Package on Hold? Next Steps for Shipping to Saudi Arabia

Posted by MyUS | 12 November 2026

Received an email that your MyUS package is on hold before shipping to Saudi Arabia? Here’s how to find the request in your account, provide any missing purchase information, and check your Saudi delivery details so you know what needs to happen next.

A hold does not automatically mean you made an error. Your package may need a merchant invoice, clarification about its contents, or another review before shipping can proceed.

The first step is to identify where your package is and what the notification asks you to do.

Is Your Package at MyUS or Already Traveling to Saudi Arabia?

A package awaiting action in your MyUS suite and a shipment held during Saudi customs clearance are at different stages of their journey.

Where the hold appears	Where to start
In your MyUS account before international dispatch	Open the affected package and follow its documentation, payment, or review instructions
In carrier tracking after international dispatch	Read the carrier's notification and contact the carrier or MyUS with your international tracking number

If your shipment is already traveling to Saudi Arabia, follow any specific request for recipient information or clearance documentation. Uploading an invoice to your MyUS dashboard does not automatically resolve a separate carrier or customs request.

Start With the Email, Then Check Your Account

Then:

Open the package details.
Read the full message explaining what needs attention.
Check Action Required for requested information or documents.
Complete the action shown, if one is available.

Follow the instructions for that package. An invoice upload addresses a purchase-documentation request, while a declined payment or product restriction requires a different response.

If the message says a review is underway without requesting anything from you, check for updates rather than submitting unrelated documents.

Common Reasons a Package May Need Attention

These examples explain different situations you might encounter. Your account notification determines which action applies.

Situation	What it may mean	Your next step
Merchant invoice requested	MyUS needs a retailer document to verify purchase details	Use the invoice-upload option displayed for the affected package
Purchase value needs clarification	The amount paid needs to be provided or supported	Follow the value request and provide purchase documentation if prompted
Product requires compliance review	Shipping eligibility or handling requirements need assessment	Read the notice and provide product information if requested
Payment could not be processed	A payment issue is preventing the shipment from proceeding	Review the payment notice and resolve the identified issue
Recipient or delivery information requested	Information needed for shipment preparation is missing or needs confirmation	Correct or provide the details specified in the request

When MyUS Requests a Merchant Invoice

A merchant invoice is the document your retailer or seller provides showing what you purchased and how much you paid.

For example, your package may arrive without an invoice that clearly identifies its contents and prices. MyUS may then ask you to provide a copy.

You can often find the invoice in your retailer account’s order history or attached to an order email. If it is unavailable, contact the retailer and request one.

What Should Your Merchant Invoice Include?

Look for a clear, readable document containing:

The retailer’s or seller’s name.
The order or invoice number.
The purchase date.
Item descriptions and quantities.
Item prices, currency, and the order total.
Any discounts relevant to the purchase.

A tracking notification or shipping label may not contain enough purchase information. A payment total alone may also leave the individual items unclear.

How to Upload Your Merchant Invoice

When an invoice is required, an upload option appears on your dashboard for the affected package under Action Required.

To submit it:

Sign in to your MyUS account.
Find the affected package under Action Required.
Open the invoice request and select the upload option shown.
Upload the merchant invoice covering the items in that package, following the file requirements displayed.
Submit the document and check for confirmation.

Once submitted, the document needs review. An upload confirmation means your submission was received; it does not mean the package has already been cleared to ship. Check your account for the updated status or any further requests.

Example: Clothing Purchased During November Sales

You order three clothing items from a US retailer for delivery to Saudi Arabia. MyUS requests an invoice after the package arrives.

Upload the retailer’s invoice showing those items and the discounted prices you paid. A screenshot of their current product-page prices may not reflect your transaction.

If the retailer divided your order into multiple deliveries, explain which invoice items belong to the affected package if that is unclear.

Purchase Value Question? Show What You Actually Paid

Sometimes the next step concerns an item’s purchase value.

For example, your receipt may show a discount that isn’t reflected in the information available for the package. Follow the request in your account and provide supporting documentation where prompted.

Use the actual price you paid. Don’t estimate a lower amount or replace a purchase value with a preferred declared value.

If the invoice and the package details appear inconsistent, explain the difference. Useful context might include a retailer discount, a partial refund, or an order delivered in separate packages.

The MyUS member account guide explains that purchase-value requests can require a merchant invoice or receipt when additional verification is needed.

Product Under Review? Check Saudi Shipping Eligibility

Some products require review before MyUS can confirm whether and how they can ship.

An item containing a battery, liquid, or regulated material may need additional assessment. A review can also concern export rules or the destination’s import requirements.

