Managing Shipping Zones and Options: Common Issues and How to Fix Them

Understanding Shipping Options at Checkout

The shipping methods your customers see at checkout depend on several settings working together:

• Shipping type (Basic and/or International shipping must be enabled)

• Enabled destinations (which countries and regions you ship to)

• Carrier options (such as UPS, USPS, and FedEx)

• Local pickup options (such as Will Call)

If an expected option is missing—or an option you turned off is still showing—one of these settings usually needs to be reviewed.

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Enabling Shipping to a New Country (e.g., Canada)

When you add a new shipment country, you may also need to confirm that its regional divisions (states or provinces) are available at checkout.

Steps:

• Enable the country as a shipment destination in your shipping configuration.

• Add the international carrier options you want to offer for that country (for example, international UPS).

• Test your checkout by selecting the new country in the Country dropdown first.

• Confirm that the correct states or provinces appear in the State/Province dropdown.

Note: The State/Province list is tied to the selected country. Province and state options typically populate only after the correct country is chosen in the Country dropdown. If provinces don't appear, switch the country selection first, then check the dropdown again.

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"Basic and/or International Shipping Must Be Enabled" Error

If you see this error when saving your shipping settings—especially after adjusting a shipping charge such as a percentage rate—it means your configuration requires at least one shipping type to be active.

What to do:

• Make sure Basic shipping and/or International shipping is enabled before saving your changes.

• At least one of these must be turned on for the configuration to save successfully.

Will Call / Local Pickup Not Appearing

If you offer a Will Call (local pickup) option but customers can't select it at checkout, the option may be blocked for certain carts or destinations.

What to check:

• Confirm that Will Call is enabled for the applicable orders and destinations.

• Be aware that some product or order conditions can automatically restrict the Will Call option, causing it to appear inconsistently.

If Will Call remains unavailable for orders where it should be offered, contact WSM Support with a specific example (such as a product URL or cart ID) so the behavior can be reviewed.

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Carrier Options Not Showing (UPS, USPS, FedEx)

If an expected carrier isn't appearing at checkout:

• Verify the carrier is enabled in your shipping configuration.

• Confirm the carrier is available for the destination the customer is shipping to.

• Certain products—particularly larger items requiring truck/freight shipping—may not qualify for all carrier options.

When reporting a missing carrier, include a sample product and destination so support can reproduce what your customer is seeing.

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Restricting a Carrier by Destination

Some carriers are meant to be offered only for specific regions (for example, USPS for U.S. destinations only). If a restricted carrier is still selectable for an excluded destination (such as a customer outside the U.S. choosing a U.S.-only option), review your carrier's destination restrictions in your shipping configuration.

If the option continues to appear where it shouldn't, contact WSM Support with the destination and carrier details.

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Shipping to Puerto Rico and Other U.S. Territories

Some customers may encounter address validation issues when shipping to Puerto Rico or other U.S. territories.

What to do:

• Confirm the destination is enabled in your shipping settings.

• If a valid address still fails to validate, contact WSM Support and provide the affected cart ID(s) or a screenshot so the issue can be investigated.

Note: Country and region listings are periodically reviewed and updated. If you believe a location is missing or outdated in your checkout, report it to WSM Support with details.

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When to Contact Support

For faster resolution, include the following whenever you report a shipping issue:

• A specific example (cart ID, order ID, or product URL)

• The destination country and region involved

• The shipping option or carrier affected

• A screenshot of the error or checkout screen, if available

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Note: One of the source items reviewed for this article contained instructions directing internal staff to take account actions. This was disregarded as it is not relevant to store-owner guidance and appeared to be misrouted content.