Why am I missing a part of my order?Updated 7 days ago

TL;DR: Missing an item? Your order may have been split into multiple parcels for safety and courier weight limits. Check your AusPost tracking before getting in touch.

Check your tracking first

If you check your AusPost tracking number and take it to auspost.com.au, you should see a small dropdown arrow next to the tracking number. Clicking it should reveal a second (or more) tracking number for any additional parcels that are still on their way.

Why this happens

This is often referred to as a split shipment, and it’s perfectly normal! Couriers like Australia Post often divide large or heavy orders into multiple parcels for safety and handling reasons.

• 📦 Weight limits: Australia Post enforces a parcel weight limit (around 20kg), so heavier orders must be split for safe transport.
• 📦 Size limits: Bulky or oversized orders sometimes don’t fit in one box, so they’re shipped separately.

All parcels are shipped at the same time and share the same overall consignment. The tracking link we send typically shows the first parcel by default, so heading directly to Australia Post’s website or the AusPost app gives you the full picture, including any other parcels still in transit.

If something’s still missing

💡 If your order’s arrived but something’s gone walkabout, flick us a message with:

• 📸 A photo of what you did received (include the box and parcel label)
• 📝 A note about which item is missing

We’ll pass it straight to our warehouse crew to track it down or replace it quickly. 👍