Experiencing a delay with your HipoBuy shipment or concerned a parcel may be lost? Don't worry. Our dedicated support team is here to help you resolve the issue and seek compensation efficiently. Follow this step-by-step guide to navigate the process.
Step 1: Confirm the Timeline
Before filing a claim, please check our standard delivery windows and the official policy for considering a parcel as "delayed" or "lost":
- Domestic Shipping:
- International Shipping:
- Lost Parcel Status:no tracking update for more than 20 business days
- International Shipping:
Please check your parcel's tracking number in your HipoBuy account
Step 2: File a Formal Claim
If your parcel meets the delay or loss criteria, initiate a claim through our official channel:
- Log into your HipoBuy account.
- Navigate to "My Orders"
- Click the "Report an Issue""Get Help with This Order"
- Select the issue type: "Parcel Delay""Parcel Lost in Transit".
- Provide a clear description of the issue and click "Submit Claim".
- Click the "Report an Issue""Get Help with This Order"
You will receive a confirmation email with a unique Case ID
Step 3: Gather and Submit Required Proof
To expedite your claim, provide clear evidence. Required documents include:
- Order Proof:
- Tracking Proof:
- Communication Proof (if any):
- Value Proof:
- Tracking Proof:
Upload these documents directly to your support case in your account or reply to the confirmation email with the attachments.
Step 4: Track Your Compensation Request
Once your claim and documents are submitted:
- Our support team will review your case within 3-5 business days.
- You can track the status in your account under "Support Tickets".
- If approved, compensation options include:
- Full refund for the lost item and shipping cost.
- Reshipment of the identical item at no extra cost.
- Store credit with an additional bonus.
- We will notify you via email at every major stage: Under Review, Approved, and Compensation Issued.
Pro Tips for a Smooth Process
Act Promptly
File your claim as soon as you suspect a significant delay. This helps us initiate carrier investigations early.
Document Clearly
Ensure all screenshots are clear, include relevant dates and numbers, and are in JPG or PNG format.
Check Spam/Junk
Occasionally, carrier updates or our emails may end up in your spam folder. Please check it periodically.
Need Further Assistance?
If you have questions not covered in this guide, our customer support team is ready to assist you.
Contact HipoBuy Support:
- Email:[email protected]
- Live Chat:
- Help Center:Help Center
- Live Chat: