Good luck with that one. Their customer service via phone was ditched a long time ago, pretty evident they do not want to talk with a customer. i had to file paypal claims a couple of times for various reasons. Those times i gave HK the benefit of the doubt for extended periods of time, I let weeks worth of communications go on until I finally had to file. heck, they wouldn't even refund me for an order that was never shipped and in stock, it took paypal to make it right..... it was never done from HK itself. Speaking from personal experience, here are some valuable tips:

1. Put your flame suit on. You're going to get HK lovers that will voice their opinion that you expect too much, that you should stick with the correct channels for customer service and in 6 months you might get the issue solved, some will attempt to discredit you by saying you aren't a legit customer, some will say "I've got a billion orders and never any problems", and the list goes on from there. Ignore all that crud and stick to the mission at hand (no pun intended).

2. Once you fill out the customer service ticket and proceed to jump though their hoops, at some point it will probably become evident that you're getting the brush off. make sure you document all your efforts and copy communications.

3. File a paypal dispute if you paid via paypal and do so prior to the 45 day limit for filing. If you paid via Credit Card, file a report with them. This step at some point will be the critical line of defence as regular types of communication with HK usually results in getting blown off.

4. Once you file a dispute, be prepared that you will now get the attention of HK and expect them to dig their heels in and attempt to get you to drop the dispute or they will do nothing. ( Like they were going to do something in the first place..... LMAO). Do not drop the dispute and that message comes from paypal as well. Once you drop the dispute you cannot refile. Paypal will get the ball rolling and get resolution. You may have to ship the entire thing back, but the key here is that paypal will fight for you as long as you do your part. Without paypal or a credit card company for leverage, doubtful you will ever see a resolution. Sorry, but those are the facts. now if you are on HK's payroll, you might get something in reasonable time. If you live in fantasyland, you might have perfect orders every time.

Now I just say no to HK, most of their products are available elsewhere for similar money if you are diligent in searching. Good Luck!