My customer tried to order two 12 oz bags of coffee from my online Shopify store. She has done this successfully many times before. This time, she got the error message: “The item you added doesn’t ship to your location. Remove it to check out, or contact the store.”
When I tried to replicate it, I was unable to successfully order 2 bags (I got the same error message), but one bag or three bags worked fine. I have one order fulfillment location and all my products ship from that location. Please advise on the cause of this error and how to remedy it. Thanks
Considering you don’t have multiple locations, this sounds like a shipping rate thresholds issue. Are your shipping rates weight or price based?
Since you were able to proceed with one and three items, I think the shipping rate excludes the total weight or the price for two products.
Let’s say your shipping rates are weight-based. Two 12 oz bags of coffee weight 24 oz together. You want to check that there is a shipping rate which includes a total cart weight of 24 oz. The same applies to price based rates.
Feel free to send a screenshot of your shipping rates here so we can look at those together.
We cannot look into account specifics via the Community for privacy and security reasons. But if you need immediate support, I invite you to contact our Contact Us page.
Firstly, enter the topic you’d like to discuss with the Support Advisor. In your case, enter a keyword such as ‘shipping’.
Then scroll down to the bottom of the page, where you should see the ‘Get Support’ button. Click on it and select your preferred channel of communication.
Thanks Iris. I contacted Support and they helped me identify the issue, which was that I had a gap between the flat rate shipping cutoff and the minimum for free shipping. The customer’s order total fell within that gap, therefore, there was no shipping rate available. It was a quick and simple fix, once they helped me understand what the issue was.