Skip to main content

Shipping

Shipping is managed in two places in the dashboard. Shipping Settings is where you set your warehouse address, create shipping zones with rates, set a free shipping threshold, and define your return policy. Shipping Providers is where you connect carrier accounts (FedEx, UPS, DHL, Shiprocket, and more) for live rates at checkout. Together, these settings decide which shipping options your customers see and how much they pay.

If you have no shipping zones yet, the fastest way to start is Quick Setup.

  1. Open Shipping Settings and click the Shipping Zones tab.
  2. Click Start Quick Setup.
  3. Select your Primary Country.
  4. Choose a setup type:
    • Domestic Shipping (recommended) - One zone for your country with Standard ($10, 3-5 days), Express ($25, 1-2 days), and Free Shipping for orders $50+.
    • Domestic + International - The same domestic zone plus an international zone covering 40+ countries, with Standard International ($30, 7-14 days) and Express International ($60, 3-5 days).
  5. Click Create Shipping Zones.

You can edit or delete everything it creates later. Quick Setup only appears when you have no zones yet.

Shipping Origin​

Your origin is the address your orders ship from (your warehouse or office).

  1. Open Shipping Settings and stay on the Shipping Origin tab.
  2. Fill in the warehouse name, country, state/province, city, ZIP/postal code, and street address. Phone and email are optional.
  3. Save your changes.

Set this up first. Your return policy can reuse this address, and carriers need it to calculate rates.

Shipping Zones​

A zone is a group of countries that share the same shipping rates. For example, a "Europe" zone and a "United States" zone can have different prices.

Create a zone​

  1. Go to the Shipping Zones tab.
  2. Click Add Zone.
  3. Enter a Zone Name (e.g., "United States", "Europe", "International").
  4. Select one or more Countries for the zone.
  5. Leave Zone is active switched on, then click Create Zone.

Add rates to a zone​

Each zone needs at least one rate, or customers in that zone cannot check out with shipping.

  1. Click a zone card to expand it.
  2. Click Add Rate.
  3. Enter a Rate Name (e.g., "Standard Shipping", "Express", "Free Shipping").
  4. Choose a Rate Type:
    • Flat Rate - Same price for all orders.
    • Price Based - Applies only when the order total is between your Min and Max values (in $).
    • Weight Based - Applies only when the order weight is between your Min and Max values (in kg).
  5. Enter the Price. Enter 0 to make this rate free.
  6. For Price Based or Weight Based rates, set the Min and Max conditions. Leave 0 for no minimum or no maximum.
  7. Optionally set Min Delivery Days and Max Delivery Days so customers see an estimated delivery time.
  8. Click Add Rate.

To change a rate later, expand the zone and use the edit (pencil) or delete (trash) icons next to it. Deleting a zone also deletes all of its rates, and this cannot be undone.

Free shipping over a certain order value​

There are two ways to offer free shipping:

  • A free rate in a zone - Add a Price Based rate with Price 0 and a Min condition (e.g., Min 50 means free shipping for orders of $50 or more).
  • Store-wide threshold - In the General tab, set the Free Shipping Threshold. When a cart total passes this amount, the customer qualifies for free shipping, as long as a free shipping rate exists in their zone. Enter 0 to turn the threshold off.

If you have connected a shipping provider (see below), you can map a rate to a specific carrier service for automated fulfillment. When adding or editing a rate, pick a Provider and a Service under "Fulfillment Provider (Optional)". Choose "No specific provider" to skip this.

Returns & Refunds​

Set your return policy in the Returns & Refunds tab. These settings are shown to customers.

  1. Turn Allow Returns on or off. When off, returns are disabled for your store.
  2. Set the Return Window - how many days customers have to start a return (default 30).
  3. Choose who pays return shipping: Customer or Store (You pay).
  4. Optionally set a Restocking Fee (a percentage deducted from refunds; 0 means no fee).
  5. Choose the return address. Keep Use shipping origin address for returns on, or switch it off to enter a different return address.
  6. Optionally add Return Policy Text to explain your rules in your own words (e.g., "Items must be unused and in original packaging").
  7. Click Save Policy.

General shipping settings​

In the General tab you can set:

  • Weight Unit - kg, g, lb, or oz. Used as the default for product weights.
  • Dimension Unit - cm, in, or m. Used as the default for product dimensions.
  • Free Shipping Threshold - minimum order value for automatic free shipping (see above).

Click Save Settings when done.

Shipping Providers​

The Shipping Providers page connects your store to carrier accounts for live rates at checkout and label generation. Supported carriers include FedEx, UPS, USPS, DHL Express, Canada Post, Royal Mail, Australia Post, Shiprocket, Delhivery, Blue Dart, Easyship, ShipStation, Aramex, DPD, GLS, Evri (Hermes), Sendle, and a Custom Provider option for anything else.

Connect a carrier​

  1. Open the Shipping Providers page.
  2. Click Add Provider.
  3. Choose the Provider Type (the carrier).
  4. Enter a Display Name and an optional description.
  5. Fill in the API Credentials. Each carrier asks for different details (account number, API key, password, and so on). You get these from your account with the carrier, not from Ecomplify. Use the eye icon to show or hide secret values.
  6. Optionally turn on Production Mode when you are ready to use real rates instead of the carrier's test environment.
  7. Optionally set a Rate Markup - add a fixed amount ($) or a percentage (%) on top of the carrier's rate. Use this to cover packaging and handling costs.
  8. Optionally turn on Set as default provider.
  9. Click Add Provider.

Test and manage providers​

  • Click the refresh icon on a provider card to test the connection. The status chip shows Active, Inactive, Pending, or Error. If there is an error, expand the card to read the error message.
  • Click a provider card to expand it and see its Available Services (e.g., overnight, ground). Use the switch on each service to control which ones customers can choose.
  • Use the pencil icon to edit, or the trash icon to delete a provider. Deleting cannot be undone.

Rate Settings (top of the page)​

  • Enable Live Rates - Fetch real-time prices from your carriers at checkout.
  • Show Static Rates - Also show your zone rates alongside live carrier rates.
  • Rate Cache (minutes) - How long live rates are cached to reduce carrier API calls (default 15).

Common questions​

Customers in some countries see no shipping options. Why? Their country is not in any active zone, or their zone has no active rates. Add the country to a zone and make sure the zone has at least one enabled rate.

I set a free shipping threshold but customers still pay for shipping. The threshold only works if a free shipping rate exists in the customer's zone. Run Quick Setup or add a $0 rate to the zone.

Do I need a shipping provider account? No. Zones and rates work on their own. Providers are only needed if you want live carrier prices at checkout or carrier-based fulfillment.

My provider shows an Error status. Expand the provider card to read the error message, then edit the provider and check your credentials. Click the refresh icon to test again. Also check whether Production Mode matches the credentials you entered (test vs. live).

What is a rate markup? An extra amount added on top of the carrier's live rate. For example, a 10% markup turns a $10 carrier rate into $11 for the customer.

I deleted a zone by mistake. Can I get it back? No. Deleting a zone removes it and all its rates permanently. You will need to recreate it.