Have you checked your shipping location & product weight?
You can check out this guide to crosscheck: https://help.shopify.com/en/manual/shipping/shopify-shipping/shipping-carriers/ups
If this issue is not resolved contact Shopify live chat support
Thanks for posting to the forums! Shipping can be pretty tricky at times.
When it comes to UPS rates, you need to ensure the order meets the criteria for UPS ground. This would include the combined products weight as well as the default package size. UPS Ground allows packages up to 150 lbs. Additionally, packages can be up to 165 inches in length and girth combined. Packages can be up to 108 inches in length. As this is a large size package, your issue is most likely the following.
If you have your default package set to an Express option, this would not coincide with UPS Ground, thus it will not show for the customer. The Express envelopes and boxes only ship with UPS Next Day Air, UPS 2nd Day Air, and International services. Other UPS services will not be available when using these packages as the Default Package.
To correct this change the package to another UPS package or add a custom package with accurate dimensions. This can be done via Settings > Shipping and Delivery > Default Package.
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