Fill in your processing time, rates and international rules. Get a complete shipping policy that answers the questions behind most 'where is my order' tickets.
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Your shipping policy
[Store name] Shipping Policy 1. Order processing Orders are processed within 2 business days (Monday to Friday, excluding public holidays). Orders placed before 12 PM EST on a business day start processing the same day. You'll get a confirmation email when your order is placed and a second email with tracking as soon as it ships. 2. Shipping rates and delivery times (from the United States) - Standard shipping: 3–7 business days after dispatch, $5.95. - Express shipping: 1–3 business days after dispatch, $14.95. - Free standard shipping on orders over $75.00. Delivery times are estimates from the carrier and start once your order has shipped. They aren't guaranteed, especially during holidays and peak sale periods. 3. International shipping We ship internationally. Delivery usually takes 7–21 business days after dispatch, depending on the destination and customs. Duties, import taxes and customs fees aren't included in our prices and are the customer's responsibility. Your carrier may contact you to pay them before delivery. Refused packages are returned to us, and the original shipping cost and any return fees are deducted from your refund. 4. Tracking your order Every order ships with tracking. Use the link in your shipping confirmation email to follow your package. Tracking can take 24 to 48 hours to show the first update after you receive the email. 5. Changing or cancelling your order Need to change your address or cancel? Email [support email] within 12 hours of placing your order. Once an order has shipped, we can't change the delivery address or cancel it, but you can return it under our return policy. 6. Lost, delayed or stolen packages If your tracking hasn't updated in 7 business days, or it shows delivered but you can't find your package, check with neighbors and your building's mailroom first. Then email [support email] within 30 days of the expected delivery date with your order number. We'll open an investigation with the carrier and send a replacement or a refund once the carrier confirms the package is lost. Please double-check your shipping address at checkout. We can't be responsible for orders shipped to an incorrect address entered by the customer. 7. Damaged packages If your order arrives damaged, email [support email] within 7 days of delivery with your order number and photos of the item and the packaging. We'll make it right. 8. Questions Email [support email]. We usually reply within one business day.
A starting template, not legal advice. Make sure the delivery times match what your carriers actually deliver, and update the policy before peak season.
WISMO is usually the biggest ticket type in a Shopify inbox. Relay answers it in seconds.
Relay connects to your Shopify orders and tracking, so it answers 'where is my order' with the real status and the policy you just wrote: processing time, carrier delays, lost-package steps. It updates addresses inside your change window and escalates the rest to your team.
'Where is my order?' is the single biggest ticket category for most online stores. A large share of those tickets are customers asking something the shipping policy should already answer: when will it ship, how long does delivery take, why hasn't tracking updated, who pays customs.
A clear policy won't stop every WISMO ticket, but it sets expectations at checkout and gives your team (or your AI agent) a written rule to point to.
The tighter the window, the faster the warehouse can ship. Nike's US terms let customers cancel within 30 minutes of ordering. Loop Earplugs allows changes and cancellations within 2 hours. Most small Shopify brands can afford a few hours to a day, because they don't fulfill orders minute by minute. Whatever you pick, write the exact number in the policy. 'As soon as possible' sends customers to your inbox.
In Shopify, go to Settings, then Policies, then Shipping policy. Then link it in your footer, near the add-to-cart button, in the cart drawer and in your shipping confirmation email. Update it before Black Friday and the holidays with your last order dates for delivery before Christmas.
Shopify doesn't force you to publish one, but payment providers, Google Merchant Center and marketplaces expect clear shipping and return information. It's also the single best way to reduce 'where is my order' emails.
State both clearly: processing time from order, delivery time from dispatch. Customers add them together, so a 2-day processing time plus 3–7 days delivery means 5–9 days in their head.
DDP (delivered duty paid) means you collect duties at checkout and the customer pays nothing on delivery. DDU (delivered duty unpaid) means the customer pays customs fees to the carrier. DDU is simpler for you but causes surprise fees, refused deliveries and angry tickets.
It depends on your policy and carrier. Most stores ask the customer to check with neighbors and wait 24–48 hours, then file a carrier claim and replace or refund once it's confirmed lost. Write the steps in your policy so every case is handled the same way.
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