FAQ

Nope! You can use Intuitive Shipping indefinitely – for FREE – as long as you’re in Testing Mode. Take as much time as you need to get your setups just right!

To use Intuitive Shipping in a live setting, you will need to activate your account and begin your 14-day FREE trial.

At a minimum, you need at least one (1) Shipping Scenario and one (1) Shipping Method

You will also need to ensure that Carrier Calculated Rates are enabled in your Shopify settings.

The Dashboard is the first thing you see when you finish installing Intuitive Shipping. This is where you’ll find all of your recent shipping calculation activity when you’ve started using the app. It’s also where you’ll find banners with important reminders and notifications about the app.

The Billing Limit is a Shopify requirement for all third-party apps. This is the maximum amount of overage charges you can be billed. It is separate from your regular monthly billing amount. Learn more about your Billing Limit here or below, in the Billing section of this FAQ page.

Intuitive Shipping is an advanced shipping calculator that helps you control how shipping rates are calculated at checkout. Fulfillment support and shipping labels are available directly through Shopify or through a fulfillment app.

Shopify’s Shipping Profiles provide merchants with more flexibility and customization when calculating shipping rates. Intuitive Shipping can do everything that Profiles were intended to do, and much more! We strongly recommend that you use only one (1) Shipping Profile with Intuitive Shipping. Learn more about how Intuitive Shipping works with Shipping Profiles here.

Shopify’s Locations feature lets merchants set up multiple shipping origin locations to make it easier to manage inventory and local deliveries. While there are a few exceptions, we generally advise against using Locations with Intuitive Shipping as it may result in calculation errors such as duplicated or missing rates.

With Intuitive Shipping, you can create Live Rate Shipping Methods with custom shipping origin locations.

Intuitive Shipping pulls product information from your Shopify Product settings. When you first install Intuitive Shipping, be sure to sync your products with Intuitive Shipping. While you’re in Testing Mode, be sure to re-sync your products with Intuitive Shipping each time you add or make changes to products. Once you’ve activated your account, product syncing will be done automatically.

You will need to add product dimensions into Intuitive Shipping if you are using Live Rates. Click here to learn how to add dimensions to a single product, and here to add dimensions to multiple products.

We currently support these carriers:

Australia Post eParcel
Australia Post Parcel
Canada Post
Canpar
DHL eCommerce
DHL Express
Easyship
eShipper
FedEx
FedEx Freight LTL
United States Postal Service (USPS)
UPS

Yes! As a verified app on the Shopify app store, Intuitive Shipping is in full compliance with the European Union’s General Data Protection Regulation (GDPR) law. To learn how, click here.

Absolutely! You can use Intuitive Shipping in Testing Mode indefinitely, for free. Once everything is set up and working the way you want it to, simply activate your account to begin your 14-Day FREE Trial.

Nope! You can use Testing Mode for as long as you like. Your 14-Day FREE Trial will begin after you activate your account.

You can easily test all of your Intuitive Shipping Scenarios without making them visible by using the customer name ‘Intuitive Shipping’ at checkout. Learn more about testing here.

Be sure you have the Carrier-Calculated Rates feature enabled on your Shopify plan. To learn more about Carrier-Calculated Rates, go here.

If you’re testing a new setup on your checkout page and you can’t see the updated rates, you may need to clear the Shopify cache. Learn how to clear your Shopify cache here.

Carrier-Calculated Rates are a Shopify requirement for all third-party calculation apps, including Intuitive Shipping. If Carrier-Calculate Rates are not enabled, you’ll see a warning banner on the Intuitive Shipping Dashboard. To learn more, click here.

Intuitive Shipping can’t override your Shopify Shipping Settings, which means two things:

When you test your shipping setup, your Shopify Shipping Rates will still appear during test checkouts.

When going live with Intuitive Shipping, you’ll need to delete your Shopify Shipping Rates so they don’t appear at checkout.

To learn how to remove your Shopify Shipping Rates, click here.

No! As long as your Intuitive Shipping shipping rates are appearing as intended at checkout, you can continue testing.

