While HipoBuy strives for a seamless shipping experience, occasional delays or lost parcels can happen. Don't worry—our dedicated support team is here to help. This guide will walk you through the efficient process of filing a claim, submitting proof, and tracking your compensation request.
Step 1: Confirm the Status & Eligibility
Before filing a claim, please verify the following:
- Check Tracking:
- Review Policy:15 business days
- Wait Period:
- Review Policy:15 business days
Step 2: File a Formal Claim via HipoBuy Support
To initiate the process, you need to submit a claim through our official channel:
- Log in to your HipoBuy account.
- Navigate to Support Center File a Claim.
- Select the affected order and parcel number.
- Choose the issue type: "Delayed Parcel""Lost Parcel."
- Provide a clear description of the issue, including key dates.
Step 3: Gather and Submit Required Proof
To expedite your claim, provide the following documentation. Clear proof accelerates resolution.
| Claim Type | Required Proof / Documentation |
|---|---|
| Lost Parcel |
|
| Delayed Parcel |
|
Item Not Received
|
|
|
Tip: Upload files in JPG, PNG, or PDF
Step 4: Track Your Compensation Request
Once submitted, you can monitor the progress of your claim.
- You will receive a unique Ticket ID
- Use this ID to check status updates under "My Support Tickets."
- Our team will investigate with the carrier, which may take 5-10 business days.
- You will be notified of the outcome: approval for a reshipment, refund, or store credit based on your order's protection policy.
Pro Tips for a Smooth Process
Act Promptly
File your claim as soon as you confirm the parcel meets the eligibility criteria. There are time limits for claims.
Be Detailed & Clear
Accurate descriptions and organized proof help our support team resolve your issue faster.
Check Spam/Junk Folder
Carrier or support updates may sometimes be filtered. Keep an eye on these folders.
Need Immediate Help?
If you have questions during the process, our support team is ready to assist.
Visit our Contact Us
HipoBuy is committed to ensuring your satisfaction.