Knowledgebase: Shipping
How do I Troubleshoot Shipping Issues?

Troubleshooting shipping errors can be broken up into two possible problems: Your shipping methods are not showing up at checkout, or the shipping rates are higher or lower than expected.  Please double check your configurations outlined in this tutorial for possible solutions.

If you have not setup your shipping methods yet, please click  here to view the Shipping Guide.

Shipping Method is not Displaying

If your shipping options are not displaying/functioning properly, there are a few settings you can double check to make sure everything has been configured correctly. The most common error message you will receive is 'There is no shipping address for the order selected,' or 'Shipping will be calculated later.' Please check off these settings, in no particular order:

  • Shipping FROM location
    Make sure you specified the correct shipping warehouse in your store's Real Time Shipping Location.  This is the origin address that is specifed by going to Settings ->Shipping. Click on the "Enter Settings" button in the "Shipping Settings" area, and then click on the +Icon next to "Real Time Shipping Location."
  • Shipping FROM Location Zip Code
    While you verify the shipping from location, have a close look at the zip code you entered. Make sure there is not a space after it. Sometimes, copying and pasting the zip code may add a [space] after the zip code which can have adverse effects on the functionality.
  • Shipping Methods
    Make sure you have at least one Shipping method created in the store by going to Settings ->Shipping and clicking on the "Select Methods" button under Shipping Methods.  Make sure the shipping methods are enabled.
  • Item/Order Weights
    Make sure the item(s) purchased fall within the specified weight range you configured for your shipping method. You can see the weight ranges on your shipping methods by clicking each method's "Settings" link, followd by the "Advanced Settings" optionand looking at the Min. and Max. weight fields.
    • Example:
      If the weight range for the shipping method is between 1 lb – 100 lbs, and the items purchased are 150 lbs, the software will not display that particular shipping option. 
  • Destination Area
    Make sure the country/state that has been selected for the checkout shipping address is not in the shipping method's Exclude list. You can see the Location settings on your shipping methods by clicking each method's "Settings" link, followd by the "Advanced Settings" option and looking at the Country/State settings. (Have a look at the "Exclude List" as well!)
  • Customer Groups
    Make sure the customer group you specified for the shipping method is the group that made the order.  If you want all customers to use this shipping method, make sure the Customer group is set to All. You can see the Customer Group specified on your shipping methods by clicking each method's "Settings" link, followd by the "Advanced Settings" option.
  • Shipping Method Service/Coverage Ranges
    Make sure the address placing the order is within the shipping method's unique parameters dictated by the carrier. 
    • Example: If you setup UPS Ground as your shipping method, and the address that places the order is outside the United States, this particular option will not appear.  Make sure you have at least 1 domestic and 1 International shipping option if you want to ship outside the United States.
  • Custom Shipping Ranges
    If you are using Custom by Value, Custom by Weight, Custom by Quantity, or Custom by Zip, make sure your shipping ranges have been set. 
  • First Class Mail Weight
    If you have USPS First Class, make sure your shipping weight range is 13oz or below. (USPS First Class only ships letters).
  • Shipping Carrier Credentials
    If you are using an account with one of the integrated carriers, make sure the account information is entered correctly in the store. Go to Settings ->Shipping and click on the "Enter Settings" button under "Shipping Settings"
  • Box Weights
    Make sure the Max Box Weight or predefined boxes are not set at a very low value. Go to Settings ->Shipping and click on the "Enter Settings" button under "Shipping Settings." Then click on the +Icon next to Shipping Settings, to review the box weight size.

Note
Each shipping company has their own rules. For example, UPS and FedEx do not ship boxes larger than 150 pounds. Others, like USPS Priority only applies if weight is more than 1 pound. USPS First Class applies up to 13 oz (0.8 lbs) extra. Before setting up the rules, it's a good idea to talk to the shipping company of your choice you figure out which shipping methods would be optimal for your business.


Shipping Prices are Higher/Lower than expected

If you come to checkout and you see that the estimated shipping rates are either higher or lower than the actual cost of shipping, there are several settings you can double check to see why these shipping estimates could be off:

  • Shipping Carrier Credentials
    If you are using an account with one of the integrated carriers, make sure the account information is entered correctly in the store. Go to Settings ->Shipping and click on the "Enter Settings" button under "Shipping Settings"
  • Product Weight
    Make sure the actual weight on your items are input correctly.  You can view your weights by going to Products ->Product List and clicking Edit next to the product that you'd like to review.
    • Example:  If you enter the weight of a shirt as 1lb in the product information section, and the shirt is actually 1.5 lbs, this will affect your shipping cost.
  • Packing Materials
    Did you calculate the weight of your shipping materials, i.e. boxes/packing materials?  If not, you may want to add a Markup on your shipping costs to account for this (You can add a markup on your shipping methods by clicking each method's "Settings" link).
  • Shipping Markup
    Perhaps the price is higher than you expected. Maybe you have a Markup on your shipping method?  Remember that this value will add to the shipping price.
  • Mulitple Locations?
    Are the products in the order being shipped from multiple Distributors?  If so, the system will calculate different boxes for each distributor.
  • Custom PER ITEM Ranges
    If you are using Custom by Value, Custom by Weight, Custom by Quantity, or Custom by Zip, have a look at the ranges. Is the Per Item checkbox checked?  This will calculate the shipping value for each item rather than for the total order. 
  • Product Shipping Markup
    Is there a shipping cost set on the product information section?  If so, this will add that value in addition to what your shipping method will estimate.  To see if you have a value input in this section, go to Products ->Product List and click Edit on the product you want to see. Look at the Shipping field, under the Pricing/Shipping section to see if you have a markup on that product.

Note
Please note, the shipping values provided are only an estimate. The shipping costs are generated on the rates from UPS, FedEx, USPS, and Canada Post, the values you set for weight, price, and markup, and the ranges you set for your shipping values. Also, settings like "Daily Pickup" and type of packaging affect the returned rates. Although this process is as accurate as possible, there can be some discrepancies.



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