After you follow these steps and remove your Shopify Shipping Rates, only your Intuitive Shipping shipping rates will be available to your customers at checkout.

If rates are not calculating or displaying, it could be due to one of the following reasons:

Carrier-Calculated Rates are not enabled. A red banner will display on the Intuitive Shipping dashboard if third-party carrier-calculated rates are not enabled.

Visibility is turned off. This can be General visibility of the entire app (in the app Settings screen) or visibility of individual Shipping Scenarios (in the Edit Shipping Scenario screen).

Intuitive Shipping is not a Carrier Service. In order for rates to be calculated, Intuitive Shipping must be added as a Carrier Service to your General Profile.

Future Services is not enabled. When adding Intuitive Shipping as a Carrier Service, the Future Services box must be checked.

An error has occurred. Check the Warnings & Errors log in Settings for any calculation errors.

Learn more about troubleshooting these issues here. If you still cannot get rates to appear, please contact us for help.

Although Intuitive Shipping is not part of the fulfillment process, it does send the packing information (box dimensions and weight) to the customer Order in Shopify. To view this information, click on the Order, then check the Notes section in the top right of the screen.
Please note: this information will only be displayed in an Order if the customer has completed the purchase.

Most quick pay services will work with Intuitive Shipping, including PayPal and Apple Pay.

Unfortunately, Google Pay does not work with Intuitive Shipping.

Quick pay services, as well as subscription services, exclude customer information. If you are using any Conditions with customer tags – e.g. for Wholesale or Member customers – those Conditions will not be applied.

Quick pay services may also exclude other information such as custom Shipping Method descriptions.

In your Shopify settings, each product listing has a checkbox that states, ‘This is a physical product’. If this box is unchecked, Shopify assumes that the product has no physical properties and does not require shipping – e.g. a digital gift card. Shopify won’t pass the product information to Intuitive Shipping, and no shipping rates will be calculated when someone attempts to purchase that product.

We recommend reviewing the product settings for each product in the cart that causes the checkout action to go directly to the payment screen, to ensure the ‘physical product’ box is checked.

Splitting a shipment into different shipping methods or shipping to more than one location is outside the scope of Intuitive Shipping’s functionality and is not supported by Shopify.

If you are shipping from two separate locations – i.e. from two vendor locations, you can create a multi-vendor setup. Learn how here.

Yep! Not only can you create a basic Free Shipping Scenario, you can even customize exactly how your customers qualify by adding Conditions that offer or exclude free shipping based on certain criteria. Learn how to use Intuitive Shipping to create a free shipping Scenario here.

Intuitive Shipping does not handle any tax calculations. For more information about how taxes are handled within Shopify, click here.

Promotion and discount codes can be managed directly through Shopify. Discounts managed through your Shopify settings are applied after shipping is calculated and are independent of Intuitive Shipping.

Alternatively, you can manually apply a discount on a product or products, or you can apply a mark-down on the final shipping cost.

If you sell products that always require special shipping rates, such as promo items, you can assign those rates directly to the product. To learn more, click here.

Yes! We want you and your customers to have a great experience. Flash Sales can impact the app’s performance, so if we know about your sale in advance, it will help us prepare for any increased activity. Learn more about preparing for Flash Sales here.

Intuitive Shipping does not touch any Shopify code. Changing your Shopify theme does not impact your Intuitive Shipping settings or setups.

Yes! To learn how to integrate Printful with Intuitive Shipping, go here.

When General Visibility is set to On (green), Intuitive Shipping calculations are visible to your customers. Click the Settings menu button to check your General Visibility setting. This setting is only visible after you have activated your 14-day FREE trial.

Please note: in addition to General Visibility, each individual Shipping Scenario has its own Visibility setting which can be toggled On or Off. Learn more about Shipping Scenario visibility here.

Yes! During setup, you can set your preferred dimension and weight units – e.g. cm’s and kg’s. You can change these at any time in the Units section of the Settings tab.

Please note: changing the unit type does not automatically convert any dimensional values already entered into Intuitive Shipping. For example, if you have a Scenario with a weight-based Condition of 100 lbs, and you change your weight unit to kilograms, the Condition will now be based on 100 kgs.

