When Shopify shipping rates display incorrectly, common causes include: customer locations not included in shipping zones, missing or incorrect product weights, overlapping zone configurations, unmet free shipping conditions, app conflicts, or checkout settings blocking rates. This troubleshooting guide covers 12 fixes with step-by-step solutions. Most issues stem from zone configuration or product data errors and can be resolved by verifying zones include customer locations, products have accurate weights entered, and only one shipping rate source (native or app) is active.

Who This Guide Is For

This troubleshooting guide helps Shopify merchants experiencing:

• Wrong shipping amounts at checkout
• “No shipping rates available” errors
• Free shipping not appearing when it should
• Carrier-calculated rates not loading
• Different rates on mobile vs desktop
• Rates changed after installing an app
• International shipping showing incorrect prices
• Customers complaining about unexpected shipping costs

If you’re seeing incorrect shipping rates and need to fix them quickly, this guide provides systematic solutions for the 12 most common causes.

Quick Diagnostic Checklist

Before diving into detailed fixes, check these common culprits:

☐ Customer’s country included in a shipping zone?

☐ Products have weights entered?

☐ Only ONE shipping rate source active (native OR app, not both)?

☐ Free shipping conditions actually met?

☐ Carrier accounts connected properly?

☐ Recent app installs that might conflict?

If any are unchecked, jump to the corresponding fix below.

Identify Your Issue Type (Decision Tree)

• If no rates show at all → Check Fix #1 (zones) or Fix #7 (checkout settings)
• If rates show but wrong amounts → Check Fix #2 (weights) or Fix #6 (app conflicts)
• If free shipping not working → Check Fix #4 (conditions)
• If rates only wrong sometimes → Check Fix #11 (cache) or Fix #6 (app conflicts)
• If rates wrong after app install → Check Fix #6 (app conflicts) or Fix #12 (third-party apps)
• If international shipping issues → Check Fix #8 (currency) or Fix #1 (zones)

Quick Answers

Why are my Shopify shipping rates showing wrong amounts?
Most commonly: incorrect product weights, missing shipping zones, or overlapping zone configurations. Check products have accurate weights entered and customer locations are included in your zones.

Why is free shipping not working?
Verify cart total meets your threshold, conditions are calculated before/after discounts (as configured), products aren’t excluded, and the free shipping rate is set to “Active.”

Why don’t any shipping rates show at checkout?
Customer’s country may not be in any shipping zone, products lack “This is a physical product” enabled, or checkout settings require shipping address but it’s disabled.

How do I test shipping rates without placing real orders?
Add products to cart, proceed to checkout, use test addresses (don’t complete payment). Test multiple scenarios: different weights, zones, cart values.

Fix #1: Shipping Zones Don’t Include Customer’s Location ⭐

Problem

Customer sees “No shipping rates available” or wrong rates because their location isn’t in any of your configured zones.

Common scenarios:

• You ship to “United States” but customer is in a US territory (Puerto Rico, Guam)
• Customer in a country you ship to, but that country isn’t in your zones
• Postal code not included in zone’s postal code list

Solution

Step 1: Verify Customer’s Location

1. Ask customer for full address including country
2. Note: Some regions have specific requirements (territories, provinces)

Step 2: Check Your Zones

1. Settings → Shipping and delivery
2. Review each zone’s included countries/regions
3. Look for gaps or missing countries

Step 3: Add Missing Locations

1. Click the zone where country should be
2. Click Edit next to countries/regions
3. Search for and select missing country
4. Save changes

Step 4: Handle Edge Cases

For US territories:

If customer in Puerto Rico (PR):

– Add “Puerto Rico” to your US zone

OR

– Create separate “US Territories” zone

For postal code zones:

If using postal code restrictions:

– Verify customer’s postal code is in range

– Example: If zone has “10001-10299” but customer is “10300”, they won’t see rates

– Expand range or add specific postal codes

Verification

1. Add test product to cart
2. Enter customer’s address at checkout
3. Verify rates now appear

Fix #2: Product Weights Missing or Incorrect ⭐

Problem

Weight-based or carrier-calculated rates show wrong amounts because products lack accurate weights.

