Hi, i have someone from Australia trying to make an order and everytime it goes to shipping info it comes up with: “This order can not be shipped to the address you have entered. Review your address and make sure all fields have been ordered correctly.” checking and editing and same message appears. We tried to see if the order would go further if we entered pick up and then it says that option is not available. This is costing us in lost sales. Someone did successfully make an order last night however we had complaints of same thing happening 2 days ago. Can someone please help with this and does shopify compensate with cheaper fees or anything like that?
Hi, @Mauri_Tau .
Thank you for reaching out! I am sorry you have been experiencing some issues with your checkout. I would be happy to look into this for you and solve what may be the issue.
Do you currently have a shipping zone set up for Australia and rates? Usually, that error means you do not have any rates set up for that zone or maybe just not for that product/weight. If you believe you have set them up correctly, please share a screenshot with me so I can take a look. Once I have more information, I can figure out what may be causing this error.
Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell?
Talk soon,
Thanks Emily 
Yes everything is set up correctly and a purchase has been made from Australia earlier in the month. I actually did a test and my own address in New Zealand could not be entered with a reply that says “This order can’t be shipped to the address you entered, please review address to ensure all fields are correct.” which means our customers in both countries can not purchase from our website. The last time a purchase was made vis shopify was around 10pm on the 22nd from someone in New Zealand.
our website is www.mauritau.nz we sell handcrafted crystal infused products soaps, shampoo bars, conditioner bars and things like that
i just tried again this morning hoping it worked itself out and no, still not working for both countries or pickup.
[Screenshots removed by Shopify Staff]
also i don’t know how to delete these pics and not comforatable having personal information on here. Please delete pics once viewed.
Thank you
Hi @Mauri_Tau ,
Thank you for providing further information about your issue. I have gone ahead and removed the screenshots from your post as requested.
From having had a look at your shipping rates, it does seem that they are set up correctly, as no matter what the weight of the customer’s order is at checkout there should be an eligible rate for them to choose.
In terms of adding Australia to your shipping zones, how many of the 8 states and territories do you have enabled? You’ll want to check that you have the region the customer is in added to your shipping zone:
I would also recommend checking that all of the products that the customer tried to purchase are added to a valid shipping profile. If one of the products in their cart is not included in a valid profile, no rates will be provided.
You’ll also want to check that any locations that house products are added to your profiles and have valid shipping rates attached.
Finally, I’d also recommend checking that your products have the “This is a physical product” option checked in the product settings, as this tells the system that shipping rates are to be offered at checkout for this product:
If you have checked your shipping profiles and rates, location, and products, and everything seems to be in order, then please contact our support team directly. You’ll be able to authenticate yourself on your account and then our team can take a closer look at your store to try and identify the issue.
Thank you Victor, we sorted the issue last night. We found one of the products in the cart had been noted down in the back office to be located at our other depot which we do not ship from.
Ngā mihi
Thank you 
Hi @Mauri_Tau ,
Great! I’m glad to hear that you were able to get this issue resolved. Thank you for letting me know and for posting the cause of the issue here as it’ll hopefully help others who might be experiencing a similar problem.
Please let me know if there’s anything else I can help with.