Free legal template
Shipping policy generator
Processing time, carriers, cost and what happens when a package goes missing. A starting template, not legal advice.
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Shipping policy details
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Shipping Policy
[Store name] · Effective September 7, 2026
1. Overview
This policy explains how [Store name] ships orders placed on [website URL], what it costs, how long it takes, and what happens if something goes wrong. It applies to orders placed from September 7, 2026.
2. Processing time
Orders are processed and dispatched within 1-2 business days (Monday to Friday, excluding public holidays). Orders placed after our daily cut-off, or over a weekend or holiday, are processed on the next business day.
During sales, launches and holiday periods, processing may take a little longer. If we expect a significant delay, we will email you. Processing time is separate from the delivery time shown below.
3. Shipping rates and delivery estimates
Domestic orders are shipped with USPS, UPS from [your country or state]. Shipping costs are calculated at checkout based on the delivery address and the size and weight of your order, and are shown before you pay.
Delivery estimates shown at checkout begin once your order has been dispatched, not when it was placed. They are estimates from the carrier and are not guaranteed.
4. International shipping
We currently ship within [your country or state] only. If you would like to be told when we start shipping to your country, email us at [contact email].
5. Order tracking
When your order ships, we will email you a tracking number and a link to follow its progress. Tracking can take 24-48 hours to update after dispatch. If your tracking has not moved for several business days, contact us and we will look into it with the carrier.
6. Incorrect or incomplete addresses
Please double-check your shipping address before you place an order. If a package is returned to us because the address was incomplete or incorrect, we will contact you and reship it once you have paid the new shipping charge. If you would rather cancel, we will refund the order minus the original shipping cost. We cannot change an address once an order has been dispatched, and we are not responsible for packages delivered to an address you gave us in error.
7. Lost or delayed packages
If your tracking shows no movement for 10 business days (domestic) or 30 days (international), or your package is marked delivered but has not arrived, email us at [contact email] within 14 days. We will investigate with the carrier and, once the package is confirmed lost, send a replacement or issue a full refund, whichever you prefer.
If a package is marked "delivered" but you cannot find it, check with neighbours, your building manager and your local carrier depot first. Carriers sometimes scan packages as delivered a day early.
8. Damaged packages
If your order arrives damaged, keep the packaging and email us at [contact email] within 7 days of delivery with your order number and photos of the damage to both the box and the item. We will send a replacement or refund you in full, including shipping, at no cost to you.
9. Multiple packages and back-orders
Orders with several items may ship in more than one package, sometimes on different days, at no extra cost to you. If an item is back-ordered, we will ship the items that are in stock and send the rest as soon as it arrives, or offer you a refund for that item.
10. Contact us
Questions about shipping? Email us at [contact email].
[Store name], [your country or state].
Your store details stay in this browser so the other three policies are pre-filled. Nothing is uploaded.
Set processing time and carriers
How many business days before an order ships, and who you ship with.
Set cost and coverage
Domestic and international rates, any free-shipping threshold, and who pays duties.
Get a formatted policy
Covers lost, damaged and misdelivered packages, ready to publish.
Processing time and carriers
Separate processing time from transit time. Processing time is how long you take to pack and hand off an order, usually 1 to 3 business days. Transit time is the carrier's delivery estimate after that. Stating both, rather than one combined vague number, is what stops a support ticket on day 2.
Name the carriers you use (USPS, UPS, FedEx, DHL for international) so customers know what to expect and can track through the right service.
Costs, free-shipping thresholds and international duties
State your domestic shipping cost, whether it is flat-rate, calculated by weight, or free over a threshold. A free-shipping threshold set slightly above your average order value is a proven way to raise cart size, and it belongs in this policy as well as on the cart page.
For international orders, state clearly whether the customer is responsible for duties and import taxes on delivery (Delivered Duty Unpaid, the common default) or whether you collect them at checkout (Delivered Duty Paid). An unexpected customs bill at the door is one of the most common causes of refused deliveries and negative reviews, so this line should not be buried.
Lost, damaged and misdelivered packages
State what happens if tracking shows delivered but the customer says it never arrived, if a package arrives damaged, and if an order comes back because of an address error the customer made. Common practice: file a claim with the carrier for lost or damaged packages and replace or refund once confirmed, and charge reshipping if the address error was the customer's.
Frequently asked questions
Is this shipping policy generator free?
Is the output legal advice?
What is the difference between processing time and shipping time?
Should I offer free shipping?
Who pays customs duties on international orders?
What if a package is marked delivered but the customer says it never arrived?
What if the customer entered the wrong address?
Do I need a separate policy for international shipping?
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