Checkout Help and FAQ
Why am I not getting free shipping when my cart said I qualified for free shipping?
This can happen when a discount code is entered at checkout. If the discount code brings the order total below the free shipping discount then the order will no longer qualify for free shipping. In order to get free shipping you will need to either add more items to your cart to get above the free shipping threshold or remove the discount code (remember - free shipping is a discount!)
I am having trouble checking out. What can I do?
If you are having trouble checking out please try the following steps:
Clear the cache and cookies on your current web browser, then completely restart the browser.
Ensure the web browser being used is up-to-date with the latest version.
Shopify doesn’t support every browser, but we do have a list of supported browsers available on our Help Center for reference.
Ensure the web browser’s cookie settings are enabled.
Ensure that pop-ups are not being blocked on the web browser.
Try on another web browser.
Try in an incognito/private-browsing window.
- When using incognito/private-browsing, confirm that any browser extensions and add-ons have also been deactivated, as these can change how webpages look and function.
Try another device, like a different computer or mobile phone/tablet.
Try on the Shopify Mobile app; this is usually the best step to try as it also rules out device issues.
Try with another internet connection (for example, switching to a cellular network on a phone, rather than WiFi).
Ensure there are no firewalls or VPNs enabled on the device or network, as these can also interfere.
- If using a VPN, try setting it to another location, or switching it off.
If you are still having problems after taking those steps, please email us at firstname.lastname@example.org or text us at 818-860-0602 with the following information and we can troubleshoot further with Shopify Support -
- Browser and device used
- Payment method used
- Shipping method chosen
If you are having any other issues checking out please contact us!