An issue with shipping miscalculation comes from how Shopify and carrier shipping integrations calculate package weights and dimensions. For example, when ordering a single heavy item, the system can usually calculate the shipping correctly. However,

An issue with shipping miscalculation comes from how Shopify and carrier shipping integrations calculate package weights and dimensions.For example, when ordering a single heavy item, the system can usually calculate the shipping correctly. However, when a second item of the same size and weight is added, the system often assumes both items can ship together in one package. The combined weight exceeds UPS&#x2019;s single-package limit, but it may still not be heavy enough to trigger freight shipping.Instead of recognizing the order as two separate packages, the system attempts to price it as one oversized shipment, which can result in unusually high shipping quotes.Ideally, the system would automatically split the order into multiple packages and provide a shipping quote for two separate shipments, but Shopify&#x2019;s shipping logic does not always handle this correctly for heavier products.This is also why we advise our wholesale customers that when placing smaller orders that do not qualify for our flat-rate program, it is often more cost-effective to place them separately rather than combine them.We explored using a flat shipping rate for all orders below the $1,000 freight threshold, but that led to unfair pricing in the opposite direction. For example, if we charged a flat $150 shipping fee for all orders between $1 and $999, a customer ordering a single 5-gallon container, which may normally cost around $33 to ship, would instead pay $150. That model would only benefit customers who place several heavy items together while staying under the $1000 flat-rate threshold.In a case where the order total is not high enough to qualify for the $1000 flat-rate shipping, it is usually more economical to place smaller separate orders rather than combining them into one shipment.

Shipping not calculating correctly

• Orders under $1000 receive our regular rates. • Orders between $1000 - $2999.99 receive a flat rate of $250. • Orders above $3000 are eligible for FREE shipping (we will choose the best option – freight or UPS). Policy available on RusticStrengthWh

<h1 id="isPasted">Accurate address and phone number information is crucial for successful delivery. Refill Shop Owners are responsible for verifying these details on each order.</h1><h2 id="free--flat-rate-shipping-policy">Free &amp; Flat Rate Shipping Policy</h2><img alt src="https://attachments.gorgias.help/GyBLV6k1LbJ7NbQk/hc/zKB3oxw1Ea2rkVOL/2025031913-88c82132-0f9e-4a07-95d7-a0aa3184df71-36c85dd9-778d-4ed8-9e45-b561b1ef4cbc.png" class="fr-fic fr-dii">&#x2022; Orders under $1000 receive our regular&#xA0;rates&#x2022; Orders between $1000 - $2999.99 receive a flat rate&#xA0;of $250&#x2022; Orders above $3000 are eligible for&#xA0;FREE&#xA0;shipping (we&#xA0;will choose the best option &#x2013; freight or UPS). Policy available on <a href="http://rusticstrengthwholesale.com/">RusticStrengthWholesale.com</a>Policy applies for only continental USA.&#xA0;Regular rates apply for areas outside continental USA. &#xA0;

How do I get FREE shipping?

Currently, Shopify does not allow us to change an existing order. If you need to change a size, you will need to place another order with the correct size, and we can cancel that other size from your order. I already placed my order but forgot to add

