Shipping policy

Shopify Shipping Policy Template

Replace every item in [square brackets], remove options that do not apply, and delete this note before publishing. Ensure the promises below match your Shopify shipping profiles, rates, fulfillment process, and return policy. This is a general template, not legal advice.

Effective date: [Month Day, Year]

Thank you for shopping at [Store Name]. This policy explains our order processing, shipping rates, delivery estimates, tracking, and how we handle shipping issues.

Order Processing

Orders are processed within [1–3] business days after payment is confirmed. Business days are [Monday through Friday], excluding [holidays observed in your location]. Orders placed after [cutoff time and time zone] begin processing on the next business day.

Processing time is separate from delivery time. During holidays, product launches, promotions, or unusually high order volumes, processing may take longer. If a significant delay affects your order, we will contact you using the information provided at checkout.

Shipping Destinations

We currently ship to [countries, regions, states, or provinces]. We do not ship to [P.O. boxes / APO or FPO addresses / freight forwarders / restricted destinations / none].

If your location is not available during Shopify checkout, we are unable to ship to that destination at this time.

Shipping Rates and Delivery Estimates

Available shipping methods, estimated delivery times, and charges are displayed at checkout based on your delivery address and the products in your cart.

Method Estimated delivery after processing Rate
[Standard] [X–Y business days] [Flat rate / calculated at checkout]
[Expedited] [X–Y business days] [Flat rate / calculated at checkout]
[Express] [X–Y business days] [Flat rate / calculated at checkout]

[Optional: We offer free standard shipping on eligible orders of [currency and threshold] or more. Eligibility is calculated [before/after] taxes and discounts. Exclusions include [oversized products, remote locations, international orders, or other exclusions].]

Delivery estimates are not guarantees unless expressly stated. Carrier conditions, weather, customs, and other events outside our reasonable control may affect delivery.

Carriers

We ship with [USPS / UPS / FedEx / DHL / Canada Post / Australia Post / Royal Mail / other carriers]. The carrier used for an order may depend on the destination, package size, product type, and selected shipping service.

Tracking Your Order

When your order is fulfilled, Shopify will send a shipping confirmation to the email address or phone number entered at checkout. If tracking is available, the confirmation will include a tracking number or link.

Tracking can take up to [24–48 hours] to update after the carrier receives the package. If tracking has not updated after [number] business days, contact us at [support email] with your order number.

Address Changes and Incorrect Addresses

Please check your shipping address before placing an order. To request a correction, contact us at [support email] as soon as possible. We cannot guarantee address changes after an order has entered fulfillment or shipped.

If a package is returned because the address was incorrect, incomplete, refused, or undeliverable, [we will refund the item price after deducting shipping costs / we will contact you to arrange reshipment at your expense / insert your procedure], subject to applicable law.

Split Shipments, Preorders, and Backorders

Orders containing multiple items may ship separately. If this happens, you may receive more than one shipping confirmation or tracking number. [State whether customers can incur additional shipping charges; normally, no additional charge applies unless disclosed at checkout.]

Preorder and backordered products are expected to ship [on the date shown on the product page / within stated timeframe]. If an order includes both in-stock and preorder items, [all items ship together / available items ship first / describe your process].

Local Delivery

[Delete this section if not offered.]

Local delivery is available for eligible addresses within [delivery area or postal codes]. Availability and any fee are shown at checkout. Orders are usually delivered within [timeframe] after processing. Someone [must / does not need to] be present to accept delivery. Add delivery instructions at checkout or contact us at [support email].

Local Pickup

[Delete this section if not offered.]

Local pickup is available at [pickup location]. Please wait until you receive a ready for pickup notification before arriving. Bring [order confirmation and government-issued identification]. Orders are usually ready within [timeframe] and must be collected within [number] days. Pickup hours are [days and hours].

International Orders

[Delete this section if you do not ship internationally.]

International orders generally arrive within [X–Y business days] after processing, although customs clearance and local carrier conditions may cause delays.

Duties and taxes: [Choose one and delete the other.]

  • Duties paid at checkout: Applicable import duties and taxes are [included in the checkout total / collected at checkout for eligible destinations]. [List any exceptions.]

  • Duties unpaid: Prices and shipping charges do not include customs duties, import taxes, brokerage fees, or other destination charges. The recipient is responsible for these charges when assessed.

Customs authorities may require information or documents from the recipient. We do not control customs fees, decisions, or processing times. If a shipment is refused or returned because import charges were not paid, [insert your refund and cost-deduction terms], subject to applicable law.

Delayed or Missing Packages

If the estimated delivery window has passed:

  1. Check the delivery address in your order confirmation.

  2. Review the tracking information and check around the delivery location.

  3. Ask household members, neighbors, or building staff whether they accepted the package.

  4. Contact the carrier using the tracking number.

  5. Email [support email] with your order number and tracking details.

If tracking has shown no movement for [number] business days, we will [open a carrier investigation / help you submit a claim / describe your process]. Investigations may take [timeframe]. Any refund, replacement, or other remedy is subject to applicable law and our [Return and Refund Policy link].

Packages Marked Delivered

If tracking shows “delivered” but you cannot find the package, complete the checks above and contact us within [number] calendar days of the delivery scan. We will review the shipment and, when appropriate, work with the carrier. [State your replacement or refund procedure.]

Damaged Shipments

If an item arrives damaged, email [support email] within [number] calendar days. Include your order number and clear photos of the item, packaging, and shipping label. Keep all packaging until we confirm whether it is needed for a carrier claim.

We will provide an appropriate remedy, which may include a replacement, repair, refund, or store credit, subject to applicable law and product availability.

Order Cancellations

To request a cancellation, contact [support email] within [timeframe]. We will try to accommodate your request but cannot guarantee cancellation after fulfillment begins. Once an order ships, our [Return and Refund Policy link] applies.

Contact Us

For shipping questions, contact:

[Store Name]
[Legal business name]
[Business address]
Email: [support email]
Phone: [phone number and support hours, if offered]

Shopify Publishing Checklist

  1. In Shopify admin, open Settings → Policies.

  2. Paste the customized policy into the Shipping policy field and review its formatting.

  3. Save the policy. Shopify links a published shipping policy from checkout and, depending on the theme, product and cart pages.

  4. Add the shipping policy to your storefront footer or another menu through Content → Menus.

  5. Test /policies/shipping-policy on your store domain.

  6. Place test orders for key shipping zones and confirm that checkout rates, free-shipping thresholds, local delivery, pickup, and delivery estimates match this policy.

  7. Keep the policy aligned with your shipping profiles, Markets settings, fulfillment apps, and Return and Refund Policy.