Hi there, I’m having issues with Shopify’s checkout wherein it is not charging the duties I’ve set for the US. I’ve tried contacting the Help Center but their bot is stuck on a loop and ignoring requests for a Support Advisor.
Here’s what I’ve done so far:
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Set up duties at 10% in my store settings
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Ensured that all of my products have accurate HS codes and a country of origin added
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Confirmed my courier supports DDP labels
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Confirmed no checkout personalisations (to the extent I have any) conflict with the duty collection tool
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Confirmed that my store is not using the Shopify Fulfillment Network
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Completed all required setup steps according to Shopify’s guidance
But duties aren’t being collected at checkout despite proper configuration. I should not need to provide any tax registration details as (1) this is a duty/tariff, not a tax and (2) I am not directly paying it to the US government, my courier is.
Could someone please advise? Apologies in advance if I’m slow to respond - it’s nearly 11pm here and I will be offline for a few hours.
Hi, thanks for laying out all the details — sounds like you’ve already covered most of the right setup steps. A couple of things worth double-checking when duties aren’t showing at checkout:
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Markets & Eligibility → Duties only calculate if you’ve enabled United States in your Markets settings with “Collect duties and import taxes at checkout” toggled on. Even if HS code & COO are set, if duties aren’t active in Markets > Settings > Duties and import taxes, they won’t appear.
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Shipping service → Duties only show when the selected shipping method is marked as Delivered Duties Paid (DDP). If the rate at checkout isn’t configured as DDP, the duties line won’t appear.
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Checkout testing → Try with a US address that’s not in your origin country (e.g. test an order shipping into the US from abroad). If the system thinks the product ships domestically, duties won’t trigger.
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Third-party apps / scripts → Even light customizations to shipping rates or checkout scripts can override the duty line. Temporarily disable these and re-test.
If all that looks correct, then this may be a backend configuration issue that only Shopify Support can clear (sometimes the duty engine isn’t switched on for a store even after setup). Since the chat bot is looping, try:
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Opening a ticket via [Shopify Help Center → Contact Support → Account > Something else > Chat/email].
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Or, if you’re on Advanced/Plus, reach out via your dedicated support channel.
Unfortunately, duties are not something merchants can manually “force” at checkout once setup is done — if the feature is on but not triggering, Support needs to escalate it to the Markets/Payments team.
Best regards,
Sinh Developer, from Tipo
Hi, thanks a lot for your detailed explanation. I’ve double-checked everything on my side — Markets, duties enabled, DDP shipping, and test orders with US addresses — but I still don’t see the duties line appearing at checkout.
Does anyone have the same issue?
Thanks again for your help!
I opened a ticket with Shopify 2 days ago on this point (think it’s crazy it’s this difficult to collect US tariffs!) but no one has got back to me at all.
@Lunamise1 Hi, I contacted Shopify support and asked to speak with an advisor, and that fixed my issue. On our side, re-indexing the store solved the problem — maybe it’s the same for you. You’ll need to get in the queue and speak to someone live. Hope this helps!
Thank you - I spoke to someone but they seemed to have no idea either. 
I’ll try speaking to someone again. It was an uphill battle trying to actually get through to a human in the first place!
When you enable the US duties and tariffs, you have to expand the area and then select the option where the duties and taxes appear as a separate line item.
