Missing Package Support

[lapis pasture]

I ordered the Wooting HEv2 module about a month ago, and it has been lost in the mail for 16 days. I emailed support, but did not receive a response. I now need to file an insurance claim for a lost package through USPS, and need help for that reimbursement or if I will be reimbursed by support. Who should I contact or can any staff help me?

[fathom wagon]

Thanks for posting your support request!

Note: #community_support is only for answering general questions and for troubleshooting.
All order-specific and shipment-specific support must be handled via the Wooting Support Wizard*
(You need to create an account on the Wooting Hub, using the same email address as your purchase. The account is not created for you automatically!)

Troubleshooting your Wooting Keyboard? Try these steps first!
Basic Troubleshooting

Questions about shipping, or what to do if your shipment has a problem?
Possible Problems During Shipping (with Solutions)

Looking for information about your specific order?
You can find that on the Wooting Hub! There you can also add upgrades, update your shipping address, and much more.

Is your order about to ship and you need to pause it for any reason?
Place it on hold via the Wooting Hub!

Do you need to...

• Cancel an order?
• Return/Refund an order?
• Get assistance with placing an order?
• Change the items in your order?
• Change your shipping address to a different country?
• Return a recent purchase?
• Get warranty support?

All of these types of requests need to be made via the Wooting Support Wizard!

[woven tapir]

When you say "emailed support", did you create a support ticket on the website?

[lapis pasture]

I did. I submitted a request through the wizard as I was instructed on Monday. I was just contacted by USPS to submit an insurance claim, but I need the original sender information to complete the insurance claim.

Apologies for the late reply I am a university student and was in class

And then to submit for reimbursement from the seller as well, on the support page it says to contact support for a replacement/refund of the original order. I believe I will re-order the items shortly and then choose a refund to the original payment method (for the original lost purchase)

[drowsy glacier]

im unsure if you can get a refund if you claim the insurance from the parcel. usually (to my knowledge) youd tell us, we then start doing the whole insurance stuff with the carrier and you at the end get a replacement/refund

[lapis pasture]

Thank you. Do you suggest I follow through with the insurance as instructed by USPS? Or in the event it shows up in like a month would I be able to return it?

[drowsy glacier]

id suggest waiting for what our support replies with. they would be the most up to date on how to proceed

[lapis pasture]

Do they operate on different business hours? I have something planned next week in which I need the components so I ordered another unit and plan to return/file insurance for the lost unit.

[drowsy glacier]

they operate on our normal business hours so mo-fr usually 9-5 CET

[lapis pasture]

Not to sound impatient or rude but I did reach out on monday and haven’t heard anything and need it by next week…

Ok thank you for your time

[drowsy glacier]

dw its fine. im aware theyve been a bit swamped since the tenz edition launch

so yeah sadly the best answer i can give is: you have to wait for a reply from us to know what the best way to proceed is.

[lapis pasture]

Hello, it’s now been over two weeks and I have not heard back on my support ticket. Do you suggest I make another or just continue with insurance myself?

[tribal ruin]

I would suggest just continue the current email chain. A new one will just get placed at the back of the 'queue'

Note that this week a lot of our colleagues are out cause of the Lunar New Year festivities