Ninja Shark

Great product but odd customer service. I corresponded with [Name Removed] and stated I had brought two electra masks and one had stopped circulating air after a few uses. I initially asked for a trouble shooting guide to see if it could be fixed my end. Instead we went back and forth with confusing emails about the size of the mask. [Name… Read more

Removed] informed me it was the wrong size even though it states on the website that if you child's measurements are over 10cm then buy the s/m adult version. I replied that I had both sizes but independent of that, the product I brought was not working and what were my options.

[Name Removed] then suggested that I see how I go..... I replied I have, its not working hence my emails. Was ghosted from this point. The product when working was fantastic, my son has severe cerebral palsy and its been a great new hobby for him with the full face mask and being able to breathe without biting onto the snorkel. I have brought another one since being ghosted, but if this one fails then it will be the last.

My mask stopped charging. I got in contact with customer services to find out why? After emails backwards and forwards and getting accused of improper usage without them even seeing the mask there outcome is simply. Send it back at your own cost and we will inspect it. I find this terrible service why i should pay for there product to return. I… Read more

asked to send a new charge cable out as a solution, no they won't. These masks aren't cheap to start with and i also got told well just use it as a snorkel mask without the fresh air. Think this defeats the object as i could easily just buy a cheaper mask if this was the case. Unprofessional and shocking customer service!!

I ordered in November and I didn't receive my package until January. Beware of them. I had to chase an update to be told that part of the order had sold out. I was then told I would get the products before Christmas and yet this didn't happen… Read more

either and I had to go shopping for alternative snorkels on Christmas Eve. Oh but they couldn't cancel my order as a label had already been created for the delivery (but hadn't been picked up). Delivery finally arrived after we had left for our beach vacation. All in all, my experience has been disappointing and I won't be shopping with them again and wouldn't recommend them either.

A Full Week With No Progress or Clear Answers. I ordered from this company because they’re local and advertise fast processing times, 48 hours according to their site. It has now been an entire week, and I still haven’t received any confirmation that my order has even been processed, let alone shipped. To put this in perspective: an item I… Read more

ordered from the other side of the world on the same day, and it is already on its way, while this “local” Australian order hasn’t moved at all. Feels like a China drop-ship.

When I reached out for an update, the replies were unhelpful. I was given generic explanations about Black Friday delays, but still no concrete information about my specific order. Even after explaining that I have a hard deadline due to upcoming travel, they couldn’t confirm whether it would ship the next day, the next week, or ever at all. The only option offered was to contact them again tomorrow for a refund if they still hadn’t processed it. So a week wasted of waiting, risking inability to receive a product before our family holiday.

After a full week of waiting with no proactive communication and no certainty about delivery, it’s clear their processing timelines and customer updates are unreliable, I wish I did my research first, clearly there is a track record of poor service, and deceitful marketing tactics . If you need your order to arrive within a reasonable timeframe, like a month or two in advance, or if timing matters at all, you’re better off ordering elsewhere.

Customer service – I am something of a novice at snorkelling with mixed success in the past having had trouble with breathing difficulties and water ingest. I had purchased an Adult Air mask 2 years ago and desired to upgrade to an Equaliser Pro or Electra for better air circulation and anti-fog performance. Several weeks ago I was looking to purchase 2 Ninja Shark… Read more

masks, one for my 12 year old grandson and the other for myself. I contacted customer support and Ailyn was very helpful and responded promptly to my queries. I then ordered 2 x Equaliser Pro masks plus a Lifetime Warranty. On receipt of the masks I found that the fit to my longer face shape was not suited. I phoned Customer Support and spoke with John G, resulting in my returning my Equaliser Pro under the Lifetime Warranty policy cover and exchanging for an Electra which provided a much more suitable fit. I still had a number of questions and after an initial phone call with John G, followed by a number of email exchanges re the Electra mask re correct fitting, breathing technique and Electra battery I am now very satisfied with my purchase. I am grateful and very impressed by the service received and would like to compliment Ninja Shark on the quality of their customer service.

