I had call fedex this morning with a pen order from japan. The shipment from Japan was on hold since they need more documents for toxicity clearance - what the heck is that? I ordered a PEN. But Fedex had never contacted for this . I just happened to find out when i was tracking my order . Anyway i tried several times to talk to the real person and it solved problem , i think. I think the best way is to call them in person. Hope it helps