Support

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Radius Delivery Support

Last reviewed: August 27, 2026 · Setup guides, delivery-area testing, troubleshooting and billing help.

Contact support
Email: hello@radiusdelivery.app
When reporting a problem, include your .myshopify.com store domain, the page or feature involved, what you expected, what happened, and a screenshot if available. Do not email customer passwords, Shopify access tokens or payment-card information.

Quick start

Install Radius Delivery from Shopify and approve the requested permissions.
Select Basic or Pro on Shopify’s secure pricing page.
Make sure every Shopify Location you want to use has a complete street address.
Open Radius Delivery, select Add delivery location, and choose a Shopify Location.
Set its radius or Pro zone, enable the location, review the map, and select Save.
Use Test a customer address with representative addresses before testing checkout.

Before going live

Test one address clearly inside the area, one clearly outside it, and several addresses near important streets or edges. Then repeat the same checks in Shopify checkout. The in-app tester is a preview; checkout makes the final decision.

Basic Set up circular delivery areas

Basic is designed for straightforward local delivery from one or more Shopify Locations. Each enabled location can have its own circular delivery radius.

Complete your Shopify Locations

In Shopify Admin, open Settings → Locations. Add a street, city, region, postal code and country for every dispatch location.

Add a delivery location

Open Radius Delivery, select Add delivery location → Shopify location, and choose the location you want to serve from.

Set the radius

Enter a value from 1 to 50 and choose kilometres or miles. The map circle updates from the selected location’s coordinates.

Configure Local Pickup if needed

For a Shopify Location, enable Local pickup if customers may collect orders there. Pickup is free at checkout and is independent of the delivery radius.

Repeat for other locations

Add additional Shopify Locations and give each one its own radius. A customer can receive local delivery when at least one active origin serves the address.

Save and verify

Select Save, reload the app to confirm persistence, test customer addresses, and complete a checkout test.

What Basic includes

Multiple Shopify Locations and a separate radius for each location
Radius values in kilometres or miles
Native Shopify Local Pickup configuration for Shopify Locations
Coverage map and customer-address tester

Pro Shape precise delivery areas

Pro includes everything in Basic and adds custom delivery origins, editable boundaries, manually drawn Polygon Zones, Include Areas, Exclusion Zones, and address or place exceptions.

Edit a circular boundary

Select an active location on the map.
Choose the map control for editing the shape.
Drag the boundary handles around roads, rivers or the area you actually serve.
Use Undo while editing, or reset the map to return to the radius circle.

Draw a Polygon Zone

Choose the Polygon Zone tool.
Select at least three map points around the service area.
Close or finish the zone, then move individual corners if necessary.
Crossing polygon edges are rejected, so correct the shape before saving.

Add an Include or Exclusion Area

Select the location whose area you want to refine.
Use Include Area for a delivery island outside the main zone.
Use Exclusion Zone to remove an area inside it.
If an inclusion and exclusion overlap, the exclusion always wins.

Add a custom delivery origin

Select Add delivery location → Custom address.
Enter a name and choose a complete suggested address.
Set its radius or custom boundary and save.
A custom origin does not become a Shopify Location and cannot provide Shopify Local Pickup.

Include or exclude one exact address or place

Open Address & place exceptions.
Select Include address / place or Exclude address / place.
Search for a complete address and select the correct suggestion.
Choose Match within: 50, 100, 250 or 500 metres. We recommend 100 m for most buildings because it tolerates small coordinate differences.
Add the rule, save the configuration and test it. Address exceptions are store-wide, and an Exclude rule wins over an Include rule.

Use Radius Delivery with Shopify Flow

Radius Delivery and Shopify Flow have separate jobs. Radius Delivery checks the customer’s approximate checkout coordinates and controls whether Shopify’s local delivery method is available. Flow reacts later to Shopify order and fulfillment events, so it can organize work without participating in the real-time checkout decision.

No additional Radius Delivery data access

The four workflows below use Shopify’s native Flow triggers and actions. Radius Delivery does not read or store the order, customer name, email or shipping address for these automations.

Before installing a workflow

Install the free Shopify Flow app from Shopify.
Confirm the exact titles of the local delivery and local pickup methods shown in checkout.
Confirm which Shopify Locations are allowed to prepare local deliveries.
Choose an internal email address for operational alerts.
Install one workflow at a time, complete the highlighted store-specific fields and run a Flow test before activation.

Classify local orders

Trigger: Order created.

Checks the selected shipping-method title, adds RADIUS_LOCAL_DELIVERY or RADIUS_LOCAL_PICKUP, and can save the delivery type in an order metafield.

Notify after payment

Trigger: Order paid.

Looks for RADIUS_LOCAL_DELIVERY, adds RADIUS_PAID, updates the operational status and emails the delivery team.

Check the fulfillment location

Trigger: Fulfillment order ready to fulfill.

Adds RADIUS_READY_TO_DISPATCH for approved locations. An unexpected location can be tagged RADIUS_LOCATION_REVIEW and placed on hold.

Escalate held orders

Trigger: Fulfillment order placed on hold.

Adds RADIUS_ACTION_REQUIRED and sends an immediate internal notification for a held local delivery or pickup order.

How to test the Flow integration

Save the Radius Delivery configuration and confirm local delivery appears for an address clearly inside the area.
Create a test order using that local delivery method.
Verify the classification tag before testing payment and fulfillment workflows.
Mark the order as paid and check the Flow activity log, tags, metafields and internal notification.
Test both an approved and unexpected fulfillment location.
Place the test fulfillment on hold and confirm the escalation workflow runs.