The best investment – I highly recommend the Ninja Skark Electra Snorkel to everyone. They are so easy to use and comfortable to wear, and not to mention lightweight. We've travelled overseas with these in our carry on bag with no problems. These 6 are so fantastic that we will never be able to use an old school snorkel again nor would I want to if im completely… Read more

honest. Because of this mask, snorkelling it so enjoyable from start to finish because of its antifog feature, the face you have peripheral vision in it, the clarity underwater is so clear with the wide lense that you actually forget your underwater and last but not least, zero water ending up in your mouth or mask.

☆☆☆☆☆ 5 stars for the excellent customer service I received from John. I highly recommend the affordable lifetime guarantee option upon purchase as extra insurance and peace of mind. I had an issue with one of our masks and it was instantly rectified, as we couldn't be happier. You can 100% purchase with confidence.

Product is decent but customer care in Australia is appalling. They offered a 10% welcome discount, I ordered and had it delivered. A few days later the welcome discount was changed to 15% which I was told cannot be honoured for my purchase. A sure way to screw loyal customer. Buyer beware!!!!!

I have had a ninja shark full face adult mask for the past 3 years with no issue until it started to leak. I then purchased a few weeks ago the exact same mask in the exact same size from Ninja Shark. But when I use it the noise from the air which comes out of the side valves is deafening. I used it once and it gave me a migraine. It was so… Read more

loud, other people across the pool could hear it! When I contacted Ninja Shark I couldn't reach them by phone, so emailed. They got back to me with a long list over 5 emails of all the ways I should fix it, including not to use it diving (when I advised I pool swim). Having tried all these options and the issue still continuing, I still have no resolution, no suggestion of a replacement or refund. Basically I have been left with a brand new mask I can't use, have gone back to my leaky mask, so I can at least continue to swim a few lengths before emptying it, but I don't leave the pool wth a headache and I'm out of pocket.

Leilani from SharkNinja handled my warranty claim so efficiently and respectfully. In fact it was so easy and straight forward. I had to provide photos of the issue. I am very impressed with the excellent customer service. Thank you SharkNinja and thank you Leilani.

I went through a warranty claim with Tayla, and after advising I was just outside my warranty period she did not hesitate, was incredibly understanding and willing to help me straight away. After sending through my photos and videos of the product, within hours I had a replacement shipped out to me. It is rare that I see such outstanding customer… Read more

service and willingness to go the extra mile to assist customers. Without a doubt, if I need any new appliance/product I will always pick Shark!

I ordered this snorkel back in December and finally had the chance to use it on our long-awaited snorkeling tour in Thailand. Unfortunately, it was a complete failure. The snorkel took in water almost immediately, making it unusable. Water entered through what appears to be a faulty one-way valve at the base of the mouthpiece. After just a few… Read more

breaths, it would gurgle and start filling up — no matter what I tried, including diving and blowing it out, I ended up inhaling water. Coughing up seawater in the middle of the Gulf of Thailand is not exactly what I had planned.

What made it worse was that I had specifically bought this snorkel for this trip and didn’t rent one from the tour operator, assuming this new product would work. There were no spares onboard, so my much-anticipated full-day snorkeling experience was reduced to under 10 minutes. Absolutely unacceptable for a product that’s supposed to enhance your experience, not ruin it.

I emailed customer support on 12/5/25 and it’s now 28/5/25 — still no reply. No acknowledgment, no offer to replace or refund, just silence. For a product that clearly has a design flaw, I expected much better.

Not good customer service – Shark Ninja Australia are not good at replying to a question about their IP3251ANZ vacuum. I am very disappointed that my recent emails apparently are being ignored by the company.