Currently, Shopify does not allow us to change an existing order. If you need to change a size, you will need to place another order with the correct size, and we can cancel that other size from your order.&#xA0;I already placed my order but forgot to add an item. What do I do? 1. Contact Customer Care with your order information to alert the customer care team that there will be an addition. 2. Place an additional order with your extra item(s). What about shipping for the second order? Can&#x2019;t they ship together? In many cases, we will combine the orders and issue a refund for the second shipping cost. Here are some example scenarios: 1.&#xA0;The original order is over $3000 and includes free shipping. IF - the wholesale team is alerted of the addition before the order is fulfilled and palletized. THEN - The item(s) will be added to the pallet with the original order, and shipping on the additional order will be refunded. 2.&#xA0;The original order is under $3000 but qualified for Flat-Rate shipping. IF- the wholesale team is alerted of the addition before the order is fulfilled and the addition does not bring the total to over $3000. THEN - Item(s) are added to the original order, and the shipping for the addition is refunded. 3.&#xA0;The original order is under $3000 and qualified for Flat-Rate shipping. IF - the wholesale team is alerted of the addition before the order is fulfilled, boxed, and ready for shipping. and IF the addition brings the item total over $3000. THEN &#x2013; Item(s) are added to the pallet with the original order, and the Flat- Rate shipping plus the shipping for the addition will be refunded. 4.&#xA0;The original order is under $1000 and does not qualify for Flat-Rate shipping. IF - the wholesale team is alerted of the addition before the order is fulfilled, boxed, and ready for shipping. and IF The addition brings the item total over $1000. Item(s) are added to the order and Flat-Rate shipping will now apply. THEN - The difference in shipping over $250 as well as the shipping for the addition will be refunded. 5.&#xA0;The original order is under $1000 and does not qualify for Flat Rate shipping. IF- the wholesale team is alerted of the addition before the order is fulfilled, boxed, and ready for shipping. and IF the addition does not bring the total over $1000. THEN &#x2013; Item(s) are added to the order. Shipping for the addition will not be refunded unless the addition can safely be packed into the same shipping box as an item from the original order. 6.&#xA0;If the request is put in after the original order is fulfilled, the addition will remain a second order and will be filled and charged on its own. 7.&#xA0;If the request is put in after the original order is packed and / or palletized and prepared to ship &#x2013;&#xA0;even if it has not yet been fulfilled in the system &#x2013; the addition will remain a second order and will be filled and charged on its own.

Change an order

Rustic Strength Wholesale

Answers about orders that are Unfulfilled or in process.

Order Issues - Unfulfilled

ORDERS

Order Issues

I chose Rush Shipping, why hasn't my order shipped yet?

Where is my order?

Where is my tracking number?

Where is my order? It says it has been shipped.

Order Tracking

My package says “Delivered” but I did not receive it.

My package was delivered to the wrong address.

Where is my order? It is being held at a shipping hub.

My order seems stuck! It hasn’t moved for more than 3 days.

Order Delivery

Order Status

I received a damaged package.

I received my order, but I am missing an item(s).

How do I return a product?

My product arrived Frozen

I don’t like my custom scent, can I return it?

Order Issues - Fulfilled

Will Nourish Botanicals be available for Wholesale?

Wholesale Product Updates

Are your products Leaping Bunny certified or cruelty-free?

What ingredients do you use?

What are Rustic Strength's no-no ingredients?

What is in your scents?

Automatic Dishwasher Powder Ingredients

Body Wash Ingredients

Bubble Bath Ingredients

Candles Ingredients

Castile Soap Ingredients

Conditioner Ingredients

Deodorizing Pet Spray Ingredients

Dish Soap Ingredients

Epic Washing Soda Ingredient

Fabric Softener Ingredients

Floor Cleaner Concentrate Ingredients

Hand Soap Ingredients

Laundry Detergent Ingredients

Linen Spray Ingredients

Lotion Ingredients

Lots of Purpose Spray Cleaner Ingredients

Oxy Boost Ingredients

Pet Conditioner Ingredients

Pet Shampoo Ingredients

Rinse Aid Ingredients

Room Spray Ingredients

Shampoo Ingredients

Un-Bleach Ingredient

Are your products Organic/ Natural?

Are your products vegan/cruelty-free/gluten-free?

Do you have coconut-free products?

Do your products contain corn?

Why do you use Potassium Hydroxide in your Castile Soap?

Why do you use deionized water?

Do you use preservatives?

Are Fragrance oils toxic?

Is Oxy Boost / Oxygen Bleach safe

What is "ppm" or Parts per Million?

What is Phenoxyethanol and why do we use it?

Are your products Certified?

Ingredients

Are your products cruelty free, vegan and gluten free?

Do your products have expiration dates?

Is it septic safe and greywater safe?

Is your vinegar food grade?

Are your scents/ oils safe for animals & children?

Can I eat the Epsom Salts?

Lab Testing

Safety

Is your product a disinfectant?

Certifications

Product Ingredients, Safety & Certifications

My favorite product/ scent/ packaging is no longer available, can I still get it?

My favorite product was Seasonal. What to do?

What is the difference between Oxy and UnBleach?

What is the difference between the different grains of vinegar?

What is the difference between Essential Oil and Fragrance Oil?

What is the difference between boost and clean?

What is the difference between Hand and Dish?

What is the difference between Shampoo and Body Wash?

What is the difference between Body Wash and Bubble Bath?

What is the difference between Hypo and Mama Baby?

What is the difference between Wool and Alpaca Balls?

