Receiving a damaged item or discovering a parcel is missing can be frustrating. Fortunately, Hoobuy has a process in place to assist you. This guide will walk you through the steps to submit a claim, provide the necessary evidence, and seek appropriate compensation.
Step-by-Step Guide to File a Claim
Step 1: Gather Essential Information
Before contacting support, collect the following details:
- Your Hoobuy order number.
- The tracking number for the parcel.
- Clear photos or videos of the damaged item and its packaging (if applicable).
- A description of the issue (e.g., "package never arrived," "item broken on arrival").
Step 2: Contact Hoobuy Support
Initiate your claim through one of these primary channels:
- Live Chat:
- Email:
- Support Ticket:
- Email:
Step 3: Submit Your Claim & Evidence
When communicating with support, provide all the information gathered in Step 1. Be clear and concise in your explanation. Attach all supporting files (photos, videos) directly to the chat, email, or ticket system.
Step 4: Cooperate with the Investigation
Hoobuy's support team will review your claim and may request additional information. They will likely investigate with the shipping carrier. Respond promptly to any follow-up questions to avoid delays.
Step 5: Resolution and Compensation
Once the investigation is complete, Hoobuy will inform you of the outcome. Possible resolutions include:
- Reshipment:
- Refund:
- Store Credit:
- Refund:
The specific remedy will depend on your case and Hoobuy's policies.
Important Tips & Notes
Act Quickly
Report the issue as soon as you discover it. Most claims have a time limit (e.g., within 14 days of delivery or expected delivery date).
Document Thoroughly
For damaged items, take unboxing videos if possible. They serve as strong evidence of the parcel's condition upon arrival.
Check Shipping Insurance
Review if your shipment included insurance, either through Hoobuy or the carrier, as this can significantly streamline the compensation process.
Stay Polite and Patient
While dealing with a frustrating situation, clear and courteous communication with support staff will help ensure your case is handled efficiently.