Need Help with a Delivery Issue?
We are here to make things right.
Whether your order is missing, damaged, or you received the wrong product, you can report the issue online quickly and easily.
STEP 1
Choose how you want to access your order. Use your order details or login to your account.
STEP 2
Once logged in, go to "My Order" and locate the order number you need to report. Entering the order details will automatically direct you to the order detail page.
STEP 3
Once your order is located, select "Get Order Help" and you'll be able to select the type of issue, add comments, and your desired outcome.
To help us resolve your issue as quickly as possible, please keep the following in mind:
- All delivery issues must be reported within 10 days of delivery or of the last scan of the package tracking.
- If you received a damaged product, please take clear photos of the damaged product including both outer and inner packaging as our Order Support Team may need these for claims purposes, and we'll let you know if needed through email. (Please note: attaching files to the case form is not supported this time.)
- For incorrect product received, take a photo of the product number and/or serial number (if applicable). These will be helpful for our Order Support Team to verify and resolve the issue.
- Once your request is submitted, you'll receive a confirmation email with your case details.
- A member of our Order Support Team will review your case within 4 business hours.
- You will receive email notifications as we review and update your case.
Order Delivery FAQs
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Before reporting a missing order, please:
- Check around your property (front/back door, porch, or mailbox)
- Ask others who may have accepted the package on your behalf such as neighbors, family members, a front desk, or building reception.
- If not found, please create a case HERE.
- A Police report may be required in order to handle your claim.
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Please wait until the estimated delivery date has passed before reporting a delay. Orders can sometimes arrive near the end of the delivery window.
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Address changes are time-sensitive. Once an order has shipped, we have a very limited window to correct it with the carrier. Address corrections are merely an attempt and are not guaranteed to be always successful. If the update doesn't reach the carrier in time, the package may still be delivered to the original address, experience delays, be returned to the shipper, or potentially go missing.
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The shipment may require a signature upon delivery, depending on several factors such as the product type, order value, and delivery location. If you're unavailable and a signature is required, any adult at the same address can accept and sign for the delivery on your behalf. Deliveries to business addresses typically require a signature upon receipt.
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Orders are generally shipped directly to the address provided and are not available for pickup at the carrier's location. However, in certain cases, we may be able to make an exception. Please create a case HERE and we'll check if this option is available for your order.
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- Missing or Wrong Items - Your order may have been shipped in multiple packages and still be in transit.
- To see the status of your entire order and verify if there are additional packages still in transit, please check your online order status by logging in to your HP Store account or by entering your order number, email and last 4 digits of your phone number.
- If your entire order has arrived and something is missing or wrong, first please verify the items that you have received against the information on your invoice or your Order Confirmation email.
- You can view and download a copy of your invoice online.
- If you still can't locate a missing item or have a different item than listed on your order, create a case HERE.
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If an item in your order does not have physical damage but is not functioning properly or will not power on, please contact HP Customer Support.