The worst experience I have ever had and they are the dodgiest company - save yourselves from the hideousness – By far the worst experience I have had ordering a product - avoid if you can! I ordered an air fryer three months ago and after a LOT of very poor customer service with fake promises, we not only have no air fryer but have been charged twice for it. We have to go through our banks now to recover the funds. The worst part is - the same product was on Amazon and cheaper! I will never buy a Shark ninja product again though. They are dodgy AF

Disgusting customer service – UPDATE: 9 weeks later and after contacting the Office of Fair Trading, they have finally agreed to issue me a refund. They held my money hostage for over 2 months while they couldn’t find my package. I will never recommend them to anyone the way I’ve been treated is disgusting. And YES this review is for Ninja Shark, the snorkel company!!! … Read more

Please be aware that this company uses Aramex to ship their products. It has now been 3 weeks and I have no update. I am now $410 out of pocket for a present that was meant to arrive for Christmas. No one knows where the package is but they won’t issue me a refund or resend it. Aramex and Ninja Shark customer service are both useless, I have now had to escalate this to the Office of Fair Trading to get an outcome. Save your time and money and avoid this company at all costs.

Happy Boy.Happy Boy.Hubba Hubba Hubba – The Ninja Shark team are awsome Great products. Great quality. Great customer care. Great team. My kids take their Ninja Sharks, without fail, whenever we go near the water. My young bloke has spotted trout and perch in a dam that we swim occasionally. Getting them away from screen’s is difficult but once they have their snorkels screens just… Read more

can’t compare. Highly recommend the Ninja Shark team and their quality products. Keep up the great work. Jason

Ninja Shark Review – Ninja Shark are absolutely amazing to deal with. I purchased an item off them quite a few weeks ago. It arrived very quickly. The item was in my possession for weeks, while I tried it on to see if I could get used to the feel of it. I could not , so asked them could I exchange this item for a different model. Ninja Shark was only too happy to… Read more

exchange the item for another one. The process was very quick and easy. Can highly recommend Ninja Shark.

Good quality product with fantastic customer service! – The product arrived earlier than I expected and what impressed me most about this is the quality of the mask (very well made and it feels like an expensive product). I bought it for my swimming training purposes. I had some issues with it initially and contacted them and their response was very quick. They were very sincere in wanting to help… Read more

solve my issue. After some to & fro in troubleshooting, my issue was solved and I am a very happy customer.

Good quality product and great benefits! I can breathe through my nose just like I how I do, on land. The pump is a good addition as it serves to draw in even more air and the 2 way air flow always ensures that I breathe in fresh air and prevents fogging.

Highly recommended for anyone who is tired of gulping in chlorinated pool water!

Customer service – The best customer service. We are heading away next week and found our son’s mask had a crack in it. It was purchased as a Christmas present 2022. Upon emailing them to see what we can do they offered to replace it immediately. Mind you all done after 5pm on a Sunday evening also! Thanks again John at Ninja shark! We will be purchasing another when our 2nd son is big enough. :)

Ordered kids snorkels. Got spammed for life – Products we bought for the kids are good but the spam email afterwards is not worth it. Several times I have asked for it to stop. To unsubscribe. To no avail. Still a daily spam email, pushing products. I will never buy from this company again. Its been 6 months of spam emails so far.

Customer service – After finding a slight issue with my Ninjashark Electra, I contacted customer service immediately for help....1st thing on a Sunday morning. I expected the issue to be followed up the following Monday but was amazed to receive a response in less than 5 minutes, which fixed the problem straight away, Outstanding customer service

Outstanding customer service and support – Not only Is this company fantastic to deal with, the product itself is super easy to use, and we recently use our lifetime warranty due to a clip being broken on a pair of flippers. Highly recommended

Just over a year old and my son mask doesn’t work – Son mask is less than a year old. It doesn’t charge and doesn’t work in manual mode. No customer service. And didn’t really care.

Amazing service! – Super happy with our masks! We had to return one to size up but communication was perfect and the replacement was sent super promptly! Would definitely recommend!