What is a shipping policy?

A shipping policy is a section within a retailer’s terms and conditions that outlines how orders are delivered. It details domestic and international shipping speeds, costs, processing times, and carrier options to set clear delivery expectations for customers. On an ecommerce site, it typically lives within an FAQ page or on its own dedicated page. 

What to include in your shipping policy

What you cover in your shipping policy template and how you communicate it will depend on your current business operations and supply chain, or if you use dropshipping to fulfill orders. The ultimate goal is to be transparent with customers at all times.

As a general rule, your shipping policy should include the following details.

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 5 p.m. will be processed the next business day).

Domestic and international shipping options

What are the qualifying regions for your domestic shipping options? Do you deliver to PO boxes? Which countries have shipping restrictions that you can’t meet? Navigating tariffs and customs requirements is essential for international shipping. International shipping can be broken down in its own section where you list the countries you ship to and estimated shipping times. If you offer several shipping options, like expedited shipping or next-day, list them in a table so the information is easy to scan.

Shipping costs

Break down your shipping costs for the customer. For example, if you offer free shipping above a certain order total threshold, communicate that in various places as an upsell incentive. Also surface any potential surprise fees, 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, pickup 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 timeline estimates and explain to customers why their packages could be delayed.

Order tracking details

Inform customers what happens after they’ve made online purchases. This might mean a shipment confirmation email that includes a tracking number, or contact information regarding who to reach out to 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.