If your delivery arrives and some items are missing, it is usually because the supplier warehouse was out of stock. This guide explains why items go missing and how you can get your money back for those products.
Understanding Missing Items
If items you ordered do not arrive with your delivery, it is because they were likely out of stock at the supplier warehouse when your order was packed.
Here is what you need to know when items are missing from your VendHub order:
Missing items are not backordered. This means missing items will not arrive at a later date.
You must reorder the products. If you still need the items, you must include them in your next order.
Inventory updates happen weekly. VendHub updates the product catalog every week. Because it is not a real-time feed, an item might show as "available" even if the supplier, Vistar, has recently run out of stock.
How to Request a Refund
If you were charged for items that did not arrive with your delivery, you can request a refund by contacting the support team.
To request a refund for missing items, follow these steps:
Open your email and compose a message to [email protected].
Type your Order Number in the subject line of the email.
List every missing item clearly in the body of the email.
Send the email so our team can verify your order and process the refund.
Refund Deadlines and Requirements
You must report missing items within 15 days of your delivery date to be eligible for a refund.
The requirements and timeline for VendHub refunds include:
Reporting window: We cannot process refunds for missing items if they are reported more than 15 days after the delivery.
Monthly processing: Most refunds are processed at the end of each month.
Payment method: Your refund will be sent back to the original payment method you used to place the order.
Confirmation: You will receive an email notification once our team has finished processing your refund.
Checking Stock Before You Order
If you need specific items urgently, you can check if they are in stock before you place your next order.
To check current stock, you should contact your Operating Company (OPCO) directly. Your OPCO is the local branch or supplier that handles your deliveries. They can tell you if an item is currently on the shelf at the warehouse so you can decide whether to place your order.
Tips to Prevent Missing Items
While you cannot always avoid supplier stock issues, you can minimize problems by following these steps:
Order early: Place your orders well before you actually run out of a product.
Find alternatives: Identify "backup" products you can buy if your favorite items are frequently out of stock.
Keep extra stock: Maintain a small buffer of essential products to cover you if a delivery is short.
Contact Support
If you have more questions about a missing delivery or a refund, please email the VendHub team at [email protected].