The widget doesn't show on my product page
Work through these in order — each one takes seconds to check:
- Is the block added to the template actually in use? Open the theme editor (Online Store → Themes → Customize), switch to your product template, and confirm the ShipsBy — Delivery estimate block is in the sidebar. If you use multiple product templates, check the one assigned to the product you're viewing. This is the cause in the vast majority of cases — the install guide has the exact steps.
- Is it the published theme? If you added the block to a draft theme, the live storefront won't show it. Add it to the published theme (or publish the draft).
- Is the app enabled? Open the ShipsBy dashboard in your admin. If the app was just installed or your plan changed, confirm the status banner says Active.
- Is the configuration synced? The widget reads its settings from a shop metafield. If you suspect it's stale (extremely rare), open ShipsBy → Settings, press Save once — this rewrites the metafield — then hard-refresh the product page (Ctrl/Cmd+Shift+R).
- Is the product excluded? Check overrides — a “hide widget” override on the product, its collection, or one of its tags will suppress it by design.
- Ad blocker? Some aggressive blockers hide anything that looks like a countdown. Check in a private window with extensions off. Regular visitors are unaffected in our experience, but it can confuse your own testing.
Still nothing? Email us with your store URL and a link to the product page — we'll look the same day.
The estimate looks wrong
- Dates further out than expected? You're probably seeing a weekend, holiday, or override at work — see the worked example below, then check configuration and overrides.
- Countdown seems off by hours? The cutoff uses your store's timezone (Shopify admin → Settings → General), not your computer's. Travelling merchants are surprised by this at least once.
- Wrong country's estimate? Geo-detection follows Shopify Markets. If you're testing through a VPN, the detected country follows the VPN exit — that's expected. See zones.
How estimates are computed — a worked example
Settings for this example:
- Cutoff: 15:00 (store timezone) · Processing: 2 business days · Dispatch days: Mon–Fri
- Holiday: Mon, May 25 (bank holiday) · Zone transit: 2–4 days
A visitor opens the product page on Thu, May 21 at 16:12:
| Step | Result | Why |
|---|---|---|
| Start day | Fri, May 22 | 16:12 is after the 15:00 cutoff, so processing starts the next business day. |
| Processing day 1 | Fri, May 22 | A normal dispatch day — it counts. |
| Sat 23 – Sun 24 | skipped | Not dispatch days. |
| Mon, May 25 | skipped | Holiday. |
| Processing day 2 → dispatch | Tue, May 26 | Second business day of processing; parcel is handed to the carrier. |
| + 2 to 4 transit days | Thu, May 28 – Sat, May 30 | Minimum and maximum transit added to the dispatch date. |
The visitor sees: “Order within 22h 48m — arrives between Thu, May 28 and Sat, May 30.” The countdown targets the next cutoff (Fri 15:00). After that cutoff passes, the whole window automatically shifts forward — no action needed from you.
Billing questions
- How am I charged? Through Shopify's own billing (Managed Pricing). The charge appears on your regular Shopify invoice — ShipsBy never sees or stores payment details.
- How does the 14-day trial work? Pick Growth or Pro and the trial starts immediately with all plan features. You're only charged after 14 days; cancel or downgrade before then and you pay nothing.
- How do I change plans? ShipsBy dashboard → Plan → choose the new plan. Upgrades apply immediately; Shopify prorates automatically.
- What happens if I downgrade? Features above your new plan stop applying (e.g. overrides pause on Free), but your configuration is kept — upgrade again and everything is exactly as you left it.
- How do I cancel? Uninstall the app (Settings → Apps and sales channels). Billing stops with the uninstall, per Shopify's standard rules, and your data is deleted within 30 days as described in the privacy policy.
- Refunds? If something went wrong with a charge, email us — we sort refund requests with Shopify billing on a case-by-case basis, quickly.
Other common questions
- Does the widget affect my store speed? No — under 15 KB gzipped, deferred, zero network calls to render. Details on the main FAQ.
- Which themes are supported? Any Online Store 2.0 theme (Dawn and all recent free and paid themes). Vintage themes without app-block support aren't supported in V1.
- Can I show the widget in the cart? Yes, on Pro — see the install guide.
- Do you have an API? Not in V1. Tell us your use case — it shapes the roadmap.
Still stuck? Email us at anadvisory.fr@gmail.com.
We read everything and reply within one business day.