The customer journey doesn't end when they click 'buy'—it ends when the package arrives safely in their hands, and a clear Delivery & Shipping Policy is essential for managing this critical experience. This document proactively answers your customers' most pressing post-purchase question: "When will I get my order?". By clearly outlining your order processing times, shipping methods, costs, and tracking procedures, you manage customer expectations, significantly reduce time-consuming support queries, and build a reputation for being a reliable and transparent seller.
Setting Clear Expectations with a Shipping Policy
For an e-commerce store, the customer journey doesn't end at checkout—it ends when the product is in their hands. A clear and detailed Shipping Policy is essential for managing customer expectations, reducing "Where is my order?" support queries, and providing a professional post-purchase experience.
Why is a clear Shipping Policy crucial?
- Manages Expectations: Customers know exactly when and how to expect their delivery.
- Reduces Support Load: Proactively answers the most common question you will receive after a sale.
- Impacts Conversion Rates: Shipping costs and speeds are a primary factor in a customer's decision to buy. Transparency is key.
Disclaimer: This is a sample template and its contents, such as costs and delivery timeframes, are for illustrative purposes only. It is crucial that you edit this policy to accurately reflect your actual order processing times and the specific services offered by your courier partners. The details in your shipping policy set direct expectations for your customers, and providing accurate information is essential for maintaining trust and preventing disputes.
Delivery & Shipping Policy Template for Your Website
Delivery & Shipping Policy
Last Updated: 18 June 2025
1. Order Processing Time
All orders are processed within [e.g., 1-2] business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
2. Domestic Shipping Rates & Estimates
We offer the following shipping options within South Africa:
- Standard Courier: R[e.g., 100]. Estimated delivery time of 2-4 business days for major centres, and 4-6 business days for outlying areas.
- Express Courier: R[e.g., 150]. Estimated delivery time of 1-2 business days for major centres.
- Free Shipping: We offer free shipping for all orders over R[e.g., 1000].
3. Order Tracking
Once your order has been shipped, you will receive an email from us with a tracking number and a link to track your parcel with our courier partner, [e.g., The Courier Guy]. Please allow up to 24 hours for the tracking information to become available.
4. Incorrect Shipping Address
It is the responsibility of the customer to provide the correct shipping address. We cannot be held liable for parcels that are lost or delayed due to an incorrect address being provided. If a parcel is returned to us due to an incorrect address, you will be responsible for the re-delivery fee.
5. Contact Us
If you have any questions about your order or our shipping policy, please contact us at [Your Customer Service Email].
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article