Some of the most common questions store owners are asked are shipping-related. “How much will shipping cost?” and “When will my order arrive?” are two of the most common.
A well-thought-out shipping policy not only helps you proactively set the right expectations around shipping times and costs, it also becomes an asset whenever customers have questions about their orders.
Your shipping policy template is a living document for your business—one that you update and adjust as your operations and circumstances change, especially when the unexpected forces you to adapt.
Whether you’re creating a new shipping strategy from scratch or updating your existing policy to curb customer support inquiries, this shipping policy template will get you up and running in minutes.
What is a shipping policy?
A shipping policy is a set of terms created by an online retailer that describes how orders are shipped to the customer. Shipping policies typically include domestic and international shipping speed options, delivery times, return policies, payment terms, shipping costs, and estimates for order processing time.
Shipping policies typically are included in a company’s terms and conditions, or as a standalone document. It is not uncommon to update your policy every few months, especially when you add new shipping carriers, expand your fulfillment network, or anticipate delays.
What your shipping policy should include
What you cover in your shipping policy template and how you communicate it will depend on your current business operations and supply chain. The goal is to be transparent with customers at all times.
As a general rule, your shipping policy should include:
- Order processing times. After an order is placed, how many business days will it take to get it ready to ship? Communicate if you’re excluding weekends and/or holidays, and if you have certain cutoff times for processing orders (e.g., Orders received after 5pm will be processed the next business day).
- Domestic and international shipping options. What are the qualifying regions for your domestic shipping options? Which countries have shipping restrictions that you can’t meet? International shipping can be broken down in its own section where you list the countries you ship to and estimated delivery times. If you offer several shipping options like expedited shipping, list them in a table so the information is easy to scan.
- Shipping costs. Break down your shipping costs for the customer. If you offer free shipping above a certain threshold, you can communicate in various places as an incentive for customers. Any potential surprise fees should be surfaced too, such as import duties and taxes the customer may incur.
- Local delivery options. If you offer multiple shipping options for nearby customers, such as local delivery or buy online, pick up in-store, explain the steps customers will need to follow after ordering, and clearly communicate your local delivery coverage.
- Returns, changes, and cancellations. On top of accommodating returns through a dedicated return policy, summarize how your business evaluates refunds, order edits, and exchanges, and what your process is in the event of a lost or damaged order.
- Potential service interruptions. Orders may take longer to arrive due to variables outside of your control. Your own shipping policy page is where you can communicate approximately how much longer and explain to customers why.
- Order tracking details. Inform customers what happens after they’ve made online purchases. This might mean a shipment confirmation email that includes tracking information, or guidance on who to contact in case of any lost packages.
Above all, don’t make customers comb through your shipping policy page for the information they need. Whenever possible, make it easy to navigate, with clear subheadings, tables, bolded text, and links to learn more.
💡 PRO TIP: Communicating shipping speeds at checkout to your customers can help improve cart conversion, provide clarity and transparency, and increase consumer confidence. Learn more about how to add shipping speeds directly from your Shopify Admin.
Shipping policy template: Free download
Every shipping policy is different, and there is no one-size-fits-all approach. We highly recommend you cut, adapt, expand, or rearrange the following sections in this sample shipping policy template to suit your business’s unique needs.
Shipping policy examples
The following shipping policy page examples can serve as inspiration for some of the ways you can formalize your own policy on your online store. We’ve included various shipping contexts so you can see how different circumstances translate into different policies.
A local shipping policy for nearby customers
Many brick-and-mortar stores have embraced local shopping through local delivery and buy online, pickup in-store shipping options. These options each come with their own unique set of steps that must be clearly communicated to ensure a smooth customer experience.
If you’re relying heavily on business from your local customers, you can also list the ZIP/postal codes you service, or embed a map on your shipping page to communicate your local delivery ranges visually. Magnolia Bakery even has dedicated landing pages to help customers find baked goods that can be picked up or locally delivered on the same day.
Breaking your shipping policy down over multiple pages
Goodee is a gifting brand that splits its shipping policy across multiple shipping pages. Its main shipping page is designed around the needs of the majority of its customers, but its FAQ page also links out to supporting pages where international customers can get more details about order processing and shipping.