To keep the same weight-based condition, you must manually change the Condition value to the kilogram equivalent of 100 lbs

Rates calculated by Intuitive Shipping are based on the currency in your Shopify settings and cannot be changed within the app. To update currency, go to your Shopify settings. Be sure to resync your Shopify settings in Intutive Shipping after making any changes.

Please note: changing the currency type does not automatically convert any currency values already entered into Intuitive Shipping. For example, if you have a Scenario with a Cart Condition based on $75 Canadian Dollars, and you change your Shopify currency to US Dollars, the Condition will now be based on $75 USD.

To keep the same price-based condition, you must manually change the Condition value to the USD equivalent of $75 CAD.

If you recently made changes to your Shopify store settings, be sure to sync your changes with Intuitive Shipping. Learn how to sync your updated settings here.

Your Primary Email address is automatically imported from your Shopify account and cannot be changed within Intuitive Shipping. To change your Primary Email address, you will need to update it in your Shopify account settings. Be sure to re-sycn your Shopify settings with Intuitive Shipping after making any changes.

Intuitive Shipping syncs with the default currency in your Shopify settings. If you recently changed your currency setting in Shopify, be sure to sync your Shop settings with Intuitive Shipping.

Re-syncing your currency does not automatically convert any existing costs. Be sure to update any costs already in Intuitive Shipping to reflect your new currency setting. For example, if you have a free shipping threshold based on $75 Canadian Dollars and you change your default currency to US Dollars, you will need to update your threshold value to the USD equivalent of $75 CAD.

Shipping Zones are set up in your Shopify Shipping and delivery settings. If you add or remove a Shipping Zone, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

Fulfillment services are determined by your Shopify settings. If you make changes to your fulfillment services, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

When you install Intuitive Shipping, be sure to sync your products with Intuitive Shipping. If you add or make changes to products while you’re in Testing mode, you’ll need to resync your product catalog with Intuitive Shipping. Learn how to sync your settings here.

After you activate your account, changes to your Shopify product settings will automatically sync with Intuitive Shipping.

If you add or remove Collections from your Shopify store, be sure to sync your new settings with Intuitive Shipping. Learn how to sync your settings here.

Distance-based rate calculations use Google Maps Directions and Geocoding API. If any of your Shipping Scenarios are distance-based, a banner on the Dashboard will prompt you to add your Google API credentials to Intuitive Shipping. Learn more about Google API credentials here.

You only need Google API credentials if you are calculating distance-based rates.

If you are a Shopify Plus merchant and you anticipate a higher than usual amount of orders – e.g. more than 10 orders per minute – we recommend creating a Private App and adding credentials to Intuitive Shipping to ensure you don’t exceed your Shopify API request limit. Learn more about Private App Credentials here.

You’ll need at least one (1) Shipping Scenario to use Intuitive Shipping. The number of additional Shipping Scenarios you’ll need depends entirely on your shipping requirements.

Click here to check out some examples that can help you determine how many Scenarios you’ll need for your store.

Nope! You can create as many Shipping Scenarios as you need. Learn how to add more Shipping Scenarios here.

Fewer Scenarios will allow you to keep your shipping as manageable as possible.

Yes! If you want to add a Shipping Scenario that is similar to an existing one, you can simply duplicate it, rename the duplicate, then make any adjustments needed. Learn how here.

No. When you create a duplicate of a Shipping Scenario, it copies all of the settings, but it does not link them. Once you have created a duplicate of an existing Shipping Scenario, the settings for the duplicate are completely separate from the original.

Customers can only see rates from your Shipping Scenarios when you have Visibility turned On.

When visibility is turned Off, you can bypass the visibility setting by making the customer first name ‘Intuitive‘ and last name ‘Shipping‘ in the shipping info during checkout.

Nope. Shipping Scenario titles are only visible internally.
We recommend using Shipping Scenario titles that help keep you organized within Intuitive Shipping.

We strongly recommend having only one (1) Shipping Profile when using Intuitive Shipping. Learn why here.

