If you received an email stating that your order is on hold, your order requires manual review by a member of our team before it can be released for fulfillment. In most cases, the hold is related to address verification or fraud prevention measures designed to protect both our customers and Arm Or Ally.

Common reasons an order is placed on hold

The majority of order holds occur for one of the following reasons:

• The billing address entered during checkout does not match the address your credit card issuer has on file.
• The order is being shipped to an address different from the billing address.
• The order triggered one or more fraud-prevention indicators requiring manual review.

Repeat customers

If you have successfully completed orders with us in the past, there is a good chance we can validate the order using your previous order history. In many cases, no action is required on your part and your order will proceed through review without delay.

If additional information is needed, we will contact you directly by email.

First-time customers

Orders requiring review are typically evaluated once or twice each business day. If you have reached this article before receiving an email from our team, please wait for our email and reply directly to it. Responding to the verification request we send is typically the fastest way to complete the review process and avoid unnecessary delays.

Address verification mismatches (AVS)

If your billing and shipping addresses are the same but your order is on hold, the transaction may have failed the Address Verification System (AVS) check performed by your credit card issuer.

This does not necessarily mean there is a problem with your card. It simply means the address entered during checkout did not exactly match the address your card issuer has on file.

Common causes include:

• PO Box versus P.O. Box formatting.
• Street versus abbreviated street names (St. vs. Street).
• Numerical versus written street names (6th vs. Sixth).
• Missing apartment or unit numbers.
• Extra spaces or formatting differences.
• A recently changed address that has not been updated with your bank.

In these situations, you may wish to contact your credit card company and verify the exact billing address they have on file.

You may be able to place a new order

If you discover an address discrepancy and correct the issue with your card issuer, you may be able to place a new order successfully.

After placing the new order, please open a support ticket and provide both order numbers so we can review the situation and cancel the original order if appropriate.

Billing and shipping address mismatches

If you requested shipment to an address different from your billing address, additional verification may be required to establish that you are the authorized cardholder.

You may choose to have the order shipped to your billing address instead. Otherwise, we may request documentation to complete the verification process.

Verification documents we may request

To establish you as the authorized cardholder, we may request:

• A government-issued ID showing your name and address.
• A photo of the credit card used for the purchase showing only your name and the last three digits of the card number.

For your security, do not include the full card number, expiration date, or CVV/security code.

Privacy tip

An easy way to provide the requested information is to place your ID over the credit card so that only your name and the final three digits of the card are visible. You may also use paper or sticky notes to cover any information that is not required.

This verification is generally a one-time process used to establish you as the authorized cardholder for future orders.

Why do we require additional verification?

Online merchants face significantly higher fraud risks than traditional retail stores. These verification procedures help prevent the use of stolen credit cards, reduce fraudulent transactions, and protect legitimate customers.

Fraud prevention also helps control chargeback losses, processing fees, and other costs that ultimately impact product pricing. These measures help us maintain competitive pricing while protecting our customers and business.

Will I be charged if my order is on hold?

No. Orders placed on hold are generally only pre-authorized with your payment provider. While you may see a pending transaction on your account, funds have not been collected.

If you choose to cancel an order that remains on hold, no cancellation fee will be assessed.

Responding promptly to any verification request will help us complete the review process and get your order moving as quickly as possible.