If you are still waiting on an item or items, they may still be in transit. Unusually shaped items or large furniture items will often be shipped in separate boxes. Unfortunately, despite best efforts, these can be separated during sorting with our couriers.
To deliver the most efficient service possible we store items at different warehouses across the country. As such if you have ordered multiple items these may be shipped separately from each other.
To know if your order is being sent separately please check the dispatch confirmation email as this will state the items that correspond to the tracking provided. Anything shipped separately will be noted in the email under the message below.
Our partner couriers often automatically send an email when a delivery has been completed, advising the delivery was successful. For many orders though, the tracking number can apply to multiple items, or there can be multiple tracking numbers.
To check the location of your second item, you can check the tracking number. This tracking number is located in your Order History.
Copy the tracking number into the courier website:
If your delivery says “1 of 2 Items” or similar, it means that part of your order is still in transit.
Example of Australia Post Multiple Parcels
Example Of TOLL Multiple Parcels
Example of Allied Multiple Parcels
Furniture Items, Split System Air Conditioners Or Other Items To Be Assembled
Large items will be split into multiple boxes for transportation. Sometimes these items can be split across multiple deliveries if they are separated at the couriers sorting facility.
If you have received one box and you are missing pieces to complete the item please refer to the label on the carton you have received.
The label should state whether the box is 1 of 2, 2 of 3 etc. as per the image below.
If the item is 1 of multiple boxes the parcel will most likely still be in transit to you. Refer to the tracking information provided in the email for a delivery estimate.
If the entirety of your order has not arrived within 3 business days of one item being delivered, please contact the courier for further information.
Carrier contact details are available in your dispatch confirmation email.
You can also log into your Kogan Account to view the latest tracking updates for your order.
Missing Parts From A Single Item
On occasion, some items may arrive with a part missing. It's hard to confirm why this happens exactly but we work hard to ensure that the doesn't happen as much as possible.
It is important to check all of the packaging, including the styrofoam inserts as some parts may be separated from each other to avoid damage during transit.
Smaller parts may be taped to the underside of the styrofoam inserts to avoid getting lost. Please ensure that you check underneath all inserts for additional parts to complete the item.
Larger parts may be secured in the item themselves, please ensure that you check inside compartments of the unit, inside the zippers of fabric and underneath hollow units for these parts as well.
In addition to this please ensure that you have checked the tracking for additional parcels to arrive.
If we can confirm that a part is missing, we may be able to dispatch the part if available.
So that we can promptly look into this, please supply the following:
- Photos of everything you have received
- A copy of your Order Invoice
- Your current address
- A description of the item is missing. If the item has a user guide, please identify the part as described in the manual.
Please note: Some of our internationally sourced items will have an Australian/ New Zealand compliant adapter or cable which may arrive separately.
You can contact our Support Team via your order history for any requests regarding missing or spare parts.