US Customers still being charged for shipping?

[DSTUDIOhome]

I have set my shop a US free ship guarantee for orders over $35 and it has worked well for 1.5 years. This morning, I woke up to two orders from the US, both over $35 but the customers paid additional postage price for some reason. I checked; they had not upgraded to any postage service and had just bought the cheapest option available (small packet-USA air). I read other forums and thought the cause might be using outdated Etsy apps so I asked my dad in the US (who updated his app recently) to test-buy something and the same issue is still present, he is also being charged for shipping. Not sure what is going on, can someone please help?

[mommawhazelsquilts]

You have 2 items that are $34.94 ...that's not $35.00.

I would be charged $12.16 if I purchased one of them.

[DSTUDIOhome]

Hello, 

Thanks for the quick reply. However, the customer ordered items that are individually priced at more than $35. 

Thanks, 
Eshal Dave

[GieseDeseiGns]

I just added a $45 plant and didn’t get charged shipping, I am in Arizona US

[ArtDollsbyJD]

I'm in Ohio and I got the free shipping for the over $35.  Any combination of your items with free shipping or shipping over $35 gives me free shipping.

When did you enable the $35?  If the buyer is using an old version of the app, that may be the reason.

You can always refund the shipping  

[DSTUDIOhome]

Hello, 

Thank you so much for checking it out for me. I have had the free ship guarantee since the beginning of 2021, so almost two years now...

Does shipping to Guam, a territory in the US include in the free ship guarantee or no?

Thanks, 

Eshal Dave

[SilverCityBeads]

If you customer's account is set up from a country (not the USA) even though they are shipping to the USA, they will not get free shipping 

Many people ship to Guam that reside in another country.  IF the customer is living in the USA and shipping to the USA, then they will receive free shipping.  IF they are living in Japan and there account is set up as Japan and they ship to Guam or to the USA inland, they will not receive the free shipping

"Offer is available for qualifying orders that ship to the 50 United States & District of Columbia only, provided that the purchaser also meets the following criteria:"

Guam is not one of those 50 states

• Region on Etsy is set to U.S.; and
• Currency preference on Etsy is set to USD.