If you receive this type of notice:

Read whether the message requests action or says a review is underway.
Provide the exact product link, model, specifications, or other information requested.
Check for a follow-up decision before attempting to ship the item.

Restricted and prohibited products are different. Some restricted products may ship after review and are subject to conditions; prohibited products cannot be shipped to the destination. Uploading an invoice does not override a product restriction.

If MyUS confirms that an item cannot ship, ask which options are available for that particular product. Do not assume that return shipping or delivery to another address is always possible.

Before future purchases, review the restricted merchandise guidance and Saudi Arabia country alerts.

Payment Unsuccessful? Review Your Billing Details

A payment notification needs a different response from a documentation request.

For example, a shipping payment may fail because the saved card has expired or the card issuer declined the transaction. An outstanding account balance may also prevent shipping from proceeding. MyUS’s terms explain that payment problems can leave merchandise on hold.

Read the payment message, then:

Review the payment method and relevant billing details in your account.
Check with your card issuer to see whether the transaction was declined.
Follow the account instructions to address the payment issue.
Confirm whether another action is needed to proceed with the shipment.

Updating a card does not, by itself, confirm that your shipment has been submitted or dispatched. Check the shipment status afterward.

For questions about available payment methods, visit the MyUS payment information FAQs.

Check Your Saudi National Address Details

If the request identifies missing delivery information, review the affected Saudi address and provide the specific details requested.

For Saudi Arabia, MyUS’s country alerts state that incoming shipments require a valid National Address short address code. Check that the appropriate code is included in your account Address Book.

Also confirm that your recipient name, mobile number, and delivery details are current.

If a notice asks for additional recipient or clearance information, follow that request rather than uploading unrelated documents. Contact MyUS if you are unsure what is needed or where to provide it.

Already Dispatched? Follow the Saudi Clearance Request

If the hold appears in international carrier tracking, check the carrier’s latest notice before making changes in your MyUS suite.

The carrier may identify a request concerning recipient information, shipment documentation, or another clearance requirement. Follow that specific instruction and keep a record of what you submitted.

If you need clarification, have these details ready:

Your international tracking number.
Your MyUS shipment number.
The carrier’s exact status message.
Any documents or information already provided.
An existing MyUS or carrier case number.

Ask what is outstanding and who needs to receive it. This helps distinguish a document already supplied to MyUS from information the carrier requested separately.

“Hold” Shipping Preferences and Action Requests Are Different

You may also see Hold as a shipping preference that lets you keep eligible packages in your suite until you’re ready to request shipping.

That preference serves a different purpose from a package requiring an invoice, payment resolution, or compliance review. MyUS’s shipping guidance describes Hold as an option used while accumulating purchases before submitting a ship request.

If a package is eligible to ship and you’re ready to send it, follow the account’s shipment-request process. If it has an outstanding action, address that request first.

What Happens After You Complete the Requested Action?

After submitting information, return to the affected package and look for:

Confirmation that the submission was received.
An updated review or package status.
A request for a clearer document or additional details.
Confirmation that the package is ready to ship.

If the request remains, read the latest message before uploading the same file again. Check whether the document is readable, belongs to the correct package, and includes the requested information.

Avoid assuming a fixed release time. The next step depends on the reason for the hold and the review needed.

Also review your package’s storage dates and applicable membership terms. Do not assume a hold or pending review pauses storage charges. If a deadline is approaching, include that concern when contacting MyUS.

Need Help Finding the Next Step?

Contact MyUS when the request is unclear, the required action is unavailable, an upload fails, or the review has exceeded a timeframe specifically provided to you.

To make your question easier to investigate, include:

Your suite and package numbers.
The wording of the email or account message.
What you submitted and when.
A screenshot of any upload or account error.
An existing case number, if applicable.

Ask a specific question, such as: “I uploaded the invoice for package [number] on [date]. Does the document meet the request, or is anything else needed?”

If carrier tracking shows a hold after international dispatch, include the shipment tracking number. A carrier or customs hold occurs at a different stage from a package awaiting action in your MyUS suite.

Review Your Package and Move Forward

The most useful response to a hold email is to open the affected package and follow its specific instructions. Whether you need to upload an invoice, clarify a purchase value, or resolve a payment issue, your account is the starting point.

Sign in to MyUS to review your package and complete any requested actions.

Need clarification? Visit the MyUS Help Center and use its Contact Us option with your package details.

Sign Up Now

We always aim to bring our members the best shopping options available, but some of the products featured in this post may have purchase restrictions. Please visit the merchant's terms of sale, shipping guidelines, and terms and conditions to find more information.