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 Maximum Usage 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 not related to your regular monthly billing amount. Learn more about your Billing Limit in this article or in the Billing FAQ section.

Shopify recently introduced Shipping Profiles to 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.

Intuitive Shipping pulls product information from your Shopify Product settings. Each time you make a change to your products, we recommend re-syncing your products with Intuitive Shipping.

You will need to add product dimensions in 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

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 in your store. To learn more about about Carrier Calculated Rates, go here.

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

1. When you test your shipping setup, your Shopify Shipping Rates will still appear during test checkouts.
2. 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 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 your Carrier Calculate Rates are not enabled, you’ll see a warning banner on the Intuitive Shipping Dashboard. To learn more, click here.

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 rates are not enabled.

Visibility is turned off. This can be General visibility of the entire app or visibility of individual Shipping Scenarios.

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.

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 and Retail customers – those Conditions will not be applied.

In your Shopify Products settings there is a checkbox that says, “This is a physical product”. If this box is unchecked, it is assumed that the product does not require shipping – e.g. a digital gift card – and no rates will be calculated. We recommend reviewing the product settings for each product in the cart where the checkout process skips shipping and goes directly to the payment screen to ensure the “physical product” box is checked.

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

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 from 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.

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

Yep! Changing your Shopify theme does not impact your Intuitive Shipping settings or setups.

When your General Visibility setting is set to On (green), Intuitive Shipping calculations are visible to your customers. Click the Settings menu button to check General Visibility.

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 have the ability to set the type of dimension and weight units – e.g. cm’s and kg’s. You can change these at any in the Units section of the Settings tab.

Please note: changing the units will not automatically change 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 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 will not automatically change 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 to the USD equivalent of $75 CAD.

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

The Primary Email address is automatically imported from your Shopify account and cannot be changed within Intuitive Shipping. To change your Primary Email, you will need to change 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.

Shipping Zones are determined by your Shopify 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.

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

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.

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 other adjustments as 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 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) Profile when using Intuitive Shipping. Learn why here.

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

Shipping Zones are determined by your Shopify 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 Shipping Scenario.

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

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

Combined Shipping Methods ensure that if a customer orders products that are in separate Shipping Scenarios, the shipping charges are blended together for a single shipping option at checkout. Without creating a Combined Shipping Method, each Scenario’s shipping charge will show up separately.

i.e. Vendor ‘A’ charges $10 for shipping and Vendor ‘B’ charges $5 for shipping.

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

Without a Shipping Method Combination, if a customer orders items from Vendor A and Vendor B, they 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.

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

Shopify requires Carrier Calculated Shipping Rates to allow third-party calculators to have 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.

The Carrier Calculated Shipping Rates feature is $20/month a-la-carte, or you can get it added for free if you switch to annual billing, and also save 10% on your Shopify subscription.

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

Carrier Calculated Rates are a Shopify requirement for all third-party shipping calculation apps, regardless of whether or not you are using the third-party app to calculate live rates at checkout.

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

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.

UPS does not provide delivery dates, so they will not be displayed when using UPS to calculate Live Rates.

After selecting your preferred carrier in the Shipping Method, click on Additional Settings in the Ship From Location 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™ (4D Boxing)

To use this method, all products must have dimensions assigned to them. Using a 4D bin packing process, 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 generate a more accurate package based on the dimensions of each product using stacking and rotation.

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.

Yes. 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 a weight in both, the weight value in Intuitive Shipping will supersede the value in Shopify.

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

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, simply create a Live Rate Shipping Method and make sure all of your package dimensions are entered and verified. That’s it! Smart Boxing is ready to go.

UPS does not provide delivery dates. If you are using UPS to calculate Live Rates, delivery dates will not be displayed.

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.

United States Postal Service (USPS) recently made changes to their weight restriction on First Class Mail. In order to ship by First Class Mail, the weight must not exceed 13 oz (0.81 lbs). Previously the limit was 16 oz (1 lb). 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.

Conditions allow you to define custom rules for each Shipping Scenario. This powerful feature lets you tailor your shipping costs. 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.

Learn more about using Conditions in your Shipping Scenarios by clicking the Help button in the Intuitive Shipping app. Select Documentation from the Help button’s drop-down list, then click on Conditions in the Documentation Navigation menu.

Nope! 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.

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.

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.

Yes, 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 by following these steps:

1. Click on the Help button, then click Support from the drop-down list.
2. Enter your store name 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.

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 over the phone or via Skype.

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 chat box.

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 on the Help button in the app menu, then select Support from the drop-down list.

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 minutes during normal Live Chat hours. If you contact us via Chat during off hours, we’ll get back to you when Live Chat resumes.

We’re available by Phone from 9:00 AM to 4:00 PM, Monday to Friday (excluding Canadian statutory holidays). Find our Support phone number here.

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 Maximum Usage 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 Maximum Usage Billing Limit to at least double your plan price.

No. The Maximum Usage 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 Maximum Usage Billing Limit is set to $30. At the end of the billing period, you we 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 Maximum Usage Billing Limit.

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

– Your Maximum Usage 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.