Symptoms:

• Rates way too low (products have no weight)
• Rates way too high (wrong weight units: kg entered as lbs)
• Carrier rates fail to load

Solution

Step 1: Check Product Weights

1. Products → Select a product
2. Scroll to Shipping section
3. Verify weight is entered
4. Check unit: lbs or kg (must match your settings)

Step 2: Common Weight Issues

Issue A: No weight entered

Shows: [blank] or 0

Fix: Enter actual package weight (product + packaging)

Issue B: Wrong unit

Shows: 2 kg (but you meant 2 lbs)

Fix: Change to correct unit in product settings

OR change store default units in Settings → General

Issue C: Inaccurate weight

Shows: Product weight only (not package weight)

Fix: Add packaging materials weight

– Product: 5 lbs

– Box + padding: 0.5 lbs

– Enter: 5.5 lbs

Step 3: Bulk Update (if many products affected)

1. Export products (CSV)
2. Update weight column
3. Import updated CSV
4. Verify in admin

Step 4: Set Default Weight (optional)

For products without weights:

1. Settings → Shipping and delivery
2. Set default package weight
3. Use as fallback for unweighed items

Verification

1. Add product to cart
2. Check if rates now calculate correctly
3. Compare to expected carrier costs

Fix #3: Shipping Zones Overlap or Conflict

Problem

You have multiple zones containing the same location, causing confusion or wrong rates.

Example:

Zone 1: “North America” (includes US, Canada, Mexico)

Zone 2: “United States” (includes US)

Customer in US sees rates from BOTH zones

→ Duplicate rates or wrong rate selected

Solution

Step 1: Audit Your Zones

1. Settings → Shipping and delivery
2. List all zones and their included countries
3. Identify overlaps

Step 2: Restructure Zones

Option A: Hierarchical structure

Before:

– Zone 1: North America (US, CA, MX)

– Zone 2: United States

After:

– Zone 1: United States (only US)

– Zone 2: Canada (only CA)

– Zone 3: Mexico (only MX)

Option B: Use “Rest of World”

– Zone 1: United States

– Zone 2: Canada

– Zone 3: Europe (list countries)

– Zone 4: Rest of World (don’t specify countries – catches everything else)

Step 3: Consolidate Rates

If you want same rate for multiple countries:

Create one zone: “International”

Include: Canada, UK, Australia, etc.

Add single rate: $25 international shipping

Verification

1. Test with addresses from potentially overlapping zones
2. Verify only ONE appropriate rate shows
3. Check that “Rest of World” catches unlisted countries (if used)

Fix #4: Free Shipping Conditions Not Met

Problem

Free shipping option doesn’t appear even though customer thinks they qualify.

Common confusion:

• Threshold calculated before or after discounts
• Tax included or excluded from threshold
• Weight or product limitations
• Free shipping rate is “Inactive”

Solution

Step 1: Verify Free Shipping Configuration

1. Settings → Shipping and delivery
2. Find your free shipping rate
3. Check status: Must be “Active”
4. Note the condition (e.g., “Orders over $75”)

Step 2: Understand Threshold Calculation

Before/After Discounts:

Cart subtotal: $80

Discount code: -$10

Final total: $70

If threshold is $75:

– “Based on order subtotal”: $80 → Free shipping ✓

– “After discounts”: $70 → No free shipping ✗

Check: Settings → Checkout → “Require minimum purchase for free shipping”

Step 3: Check Product Exclusions

Some products might be excluded:

1. Edit free shipping rate
2. Look for product-based conditions
3. Verify cart items aren’t excluded

Step 4: Verify Weight Limits (if applicable)

Free shipping condition:

“Orders over $75 AND under 10 lbs”

If cart is $80 but 12 lbs:

→ Free shipping doesn’t apply (weight exceeded)

Step 5: Enable Free Shipping Rate

If status shows “Inactive”:

1. Click Edit on the free shipping rate
2. Toggle to “Active”
3. Save

Verification

1. Add products totaling threshold amount
2. Proceed to checkout
3. Verify free shipping option appears
4. Test edge cases (exactly at threshold, just below)

Fix #5: Carrier-Calculated Rates Not Loading

Problem

Real-time carrier rates (USPS, UPS, FedEx) don’t appear or show errors.