Intuitive Shipping syncs Shipping Zones from your Shopify settings. When you make a change to your Shopify Shipping Zone, you will need to manually re-sync your changes with Intuitive Shipping through Settings.

Shipping Zones are set up in your Shopify Shipping and delivery settings. If you make changes to your Shipping Zones, you will need to manually re-sync your changes by going to Settings in the Intuitive Shipping app.

At a minimum, you need one (1) Shipping Scenario and one (1) Shipping Method to use Intuitive Shipping. You can add as many Shipping Methods as you need to each zone in each Shipping Scenario.

Absolutely! Intuitive Shipping supports unlimited shipping origin addresses. Learn how to create a multi-vendor setup here.

Splitting a shipment into separate destinations is outside the scope of Intuitive Shipping’s functionality.

If a customer orders products that trigger multiple Shipping Scenarios, a Combined Shipping Method will ensure that the shipping charges for each Scenario are blended together for a single shipping option at checkout. Without a Combined Shipping Method, each Scenario’s shipping charge will show up separately, allowing the customer to choose the cheapest one.

Let’s say you sell products from multiple vendors. Vendor ‘A’ charges $10 for shipping and Vendor ‘B’ charges $5 for shipping.

With a Combined Shipping Method set to SUM the values, a customer ordering items from Vendor A and Vendor B would be charged $15 at checkout.

Without a Combined Shipping Method, a customer ordering items from Vendor A and Vendor B would be able to choose between a $5 or $10 shipping option at checkout.

Intuitive Shipping is a powerful and dynamic shipping calculation app. Fulfillment support and shipping labels are available directly through Shopify or through a fulfillment app.

Yes! You can set the maximum or minimum amount a customer pays for shipping for each Shipping Method. Learn how here.

Yep! Each Shipping Method includes a ‘Copy’ button which can create an exact duplicate of the original. This is useful if you want to add the exact Shipping Method to another Shipping Zone, or when you want to create a similar Shipping Method with minor differences, such as ‘Signature Required’ and ‘No Signature Required’.

If the Shipping Methods are not being blended in a Combined Shipping Method, only one will appear at checkout. The duplicate will be cancelled out.

If the Shipping methods are being blended in a Combined Shipping Method, they will be combined together. For example, if Method X is $10, Method Y is $15 and (identical copy of) Method Y is $15, the customer will be shown a combined rate of $40 (10 +15 +15) instead of $25 dollars.

If two Shipping Methods in the same Shipping Zone have the same title – e.g. ‘FedEx Ground’ – but their costs are different – e.g. one has an additional $5 markup – only the cheaper of the two will appear at checkout.

If two Shipping Methods in the same Shipping Zone have the same title and the same cost – but other settings are different – only the original – i.e. the first in the sequence – will appear at checkout

Intuitive Shipping does not store rates. Once you edit the rate in a Custom Shipping Method and save your changes, it is permanently overwritten.

If you anticipate the need to restore old rates, you may want to consider duplicating your Shipping Scenario before you change the rate. Once duplicated, adjust the flat rate(s) in the new Shipping Scenario’s shipping methods. Then, go back to the original Shipping Scenario and turn off Visibility. If at any point you want to restore your old rates, simply turn off Visibility for the new Scenario and turn on Visibility for the old Scenario.

Yes. Carrier Calculated Shipping Rates are a Shopify requirement to use all third-party shipping calculation apps.

Shopify requires that Carrier-Calculated Shipping Rates be enabled on your Shopify plan to allow third-party calculators access to the checkout page. By Shopify’s definition, Intuitive Shipping is a third-party calculator. Even if you’re not using Live Rates, you’ll still need this feature for Intuitive Shipping to function.

If you are on the Advanced Shopify plan or higher, this feature is already included in your Shopify plan. If you are on the Basic or Shopify plans, you will need to contact Shopify via email, live chat, or phone to get the feature added to your plan. Learn more about Carrier-Calculated Rates here.

