If you or your customers experience any problems with an order -- such as damaged, incorrect, or missing items; issues with tracking updates; or if a parcel is marked as delivered but has not been received -- please submit a claim through the Hive App. Simply follow these steps:
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Open the Hive App and go to the Orders section.
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Find the order you’re inquiring about and click on it to access the Order page.
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On the order page, click “Contact Support” and select the option that best describes your issue:
- “I need help with tracking and delivery problems: items not received, damaged, missing, or incorrect.”
- “I have a general question.”
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Please choose the first option to initiate a claim.
Important:
Make sure to attach all necessary documents (photos of damaged items, outer packaging, invoice) to ensure we can process your claim promptly and accurately.
Once your claim is submitted, our team will investigate it thoroughly. You can track the progress of your claims by checking their status in the Claims section of the Hive App.