Can I ask a store to hold my order?

Many stores will, for a few weeks, if you ask before it ships. Give the date you want it sent, not the date you want it to arrive.

Can a customer choose the delivery date?

Rarely. The store controls the ship date and the carrier controls the delivery day, so promise the first and estimate the second.

How do we stop the warehouse shipping a held order?

Hold fulfillment on the order in Shopify, which a teammate can do from the Aide conversation. A procedure can also tag the order, such as Do not import, for fulfillment apps that read tags.

How long should we hold an order?

Set a limit in your policy, such as 30 days, and say it in the reply. Long holds tie up stock you may need.

Hold order request template

Hold the order until they are ready.

Get the date they want it shipped, ask your team to hold fulfillment, and promise a ship date, not a delivery date.Updated November 3, 2026 · By Ziyad Basheer

Use this template free See the template

Short answer

Customers ask to hold an order when they are travelling, moving or timing a gift. Agree a date to ship it, hold fulfillment until then, and confirm the ship date rather than a delivery date, which the carrier controls.

The templates

Fills in from Shopify, with a fallbackYours to fill in

EmailHold in place

Subject: We are holding order.name until date

Hi customer.first_name, As asked, order.name is on hold and will ship on date. The tracking link reaches you by email that day. If your plans change, reply here before then and we can send it sooner or move the date.

ChatAsk for the date

order.name is still with us, so we can hold it. Which day should it ship? We can promise the ship date, while the delivery day is up to the carrier.

Internal noteBefore you reply

Hold requested on order.name until date. Hold fulfillment from the conversation and tag the order so the fulfillment app skips it. Release it on date.

When to use

The customer asks you to hold an unshipped order and send it on a later date, for a trip, a move or a gift. Not when they want to cancel the order.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.

Only if

They want it laterYour hold request topic is detected, such as “Please send it after the 20th”.

The order is foundOrder exists is true.

Not yet with a carrierTracking exists is not true. A shipped order can only be held by the carrier.

Example conversation

Customer

I am away until the 20th. Could you hold #1074 and ship it after that?

Aide

Of course, #1074 is still with us. I have asked our team to ship it on the 20th, and the tracking link will reach you by email that day. The delivery day after that is up to the carrier.

Customer

That works, thanks.

✓Hold request passed to your team · Order #1074

Frequently asked questions

: Many stores will, for a few weeks, if you ask before it ships. Give the date you want it sent, not the date you want it to arrive.
: Rarely. The store controls the ship date and the carrier controls the delivery day, so promise the first and estimate the second.
: Hold fulfillment on the order in Shopify, which a teammate can do from the Aide conversation. A procedure can also tag the order, such as Do not import, for fulfillment apps that read tags.
: Set a limit in your policy, such as 30 days, and say it in the reply. Long holds tie up stock you may need.

Edit order after purchaseThe customer wants to change an order they placed.Email · Chat · Internal note Upgrade to faster shippingThe customer wants a faster shipping method.Email · Chat · Internal note Order being preparedThe order is confirmed but has no tracking yet.Email · Chat · Internal note Update shipping addressConfirm a new address, or explain it already shipped.Email · Chat · Internal note

Send this with the order filled in

Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.

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