Flow does not report rejected checkout addresses

If an address is outside every active Radius Delivery area, the local delivery method is hidden during checkout and no local-delivery order is created. Because there is no order event, these workflows do not run for that rejected checkout attempt.

Common Flow questions

Why was my local order not tagged?
Check that Flow is active and that the shipping-method title in its condition exactly matches the title selected on the order. After renaming a shipping rate, update the workflow condition.

Why did the notification workflow not run?
Flow 2 depends on the tag created by Flow 1. Confirm that the first workflow completed successfully before the order was marked as paid, and review both runs in Shopify Flow activity.

Does changing a Flow workflow change my delivery zone?
No. Delivery areas remain configured inside Radius Delivery. These workflows organize orders after Shopify creates them.

How to test a delivery area

Save the latest configuration before checkout testing.
In Test a customer address, enter a complete street address and review the available/unavailable result.
Test an address comfortably inside the area and another comfortably outside it.
Test critical edge cases: both sides of a boundary street, narrow corridors, exclusions and any exact-address rules.
Repeat representative tests in Shopify checkout. Confirm that local delivery is visible only where expected and that normal shipping remains available.

The tester and checkout can occasionally disagree near an edge

The merchant-facing tester uses Mapbox geocoding. Shopify checkout supplies its own approximate customer coordinates. A small difference between those points can place the same written address on opposite sides of a narrow or exact boundary.

Accuracy near a delivery boundary

Radius Delivery uses a deterministic, hard boundary. It does not silently add an inward or outward safety buffer. Shopify describes checkout latitude and longitude as approximate, so avoid placing a critical boundary directly through a street, large building or entrance where a small coordinate shift could change the result.

Tested position or scenario	Verified result
Point exactly on a polygon edge	Treated as inside
Point approximately 50 m inside an edge	Treated as inside
Point approximately 50 m outside an edge	Treated as outside
Point in the cut-out of a concave polygon	Treated as outside
Overlapping Include and Exclusion rules	Exclusion wins
Excluded for one origin but served by another	Local delivery remains available
Checkout coordinates are missing or incomplete	Local delivery stays hidden; normal shipping remains

How to reduce edge-related surprises

Leave practical space between a zone edge and the streets or buildings you definitely want to serve.
Test both sides of important edges in the app and in checkout.
Use a 50, 100, 250 or 500 m address exception for a known building or place. Start with 100 m unless the site requires a tighter or wider match.
Use an Exclusion Zone when you need to remove a larger neighbourhood or inaccessible area.
Retest after changing Shopify Location addresses, delivery zones, Markets, shipping settings or checkout-related apps.

Common questions and troubleshooting

Why is my location missing from the map?

Open Shopify Admin → Settings → Locations and complete the location’s street address, city, region, postal code and country. Then reload Radius Delivery. Incomplete or ambiguous addresses cannot be placed reliably on the map.

Why is an address accepted or rejected unexpectedly?

Check the active origin, radius or polygon, Include Areas, Exclusion Zones and store-wide address exceptions. Exclude rules take priority when rules overlap. Confirm that the address is complete, save the latest configuration, then compare the in-app test with checkout. Near an edge, allow for the coordinate differences described above.

Why did changing the radius not change my Pro zone?

A saved custom boundary or Polygon Zone defines delivery instead of the fallback radius. Reset the map to a circle if you want the radius control to define the area again.

Does an Exclusion Zone hide normal shipping?

No. Radius Delivery hides only local delivery methods when an address is outside the allowed area or inside an exclusion. Standard shipping methods remain available.

Why is Local Pickup unavailable for a custom address?

Shopify Local Pickup requires a native Shopify Location. A Pro custom delivery address is only a delivery origin; it does not create a Shopify Location. Add the address in Shopify Admin first if it must offer pickup.

What happens to Pro shapes if I switch to Basic?

Basic uses Shopify Locations and circular radii. Saved Pro custom-origin and boundary data is not synchronized to Basic checkout. Returning to Pro restores the previously saved Pro configuration where available.

Why is local delivery hidden while the customer is entering an address?

Shopify may not yet have coordinates for an incomplete address. Local delivery stays hidden until Shopify can determine the position; normal shipping methods are not removed by Radius Delivery.

How do I change or cancel my plan?

Use the Manage plan link inside Radius Delivery to change plans. To stop future App billing, uninstall Radius Delivery from Shopify Admin → Settings → Apps and sales channels. A charge already generated for the current billing cycle may remain on a Shopify invoice.

How do I request help with a charge?

Email hello@radiusdelivery.app with your store domain, charge date, amount and a short explanation. Refund or billing-adjustment requests are reviewed individually and, if approved, are processed through Shopify.

What happens when I uninstall Radius Delivery?

The App loses access to your store and future billing cycles stop through Shopify. Store-specific data that is no longer required is deleted or anonymized in accordance with our Privacy Policy, subject to limited legal, security and backup retention.

Privacy and legal requests

For privacy questions or data requests, email hello@radiusdelivery.app. If you are a customer of a merchant using Radius Delivery, contact that merchant first because the merchant controls its customer relationship and store data.

Service status and urgent issues

If Radius Delivery cannot load, save configuration or affect checkout as expected, first record the time and store domain, then email support. For urgent production-impacting issues, put URGENT and the store domain in the email subject.

Radius Delivery support will never ask you to send a password, Shopify access token, full payment-card number or customer password by email.