Symptoms:

• “Carrier rates unavailable”
• Rates never load (spinning wheel)
• Error message at checkout

Solution

Step 1: Verify Carrier Account Connection

1. Settings → Shipping and delivery
2. Check “Carrier accounts” section
3. Verify accounts are connected and active
4. Look for error messages or warnings

Step 2: Check Shopify Plan Requirements

Carrier-calculated shipping availability:

• Depends on your Shopify plan
• Typically included on Advanced and Plus
• Some plans can add this feature for extra fee
• Verify your plan supports this feature

Step 3: Verify Package Information

Carriers need accurate data:

Required:

☐ Origin address (your warehouse)

☐ Product weights (all items)

☐ Package dimensions (for dimensional weight)

☐ Destination address (customer)

Missing any of these → Rates fail to load

Step 4: Test Carrier Connection

1. Create test order manually in admin
2. Enter test address
3. Check if carrier rates load
4. Review error messages

Step 5: Common Carrier Issues

Issue: Rates too expensive

Problem: Using retail rates (not negotiated)

Solution: Contact carrier for business discounts

OR use custom rates instead

Issue: Some carriers work, others don’t

Problem: Partial account connection

Solution: Reconnect affected carrier accounts

Issue: Rates work sometimes but not always

Problem: Carrier API timeout or downtime

Solution: Add backup custom rates as fallback

Verification

1. Test checkout with multiple addresses
2. Verify rates load within 3-5 seconds
3. Compare rates to carrier websites (should match)

Fix #6: Shipping App Conflicts ⭐

Problem

After installing a shipping app, rates show incorrectly or not at all. Multiple rate sources active simultaneously.

Common scenario:

You have:

– Native Shopify rates configured

– Shipping app installed

– Both trying to provide rates

→ Conflicts, duplicates, or wrong rates display

Solution

Step 1: Identify Active Rate Sources

Check what’s providing rates:

1. Settings → Shipping and delivery (native Shopify)
2. Apps → Review installed shipping apps
3. Note which ones are active

Step 2: Choose ONE Rate Source

Option A: Use Native Shopify Only

Action: Disable shipping app

1. Apps → Locate shipping app
2. Uninstall or disable
3. Verify native rates work

Option B: Use App Only

Action: Disable native rates

1. Settings → Shipping and delivery
2. For each zone, set rates to “Inactive”

OR delete custom rates

3. Keep zones but let app provide rates

Step 3: Check App Settings

If keeping app:

1. Review app’s rate calculation settings
2. Ensure it’s set to “Replace Shopify rates” (not “Add to”)
3. Verify app rates are enabled
4. Check for app-specific zone or product conflicts

Common shipping apps:

• ShipEZ (distance-based, conditional rules)
• Advanced Shipping Rules by Zegsu (complex logic)
• Shipping Rates Calculator Plus (simple tiers)
• Table Rate Shipping by Bolder Apps (custom rate tables)
• Calcurates (multi-carrier rate shopping)

If using one of these, check their documentation for conflict resolution with native Shopify rates.

Step 4: Clear Conflicts

Common conflicts:

Conflict: Native free shipping + App rates

Result: Two different rate options show

Fix: Disable one (choose which to keep)

Conflict: App calculates by distance, native by weight

Result: Both show, confusing customers

Fix: Disable native weight-based rates

Step 5: Test After Changes

1. Clear browser cache
2. Test checkout
3. Verify only expected rates show
4. Check rate log (if app has one) to see what calculated

Verification

1. Test multiple scenarios (different products, addresses)
2. Verify consistent rate display
3. Check no duplicate or conflicting options

Fix #7: Checkout Settings Blocking Options

Problem

Checkout settings inadvertently prevent shipping rates from displaying.

