How to write shipping policies customers understand
Feb 22, 2025
Why Clear Shipping Policies Matter for Your Online Store
Shipping policies are one of the first things customers look for before making a purchase. Confusing or missing information can lead to abandoned carts, customer complaints, or negative reviews. For new and growing resellers, writing clear, simple policies—and keeping them consistent everywhere you sell—is a critical step to building trust and running a smooth operation.
1. Start with the Basics: What to Cover in Your Shipping Policy
Before writing, list the key questions your customers might have:
Where do you ship? (Domestic only? International?)
How much does shipping cost? (Flat rate, weight-based, free over a certain amount?)
How long will it take to ship? (Handling time, estimated delivery windows)
Which carriers do you use? (USPS, UPS, FedEx, etc.)
Do you offer local pickup? (If so, how does it work?)
How do you handle lost or damaged packages?
Keep answers short and straightforward. Use everyday language, avoiding jargon or legalese.
2. Write in Plain, Friendly Language
Customers appreciate honesty and clarity. Here’s a template to start:
Example: "We ship anywhere in the US. Orders typically leave our warehouse within 2 business days, and you’ll receive a tracking number as soon as your package ships. Shipping is $5 flat rate, or free if you spend over $50. Local pickup is available by appointment. If your item arrives damaged, let us know within 48 hours and we’ll make it right."
Break long sections into bullet points or short paragraphs for readability.
3. Keep Shipping Policies Consistent Everywhere
If you sell on multiple platforms (Shopify, eBay, Facebook Marketplace, etc.), make sure your shipping information matches across all listings. Inconsistencies confuse customers and can lead to disputes. Store your latest shipping policy where your team can access and update it easily.
Tip: Use a central system like Gavelbase to keep inventory, listings, and policies in sync across all your sales channels. Centralizing your information helps prevent errors and saves time when policies change.
4. Assign Team Roles for Shipping Tasks
Even if your team is just two people, make sure everyone knows their responsibilities. Basic roles include:
Order Fulfillment: Who packs orders and prepares shipping labels?
Customer Communication: Who answers shipping questions or handles issues?
Inventory Management: Who updates stock levels when items sell?
Document these roles and keep them accessible, even if you switch tasks occasionally. This reduces mix-ups and ensures a consistent customer experience.
5. Track Sales, Fees, and Shipping Status
It’s easy to lose track of details across multiple platforms. Use a spreadsheet or, better yet, a central tool to:
Record each sale (date, item, buyer, shipping method)
Note shipping costs and fees
Track when items are shipped or picked up
This not only helps with bookkeeping but also allows you to quickly resolve customer questions about their orders.
6. Make Pickup (or Local Delivery) Clear & Simple
If you offer local pickup, explain how it works:
Where is pickup? (Give an address or general area)
How do customers schedule a time?
What do buyers need to bring? (Order number, ID, etc.)
Example pickup policy: "Local pickup is available in downtown Springfield. After checkout, we’ll contact you to arrange a pickup time. Please bring your order confirmation email. For safety, pickups are by appointment only."
7. Review and Update Regularly
Shipping carriers, costs, and your own processes can change over time. Review your policy every few months or after you encounter a new situation (like a lost package or new fee). Update your central document and sync changes to all your sales channels promptly.
8. Where to Display Your Shipping Policy
Dedicated page on your website or shop
Short version in every product listing
Order confirmation emails
FAQ or Help section
Make it easy for customers to find answers before they buy.
9. Common Mistakes to Avoid
Using vague statements like "shipping varies" without details
Forgetting to update policies after changing carriers or rates
Hiding important information in fine print
Not explaining what happens if there’s a delay or lost package
10. Sample Shipping Policy Template
Adapt this to your business and test it by having a friend read it—if they have questions, clarify those sections.
Final Thoughts
Shipping policies don’t have to be complicated. Focus on being clear, consistent, and customer-friendly. Using a central tool like Gavelbase can help you keep everything organized as your business grows. Regularly review your policy, communicate changes, and always put yourself in your customer’s shoes. Simple, easy-to-find, and honest shipping policies lead to happier customers and fewer headaches for you.