Use tables for help managing customer expectations
In some cases, such as if your products are frequently purchased as a gift or for an event, delivery timelines need to be made especially clear for the customer. Timely arrival is paramount to customer satisfaction.
Our Place is one such business. The cookware retailer breaks down its delivery timelines for pre-ordered items so customers know there’s a delay before ordering a product.
Personalize the international shipping policy
If you’re selling internationally, help overseas customers understand your shipping policy by personalizing the landing page.
Gymshark, for example, has a generic delivery policy page that clarifies excluded countries and what to do if the order doesn’t arrive. There’s also a dropdown button for customers to choose the country their item will be delivered to, which provides more personalized answers like how long it takes for international orders to arrive, available shipping methods, whether the parcel needs a signature, and how much it will cost.
Upsell free shipping offers on your policy pageMost people won’t buy something online if free shipping is unavailable. Beardbrand is one retailer taking advantage of this opportunity on its shipping policy page.
Beardbrand launched Alliance, a branded membership and community that costs $90. Only those who buy directly from the brand three times or spend $150 on a single order get an invitation to join the exclusive club—a potentially huge money-maker that encourages customer retention.
The FAQ page is the perfect place to mention the Beardbrand Alliance. In a question titled “Why did shipping costs increase?” the retailer upsells its membership to price-sensitive customers looking for cheaper shipping rates.
Where to communicate your shipping policy to customers
Your shipping policy doesn’t need to live only on your shipping policy page. You can make it easier for customers to find key points by communicating your shipping policy wherever shipping questions may make customers hesitate about making a purchase.
The following are just some ideas of where you can repurpose your shipping policy template to make it easier for customers to decide to place an order.
Website announcement bar
When you’re anticipating shipping delays or a higher volume of orders, one of the most effective ways to be transparent with customers is by communicating this through your website announcement bar. These banners that typically appear at the top of an ecommerce store are built into many Shopify themes, but can also be added to your store through one of these Shopify apps.
Otherwise, you can also use this real estate on your website to highlight any shipping incentives that might compel customers to make a purchase—whether it’s free shipping for orders over $75 or $5 flat-rate shipping to the US and Canada.
A link in your website footer
Your footer is likely the first place a customer will look to find your shipping policy, along with other links to access self-serve customer support.
If shipping is a particularly important concern for your customers, consider incorporating your shipping page into your website navigation’s dropdown menu to ensure it is more discoverable. However, in most cases, a link in your footer should suffice.
Product page
Questions about shipping often come up as customers are browsing your product pages, making them another place to surface key aspects of your shipping policy. Consider a simple line about your free shipping offering or a dedicated product page tab for more detailed shipping info.
FAQ page
An FAQ page isn’t just for troubleshooting customer problems but also for handling objections customers may have when making a purchase. It’s a great place to highlight aspects of your shipping policy that might win over uncertain customers, such as your return policy or your free shipping threshold.
Delivery option labels
While not always necessary, you can label your shipping options to include your delivery times, making it easier for customers to select the correct option for them. This might be especially useful if you offer delivery timelines that are longer than a week and want to reduce the number of customers who reach out asking about their orders.
Deliver the right expectations with your shipping policy
Trust is the cornerstone of running a successful ecommerce business, and your shipping policy ensures both you and your customers are on the same page.
Being transparent and upfront when setting expectations helps customers decide to buy from you, and when the unexpected happens and your business operations change, your shipping policy template helps you maintain that hard-earned trust.
If shipping feels like too big of a hassle to maintain yourself, there’s always the option to outsource it. Shopify Fulfillment Network can connect your online store with Flexport, a leading logistics company that will pick, pack, and ship orders directly to your customers—no intervention required.
The best part: It offers flexible delivery speed options and competitive shipping rates, so you’ll only pay for what you need.
Shipping policy template FAQ
How do you write a shipping policy?
- Explain order processing times.
- Share domestic shipping rates.
- Offer international shipping information.
- List shipping fees.
- Share free shipping thresholds.
- Include local delivery options.
- Explain how customers can track their order.
- Reference your refunds, returns, or exchanges policy.
- Include a contact option.