). We have a basic sizing chart guide and note on our product page - click here.

I strongly recommend you test your new mask before being by the water or on your next vacation. Here’s how to test it:

  1. Place the mask on your face,
  2. Tighten the bottom straps only (leave the top at the end of their line),
  3. Check with your finger that there is no gap or space between the mask frame and your face. Any space will cause water to leak in (and who doesn’t hate that?)

 

Note: You want to tighten your mask as much as possible, but still make it comfortable on your face. Don’t overdo the tightness since you want to stay comfy in the water.

Note 2: Having a proper seal around your mask is super important, I’m not playing around here! When you’re testing your mask do try to take the time to do it properly and make sure there is no hair or anything in between, and no sunscreen on your face.

17. My mask doesn’t fit!

For smaller or larger faces, or if your Equaliser doesn’t have the proper fit, no stress! You can still use a Ninja Shark snorkel mask with one of our foldable adult masks that come in two sizes (S/M or L/XL). We’ll arrange a swap for you, and you can test the foldable snorkel mask on your face to see if it is a better fit for your face. Check out our foldable masks here.

If you already have the foldable snorkel mask, test this one out and see if it fits differently. This mask has a totally different frame design to our Equaliser masks and is sometimes better suited for unique face shapes (you one-of-a-kind beauty, you!)

Having a proper seal around your mask is super important, I’m not playing around here! When you’re testing your mask do try to take the time to do it properly and make sure there is no hair or anything in between, and no sunscreen on your face.

18. What size for the Equaliser?

Equaliser comes at this stage with universal size, fits most +12 years, but it is not recommended for very small (narrow) or large faces.

Yes, I know it's a bit vague, but make sure you are checking the size chart guide available on each product page.

On the other hand, the Foldable comes in 2 x sizes and it's tailored for more faces.

19. Equaliser works with kids?

By default, the general recommendation is for anyone above +12 years.

Now we know each face is unique and there are differences from person to person.

That is why we strongly recommend measuring the size chart guide on the product page to make sure you sit between those recommended values.

We do have many kids under 12 years that use the Equaliser, but they are known for a bigger face structure for their age.

20. Do you offer express shipping?

Yes, for sure we do since we really want for you to get this beauty ASAP.

During the checkout process, you have the option to upgrade to Express Shipping.

By default, we have Free Standard delivery.

21. Do you have any stockists?

No, sorry.

We are currently selling exclusively online.

But, rest assured, we ship super fast from Sydney and you have 30 90 days to have a test.

We have a very flexible return & refund policy.

All orders are coming with free swaps (should you want to change the mask) and as always our Lifetime Warranty promise.

22. Can I pickup?

This is done case by case from our Sydney location.

Should you want to pick up your order, please get in touch with us as soon as possible (before or immediately after placing the order).

23. Does the mask put pressure on your nose or cheeks?

There’s not so much pressure at all on the cheeks but obviously each face is unique.

You have 30 days to get your mask and have a test to see if it fits and feel comfortable for your face.

We have many customers that had previous facial surgeries and can't use the traditional snorkel. Equaliser was the best decision for them.

24. The Equaliser looks very small (it's a kids mask?)

No, the Equaliser is not a mask dedicated for kids.

The Equaliser is an adult mask.

But, you are right. The mask looks smaller than all the other type of full-face snorkel masks.

That's because the entire frame is different, it doesn't have to cover your face - just apply to your face.

25. How do you determine a narrow face?

That's not so easy. But, if you had previous issues with hats, helmets, glasses, other gear it's the first sign.

Usually, people with narrow faces know that from previous experiences.

Due to the nature of the face and the mask, is hard to have a specific value for width. But on the height, we do have some guidelines and you can check the size chart guide on each product page.

Don't forget you have 30 days to test any Ninja Shark mask and you can return should it not fit properly.

26. Can you wear glasses with the Ninja Shark full face snorkel mask?

No, sorry.

Having a proper seal of the mask to your face is mandatory to ensure no leakage.

Anything added in between the mask frame and your skin can cause leakage.

BACK TO TOP