A shipping policy can be one of the most read documents on an eCommerce website, and for good reason. They’re pretty important! So what should a shipping policy include and how do you get one?
In this post, we’ll look at a shipping policy template and how to create one.
A shipping policy is a document that allows you to define your terms in regard to shipping products to customers.
Shipping policies usually include information about delivery times, cost of shipping, or any restrictions or limitations on shipping to certain locations.
So basically, a shipping policy can help you address any issues that may arise with the shipment of your products.
A shipping policy is essential for any business that sells products online and ships them to customers. This includes a wide range of businesses, from small businesses and e-commerce stores to large retail brands.
A delivery policy should clearly outline how products are shipped to customers, including processing times, available shipping methods, and associated costs. Start by explaining how long it takes to process orders, then go over the shipping options and any related fees. Mention the regions or countries you ship to, and if you ship internationally, let customers know about potential customs fees or delays. Give estimated delivery times for each method and mention any exceptions, like holidays or weather disruptions. Include tracking info and guidance on handling delivery issues like missed packages or damaged goods. Shipping policies should be easy to understand so that customers know how to contact you if they have a problem.
A shipping policy should be tailored to the store’s specific needs. However, there are a few elements that you can find in every policy:
Make sure to explain that processing times and shipping times are different. Processing time refers to how long it takes you to prepare and pack the order before it’s handed off to the carrier. This usually takes anywhere from 1 to 3 business days, but during busy times (like holidays or Black Friday sales), it might take a little longer.
It’s a good idea to list all the different shipping options you offer. Whether it’s standard shipping, expedited shipping, or even overnight delivery, this gives your customers a clear idea of how fast they can get their orders. If you work with certain carriers like FedEx or UPS, be sure to mention that too. Giving customers options for how they want their items shipped makes the shopping experience smoother.
Be upfront about shipping costs. Make it clear whether shipping is included in the product price or if it’s an additional cost at checkout. If you offer free shipping, highlight it, especially if there’s a minimum order amount. And if shipping costs vary based on location or package size, let your customers know about that too. Transparency here helps avoid any confusion later on.
Give your customers a good idea of when they can expect their orders to arrive. For example, if standard shipping takes 5-7 business days, say that. Make sure to add a disclaimer that delivery times are just estimates and that things like weather or holidays might cause a delay. This way, customers know what to expect, but aren’t left wondering if their order got lost.
Everyone loves being able to track their packages! Let customers know how they can track their orders once they’re shipped. Whether it’s through email updates or by logging into their account, make sure they know where to find their tracking number and which website to visit to check on their shipment. Providing easy access to tracking information reduces a lot of stress for customers and cuts down on customer service requests.
Some stores have certain locations they can’t ship to, so it’s important to mention that in your policy. This could be due to international shipping restrictions, high delivery costs, or the type of products you’re selling. If there are areas you don’t ship to, make sure to clearly list them.
Sometimes items get damaged or go missing in transit: these things happen! Be sure to explain what customers should do in these situations. If their order arrives damaged, let them know they should reach out to you right away and, if needed, send photos of the damage. If their package is lost, explain how they can track it or what steps to take next. By outlining this process clearly, you’re showing customers that you’ve got their back if something goes wrong.
If you ship internationally, customers may have to pay customs duties or import taxes when their order arrives. These fees are usually the customer’s responsibility, so be sure to mention this in your shipping policy. Let them know that the shipping cost you charge doesn’t include these fees, and they may be required to pay additional charges when the package reaches their country. It’s better to be upfront about these costs so there are no surprises when the package arrives.
If you run an e-commerce, it’s also useful to have a return and refund policy to help you manage return shipping costs. So don’t forget to link to your refund policy within your shipping policy!
It’s a good practice to add shipping information in a place that’s easily accessible.
E-commerces usually have a specific page for their shipping policy, linked to the website’s footer. For example, here’s Zalando UK.
Another place you can add your shipping policy is at checkout, so your customers can see it before they buy. Here’s a sample of the shipping policy added at checkout, from Sephora’s website.
It’s also a good practice to add all the main details regarding the delivery time and shipping costs in your Terms and Conditions document. Terms and Conditions usually contain all the necessary information regarding the conditions of sale, including shipping information. For example, Amazon has divided its Terms into sections and has one specific for Shipping and Delivery.
Here’s a shipping policy template that you can follow to write your own policy. Open the collapse to see it.
Remember to customize the sections in yellow and adapt them to your activity.
Mention that processing times and shipping times are different, so that your customers have a clearer idea of the wait.
Example → All orders are processed within X-X business days (excluding weekends and holidays) after the order is placed. Please note that during high-volume periods, processing time may take longer than usual.
List all the types of shipping you offer (standard, express, overnight, etc.), their cost and expected delivery time. Don’t forget to mention whether a certain type of shipping only applies to a specific location.
Example →
Overnight shipping is available only for orders within the United States.
Explain how shipping costs are calculated and added to the order total. If you offer a flat rate shipping cost, or a free shipping threshold, add them here.
Example →
Define all the limitations regarding your shipping.
Example →
Include the details about the tracking of the order.
Example → Once your order has been shipped, you will receive an email with a tracking number. You can track your order using the tracking number on the carrier’s website.
Explain how you will address any damaged or lost items.
Example → If you receive a damaged item or your order is lost in transit, please contact us. We will work with you to resolve the issue as quickly as possible, which may include providing a refund or replacement.
If you ship internationally, explain that there may be additional costs due to customs and import taxes. Usually, it’s the customer who pays them.
Example → Please note that customers may be responsible for paying any customs or import taxes that may be applied to international orders.
While a shipping policy example can be really helpful in drafting your policy, you should always be careful with mindless copy and paste. Each e-commerce has its specific needs, and you have to be sure you’re addressing your major concerns.
No. If you run an e-commerce, you also need a proper Terms and Conditions document.
Terms and Conditions are often mandatory for online stores because they contain all the information about the conditions of sale and disclosures on methods of payment, shipping, delivery, withdrawals, cancellation conditions, etc. – as commonly required by consumer protection regulations.
iubenda’s Terms and Conditions Generator helps you to create a Terms and Conditions document for your e-commerce in just a few minutes. You can also add all the details related to shipping, such as delivery limitations, guarantees, payments, etc.
The solution to draft, update and maintain your Terms and Conditions. Optimised for eCommerce, marketplace, SaaS, apps & more.
