Use this guide to find out why gifts aren’t appearing in the cart, checkout, or final order, and how to fix it.
Quick checks
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?
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.
“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.
Need help? Please contact us at support@digismoothie.com or use the in-app chat, and our support team will assist you.