{"section":"troubleshooting","requestedLocale":"en","requestedSlug":"the-order-was-split-into-packages-with-separate-deliveries","locale":"en","slug":"the-order-was-split-into-packages-with-separate-deliveries","path":"docs/en/troubleshooting/orders-and-fulfillment/the-order-was-split-into-packages-with-separate-deliveries.md","branch":"main","content":"On VTEX, customers may receive their orders split into several packages, regardless of whether the [order has been split](/en/docs/tutorials/order-split-and-delivery-split) on the platform. Customers can receive their order items in separate packages in the following cases:\n\n* **Order with different sellers:** An order is generated for each seller, resulting in at least one package per seller's delivery.\n* **Selection of white label sellers:** Orders involving [white label sellers](/en/docs/tutorials/white-label-sellers-selection) may be delivered in separate packages.\n* **Seller with different SLAs for shipping items:** Even if a single seller fulfills the order, different product SLAs can cause the order to be split into multiple packages.\n* **Pre-sale products:** Orders containing both [pre-sale](/en/docs/tutorials/creating-a-product-for-presale) and regular products will be delivered in separate packages.\n\nWhen an order is generated, the estimated delivery date at checkout applies to both pre-sale and regular products. However, this is only a delivery estimate. Once payment is approved, the order is divided into different packages, one for pre-sale products and one for regular products.\n\nThe delivery date for each package will be adjusted based on the `shippingEstimateDate` for each product, which can be checked via the [Get order](https://developers.vtex.com/docs/api-reference/orders-api#get-/api/oms/pvt/orders/-orderId-) endpoint.\n\n## Solution\n\nTo avoid splitting packages in orders that include pre-sale products, you can configure [shipping groups](/en/tutorial/como-funciona-a-remessa). This allows you to group all packages to be delivered by the same carrier and from the same [loading dock](/en/docs/tutorials/loading-dock) into a single shipment.\n\n> ❗ By configuring shipping groups, this behavior will be applied to all orders with different delivery dates, not just those containing pre-sale products.\n\n### Configuring shipping groups\n\nTo configure shipping groups in your store, follow the steps below:\n\n1. In the VTEX Admin, go to **Store Settings > Shipping > Settings**, or type **Shipping** in the search bar at the top of the page and select **Store Settings / Shipping**.\n2. On the **General Settings** page, in the section **Delivery Groups**, enter the desired number of days for the [shipment](/en/tutorial/como-funciona-a-remessa) in the field _Create shipping groups with intervals of \\{X\\} day(s)_.\n3. Click **Save**."}