Symptoms:

• “Shipping method” section missing entirely
• Can’t proceed past checkout
• Address fields behave oddly

Solution

Step 1: Check Checkout Customizations

1. Settings → Checkout
2. Review “Customer information” section
3. Check “Shipping address” settings

Common issues:

Issue: “Don’t require a shipping address” enabled

Result: No shipping rates show (Shopify thinks nothing needs shipping)

Fix: Enable “Require a shipping address”

Issue: Custom checkout scripts blocking

Result: Rates don’t load properly

Fix: Temporarily disable scripts to test

Step 2: Verify Account Settings

If using Shopify Plus:

1. Check Scripts Editor
2. Review checkout.liquid customizations
3. Disable temporarily to test

Step 3: Theme Compatibility

Some themes modify checkout:

1. Switch to default theme temporarily
2. Test if rates work
3. If yes → Theme issue, contact theme developer

Verification

1. Test in incognito/private mode
2. Try on different browser
3. Test on mobile device
4. Verify rates appear consistently

Fix #8: Currency Conversion Issues

Problem

International customers see wrong shipping rates due to currency conversion problems.

Symptoms:

• Rates in wrong currency
• Rates not converting at all
• Conversion rate seems off

Solution

Step 1: Verify Multi-Currency Setup

1. Settings → Markets
2. Check enabled currencies
3. Review conversion settings

Step 2: Check Shipping Rate Currency

If you set:

Shipping rate: $10 USD

Customer in UK:

– Should see: £7-8 GBP (converted)

– Might see: $10 (not converted)

– Might see: £10 (wrong conversion)

Step 3: Configure Currency Conversion

For Shopify Payments:

• Currency conversion automatic
• Verify it’s enabled in payment settings

For third-party processors:

• May need app for currency conversion
• Check app settings for shipping rate conversion

Step 4: Zone-Specific Rates (Alternative)

Instead of conversion, set rates per region:

Zone: United States

Rate: $10 USD

Zone: United Kingdom  

Rate: £8 GBP

Zone: Europe

Rate: €9 EUR

This avoids conversion issues but requires more setup.

Verification

1. Test with addresses in different countries
2. Verify rates display in local currency
3. Check conversion rates are reasonable

Fix #9: Product Variants Have Wrong Settings

Problem

Variants have different weights, shipping requirements, or settings causing incorrect rates.

Example:

Product: T-Shirt

Variant: Small (weight: 0.3 lbs) ✓

Variant: Large (weight: [blank]) ✗

→ Large size shows wrong shipping

Solution

Step 1: Check Variant-Specific Settings

1. Products → Select product
2. Click Edit on a variant
3. Scroll to variant-specific fields
4. Check: Weight, “Requires shipping,” dimensions

Step 2: Common Variant Issues

Issue: Missing variant weights

Fix: Enter weight for each variant

– Small: 0.3 lbs

– Medium: 0.4 lbs

– Large: 0.5 lbs

– XL: 0.6 lbs

Issue: “Requires shipping” unchecked

Fix: Enable for physical product variants

Leave disabled only for digital items

Issue: Variants in different locations

If you have multiple warehouses:

– Verify correct fulfillment location per variant

– May affect shipping rates if calculating from different origin

Step 3: Bulk Update Variants

For many variants:

1. Export products (CSV)
2. Update variant weight column
3. Import updated CSV

Verification

1. Add different variants to cart
2. Verify rates change appropriately with weight
3. Test each variant independently

Fix #10: Shipping Profile Not Applied to Products

Problem

Products aren’t assigned to correct shipping profile, causing wrong rates.

Scenario:

You created:

– Profile A: “Standard Items” (weight-based rates)

– Profile B: “Furniture” (flat $100 rate)

Product: Couch

Assigned to: Profile A (wrong!)

Result: Shows $15 weight-based rate instead of $100 flat

Solution

Step 1: Check Product’s Shipping Profile

1. Products → Select product
2. Scroll to Shipping section
3. Look for “Shipping profile” dropdown
4. Verify correct profile selected

Step 2: Reassign Products

Single product:

1. Edit product
2. Change “Shipping profile” to correct one
3. Save

Bulk reassign:

1. Settings → Shipping and delivery
2. Click shipping profile
3. Click Manage products
4. Add or remove products from profile

Step 3: Review Profile Rates

Verify profile has correct rates configured:

1. Open shipping profile
2. Check zones and rates
3. Ensure they match intended pricing

Verification

1. Add product to cart
2. Verify correct profile’s rates appear
3. Test with products from different profiles

Fix #11: Cache or Browser Issues

Problem

Old shipping rates cached, showing outdated prices even after updates.

