A shipping policy answers "when will it arrive and what will it cost?" before the customer has to ask. Surprise delivery costs at checkout are one of the most common reasons people abandon an order.
What to include
- Where you ship to.
- Delivery options and their costs.
- Processing time: how long before an order leaves.
- Delivery time: how long it takes after it leaves.
- Tracking: how customers follow their parcel.
- Lost, late or damaged parcels: what to do.
- Any customs or import fees for international orders.
A template
Where we ship. We ship across the country and to selected countries abroad.
Processing time. Orders placed before 2pm on a working day leave the same day. Later orders leave the next working day.
Delivery options and costs.
- Standard: 2 to 4 working days, 5 dollars. Free on orders over 60 dollars.
- Express: next working day, 12 dollars, for orders placed before 2pm.
- International: 5 to 10 working days, cost shown at checkout.
Tracking. You will receive a tracking link by email when your order ships.
International orders. Customs duties or import taxes may be charged by your country. These are not included in our prices.
Lost or damaged parcels. If your parcel has not arrived 5 working days after the expected date, or arrives damaged, email hello@yourshop.com with your order number and photos if relevant. We will investigate with the carrier and send a replacement or a refund.
Questions? Write to hello@yourshop.com.
Be honest about times
Give processing time and delivery time separately, and use ranges. Then add a little margin. A parcel that arrives a day early makes a happy customer. One that arrives a day late starts a support email.
Show costs early
Do not wait until checkout to show delivery costs. Mention them on product pages, in the cart and in your FAQ. If you offer free shipping above an amount, say so near the top of your site.
Free shipping, carefully
Free shipping can raise sales, but you still pay for it. Check it against your profit margin. A common approach is free shipping above an order value that covers the cost.
Communicate delays
If orders are delayed, tell customers before they ask. There is a template in customer service email templates.
Link it everywhere
Put the policy on its own page, link it in your footer, mention it at checkout and in confirmation emails, and answer the common questions on your FAQ page. Pair it with a clear return policy.