If your HopUp order hasn’t shipped by the expected shipping date, don’t worry — you can request a refund easily through our customer support system. This guide will walk you through the refund request process step-by-step to get your money back quickly and smoothly.
When to Request a Refund
If your order is past the expected shipping date (5 days from order placement) and no shipping confirmation has been received, you are eligible to request a refund. Please check your order status in the app before continuing.
How to Request Your Refund
Follow these simple steps to submit your refund request for an unshipped order:
- Locate your order number in the HopUp app under Profile > Buying/Selling > tap the order > look for "Order #."
- Contact our Customer Support team through the in-app messaging system or by emailing support@hopupairsoft.com.
- Provide your order number and let us know that you wish to request a refund because the order has not shipped after the expected shipping date.
- Our support team will then cancel the order sale and begin processing your refund.
- You will receive the refunded amount back to your original payment method within the standard 2-10 banking business days.
Important Notes
- Cancelled sales are recorded and will impact the seller’s rating to maintain transparency in the marketplace.
- Refunds are issued only if the order has not shipped. If you received shipping confirmation, please follow our order cancellation and return policies.
- For any questions or further assistance, reach out to our friendly support team anytime.
Need More Help?
Visit our Help Center on the HopUp app or website for additional FAQs and user guides, or contact us directly via the in-app messaging system.