Why is my order on hold or under review?

If you received a notification that your order is on hold or under review, do not worry. This is not necessarily a cause for concern and in most cases it is resolved quickly. Here is a breakdown of the most common reasons an order may be placed on hold and what to expect next.

Payment verification

One of the most common reasons an order is placed on hold is to verify payment information. Here is what to know:

• If there is a discrepancy between the billing information provided at checkout and the information on file with your payment provider, our team may need to verify your identity before processing the order
• This is done to protect you and to prevent fraudulent transactions from being processed
• If your order is on hold for payment verification, you may receive an email or phone call from our team asking you to confirm your information

Address verification

If there is an issue with your shipping address, your order may be placed on hold until it can be corrected. Here is what to know:

• Make sure your shipping address is accurate and complete, including your apartment or suite number if applicable
• If you are shipping to a business address, make sure your business name is included in the shipping address as carriers require this information to complete delivery
• We are unable to ship to PO Boxes for wheels, tires, or suspension orders, so if a PO Box was entered for one of these items, our team will reach out to get an updated address
• If your order is on hold due to an address issue, our team will contact you as soon as possible to get it corrected so we can get your order moving

Vehicle details needed

In some cases, our team may need additional vehicle information before we can process your order. This is especially common for orders involving specific wheel fitment or TPMS sensor programming. Here is what to know:

• Certain wheel sizes, offsets, or configurations may require more specific vehicle details to confirm proper fitment, such as your trim level or whether your vehicle is two wheel drive or four wheel drive
• TPMS sensors are programmed specifically for your vehicle, and in some cases we may need your Vehicle Identification Number, also known as your VIN, to make sure the correct sensors are selected and programmed before shipping
• If our team needs additional vehicle details, we will reach out to you as quickly as possible to request the information needed to move your order forward
• Having the following information ready can help speed up the process if you are asked to provide it:
  • Full year, make, model, and trim level of your vehicle
  • Whether your vehicle is two wheel drive or four wheel drive
  • Your VIN, which can be found on your driver side door jamb or on your registration and insurance documents

Providing accurate vehicle information upfront when placing your order is the best way to avoid any delays related to fitment or TPMS programming.

Order accuracy review

In some cases, our team may place an order on hold to review it for accuracy before it ships. Here is what to know:

• If our team notices a potential fitment issue, an unusual product combination, or any other concern with your order, we may reach out to confirm the details before processing
• This is done to make sure you receive exactly what you need and to avoid any fitment issues or errors that could cause delays down the road
• If your order is on hold for this reason, our team will reach out to you as quickly as possible to confirm or correct the details

Backorder or inventory issue

If one or more items in your order are on backorder or temporarily out of stock, your order may be placed on hold while we work to secure the item. Here is what to know:

• A backorder means the manufacturer does not currently have enough inventory to fulfill all orders but has more on the way
• Typical backorder wait times are around 4 to 6 weeks, though this can vary depending on the manufacturer and demand for the product
• If your order is on hold due to a backorder, our team will do our best to keep you informed about the expected timeline
• If you cannot wait for the backordered item, contact us and we can help you find an in stock alternative and update your order accordingly

Fraud prevention

For the protection of all of our customers, our team monitors orders for any unusual activity that may indicate a fraudulent transaction. Here is what to know:

• If your order triggers a fraud prevention flag, it may be placed on hold while our team reviews it
• This is a routine security measure and does not necessarily mean anything is wrong with your order
• If your order is on hold for this reason, our team may reach out to verify your identity and confirm the details of your purchase before processing

What should I do if my order is on hold?

If your order is on hold or under review, here is what to do:

• Check your email for any messages from our team asking for additional information or verification
• Respond to any requests from our team as quickly as possible to avoid further delays
• If you have not heard from us and are unsure why your order is on hold, contact us with your order number and our team will look into it right away and provide you with an update

We always work as quickly as possible to resolve any holds and get your order moving. If you have any questions or concerns about your order status, do not hesitate to reach out and our team will be happy to help!