Symptoms:

• Changed rates but old ones still show
• Rates correct in admin but wrong at checkout
• Different rates on different devices

Solution

Step 1: Clear Store Cache

1. Online Store → Themes
2. Actions → Edit code
3. (Some themes have cache clear option)
4. OR wait 5-10 minutes for automatic refresh

Step 2: Clear Customer Browser Cache

Chrome:

Ctrl+Shift+Delete (Cmd+Shift+Delete on Mac)

→ Clear cached images and files

→ Clear for “All time”

All browsers:

• Test in incognito/private mode
• Bypasses cache entirely

Step 3: Clear Shopify Admin Cache

1. Log out of Shopify admin
2. Clear browser cache
3. Log back in
4. Verify rates in admin

Step 4: Check CDN Cache

If using CDN or caching app:

1. Purge CDN cache
2. Wait 5 minutes
3. Test again

Verification

1. Test in incognito mode (guaranteed fresh)
2. Test on different device
3. Test on mobile network (not same WiFi)
4. Verify rates match admin settings

Fix #12: Third-Party App Modifying Checkout

Problem

Another app (not specifically for shipping) interferes with rate display.

Common culprits:

• Checkout customization apps
• Discount/promotion apps
• Upsell apps
• Custom field apps

Solution

Step 1: Identify Recent App Installs

1. Apps → Review recently added apps
2. Note anything installed around time issues started
3. Check if any modify checkout process

Step 2: Disable Apps One by One

Systematic testing:

1. Note current issue
2. Disable one app
3. Test checkout
4. Issue resolved? → That app caused it
5. Issue persists? → Re-enable, try next app

Step 3: Common App Conflicts

Discount apps:

• May interfere with free shipping thresholds
• Check if discount app has shipping settings

Checkout customization apps:

• Might hide or modify shipping section
• Review app’s checkout customization settings

Subscription apps:

• May have separate shipping logic
• Check subscription shipping settings

Step 4: Work with App Developer

If you need the app:

1. Contact app support
2. Explain shipping rate issue
3. Ask for compatibility fix
4. They may have settings to prevent conflict

Verification

1. With problematic app disabled, verify rates work
2. Re-enable and see if you can adjust settings to prevent conflict
3. Consider alternative apps if conflict unsolvable

Advanced Troubleshooting: Developer Tools

If standard fixes don’t work, use browser developer tools:

Step 1: Open Developer Console

Chrome/Firefox:

Right-click checkout page → Inspect → Console tab

Step 2: Look for JavaScript Errors

Red errors in console might indicate:

• Script conflicts
• Failed API calls
• Theme errors

Step 3: Check Network Tab

1. Network tab in developer tools
2. Reload checkout page
3. Look for:
   • Failed requests (red)
   • Shipping API calls
   • Long load times

Step 4: Check for Blocked Resources

Browser extensions might block:

• Ad blockers
• Privacy extensions
• Script blockers

Test in incognito with extensions disabled.

When to Contact Shopify Support

Contact support if:

1. Tried all fixes above without success
2. Suspect Shopify platform bug
3. Carrier accounts won’t connect (despite correct credentials)
4. Need account-specific assistance
5. Rates work for you but not customers (account permission issue)

Prepare for support:

• List fixes you’ve tried
• Provide example orders or addresses showing issue
• Screenshots of settings
• Timeline of when issue started

Prevention: Monthly Shipping Audit

Prevent future issues with regular checks:

Monthly checklist:

☐ Test checkout with addresses in each zone

☐ Verify product weights still accurate

☐ Check for new app conflicts

☐ Review carrier costs vs your rates

☐ Test free shipping threshold

☐ Verify carrier accounts connected

☐ Check for abandoned carts at shipping step (indicates issue)

☐ Review customer support tickets mentioning shipping

Quarterly review:

☐ Update rates if carrier costs increased

☐ Audit zones (expanded to new countries?)

