Missing Items from Orders

Something missing from your order?

If your order has arrived and something isn't quite right, the good news is most missing-item issues have a straightforward explanation and a quick fix. Here's what to do.

If cartons are visibly missing at delivery

If the carrier shows up with fewer cartons than expected (for example, the dispatch email said "3 cartons" but only 2 arrive), you have two options:

• Don't sign for it. Let the carrier know cartons are missing and ask them to take it all back. Then get in touch with us within 24 hours so we can investigate with the carrier and arrange the missing cartons.
• Sign and accept what was delivered, but please let us know within 24 hours so we can open the carrier investigation while the delivery is still fresh on the carrier's records.

The 24-hour window applies only when you can see something is missing at the door. If you don't notice items are missing until you unbox or start assembly, the no-time-limit rule below applies instead.

Check if your order was sent in multiple shipments

This is the most common reason for 'missing' items. Usually the rest of your order is already on its way.

Your order may arrive in separate shipments if:

• Items were dispatched from different locations
• Some items required a different courier due to size or weight
• Batteries and chargers (common with brands like Greenworks and Makita) are classified as dangerous goods and must be packed and shipped separately. They typically arrive within the standard delivery timeframe but may be a day or two after the main product

If your order has multiple tracking numbers, check each one to see if additional shipments are still in transit. If you're unsure, get in touch with us and we can confirm the status of every shipment in your order.

Batteries and chargers shipped separately

If you've ordered a product that includes a battery and charger (such as cordless power tools from brands like Greenworks or Makita), these items are shipped separately from the main unit. This is because batteries and chargers are classified as dangerous goods and must be handled by specialist couriers.

Your battery and charger will have their own tracking number in a separate dispatch email. They usually arrive within the standard delivery timeframe but may be 1-2 days after your main product. This is completely normal.

Missing parts or components

If your product arrived but specific parts are missing from inside the box (such as screws, panels, accessories, or other components), we can arrange replacement parts for you.

To help us get the right parts to you quickly, please provide:

• Your order number
• The product name and which parts are missing
• If your product came with a parts diagram or manual, the part number(s) from the diagram. This helps us identify exactly what you need

Once we've confirmed which parts are needed, replacement parts are typically dispatched within 3–5 working days. We'll send you tracking details as soon as they're on their way.

Multi-carton products (sheds, carports, and large items)

Some larger products are shipped in multiple cartons. If you notice items like panels or frame sections are missing, it's possible that an entire carton wasn't delivered. Let us know how many cartons you received and we'll check whether any are still in transit or need to be re-sent.

A carton was lost in transit

In rare cases, a carton from your shipment may have been lost during delivery. If we determine that a carton has gone missing, we'll:

1. Investigate with the courier on your behalf (this typically takes 3–5 working days)
2. Keep you updated throughout the process
3. Arrange a replacement shipment if the carton can't be located

To help speed things up: If you still have the packaging from the cartons you did receive, photos of the carton labels (particularly any product codes) are very helpful for the investigation.

An entire product is missing

If a product from your order was never delivered at all, please get in touch with us straight away. We'll check the shipment records and arrange for the item to be sent to you as quickly as possible.

What information to have ready

When you contact us about missing items, having the following details ready will help us resolve things faster:

• Your order number
• A description of what is missing (specific parts, a whole product, or a carton)
• Photos of packaging labels if you still have them, the product codes on carton labels help us identify exactly what was and wasn't delivered
• Any tracking numbers you've received

Good to know

• For missing items discovered later (during unboxing or assembly), there's no time limit. Even if you didn't unbox your order straight away, we'll still help. (For missing cartons spotted at the door, see "If Cartons Are Visibly Missing at Delivery" above.)
• If you've already discarded the packaging, that's okay. We can work with what you have
• If you would like to add items to a replacement shipment, just let us know and we can look into combining them
• Batteries and chargers shipping separately is standard practice for safety reasons. If your main product has arrived but the battery hasn't, check your email for a separate tracking number

Contact us

If anything is missing from your order, get in touch and we'll sort it out for you.

• Email: support@tradetested.co.nz
• Phone: 0800 800 880
• Live Chat: Available on our website
• Hours: Mon–Sat, 9am – 5pm