Orders are sometimes placed on a brief hold so we can check or resolve something before shipping. Some holds require us to reach you, so keep an eye on your phone and email.
Why orders go on hold
An order may be held for one of these reasons:
- It is your first order. New accounts are sometimes held for a quick verification.
- You left a comment on your order. Orders with a comment are held until our team reviews and approves it. This sometimes means we need to reach out to you. For where this happens at checkout, see How to Place an Order.
- A stock discrepancy. Once in a while an item shows as available when it is not. We hold the order while we sort it out and reach out to you.
- A problem with the shipping address. If our address verification flags an issue with your address, the shipment is held until the address is corrected.
- Severe weather. If weather is bad enough that our team or UPS cannot reach our warehouse and we have to close operations, your order may stay on hold until we are able to reopen.
Keep an eye on your phone and email
Several of these holds are cleared by a quick back and forth with you. We will try to reach you by phone first, and if we cannot get through, we will follow up by email. Please keep an eye on both, including your spam folder, so you can reply to us promptly. Once everything is resolved, your order continues processing and ships.