The Carrier-Calculated Shipping Rates feature is $20/month if you are on the Basic Shopify or Shopify plan. If you switch to annual billing, this feature can be added at no additional charge, and you’ll save 10% on your Shopify subscription. If you’re on annual billing, you’ll still need to contact Shopify to active Carrier-Calculated Rates – it is not enabled automatically.

Note: If you are on the Advanced Shopify plan or higher, this feature is already included in your Shopify plan.

We currently have integrations with these carriers:

Australia Post eParcel
Australia Post Parcel
Canada Post
Canpar
DHL eCommerce
DHL Express
Easyship
eShipper
FedEx
FedEx Freight LTL
United States Postal Service (USPS)
UPS

At this time we offer integration with FedEx Freight LTL. Other freight carrier integrations may be added in the future.

If your LTL (Less Than Load or ‘Less Than Truckload’) rates are not being displayed, it may be because the Billing and Origin addresses are different or because the carrier account information is missing.

LTL Freight carriers require the Billing and Origin addresses to be the same. In addition, you must include your account credentials, as LTL carriers do not provide retail rates when the account credential fields are left blank.

FedEx Smart Post is not currently supported by Intuitive Shipping. This option may be added in the future.

If you enable FedEx One Rate in your FedEx Live Rate Shipping Method, you will need to set up One Rate boxes. FedEx does not permit custom boxes with their One Rate service.

At this time we are not integrated with Stamps.com.

When you select your preferred carrier in the Shipping Method, carrier settings will be accessible below the Packages section. Learn more about entering carrier account credentials here

We offer a few different packing method options:

Simplified Packing System
A value will be used to determine the combination of Packages that will be sent to the carrier API for the shipping cost calculation.

If the products you sell are generally the same size, you can typically use this method. Simplified Packaging allows you to set up tiered package sizes based on the number of items in the cart or how much the cart weighs. This lets you set up your packages without having to assign dimensions to all of your products.

Smart Boxing™
To use this method, all products must have dimensions assigned to them. Using our advanced boxing algorithm, Intuitive Shipping will determine the total number of packages required to ship the order. These packages will be sent to the carrier API for the shipping cost calculation.

If your products vary in size, we recommend using this method. Smart Boxing™ will determine the most efficient packaging based on the dimensions of each product.

Package Separately
You can give dimensions to a product and enable the setting “Package Separately”.  When enabled, this product will package separately and not be packed using either Simplified Packing or Smart Boxing™.  

The dimensions assigned to the product will be used as the package dimensions.  These products will be added as individual packages to the total number of packages sent to the carrier API.

Because Intuitive Shipping cannot work with dynamic data, it is not possible to set up conditions or rules based on stock levels or availability.

Dimensional weight will automatically be calculated by Intuitive Shipping when you enter actual dimensions and weight.

Manually entering dimensional weight is not recommended, as it could result in over-size fees or delivery restrictions.

If Live Rates are not appearing at checkout, it may be because Carrier-Calculated Rates are not enabled.

Carrier-Calculated Rates are a Shopify requirement for all third-party calculation apps, including Intuitive Shipping. When Carrier-Calculate Rates are not enabled, we’ll display a warning banner on the Intuitive Shipping Dashboard.

If Carrier-Calculated Rates are enabled and Live Rates are still not appearing, be sure to verify that your carrier account credentials and all product dimensions are entered correctly. Also, check that your Shipping Scenario visibility is set to ‘On’.

To learn more about enabling Live Rates, click here.

To set up Smart Boxing™, create a Live Rate Shipping Method that splits packages based on Smart Boxing. Then, make sure all of your package dimensions and weights are entered and verified. That’s it! Smart Boxing is ready to go.

In order to ship by USPS (United States Parcel Service) First Class Mail, the weight must not exceed 13 oz (0.81 lbs). If your Shipping Method condition is based on the total weight being less than 1 lb, but the weight still exceeds the 13 oz limit, no rate will be returned.

USPS discourages the use of ‘packages’ with First Class Mail. If your shipment meets the weight requirement and still results in an error, it may be due to the volume of the package. Alternatively, USPS First-Class Package Service allows weights up to 15.99 oz.

