One shipping method is missing at checkout
What you see
Checkout shows some of your shipping methods, but one you expected is missing. For example, "UPS Ground" shows but "2nd Day Air" doesn't, or free shipping doesn't appear on a cart that should qualify.
Before you begin
Start with the Shipping Estimator: quote the exact cart and address. Whether the method shows there tells you where to look.
Most likely causes
1. The method's rule conditions don't pass for this cart
Every method is a rule with conditions: destination countries, states and ZIP codes, order value, weight or points limits, PO box blocking, customer tags and so on. If any condition fails, the method is left out.
How to confirm: quote the cart in the Shipping Estimator with the same ZIP code, address type and products. If the method is missing there too, open its rule in Shipping Rules and check each condition against the cart.
How to fix: adjust the condition, or accept that the method doesn't apply to this cart. See How shipping rules work.
On Turbify, the message "One or more items in your cart are restricted not to use the shipping method that you chose" doesn't prove a product restriction. It often just means no rule for that method passed. See "Restricted not to use the shipping method" — what it really means.
2. Another method's rule hides it
Matrix rules let one method compare itself with others, for example "show only the cheapest" or "hide this method when that one is cheaper". A method can disappear because of a rule on a different method.
How to confirm: look through your other rules for matrix comparisons that mention the missing method.
How to fix: see Matrix rules.
3. The carrier returned an error for it
How to confirm: in the Shipping Estimator, scroll below the results. "The following are the shipping methods that resulted with errors:" lists the method with the carrier's message, such as "UPS Error - …".
How to fix: see Carrier error messages. Common fixes are reconnecting the carrier in Settings → Carriers or correcting a product's size or weight.
4. A product in the cart blocks this method
How to confirm: remove products from the estimator cart one at a time. If the method returns when one product is gone, that product blocks it.
How to fix: check the product's settings in Products. See Stop a product shipping by some methods or to some places.
5. It shows in the estimator but not at checkout
If the estimator shows the method but checkout doesn't, the most common reasons are:
- The carrier was too slow. Checkout only waits a few seconds; the estimator waits for every method. The time next to each method in the estimator shows how long it took.
- The address type differs. The estimator uses the Address type you pick. Checkout may detect residential or commercial automatically. Try the other address type in the estimator.
- Shopify: check the Your Shopify connection has expired banner.
See Why the estimator and checkout can differ.
6. The carrier connection needs attention
How to confirm: a banner such as Connect your UPS account, UPS needs to be reconnected, Connect FedEx with its new API or TForce Freight needs to be reconnected. Or the Dashboard says a carrier "isn't answering right now".
How to fix: select the banner's button. See Alerts at the top of the admin, explained and The Carrier Status page.
Still stuck?
Contact support at support@advancedshippingmanager.com or 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Send us:
- your store URL and the name of the missing method,
- the cart: each product's SKU or ID and quantity,
- the ZIP code and country, and whether it's a home or business address,
- a screenshot of the Shipping Estimator for that cart and address, including any errors below the results.