When to use it
Use when tracking says held, hold at location, or pending customer action.
Use the wording to explain what the tracking page says, where to check next, and what support can do under policy.
Package held by carrier email template
Explain a carrier hold without claiming the store can release the package.
This is a free wording template. It does not process payments, contact carriers, redirect packages, issue refunds, or promise delivery outcomes.
Subject line
Carrier hold update
Adapt for Shopify email, a help desk macro, or a manual support reply.
Copy-ready template
Hi {{customer_first_name}},
Tracking for order {{order_number}} may show that the package is being held by the carrier. Please review the carrier page for instructions, location information, and any pickup deadline.
Store support cannot directly control carrier hold rules, but we can explain store policy options if the package is returned or remains unresolved.
Best,
{{store_name}} Support