Hi, @EmilyClawson. I'm happy to help with this! Have you noticed any similarities with the addresses or orders that are seeing this message? Also, can you tell me more about the shipping rates you currently have set up?
When this error message happens it typically means that the product(s) in the cart are having trouble making a clear path to a shipping rate. There's a few reasons this could be happening. To start troubleshooting I recommend going through the following steps:
- Double check the default package used to calculate your rates at checkout. This will be found by going to Settings > Shipping and delivery and scrolling down to the Shipping Packages section.
- If you're using weight based shipping rates, make sure that the weight of the package isn't making the package too heavy for your weight ranges.
- If you're using carrier calculated shipping rates, make sure that the default package is not set to a carrier packaging type. For example, if you're using USPS Priority Mail Flat Rate boxes, this will only bring up Priority Mail options. Therefore, if those rates aren't available in the profile, your customer would see an error message.
- If you're using carrier calculated rates, you'll also want to ensure the dimensions for the package fit the carrier's requirements for box sizing.
- Ensure that all of your products are in valid shipping profiles, and that there are rates in those profiles for the customer's shipping location. You can access your shipping profiles by going to Settings > Shipping & Delivery in your Shopify admin. From here, click into each profile and make sure you see compatible shipping rates for each location that has inventory you need to ship. You can find more information about shipping profiles on this page.
- Ensure there aren't any shipping rates set up in a way to potentially exclude orders from shipping. You can find more information on setting up shipping rates here.
- If you're using price based shipping rates, confirm that your rates cover all order total possibilities. For example, if you only have one rate set up as "free shipping on orders $100 and up", but your customer is trying to check out with an order less than $100, there would be no rates to show them and they would receive that error message.
- If you're using weight-based shipping rates or calculated shipping rates, ensure that your products have weight assigned.
- Ensure the countries you ship to are in active markets. You can double check this by going to Settings > Markets. You can also read more about shipping and Shopify Markets here.
- Make sure the Physical product or Requires Shipping setting is enabled for products that you need to ship.
- Make sure that your products and variants have inventory at the locations you are shipping from. You can find this by going to Products and clicking on the product you want to view. Under the Inventory section you will see a list of the locations you have and the amount of inventory you have at each location. You can also read more about assigning inventory to locations on this page.
If it's still not working after this you can reach back out here and I can recommend some more steps. I'd also recommend reaching out to our live support team here so that we can look into this with you. While we can't see your account settings here over the Shopify Community, if you reach out to us through the page I shared we'd be able to review this with you in more detail.
Erin | Shopify
- Was my reply helpful? Click Like to let me know!
- Was your question answered? Mark it as an Accepted Solution
- To learn more visit the Shopify Help Center or the Shopify Blog
