If a free gift isn't appearing in the cart, at checkout, or in the final order, this guide will help you find the cause and fix it. Issues can come from gift offer settings, product availability, theme setup, or app conflicts, work through the checks below in order.
Quick checks
Before diving deeper, confirm the following:
Is the offer active and within its start/end dates (correct timezone)?
Is the gift product available to the Online Store sales channel and in stock (or “Continue selling when out of stock” enabled)?
Do the cart conditions for the offer actually qualify?
Is the Gift Box app embed enabled in your theme?
If all of the above look correct and the gift is still not being added, continue to the sections below.
Common causes and fixes
Offer start and end dates
If you use the offer scheduling feature, make sure the start and end dates are correct and active. Misconfigured dates can prevent Gift Box from showing the offer at all.
Gift product is out of stock
Make sure it's available on the Online Store sales channel
Check inventory. If the stock is at 0 and "Continue selling when out of stock" is disabled, the gift won't be added.
For more details on how Gift Box handles out-of-stock gifts, see: How Gift Box handles out-of-stock gifts
“Buy it now” buttons
These buttons bypass the cart and go straight to checkout with a single product, so the app can’t add the gift.
We recommend disabling this feature to ensure that gifts are added to all orders.
Customers reach checkout before the app loads
If the app loads too slowly, the gift may not be added in time.
Improve load speed and ensure the Gift Box app embed is enabled. See: How to make the app load faster?
Conflicts with another third‑party app or custom script
Discount/upsell/cart drawer, subscription, or customization apps can block the gift from being added.
Test on a duplicated theme with other apps temporarily disabled. We can help locate and remove leftover scripts from uninstalled apps if needed.
AJAX/drawer cart not recognized by the app
Some slide carts, drawer carts or mini carts need a small integration to work with Gift Box.
Contact us and we’ll adjust it quickly.
Important notes
Gifts added via the "Compatibility with all discount types" method are visible in both the cart and checkout. Gifts added via the "Compatibility with discount coupons only" (draft order) method are only visible at checkout, not in the cart, this is expected behavior.
If a customer applies a discount code at Shopify checkout that drops the order below the gift threshold, the gift may remain in the checkout temporarily. Gift Box handles this with a post-purchase validation and removes the gift from the order after it's placed. See: What happens if a discount lowers the order below the gift threshold?
Need help? Please contact us at [email protected] or use the in-app chat, and our support team will assist you.