When you first install Intuitive Shipping, be sure to sync your product catalog. If you add or make changes to products in Shopify while you’re in Testing Mode, you will need to re-sync your product catalog with Intuitive Shipping.

Once you have activated your account, product changes will automatically be synced with Intuitive Shipping.

In order to use Live Rates, all of your products will need to be assigned a weight, either in your Shopify settings or within the Intuitive Shipping app. If you enter weight in both systems, the weight value in Intuitive Shipping will supersede the value in Shopify (if they are different)

For quantity-based or weight-based packing, only weight is required. When using Smart Boxing™ or volume-based packing, you will need to input product dimensions.

Intuitive Shipping lets you save time by importing dimensions for multiple products. The CSV file used to upload your dimensions uses a specific format. Making changes to the formatting – e.g. adding, removing or altering the column headings – will result in an error message during importing.

Conditions are rules that allow you to customize each Shipping Scenario. This powerful feature lets you tailor your shipping costs in a number of different ways. 

You can choose the availability of the Shipping Scenario based on the conditions settings:

Any Condition Below Must Be Satisfied
Any condition in the list must return true. This option is ideal for situations where one or more conditions must be met before the shipping scenario is available.

All Conditions Below Must Be Satisfied
All conditions in the list must return true. This option is ideal for situations where all conditions must be met before the shipping scenario is available.

None of the Conditions Below Must Be Satisfied
All conditions in the list must return false. This option is ideal for situations where you don’t want any of the condition settings to be met. If any of the conditions return true, the shipping scenario will return false.

Not at all! Conditions aren’t required if you don’t have any rules or restrictions for your shipping.

You can create unlimited Conditions for each of your Shipping Scenarios.

Condition Groups allow you to create a predefined set of common conditions that can easily be applied to any Shipping Scenario. For example, you can create a postal code Subzone using a Condition Group that includes ranges of Postal Codes or ZIP Codes.

Absolutely! You can set up Product Conditions a number of different ways, including by SKU, Product Name, Type, Collection and Tag.

If you’re using a tag as a product condition, the tag must already be assigned to products in your Shopify Product Information Page. Intuitive Shipping looks for the product tag in your Shopify settings, it does not assign tags.

For example, if you add the product condition:

Tag > Equals > fragile

your ‘fragile’ items must already be tagged in your Shopify Product settings for this condition to be applied at checkout.

Product tags can be assigned to your products through the Product Information Page in your Shopify settings. When assigned, you can apply a Product Condition based on product tags.

Shipping tags can be assigned to Shipping Methods set up in Intuitive Shipping and are only required when creating Combined Shipping Methods.

To enable Smart Boxing™, create a Live Rate Shipping Method with Packages split based on the Smart Boxing Algorithm. Be sure that all of your package dimensions are entered and verified. That’s it! Smart Boxing™ is ready to go.

Yes, in order to use our Smart Boxing™ system, your products must have dimensions assigned to them.

Yes, in order to take advantage of our Smart Boxing™ system, you must input your fulfillment box sizes into Intuitive Shipping.

At its core, Intuitive Shipping is a (super advanced) calculator. As with any calculator, you must provide the information you require to be calculated. Smart Boxing™ uses product and packaging dimensions to determine the most efficient packing method possible. If either the dimensions of the products or the fulfillment box sizes aren’t provided, Intuitive Shipping is unable to perform a calculation.

Yes. In order to take advantage of our Smart Boxing™ system, you must enter product dimensions into Intuitive Shipping.

You can bulk edit your product dimensions by following the instructions here.

You can use the Smart Boxing™ system to calculate shipping for the suppliers who do provide dimensions for their products. To achieve this, create two separate shipping scenarios. One shipping scenario for vendors who can use Smart Boxing™ and another for vendors who cannot.

When entering your package sizes, enter the inner wall dimensions of the boxes you ship your products in.

We absolutely can! When you feel like your setup is complete, submit a support ticket here or from within the Intuitive Shipping app.

