Customer Holds
How do I turn on holds?
Sign in, then open your account. Holds are available for street addresses in the 48 contiguous United States. If you do not see the option, sign out and sign back in before you start a new checkout.
How do I place an order on hold?
At checkout, choose the shipping method named Customer Hold. That choice is what keeps the order from shipping. After payment and the order confirmation email, nothing else is required until you ask us to ship.
How do I ask for the items to ship?
- Sign in and note the order numbers you want released.
- Send those order numbers through the contact page.
- We confirm the list before the boxes are packed. Once a release is confirmed, it cannot be undone.
How long after I ask does it ship?
Released holds are usually packed within 2 business days. Busy weeks can take longer. You get a tracking email when the package leaves.
What if my release is under the $75 free-shipping line?
If the items you release total less than $75.00, contact us with the order numbers. We send a link to pay the $6.00 shipping charge before the box goes out. See Shipping & Returns.
Can I add more items after you confirm the release?
No. Anything ordered after we confirm the release goes on a new shipment.
Can I split one order across two shipments?
Place one item per order when you can. There is no shipping charge while an order sits on hold. When you release several holds together, we combine them into one shipment. A combined shipment cannot be split again.
I put a pre-order on hold. Will it ship by itself when it arrives?
No. Hold items never ship until you ask. If you need a pre-order on release day, do not put that item on hold. A normal order ships on its own when the product arrives.
How do I know a pre-order is in?
Watch the product page and your order email. When the item reaches the warehouse, we can add it to a shipment you release. If speed matters for one title, leave that title off hold.
Can you price-match something already on hold?
No. We do not price-match hold items, and we do not issue a partial credit for a price change while an item is on hold.
Can I cancel a hold?
- Yes. Contact us with the item or the order number.
- Within 30 days of the order, an in-stock hold can be refunded in full to the original payment method.
- After 30 days, an in-stock hold is refunded as store credit only, and a 15% restocking and storage fee can apply.
- A pre-order on hold can be cancelled within 120 days for a refund to the original payment method. After 120 days, the refund is store credit or a check.
- Too many cancellations can remove hold access.
How long can items stay on hold?
Ship a hold within 6 months of the purchase date. Holds older than 6 months may be shipped without a new request from you.
Which addresses qualify?
Customer Hold is only for physical addresses in the 48 contiguous United States. Hawaii, Alaska, Puerto Rico, Guam, P.O. Boxes, APO addresses, and international addresses are excluded.