Part of my delivery is missing – is it still on its way?

Your order may be sent in more than one shipment, so an item that appears to be missing may still be on its way separately.

Before contacting us, please check whether your order has been split into multiple shipments.

How can I check if my order has been split?

Log into your Builder Depot account and check your order details for the latest available information.

You should also check your dispatch emails and any tracking information you've received.

If your order has been split, you may see separate shipments, for example:

Shipment 1 of 2
Shipment 2 of 2

Each shipment may be delivered separately and may arrive at different times.

Why has my order been split?

There are several reasons why products from the same order may need to be delivered separately.

This can include the products':

• Size or length
• Weight
• Stock location
• Delivery requirements
• Fulfilment method

For example, part of your order may be delivered by Builder Depot while another product is sent separately by a carrier or directly from a supplier.

In some cases, an order may need to be split for operational reasons and this may not be shown in advance.

Another shipment is still on its way

If your order information shows that another shipment is still due, you do not need to report the items from that shipment as missing.

Please check the tracking or delivery information for the outstanding shipment for the latest available update.

For more information, see How can I track my delivery?

All shipments show as delivered but something is missing

If all of your shipments show as delivered but an item is still missing, please contact our Online Customer Service Team so we can investigate.

We'll check your order and delivery information to establish what has happened to the missing goods.

None of my order has arrived

If your entire order has not arrived, rather than only part of the order being missing, please see My delivery hasn't arrived – what should I do?

This will take you through the appropriate checks for a delivery that hasn't arrived.

What information do I need when contacting you?

If you need to report a missing item, please provide:

• Your ORD or SHP Order Reference
• The product name or SKU of the missing item
• The quantity you expected
• The quantity you received
• Photos of the goods you received, where possible

Providing this information when you first contact us will help our team investigate the missing goods more quickly.