Is your address a P.O. Box? I am not sure but I don't think phones can be ordered through a P.O. Box number since FedEx I think needs a signature. The other scenario is if the billing address is different than the shipping address. I am just spit balling here. If you would like a better answer you might want to try customer service. Chats are a long wait, like hour or more, I recommend sending a Facebook messenger and send them a message explaining this. To find FB scroll to the bottom of this page, bottom right, click the icon with the f in the box. Good luck!