☐ Review shipping app performance

☐ Test mobile vs desktop checkout

☐ Verify international currency conversion

Shopify Shipping Rate Troubleshooting FAQs

Q: Why do shipping rates work on desktop but not mobile?
A: Usually indicates caching or theme issues. Clear mobile device cache, test in mobile browser’s private mode, and verify your theme’s mobile checkout isn’t broken. Also check if any apps modify mobile checkout differently than desktop. Test on multiple devices to isolate the issue.

Q: Can I charge different shipping rates to different customers?
A: Shopify’s native calculator doesn’t support customer-based rates. You need an app that allows rules based on customer tags. For example, you could create rules where wholesale customers (tagged “wholesale”) pay different rates than retail customers. Apps like ShipEZ or Advanced Shipping Rules by Zegsu offer this customer segmentation feature.

Q: How do I test shipping rates without placing real orders?
A: Add products to cart, proceed to checkout, and enter test addresses (don’t complete payment). Test multiple scenarios: different weights, zones, cart values. Use addresses you know are in different zones. For carrier-calculated rates, use real addresses to see actual carrier quotes.

Q: Why do my shipping rates change when I use a discount code?
A: Check if your free shipping threshold is set to apply before or after discounts in Settings → Checkout. If set to “after discounts,” applying a code reduces the cart total and might drop it below the free shipping threshold. You can change this setting to calculate before discounts.

Q: Can incorrect shipping rates cause customers to abandon checkout?
A: Yes, shipping rate issues are a major cause of cart abandonment. If rates are too high (showing wrong amount), don’t appear at all (configuration error), or load slowly (carrier API timeout), customers leave. Monitor your checkout analytics for abandonment at the shipping step—this often indicates rate problems.

Q: How do I fix “No shipping rates available” for a specific country?
A: First, verify the country is included in one of your shipping zones (Settings → Shipping and delivery → Check each zone). Second, ensure products have “This is a physical product” enabled and weights entered. Third, check if any apps are blocking rates for that country. Create a zone specifically for that country if needed.

Q: Why are my carrier-calculated rates different from what carriers show on their websites?
A: Carrier-calculated rates in Shopify use your negotiated business rates (if you have a carrier account connected). These differ from retail rates shown on carrier websites. Also check if dimensional weight is being calculated—this can make rates higher than expected based on actual weight alone.

Q: Can I have some products with free shipping and others without?
A: Yes, use shipping profiles. Create a “Free Shipping Items” profile with a $0 rate, and a “Paid Shipping Items” profile with regular rates. Assign products accordingly. At checkout, Shopify combines the profiles—if any item requires paid shipping, that rate applies to the entire order. For more granular control (like per-product shipping rules), use apps like ShipEZ with product-specific rules.

Q: Why do my shipping rates keep changing on their own?
A: This usually indicates: (1) Carrier-calculated rates fluctuating with current carrier pricing, (2) An app updating rates based on changing factors (distance, product prices), (3) Conflicting apps both trying to set rates, or (4) Your rates are based on variables like weight and customers are adding different items. Check your rate source and ensure only one system is actively providing rates.

Q: How long does it take for shipping rate changes to appear at checkout?
A: Native Shopify rate changes are immediate. App-based rate changes typically appear within 1-2 minutes. If changes aren’t showing, the issue is likely caching (customer’s browser, your CDN, or Shopify’s cache). Have customers clear their cache or wait 5-10 minutes. Test in incognito mode to verify changes without cache interference.

Conclusion: Get Your Shipping Rates Fixed

Incorrect shipping rates hurt both you and your customers. Most issues fall into one of the 12 fixes above, with zones, weights, and app conflicts being the most common.

Quick fix order (try these first):

1. Verify zones include customer locations
2. Check product weights are entered
3. Disable conflicting apps temporarily
4. Test in incognito mode (rules out cache)

If still broken:

• Work through remaining fixes systematically
• Use browser developer tools
• Contact Shopify support with details

Prevent future issues:

• Monthly shipping audits
• Test after installing any new app
• Monitor checkout abandonment rates
• Keep product data (weights) accurate

Fix shipping rates now, prevent abandoned carts later.