Ecommerce: Shipping FAQs

FAQs

Does the store coordinate shipping for me?

No, the store does not coordinate any shipping, it simply allows you to integrate various shipping methods. You still have to physically package and send products by whichever method you choose.

Can I offer in store pickup?

Yes. To set this up

  1. Open your store and click “Shipping & Pickup.” Select “Add Pickup”
  2. Enter the following details:
    1. Instructions
    2. Charge
    3. Pickup date and time (set this to your available business hours)
  3. Click “Add Pickup Option.”

Can I create multiple shipping methods?  (e.g., 1 free pickup option, 1 inexpensive delivery option, 1 more expensive delivery option)

Yes, you can create multiple methods if you have different options. To set this up:

First create two destination zones: one for pickup and one for delivery.

Then click “Shipping & Pickup” and add two different shipping methods

  1. First zone/local pick up: select the local pickup zone and under the calculation type, select Flat rate ($0)
  2. Second zone/shipping: under how you calculate shipping select “Custom table”
    1. Table based on “Weight”
    2. Rate based on “Range only”
    3. Set shipping rates: 2 rows
      1. Weight Range: 0 – 2 per order: set the appropriate price
      2. Weight Range: 2.01 – max weight: set the appropriate price
    4. Ensure you enter the correct weight for each product

Can I change the payment method available based on shipping and delivery option?

Yes, you can set this up under the “Payment” section.

If a customer selects multiple shipping methods for their order what will happen?

When two methods are selected, the store will check if this can be sent using one, but if the shipping option doesn’t match all products then the store will suggest a split into two parts to ensure its fulfilled.

How can I charge incrementally more based on weight?

Open your store and click “Shipping & Pickup.” Select “New shipping method” and add the following settings:

  1. How you calculate shipping select “Custom table”
  2. Table based on “Weight”
  3. Rate based on “Range only”
  4. Set shipping rates: 3 rows
    1. Weight Range: 0 – 250 per order: set the appropriate price
    2. Weight Range: 250.01 – 500: set the appropriate price
    3. Weight Range: 500.01 – 700: set the appropriate price

I set up shipping freight for my products but now need to enable this to “Use global settings” for all products – how do I do this?

You can use the import/export feature to update shipping freight for all products at once. Read more.

Can I add free shipping for orders over a certain cost? (e.g. over $50)

Yes, use the “Custom Table” shipping option. Open your store and click “Shipping & Pickup.” Select “New shipping method” and add the following settings:

  1. How you calculate shipping select “Custom table”
  2. Table based on “Subtotal”
  3. Rate based on “Range only”
  4. Set shipping rates: 2 rows
    1. Subtotal Range: 0 – $49.99 per order: set the appropriate price
    2. Subtotal Range: 50 – and up per order: set the appropriate price

This will allow you to charge a certain price for orders under $50 and offer free shipping on orders over $50.

Can I restrict where I offer shipping?

Yes, if you only offer shipping in a specific location/country/region, you can restrict shipping anywhere else.

  1. Define the destination zone for the area you do ship
  2. Configure the shipping method and rates for this specific zone

For more information, read our delivery zones doc.

Once you’ve entered the relevant information only customers who select the area you ship to will be able to proceed to the checkout. Otherwise, customers will see a message saying “Sorry, we do not ship to this location” and they won’t be able to place the order.

Can I edit the order of the delivery methods so customers see a certain one first?

Yes, simply open your store and click “Shipping & Pickup.” Then select “Sort” and alter the order as desired.

Can I assign tracking numbers to orders?

Yes, to assign a tracking number:

  1. Open your store and click “My Sales” and select “Orders”
  2. Locate the relevant order
  3. Select “Update Order”
  4. Click “Mark as Shipped”

This will assign a tracking number to that specific order.

Can I buy/print shipping labels through the store?

No, this isn’t an option.

Troubleshooting

My shipping method is set up but when customers checkout they aren’t asked for a shipping address and no rates are shown

This is likely because you haven’t marked products as requiring shipping so the store believes they are intangible/digital.

To fix this, visit the “Catalog,” select “Products” and check “This product requires shipping” for all relevant products.

You can also apply this change to multiple products at once by doing a bulk update with the import option.

Customer is seeing “Sorry, we do not ship to this location” when checking out

This error indicates that the shipping address entered is not included in the list of zones where you ship. The solution depends on which shipping method you use:

User-defined shipping: Ensure you have your zones set up appropriately.

Carrier-calculated shipping (e.g. UPS): The zone will be defined by the carrier and the rates displayed will be pulled from carrier site. To troubleshoot:

  1. Check shipping zones.
  2. Check the carrier account credentials; click “Settings,” select “Shipping” then “Carrier-Calculated” and “Account Details.” Contact the specific carrier support for information on credentials.
  3. Test your shipping method; under “Account Details” click “Test method.” If you receive an error its likely due to incorrect carrier credentials.
  4. Check the mode; under “Account Details” and ensure that the mode used for your merchant account is set to “Use negotiated rates” and “Use test server.”
  5. Confirm the carrier ships to desired destination zones. E.g. if you need to ship between the US and Canada, you can’t use UPS Ground Shipping, as this won’t ship.

The shipping carrier I need is not listed

You can manually configure a method to replicate the rates of an unlisted carrier. Select “Settings,” then “Shipping.”

The shipping cost is not displayed when using PayPal Express Checkout

The shipping cost won’t be displayed until the shipping address is entered. PayPal Express Checkout adds checkout steps to the process, so the rates aren’t displayed until later in the process. Once the customer has entered their address and returns to the shop to confirm the order and place the order, the store will display rates.

UK Destination Zones

As there is no standardized list of counties used by the UK, these zones can cause issues. Read our Delivery Zones doc for more information.