Why Have I Only Received Part of My Order? (Split Shipments Explained)

If you have received only part of your order, please don’t worry — this is usually because your order has been sent in multiple shipments.

Large solar orders are often split across multiple cartons or warehouses, meaning items may arrive on different days.

Why Orders Are Sometimes Split

Solar equipment such as panels, batteries, brackets, and accessories often ship separately due to:

• Different warehouse locations
• Oversized item shipping requirements
• Courier weight limits
• Protection of fragile items (like solar panels)

For example:

Because these items ship differently, they may not arrive at the same time.

Example of a Split Shipment

Example order:

• 3 × Solar panels
• 1 × Mounting bracket kit

The shipment may be sent as:

Carton 1 – Panel
Carton 2 – Panel
Carton 3 – Panel
Carton 4 – Brackets

These cartons may arrive across multiple days depending on courier sorting and routing.

Multiple Tracking Numbers

If your order ships in multiple cartons, you may receive:

• Multiple tracking numbers, or
• Tracking that updates separately for each parcel

Sometimes one parcel will arrive before tracking updates for the others.

Large Solar Panel Orders

Solar panels are considered fragile oversized freight, which means:

• They may ship individually
• They may ship via a different courier service
• Delivery may occur on different days

This is normal and helps reduce transit damage.

What To Do First

Before contacting support, please check:

1️⃣ Your tracking email for additional tracking numbers
2️⃣ Around the delivery location for multiple cartons
3️⃣ Whether the courier has marked partial delivery

Many orders arrive within 1–2 business days of each other.

When to Contact Support

Please contact us if:

• The remaining items have not arrived after 3 business days
• Your tracking information shows delivered but items are missing
• The carton appears damaged or opened

To help us investigate quickly, please provide:

• Your order number
• A photo of the shipping label on the carton received
• A list of items still missing

Our warehouse team will immediately investigate and arrange re-dispatch if required.

Need Assistance?

If your order still appears incomplete after checking the steps above, please contact our support team.

Support contact information can be found here:

https://help-centre.starpoweradvancesolartechnology.com/support/solutions