Why is my order on hold?
Your order has been placed on hold because the destination country requires a valid phone number for the shipping carrier to complete delivery. This is most commonly seen for orders shipping to Canada, where the carrier requires both a phone number and an email address from the recipient.
What information do I need to provide?
Recipient phone number — a valid number for the destination country
Recipient email address — required by the system to save the phone number correctly
Both pieces of information are needed. Providing only the phone number is not sufficient.
How do I get my order released from hold?
Even after you add a phone number to the order, the hold cannot be removed by you directly — the "Remove Hold" button may appear greyed out and unclickable. Our support team must remove the hold manually from our end.
To get your order released, contact Subliminator support and provide:
Your order number (e.g., SBL1234567)
The recipient's phone number
The recipient's email address
Once the support team has updated the shipping information, they will remove the hold and return the order to production.
Tips for future orders
If you are shipping to Canada or other countries that require a phone number, always collect both the phone number and email address from your customer at checkout to avoid fulfillment delays.
If you have already added the phone number in your account but the order is still on hold, reach out to support — they can confirm the information was saved correctly and release the order.
Need help?
Contact the Subliminator support team with your order number and the required recipient details. Support will update the order and confirm once it has been placed back into production.