Why is my order missing items?
Updated
An item that’s “missing” from your order might not actually be missing. Orders placed on Samsung.com or through the Shop Samsung App can be split into multiple shipments that arrive on different days (each with its own tracking number, at no extra shipping cost). Check the My Orders page first, and if every item shows as delivered but something is still unaccounted for:
Samsung Order Support can assist if an entire item from your order hasn't arrived (like an order for a Galaxy phone and Buds that’s missing the Buds)
Samsung Product Support can assist if the product arrived, but a component, accessory, or piece of hardware is missing (like an order for a Galaxy tablet that’s missing a data cable)
Missing Products
Your items may be shipping separately
Products within a single order may ship separately. This is normal and doesn’t mean part of your order was lost or canceled.
Orders are commonly split into multiple shipments for these reasons:
Items ship from different warehouses. A TV, a phone, and a set of Buds may be stocked in three different fulfillment centers, and each one ships from wherever it's located.
Items have different availability dates. Pre-orders, backordered items, and things like Bespoke appliances may ship as soon as they're ready rather than waiting for the rest of your order.
Large-parcel and small-parcel items ship on their own schedules. Large home appliances and home electronics are fulfilled by different carriers than smaller items like phones and watches.
Free gifts and bundled promotional items are fulfilled separately. The terms and conditions of receiving a promotional or bonus item with a qualifying purchase often require a certain amount of time to pass (like 45 days from delivery), so these ship separately.
Package size and handling requirements differ. Items that are fragile, oversized, or contain a rechargeable battery may need their own packaging and carrier method.
You won’t be charged for split shipments. Shipping is calculated once for your order. If Samsung splits that order into multiple shipments, you aren’t charged any new or additional shipping fees.
Each shipment has its own tracking number. If items in your order ship separately, each shipment has its own tracking information, including carrier, ship date and estimated delivery date. Tracking one shipment won’t show the status of the others.
Check your order status yourself for the fastest answer. Visit the My Orders page and find your order to see a per-item breakdown showing which items have shipped, which are still being prepared, and the tracking number and estimated delivery date for each shipment. The My Orders page has the most up-to-date information and is updated whenever new information is available; it’s the quickest way to see the status of your order and faster than contacting Samsung's Order Support team.
An item is on the packing slip but wasn't in the shipping box
If a package has been delivered and an item appears on the packing slip inside the shipping box but wasn’t physically included, you’ll need to speak to a member of Samsung's Order Support team.
Before you do, have this information ready:
Your Samsung order number (it starts with “US”, followed by a string of numbers).
The name or model number of the item that's missing.
The tracking number for the delivered package.
Photos of the outer box, the packing slip, and the contents as received, if you have them.
When you’re all set, contact Samsung's Order Support team for assistance.
Missing Parts
First, confirm the part is actually included with your product
Before reporting a part as missing, make sure it was supposed to be included in the first place.
The part might not be included if:
The part is sold separately as an optional accessory (things like TV wall mounts, extended-length drainage hoses, laundry stacking kits, additional refrigerator trays, and certain cables).
The part is included on some models or configurations but not others in the same product family.
The part is included in some regions but not the U.S.; third-party guides, videos, or online reviews may cover a different geography.
The part is shown in marketing photography or lifestyle images as a styling prop rather than an included item.
To check, find your exact product and model on Samsung.com, then scan the product page for the What's in the Box and Specifications sections. If the part isn't listed there, it’s likely not included and can be purchased separately.
Then, check the packaging again
Samsung’s packaging team works hard to engineer resilient and efficient packages that protect small components, which means they're usually not placed loose in the box. Before requesting a replacement, check:
Inside the product itself, in places like appliance drums, crisper drawers, oven cavities, and interior compartments.
Under and inside the molded foam or cardboard inserts, which often have cut-out cavities holding smaller pieces of hardware.
Taped to the underside of the product, the inside of a door or lid, or the back panel.
Inside the documentation envelope with the manual, warranty card, and quick-start guide.
In a separate accessory box packed beneath the main product.
It's also worth checking whether the item shipped as part of a separate parcel. See the Missing Products section above.
Finally, request a replacement part
If you've confirmed the part is supposed to be included and it isn't in the packaging, visit the Product Support page, select your device, and review the options available. Have your model number, serial number, proof of purchase, and the delivery date handy.
Frequently Asked Questions
Why did my Samsung order arrive in multiple packages?
Items in one order may ship from different fulfillment centers, have different availability dates, or require different handling. Splitting an order into multiple shipments lets available items reach you sooner instead of waiting for the slowest item.
Will I be charged extra shipping if my order ships in multiple boxes?
No. Shipping is charged once per order. Additional shipments created by splitting an order do not add any cost to your total.
How do I track each part of a split order?
Each shipment has its own tracking number. Open your order on the My Orders page to see the status and tracking details for every item individually.
Why didn’t I get tracking information for each part of my order after it split?
Part of the split order may not be ready to ship, so it doesn’t have tracking information yet. This could also be why it split in the first place. You’ll be notified by email when the rest of your order ships, and you can find the tracking details added to the My Orders page.
What should I do if an item on the packing slip wasn't in the box?
Locate your order number, the missing item's name, and the tracking number for that package. Then, start a live chat with a member of Samsung's Order Support team.
How long should I wait before reporting a missing item?
Check the Estimated Delivery Date for that specific shipment on the My Orders page first. An item is only considered missing if its shipment shows as delivered and you still can’t find it.