Do you have "missing items", is something "delivered short", or other shipping problems?

 

Many of our items come in multiple boxes. Furniture, for example, can come in 2 boxes, all with different sizes and weights.

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At the same time, we are dealing with millions of boxes a week, and so this gets pretty hectic, even at the best of times.

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What does Split Delivery mean?

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What often happens, is that the boxes in your consignment can be "split". It's very common. All this means is that some of the boxes are in a different part of the our network.

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A classic example is where the boxes are traveling, for example from Melbourne to Sydney. The truck fills up in Melbourne with only half the boxes on it, and the rest of the boxes have to wait for the next truck the following day.

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Your local depot will get the first lot of boxes and make the deliver to you without waiting for the rest of the boxes. Rest assured, you will know this is happening because you will get a text message advising you of the split delivery.

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Your Boxes are not Lost.

 

Sometimes, the sellers call centre staff will tell you your items are "lost". Oh, how we wish they would not use that word...

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Rest assure, your boxes are not lost. They are just split.

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Honestly, it happens all the time. We know it's not ideal, and it causes you to be concerned, but you needn't be.

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In 99.9% of cases, the "missing" boxes just turn up at your door 2 or 3 days later. Occasionally it can take a week or two.

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Yes, we totally understand how frustrating this is, but please don't shout at our staff and get angry at iCumulus. This is a very, very common thing that is endemic in the courier industry and happens to every company and every courier.

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Can we hurry-up the delivery?

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You will be tempted to ask us to hurry-along, and we know that sounds like a logical idea, but in reality, most courier companies are massive conglomerates. That's really not something that we can do, not because we don't want to, but because we can't.

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If it happens that we don't currently know where your missing boxes are, then we just don't know.

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Honestly, the best thing to do is simply to wait. We understand this is counter-intuitive, and you just want your boxes to be delivered, but things will just sort themselves out.

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Of course, you can contact us. We will lodge an "enquiry" and give you a reference number, but again, please don't do this straight way. Lodging an enquiry can sometimes slow down your delivery.

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Should you worry?

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Absolutely not. Please do not worry.

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1. This is common, and honestly, will sort itself out in time.

2. All your boxes are labeled and may be misplaced, but they are not lost.

3. If the absolute worst was to come, the seller will ship you out a replacement. The risk is theirs, not yours, but we do need to let the process run its course before getting to that point.

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How long should I wait?

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We know it seems logical to think that a group of boxes sent together can't be too far apart, but sometimes it can take us up to 2 weeks to finally deliver the "missing" package.