To send your request from within the app, click Support on the main menu. In the Email Support section, enter your store name, Shopify domain, and the setup you’d like us to review in the Enquiry box, then click the Send button. We’ll send you an Access Request for the Applications and Settings for your store. The request will come from support@intuitiveshipping.com and will go to the primary email address for your Shopify account.

After you approve the Access Request, we’ll review your setup and either make minor adjustments ourselves or we’ll send you an overview of the changes that need to be made. Depending on the complexity of your setup, we may need to schedule a one-on-one appointment to provide more details.

Sure! Intuitive Shipping offers a White Glove Setup service. Learn more about it here.

We do! You’ll find a Live Chat icon at the bottom right of every page in the app. Simply click on it to open a chatbox.

Our team is available for Live Chat from 9:00 AM to 4:00 PM EST, Monday to Friday (excluding Canadian statutory holidays). Learn more about Live Chat here.

If you experience an issue with Intuitive Shipping that is urgent, please email us and put ‘URGENT’ in the subject line.

Yes! To submit a ticket, click Support on the main menu. You can also submit a support ticket from the Help Center here.

Absolutely! To return to the Help Center, click on the Help button in the app menu, then select Help Center from the drop-down list.

We typically respond to Support Tickets within 1 business day. Email support during weekends and Canadian statutory holidays is limited.

Live Chat responses are usually provided within 15-30 minutes during normal Live Chat hours. If you contact us via Chat during off-hours, we’ll get back to you by email or when Live Chat resumes.

If you need to speak with a member of our team, you can request a web conference. To arrange a conference appointment, please contact us for more information.

If you have an Urgent, business-critical issue with Intuitive Shipping, please email us and put ‘URGENT’ in the subject line. Someone will get back to you as soon as possible.

We pay for top-tier server infrastructure that scales with your Shopify store. Simply put, every shipping calculation costs us money.

Absolutely! All merchants, regardless of order volume, have access to email, live chat, and phone support.

Nope! Only completed orders count towards your plan.

Only completed orders from your online store count towards your plan.

Only if you choose to upgrade to the next tier. Each Intuitive Shipping billing plan includes an additional cost per order if you exceed the order limit of the plan. If you’re only a few orders over your limit, you’re best to stay on your current billing plan.

Yes! If you exceed your order limit, there is no disruption to your Intuitive Shipping service. Each Intuitive Shipping billing plan includes an additional cost per order if you exceed the order limit of the plan.
The total number of additional charges you can incur is limited by your Billing Limit. See below for more details.

Shopify requires all third-party apps to have a maximum usage Billing Limit that is chosen by the customer. The Billing Limit is the maximum allowable amount we are authorized to bill for overage charges – it does not apply to your regular monthly billing amount.

To avoid service interruptions, we strongly encourage you to set your Billing Limit to at least double your plan price.

No. The Billing Limit is the maximum allowable amount we are authorized to charge for additional per order (i.e. ‘overage’) charges.

Let’s say your monthly usage exceeds your plan limit by $10, and your Billing Limit is set to $30. At the end of the billing period, you will be billed the monthly plan rate plus $10 – not $30.

Absolutely! You’ll receive a notification email when you have reached 50%, 85%, 90%, 95% and 100% of your Billing Limit.
Notification emails are sent to the Primary and Secondary email addresses displayed in the app Settings tab.

Once you reach your limit, Intuitive Shipping will no longer return rates at checkout until one of the following happens:

Your Billing Limit is increased
You upgrade your Intuitive Shipping plan
Your next Shopify billing cycle begins

If you have exceeded your plan’s order limit and you’re already accruing per-order overage charges, you will be billed only for charges accrued up to the time you upgrade. Once you have upgraded, overage charges will stop accruing.

Your Intuitive Shipping app charges will appear on your Shopify invoice. Learn more about how Shopify bills you here.

Yes, only if the number of orders you have is lower than the order limit of the plan you wish to downgrade to. Your Intuitive Shipping charges will be prorated for that billing cycle, which you can learn more about here.

Yes, you can upgrade to a higher tier at any point during your billing cycle.

No! Once you activate your account, your 14-Day FREE Trial will begin. When it ends, your first billing period will begin automatically.