Why am I getting 'We do not ship to this destination' error on my site?

SaskoDist
Tourist
11 0 2

I am having problems with my customers getting a message at check out that “ We do not ship to this destination.”. Support says it has to do with my "Shipping Setups" ! Why do shipping rate have anything to do with my customer's address's?

  I didn't have any problems a few months ago, but now I can't even test ship anything to myself.  I only do the US, I have a large range of sizes of products, from some that fit on my fingernail, to 3ft tall!  Plus have close too or over 1000 products.  I have had to set up my shipping rates pretty much by guess. 

I have most products in General rates, based on weight, but I really can't put the real weight of an item, as a small $5. group of tiny items might not even weight 1/8lb, (so go in regular envelope) or a 1.4lb item in box costs around $10 or more to ship.   

 Need ideas in how to fix my shipping.  And the Zone part in confusing, as I ONLY ship in US, which I have selected. Example Below of just 1st shipping rate.   Website: SaskoDist.net

Shipping zones

Create zone

Domestic

United States
sort ascending byRate name Condition Price
 1.Regular Envelope for Miniatures
0.2lb–2.9lb
$4.35 USD
Replies 4 (4)

Shay
Shopify Staff
2895 450 591

Hi @SaskoDist 

 

Thank you for those details! Troubleshooting shipping issues at checkout can definitely be tricky, but can definitely be resolved. It does sound like you have had some issues getting your rates setup properly for your store, and I would like to help with that as well.

 

Can you share a screenshot of all your current shipping rates? This will help me troubleshoot this with you since I can't access your store admin through our community. 

 

This is something that our authenticated support team can also help with, so I do recommend chatting back in with them to get some further real time assistance when you are available to do so. 

 

A few things to check on:

 

  • Your rate you shared is .2lb - 2.9lb, and I am guessing your rates increase from there. It is important to make sure you do not have any gaps in the weight coverage. If your next weight starting point is 3.1lb, then there would be a gap in coverage. Also, the shipping rate starts at .2lb, anything lighter then that doesn't have any shipping rates either. 
  • Check to make sure that your product weights are accurate, it is common to see products with weights in KG instead of gr or lbs. 
  • Confirm all shipping locations are enabled in your shipping rates section. If you go to manage your rates and scroll to the bottom of the page, you may see a section like this: 24-16-99626-84521
  • Ensure you have all available shipping rates enabled if you are using calculated rates at the checkout. Some rates have specific package size/weight dimensions and that could block them from showing.
  • Confirm that your default package size is suitable for the shipping rates you offer (if using calculated rates).

Shay | Social Care @ Shopify 
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SaskoDist
Tourist
11 0 2

Making sure there are no gaps in my rates was one of the 1st things I did sometime ago.  I can't go by "box" sizes, as I still would have to guess at which item goes into what sized box.

General Rates:

Shipping zones

Create zone

 

Domestic
United States
 
sort ascending byRate name Condition Price  1.Regular Envelope for Miniatures
2.Priority Mail Flat Rate for Flags
3.XXLarge Envelope 1 Group
4.Small Priority Box
5.Mid Sized Priority
Box6. Large Priority
Box7. X Large Priority Box
0.2lb–0.29lb
$4.35 USD
 
0.3lb–1.4lb
$8.95 USD
 
1.5lb–2.4lb
$12.25 USD
 
2.5lb–4lb
$13.17 USD
 
4.1lb–4.15lb
$16.95 USD
 
5lb–5.16lb
$15.95 USD
 
6lb–6.16lb
$18.95 USD
 

This forum moved boxes from each #, so looks different that paste.

 Then there are Custom Rates

Custom shipping rates

Arbor Special Size
1 product

Rates for

2 locations1 zone
Garden Flag Stand Special Size
1 product

Rates for

1 location1 zone

No rates for

1 location
Flag Pole Rates Special Size
3 products

Rates for

1 location1 zone

No rates for

1 location
Yard deSign Lg Post
1 product

Rates for

2 locations1 zone
Larger Items- Turtles
4 products

Rates for

2 locations1 zone

Add custom rates or destination restrictions for groups of products.

SaskoDist
Tourist
11 0 2

Still need help beyond the Basic's, please

Shay
Shopify Staff
2895 450 591

Thank you for sharing that information for me to review. 

 

It looks like some profiles have 1 location activated, while others have 2. If you review the profiles with one location, scroll to the bottom of the rates page, you should see a list of locations without rates. Please ensure to review that for all profiles with only one location. 

 

I also noticed in the rate scale you shared, that there is a gap between these two weights: 4.1lb - 4.15lb and 5lb - 5.16lb. I am not sure if one was missed or if there is a space there, so that is worth looking into as well.

 

Unless you are using advanced carrier calculated shipping, there is a default package size used for all calculated rates at the checkout. If the package size is incorrect for the shipping rates available, then that can also cause an issue at the checkout. In the admin under Settings > Shipping, near the bottom of the page will be a list of all your saved packages and one of them will be marked as your default package used to calculate rates:

 

25-27-3fuct-zs0av

 

 

Shay | Social Care @ 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