Automatic Dishwasher Powder - Differences Explained

Changes to the Scent Lineup

What is the difference between Affordable Effective and Rustic Strength's Main Line?

Product Selection, Scents & Differences Between Products

Can I have a free sample?

Can I return a sample that I didn’t like?

Why has my soap developed a brown tint over time?

My product is an off color or different color than usual.

My Dishwaher Powder became hard and clumped in my dishwasher.

There is a cloudy mass in my product.

Why is my essential oil a different color?

What is floating in my Vinegar?

Sustainable Wool Scrub - What to expect

Product Quality, Samples & Troubleshooting

Where are your Bamboo Paper products from?

Why not grow the bamboo in America? Doesn't importing bamboo products from China give you a large carbon footprint?

Don't you HAVE to use chemicals to process pulp into paper?

Why do you have wrapped rolls?

Do you use elemental chlorine-free (ECF) technology?

Bamboo Paper Products

What makes Rustic Strength’s laundry detergent better than other leading brands?

Why didn’t the scent stay on my clothes?

Is your Laundry Detergent HE washer safe?

How much laundry detergent should I use?

How much Fabric Softener should I use?

Does your laundry detergent remove stains?

Can I wash cloth diapers  or reusable pads with this?

Do you make laundry sheets?

Can I mix Essential Oils into my Powdered Laundry Detergent?

How many loads can I get from one bottle?

Can Laundry Boosters be combined?

Laundry

Why do you use plastic?

Plastic, Glass, Eco-Jugs…why so many choices?

Why doesn’t my jug come with a pump?

How To Use an Eco-Jug?

Spout seems too small

What are the measurements of ... ?

Find the Lot Number

Does the product you sell in Glass containers ever come in contact with Plastic?

Containers

PRODUCTS

How do I find directions?

Castile soap: What is it for and how do I dilute it?

Can I make a foaming Hand Soap with your Liquid Hand Soap?

How do you use the concentrated Floor Cleaner?

Do I have to use Rinse Aid with your Auto Dish Powder?

Does Un-Bleach disinfect?

Can I add Fragrance or Essential Oil to your Fabric Softener?

How do I find the size that I am looking for?

How do I find the scent that I am looking for?

How to use Liquid Un-Bleach

How do I add scent to an Unscented product?

How many loads are in the Automatic Dishwasher Powder?

USE & HOW-TO GUIDES

How to Start a Refillery

Sales Tax Compliance

Do you have Bulk / Wholesale pricing?

Wholesale Application trouble

Wholesale Application Status

Is there a Minimum Order Quantity (MOQ)?

Do you have payment terms?

Do you ship internationally?

Do you have Retail-Ready products?

Can I get samples before purchasing product?

What custom scent should I try?

What size bulk containers do you offer?

What scents are available?

How should I price your product?

Approximate fill weights in ounces for 5 gallons

How do I determine weight per oz from fluid oz?

Do you offer Private Labeling?

Please add me to your Store Locator Map

Do you offer Territory Exclusivity?

Do you sell empty containers?

Partnerships

Close the Loop™ Container Return Program

What is Close the Loop?

Do I have to send back my containers?

Will I receive anything for sending in my containers?

I can see that you received my box(s). How come I don't see my points yet?

Why didn't I receive points for all of my returns?

How does your Close The Loop Program reduce waste?

What other ways are you reducing waste and saving our planet?

Is your pallet wrap recyclable?

Close the Loop Pallet Pick Up

What are Rustic Rewards? And how do I sign up?

Having trouble signing in after creating your account?

I am already a customer, do I need a separate login for Rewards?

Is your login form or password not submitting?

I've made purchases using different email addresses and have earned points on both, can I combine accounts?

Rewards Program Terms + Conditions

I thought that I redeemed my points, but now I don't see them.

How do I know how many points I have? Where can I see my points in my account?

How do I earn points + how do points for dollars spent work?

How many points do I need to redeem for rewards or to make a purchase? And do points expire?

Why didn't I earn points on my purchase?

It's our Partnership Anniversary and I didn't get my reward.

What happens to my points if I return a product or an order is cancelled?

I earned points but I don't know how to redeem them towards my purchase. How do I checkout using Points?

I redeemed points for a coupon but it didn't apply to my order.

How do I return Rustic Strength containers for points?

I forgot to sign in and just made a purchase, will I still earn points for my order?