International shipping can be unpredictable. If your package is lost or significantly delayed, HipoBuy's dedicated support team is here to help. Follow this guide to efficiently file a claim, submit proof, and track your compensation request.
Step 1: Confirm the Issue and Gather Information
Before contacting support, please verify the status and timeline:
- Check Tracking:15 business days
- Review Policies:HipoBuy Shipping & Protection Policy
- Gather Key Data:
- Review Policies:HipoBuy Shipping & Protection Policy
Step 2: File a Formal Claim Through the Right Channel
To ensure your claim is processed quickly, use our official support system:
- Log into your HipoBuy account.
- Navigate to 'Support Center''Help Desk'.
- Click 'Submit a Claim''Report a Parcel Issue'.
- Select the specific order and choose the issue type: 'Parcel Lost''Excessive Delay'.
- Provide a clear description with dates and any relevant notes.
Tip:
Step 3: Submit Required Proof or Documentation
To validate your claim, you may need to provide evidence. Prepare the following:
| Claim Type | Suggested Proof/Documentation |
|---|---|
| Lost Parcel | Screenshots of the tracking page showing no updates for 20+ business days, plus any communication with the carrier. |
| Delayed Parcel | Screenshots showing the original delivery estimate vs. current status, highlighting the delay beyond the guaranteed period. |
| Damaged/Missing Items | Clear photos/videos of the package (exterior and interior) received, showing damage or incomplete contents. |
Upload files directly in the claim ticket. Accepted formats: JPG, PNG, PDF (max 10MB each).
Step 4: Track Your Compensation Request
Once submitted, you can monitor your claim's progress:
- Automatic Ticket:
- Status Updates:'My Support Tickets'
- Review & Resolution:5-10 business days. You will be notified via email and in-app notification.
- Possible Outcomes:full or partial refund, a reshipmentstore credit, based on investigation findings and our policy.
- Status Updates:'My Support Tickets'
Proactive Tips to Avoid & Manage Issues
Before Ordering:
- Consider HipoBuy Shipping Protection
- Verify your shipping address is complete and accurate.
While Waiting:
- Monitor tracking updates regularly. Some delays are due to customs inspections.
- If the tracking shows 'Delivered' but you haven't received it, first check with neighbors and your local post office.
Need Immediate Assistance?
If your claim is urgent or needs clarification, you can reach out via live chat Visit Support Center