Why can't orders be shipped to valid addresses on my website?

Shopify Discussion
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Topic summary

Customers are encountering an error message preventing checkout: “Your order cannot be shipped to the selected address.” This occurs even when addresses previously worked or are within configured shipping zones.

Root Cause Identified:
The issue typically stems from:

  • Missing countries/cities in shipping profiles
  • Invalid or absent shipping rates in specific shipping zones
  • Corrupted shipping zone configurations

Solution That Worked:
One user resolved the problem by completely deleting their United States shipping zone and recreating it from scratch. The store has functioned properly since.

Ongoing Challenges:

  • Multiple users report the same issue persists
  • Shopify’s support chatbot is difficult to navigate for account-specific help
  • Users struggle to create proper support requests without completed order links
  • Some merchants express frustration that Shopify support cannot resolve the issue, despite selling integrated shipping packages

Recommended Actions:

  1. Review shipping profiles and zones for completeness
  2. Try deleting and recreating problematic shipping zones
  3. Contact Shopify Support via Help Center live chat for account-level investigation

The discussion remains active with unresolved cases.

Summarized with AI on November 11. AI used: claude-sonnet-4-5-20250929.
7

Hey, @abbasadel .

Thank you for following up with the additional context.

Based on the two options that you’re seeing, it looks like you may have the wrong support documentation loaded up on the Shopify Help Center so it’s not providing the right options. On that note, I can see how navigating the chatbot can be difficult with the recent changes and I’ve included a few screenshots to help with navigating to our live chat queue.

  1. Enter a brief description of the question or issue, and then click I still need help.

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  1. Login and select a store, or click on one of the additional options if you can’t login or the store has been closed or frozen.

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  1. Select Chat with a Support Advisor.

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I hope this helps with getting connected with our Support Advisors. That being said, I’ve noticed that you’re a new member of our Shopify Community as well. Once you’re able to resolve the issue, I hope to hear more about your business and share some resources!