Rates use the wrong weight
What you see
Rates are too high or too low, and when you check, ASM is using a different weight than you expect. In the Shipping Estimator, select a method to see each package's weight. See Read Shipping Estimator results.
Before you begin
Remember: weight comes from your store, not from ASM. On the Edit Product page, ASM shows it as Ship weight (read-only, for stores that ship from the US), in your store's weight unit.
Most likely causes
1. The weight is wrong in your store
Confirm: open the product, or the variant, in Shopify, BigCommerce or Turbify and check its shipping weight.
Fix: correct it in your store. On Shopify and BigCommerce, ASM updates the product within moments of your save. On Turbify, publish your store.
2. The weight was empty or 0, so ASM used your default weight
Confirm: every product with no weight rates at the same weight: your Default product weight value in Settings → General ("When empty or 0.00").
Fix: enter real weights in your store. Until then, set the default to something sensible. See Set your origin address and default product weight.
ASM applies the default when a product syncs. If you change the default, products that already synced keep the old one until they sync again, for example when you next edit them in your store.
3. ASM doesn't know the product
Confirm: the estimator shows Product ID "…" is not in our database, or you can't find the product on the Products page.
Fix: ASM rates unknown products at your default weight. See A product is missing in ASM.
4. The product ships in several boxes
Confirm: on the Edit Product page, Number of boxes is 2 or more.
Fix: a multi-box product is rated at the sum of its box weights, not its store weight. Correct the box weights. See Set dimensions, boxes and "ship alone".
5. Free or flat-rate products are left out of the weight
Confirm: the cart has a product with free shipping or a flat rate on the method you're checking, and the package weight is lower than the whole cart.
Fix: this is how it works by default: those products are charged separately, so their weight isn't rated. To count their weight anyway, switch on Count free/flat shipping weights when free/flat shipping is applied in Settings → Shipping. See Free or flat shipping for a product.
6. The carrier rated a different weight
Confirm: the package weight in ASM is right, but the price matches a heavier package.
Fix: carriers charge for size as well as weight (dimensional weight). Check the product's Dimensions. Some packing settings can also add weight to packages. See How ASM calculates a shipping rate.
Still stuck?
Contact support at support@advancedshippingmanager.com or 1-888-546-4932 (Mon–Fri, 9AM–5PM EST). Send us:
- the SKU and the weight set in your store
- the weight ASM used (a screenshot of the estimator's package list)
- the destination ZIP or postal code you tested