In most situations, the reason a package is on hold is due to the shipping courier not being able to contact you via the phone number or email that was provided to us during check out. The shipping courier [UPS or DHL, etc] will reach out to schedule delivery or to obtain import/ customs duty. If you feel like you may have provided an incorrect phone number or email, please reach out via email directly to our Concierge team [concierge@formawerx.com].