Sep 18, 2025
How to Write a Shipping Policy That Protects Your Business
Introduction
For any e-commerce business, the moment a customer clicks "buy" is just the beginning of the journey. What happens next—the processing, shipping, and delivery—is where customer expectations are truly met or missed. A clear, comprehensive shipping policy isn't just a boring legal document; it's one of the most important tools you have for managing those expectations, building trust, and protecting your business from disputes and costly chargebacks.
A great shipping policy is proactive customer service. It answers your customers' most pressing questions before they even have to ask. This guide will break down the essential components you must include to create a policy that is both legally sound and customer-friendly.
1. Shipping Rates & Methods
This is the first thing customers look for. Be transparent and upfront about all costs.
Clearly list your rates: Do you offer flat-rate shipping, free shipping over a certain amount, or real-time carrier-calculated rates? Display this information clearly.
Define your methods: List the shipping services you use (e.g., Royal Mail 2nd Class, UPS Ground, DHL Express) and the estimated delivery times for each.
2. Processing & Handling Times
This is one of the most common sources of customer confusion. It's crucial to differentiate between how long it takes you to prepare an order and how long it takes for the carrier to deliver it.
State your processing time: Clearly state, "Orders are processed within 1-2 business days." This manages expectations from the very beginning.
Specify your operating days: Mention if you do not ship on weekends or holidays.
3. Domestic & International Shipping
Define the geographical scope of your shipping.
List the countries you ship to: If you ship internationally, be clear about which countries are included.
Explain customs, duties, and taxes: For international orders, state that the customer is responsible for any customs and taxes on their order. This is critical for preventing disputes.
4. Lost or Damaged Packages
Have a clear policy for what happens when things go wrong during transit.
Define liability: State that your business is not liable for products that are damaged or lost during shipping.
Outline the claims process: Instruct the customer to contact the shipment carrier to file a claim and offer to provide any necessary information to assist them.
5. Returns & Exchanges
Your shipping policy should briefly mention how shipping costs are handled for returns.
Clarify who pays for return shipping: State whether the customer is responsible for return shipping costs or if you provide a prepaid label. (Note: Your full Return Policy should have more detail).
Conclusion
A well-crafted shipping policy is a mark of a professional and trustworthy e-commerce brand. By providing clear, detailed, and transparent information about your shipping process, you empower your customers, reduce the burden on your support team, and protect your business from the financial and reputational damage of shipping-related disputes. It’s a simple document that delivers incredible value.
Frequently Asked Questions (FAQ)
Do I legally need a shipping policy?
While not always required by law in the same way a privacy policy is, it is a commercial necessity. Payment processors like PayPal and Stripe often require clear shipping terms to protect you in the event of a "product not received" chargeback dispute.
Where is the best place to display my shipping policy?
You should link to it in multiple, easy-to-find places: your website footer, on product pages, and during the checkout process. The more visible it is, the better.
What's the difference between "processing time" and "shipping time"?
"Processing time" is the time it takes for you to prepare the order for shipment (e.g., 1-2 business days). "Shipping time" is the time it takes for the carrier to deliver the package after it has left your warehouse. You should clearly define both.
Should I offer free shipping?
Offering free shipping (often with a minimum order value) can be a powerful marketing tool to reduce cart abandonment. However, you need to ensure you've calculated the costs and that it's financially sustainable for your business.
How does a shipping policy help with chargebacks?
If a customer files a chargeback claiming they never received a product, a clear shipping policy—combined with proof of delivery from the carrier—is your primary evidence to the payment processor that you fulfilled your side of the transaction.
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