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Frequently asked questions
Will I get an invoice for my order?
After you order, you receive an order confirmation by email. If you need an invoice in your company name or with a VAT number, email your order number, company name and address to service@superninja.eco.
My order arrived leaking, damaged or incomplete. What now?
That shouldn't happen. Within 14 days, email a photo of the box and its contents with your order number to service@superninja.eco. You choose: a new product or your money back. The same applies if there are fewer items in the box than you ordered.
My order hasn't arrived yet. What can I do?
Your parcel is sent with Royal Mail Tracked and you receive a tracking email; delivery takes 1 to 2 working days. If your parcel shows as delivered but you don't have it, check with your neighbours and look at the delivery photo. Still nothing after two extra working days? Email your order number to service@superninja.eco.
Is your trap not working, or don't you know which insect you have?
Send a sharp photo of the insect, ideally next to something that shows its size, and of the spot where the trap is to service@superninja.eco. Tell us where you see it: near fruit or rubbish, near houseplants, by the drain or outdoors. Often it is a different kind of fly, or there is something next to it with a stronger smell. We'll tell you which trap fits.
Can I return an opened trap?
You have 14 days to change your mind. We can't resell an opened or used trap; if you return it anyway, we deduct the loss in value. If a trap isn't working as you expected, email service@superninja.eco first with a photo of the insect and the spot. Often it comes down to the insect or the spot, and then we'll help you further.
How quickly do you reply to my email?
On working days within 1 working day. Include your order number and, if something is damaged, a photo, so we can help straight away.