Creating a clear and comprehensive shipping policy is essential for eCommerce stores to set customer expectations and minimize issues related to shipping. Here’s an expanded look at the critical elements, including offering free shipping based on order value and avoiding common pitfalls:
1. Free Shipping Criteria
- Threshold-Based Free Shipping: Clearly specify if there is a minimum order value for free shipping (e.g., “Free shipping on orders over $50”). Be transparent about which items are eligible and whether the threshold is based on the subtotal (before taxes and discounts) or the total after discounts.
- Geographical Restrictions: Free shipping offers may only be valid within certain areas (e.g., continental U.S. only). Be explicit about which locations qualify and any additional fees that might apply to other regions.
- Shipping Method for Free Shipping: Specify the shipping method for orders that qualify for free shipping. For example, free shipping might only apply to standard ground shipping rather than express or overnight.
2. Shipping Methods and Options
- List Available Shipping Methods: Include a breakdown of all shipping options, such as standard, express, and overnight, and provide estimated delivery times for each.
- Carrier Information: Mention which carriers you work with (e.g., FedEx, USPS, UPS) without committing to a carrier, since this gives you the most flexibility to ship with the west coast carrier. Some customers may prefer or avoid certain carriers, so transparency here can improve customer satisfaction, but you can even charge more to ship with a specific carrier if you decide to offer this option.
- Delivery Times: Set clear expectations for delivery times based on each shipping method and destination. For example, “Standard Shipping: 3-7 business days.” Include any additional processing times for specific items or during busy seasons.
- International Shipping Options: Outline international shipping availability, estimated delivery times, and potential extra costs like customs duties or taxes.
3. Processing Time
- Order Fulfillment Timeframe: State how long it takes to process and fulfill an order before it’s shipped (e.g., “Orders received by 3 pm EST are processed by the next business day”).
- Holiday & Peak Season Delays: Mention that order processing may take longer during holidays or peak seasons. This helps set realistic expectations for customers during busy times.
- Handling Backorders and Pre-Orders: If some items are on backorder or available for pre-order, clarify how this affects shipping times, as these items may have extended delivery windows.
4. Tracking and Order Updates
- Tracking Information: Let customers know when they will receive tracking information and how they can use it to monitor their order’s status. For example, “Once your order ships, you’ll receive an email with a tracking number and tracking link.”
- Order Status Updates: Keep customers informed about their order’s status through notifications or an online portal where they can check updates.
5. Shipping Costs
- Detailed Shipping Rates: List shipping rates for each option, including any additional costs for special packaging, oversized items, or shipping to remote areas.
- Flat Rate Shipping: If you offer flat-rate shipping, explain the fee structure and any restrictions or exclusions. For instance, “$7 flat rate shipping on all orders in the continental US, excluding oversized items.”
- Discounts or Promotions: If you run occasional free shipping promotions, include a note about when customers can expect such offers.
6. International Shipping Details
- Customs, Duties, and Taxes: Inform international customers that they may be responsible for additional customs duties, taxes, and fees. Make it clear that these costs are outside of your control.
- Restricted Items: If certain items (like certain outdoor equipment or grooming products) cannot be shipped internationally due to regulations, list these restrictions in your policy.
- Currency and Conversion Fees: Note that international customers may incur currency conversion fees or fluctuations in exchange rates.
7. Shipping Restrictions and Limitations
- Specific Product Limitations: Some products may be subject to special shipping requirements or may not be eligible for certain shipping methods. For example, items like aerosol sprays, flammable products, or large outdoor equipment may have restrictions.
- Service Area Restrictions: Clarify if you do not ship to certain regions or countries due to carrier limitations or high-risk areas.
8. Return and Exchange Policy
We have a whole article devoted to Returns and Refunds that we will share with you in an upcoming post.
- Return Shipping Costs: Specify who is responsible for return shipping fees. Some stores offer free return shipping within a certain timeframe, while others may deduct the return shipping cost from the refund.
- Exchange Shipping: If you allow exchanges, specify how you handle shipping costs for the exchanged items, especially if an item is exchanged more than once.
- Non-Returnable Items: State any items that cannot be returned, such as final sale items, personalized goods, or used grooming products.
9. Customer Support Information
- Contact Details for Shipping Issues: Provide a way for customers to reach out if they experience any issues or have questions about their shipment, such as a customer service email or phone number.
- Response Time: Set expectations for response times from customer support, especially regarding shipping questions or issues with orders.
10. Common Pitfalls and Gotchas
- Hidden Fees and Surcharges: Avoid hidden fees like handling charges or remote area surcharges unless they are clearly disclosed. Customers appreciate transparency and will be frustrated by unexpected costs at checkout.
- Limitations on Free Shipping Offers: Specify any limitations, such as only certain products or order sizes qualifying for free shipping or excluding certain items like oversized products or high-value equipment.
- Handling Incorrect Addresses: State the policy on incorrect shipping addresses provided by customers. Specify any charges for address corrections or re-shipping fees if an order is returned due to an invalid address.
- Lost or Stolen Packages: Outline the steps customers should take if a package is lost or stolen after delivery. Some businesses offer coverage or assistance in these cases, while others do not.
- Shipping Delays and Weather Events: Address potential delays caused by extreme weather, natural disasters, or carrier issues. Offer guidance on what customers can do if their package is delayed.
An Example Shipping Policy
Here’s an example Shipping Policy that incorporates Free Shipping:
Free Shipping: Enjoy standard shipping for free on orders over $75** within the contiguous U.S. (some exclusions apply)
Shipping Cost: Orders below $75** will incur a flat Standard Shipping fee of $7, and a flat Express Shipping fee of $12.
Processing & Shipping Times: Orders are processed within 1-2 business days. Delivery times depend on your location and selected shipping method:
- Standard Shipping: 3-6 business days
- Express Shipping: 2-3 business days
International Shipping: We ship worldwide! Please note that additional duties, taxes, and fees may apply. Certain products may be restricted in some countries due to regulations. International shipping options and rates vary based on the destination country and will be shown at checkout.
Tracking & Updates: Once your order ships, you’ll receive a tracking number and a tracking link via email that you can use to track your order at any time.
Other Terms:
- We are not responsible for lost or stolen packages after delivery
- Check our detailed Return Policy for questions related to returns
Shipping Inquiries: Our Customer Service team is available Monday through Friday, from 8 – 5 PST at 877-555-1212 x4 to answer your queries or via email at support@xyz.com.
** The order value before taxes and discounts are applied.
This sample covers all essential points, ensuring transparency and setting customer expectations.