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.

How can I check if my order has been split?

You can check the status of your order by logging into your Builder Depot account and viewing your order details.

Your dispatch email may also show that your order has been split into multiple shipments, for example:

Shipment 1 of 2
Shipment 2 of 2

Each shipment may arrive separately.

Why has my order been split?

There are several reasons why an order may need to be delivered in more than one shipment.

For example, products may be dispatched separately because of their size, length, weight, stock location or delivery requirements.

In some cases, we may need to split an order for operational reasons and this may not be shown in advance on your account or dispatch email.

Therefore, if you cannot see another shipment but part of your order is missing, please contact us so we can check.

What should I do if all shipments show as delivered but something is missing?

Please contact our Online Customer Service Team as soon as possible so we can investigate.

When contacting us, please provide:

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

We'll check your order and delivery information to establish whether the missing goods are travelling separately or whether there is an issue with the delivery.

What if none of my order has arrived?

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