Some US customers only getting most expensive USPS rate for same product

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I offer three USPS rates for my US-based customers:

  • USPS First-Class Package Service - Retail
  • USPS Priority Mail 2-Day
  • USPS Priority Mail Express 2-Day

I have a product I am selling that weighs 3 pounds, 4 ounces. Since the First-Class rate applies to packages weighing less than 16 ounces, this option would (correctly) never appear.

Most of my customers receive the other two options, and select the USPS Priority Mail 2-Day option.  However, I have had about 10% of my customers receive ONLY the USPS Priority Mail Express 2-Day option, which is 4-5 times more expensive than the other option.  Screen shots sent to me confirm that this is the only option they receive -- for the SAME exact product as everyone else is ordering.

I'm at a loss here.  Not sure where to look since 90% of the orders work correctly.  Thoughts on how /where to correct this???