A Security Check hold means our compliance team needs to verify a few details before your package can be cleared for international export. It's a routine anti-fraud measure — not a reflection on you personally — and it's usually resolved quickly once we have the documents we need.
What We May Ask For
Our notification email will tell you exactly which documents to send. Depending on the check, these may include:
- Order details — a copy of your purchase order or order summary from the retailer.
- Proof of payment — a copy of the transaction confirmation, such as a PayPal receipt.
- Proof of identity — a clear copy of a government-issued photo ID (passport, driver's license, or national ID card).
- Proof of billing address — a recent utility bill, bank statement, or official document showing your name and the billing address linked to your payment method.
We handle any documents you send securely and use them only to verify your shipment.
How to Clear the Hold
- Submit your documents. Reply to our notification email with the requested files.
- We review them. Our compliance team verifies the documents you've sent.
- We release your package. As soon as the check is approved, we release your package for shipment.
Why We Run Security Checks
Security checks protect both you and us against fraud and help us meet our export compliance obligations. They're applied as a standard precaution, and passing one doesn't affect how your account is treated afterwards.
If you have further questions, please contact our Customer Experience team.