Why isn't calculated shipping working on my site?

Payments + Shipping & Fulfilment

Topic summary

Issue: At checkout, customers see “Items cannot be shipped to your address” despite product dimensions, box dimensions, and UPS calculated shipping zones being configured per documentation.

Key checks suggested:

  • Verify locations have “Fulfill online orders from this location” enabled. Products stocked only at locations not enabled for online orders will trigger this error.
  • Confirm there are eligible shipping rates for the regions in your shipping zones. If rate conditions (e.g., weight- or price-based thresholds) don’t match the cart, no shipping method will appear.
  • Ensure carrier-calculated (UPS) rates apply to the products in the cart and the destination region.

Context/definitions:

  • Shipping zones: geographic regions with assigned rates.
  • Eligible rate: a shipping rate whose conditions match the cart’s attributes (e.g., weight, price, destination).

Next steps:

  • Adjust location settings and rate conditions to ensure at least one qualifying rate for the test address.
  • If the error persists after these checks, contact Shopify Support via the provided link.

Status: No confirmation of resolution; appears configuration-related and remains open.

Summarized with AI on February 24. AI used: gpt-5.
1

I have my product dimensions set up, shipping box dimensions set up, and UPS calculated shipping zones set up correctly based on all of the Shopify documentation but I still get the error message of “Items cannot be shipped to your address” when testing.

Any suggestions? Would be much easier if there was a contact from Shopify rather than scouring chat boards trying to find where I possibly could have messed up.

@Shopify_77

2

Hi @whyitnotwork ,

Kindly ensure that your locations have the “Fulfill online orders from this location” option checked. If you try and add a product to your cart that is only featured at locations that do not have online orders enabled, then an error will be returned at checkout.

Also, make sure that you have eligible shipping options for the regions you’ve added to your shipping zones. If there is no eligible rate for the products in the customer’s cart then they will not be able to select a shipping method at checkout. This may happen, for example, if you have shipping rates based on weight, but the customer’s cart is too heavy or light for any of the shipping rates featured.

If once you’ve checked all of this the error still appears, reach out to Shopify support team directly.