My shipment has not arrived completely. What do I do?

When a multi-item shipment is dispatched it is possible that the items may be separated during transit. While the courier strives to keep shipments together, the high volume of parcels at each depot, along with the use of mechanical sortation systems such as chutes and conveyors can occasionally result in items being delivered separately.

To track your remaining pieces using your Sherpr account, please kindly follow these steps:

Check your tracking information

Go to My Orders and review the tracking updates for each item in your shipment. Items may travel separately or be delivered at different times.

Look for split shipment or delay notices

Check if your tracking shows a split shipment, 'On Hold', or delay. Depots sometimes hold items to deliver them together, especially in remote areas.

Wait for the expected delivery scan

If your tracking shows an item is delayed or not out for delivery, wait until the next scheduled delivery day. Deliveries are made Monday to Friday, 09:00–18:00.

Contact support if an item remains missing

If the missing part does not go out for delivery on the next scheduled day or no delivery scan appears, contact Sherpr support with your order details.

Often, missing items are simply delayed or split in transit and will arrive in a subsequent delivery. Contact support if your tracking does not update after the next delivery attempt.

FAQ

Why did only some of my items arrive?

Sometimes shipments are split due to size, weight, or logistics, and items may travel separately. Check your tracking for each item.

How long should I wait before contacting support?

If your missing item is not out for delivery on the next working day, or if tracking does not update, contact support.

How do I contact support?

Visit the Sherpr Contact Us page and provide your order number and tracking details.