Shipping policy template for a small online store

By the Chatbait team ·

Short answer: a shipping policy should state your processing time (how long before you ship) separately from delivery time (how long shipping itself takes), your rates and free shipping threshold, how you handle international orders and customs, and what happens if a parcel is lost, damaged, or delayed. Copy the template below and fill in your own numbers.

Facts last checked on October 18, 2026, against the sources linked below.

Processing time vs delivery time

These are two different things, and mixing them up is the most common reason customers email asking "where is my order?"

  • Processing time is how many days it takes you to pack and hand the order to the carrier.
  • Delivery time is how many days the carrier takes to get it to the customer, starting once it ships.

State both separately. "Orders ship in 1 to 2 business days, then arrive in 3 to 5 business days" tells a customer when to actually expect the box, rather than one vague number.

Copy-paste shipping policy template

Fill in the highlighted parts with your own numbers.

Template
Shipping Processing time Orders are packed and shipped within [1 to 2] business days, Monday to Friday. Orders placed on weekends or holidays ship the next business day. Shipping rates Standard shipping: $[5.99], arrives in [3 to 5] business days. Express shipping: $[14.99], arrives in [1 to 2] business days. Free standard shipping on orders over $[50]. Tracking You'll get a tracking number by email once your order ships. International orders We ship to [the US and Canada]. International orders can take [10 to 20] business days to arrive, depending on your location and customs. Customs and duties International orders may be charged customs fees or import duties by your country. These are the customer's responsibility and aren't included in our shipping cost. Lost or damaged parcels If your tracking shows your order as delivered but you haven't received it, or it arrives damaged, email [support@yourstore.com] within [7] days with your order number and, for damage, a photo. We'll send a replacement or a refund. Delays If an order is going to ship later than stated above, we'll email you with a new estimated date and the option to cancel for a full refund instead of waiting. Holiday shipping During [November and December], processing and delivery times may run longer due to carrier volume. We'll post a cutoff date for [holiday] delivery on our homepage and in our order confirmation emails. Questions Email [support@yourstore.com] or call [phone number].

What to include, and why

Rates. List every shipping option you offer with its price and speed. If you only offer one option, say so plainly rather than making the customer guess at checkout.

Free shipping threshold. If you offer free shipping over a set amount, state the exact number. It also gives customers a reason to add one more item to their cart.

International shipping and customs. Say which countries you ship to, roughly how long it takes, and be upfront that customs fees and import duties are the customer's responsibility, not yours, unless you've built them into the price.

Lost or damaged parcels. Give a clear deadline to report a problem and what you'll do about it (replacement or refund). Customers trust a store more when this is written down before anything goes wrong, rather than worked out over email.

Holidays. Carrier delays are common around major holidays. A short note that processing or delivery may run longer, plus a cutoff date for holiday delivery, heads off a lot of "will this arrive by Christmas?" messages. For this year's carrier dates, see holiday shipping deadlines 2026.

The US rule on shipping times

US law doesn't set a required delivery speed, but it does set a rule for how long you can take to ship after an order is placed. Under the FTC's Mail, Internet, or Telephone Order Merchandise Rule, you must ship within the time you stated when the customer ordered, or within 30 days if you didn't state a time. FTC

If you can't ship on time, the rule says you must tell the customer and let them choose: agree to wait for a new date, or cancel the order for a full, prompt refund. FTC

This isn't legal advice, and rules can differ if you sell outside the US, so check the rules for your own country too.

Where to put your shipping policy

Put it where a customer looks for it before and after buying:

  1. Your site footer, so it's one click from any page.
  2. Product pages or checkout, as a short line about processing time and free shipping threshold.
  3. Order confirmation emails, restating the estimated delivery window.

On Shopify, shipping details are part of your store policies under Settings > Policies, shown automatically in your checkout footer. Shopify Help Center

Once this policy is on your site, a chatbot like Chatbait can answer "how long will shipping take?" straight from it, any hour, so you're not retyping the same answer.

Frequently asked questions

What's the difference between processing time and delivery time?

Processing time is how long you take to pack and ship the order. Delivery time is how long the carrier takes once it's shipped. State both separately so customers know when to expect their package.

Do I have to tell customers about shipping delays?

In the US, yes. The FTC's rule says you must notify customers of a delay and let them choose to wait or cancel for a refund, if you can't ship within the time you stated or within 30 days of a properly completed order. FTC

Who pays customs fees on international orders?

Usually the customer, unless you say otherwise in your policy and build the cost into your price. Say this clearly before they buy, since customs charges can surprise people after the fact.

What should I do during busy holiday periods?

Post a clear shipping cutoff date for holiday delivery, and warn customers that processing or delivery may run longer than usual due to carrier volume.

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