A shipping policy that settles questions before checkout.

Your shipping policy is the page shoppers open when they want to know when a parcel arrives, what it costs, and what happens if it doesn't. A vague one sends those questions to your inbox instead. Write it once, keep it matched to your real rates, and link it where people look.

Add or edit it

The shipping policy lives with your other store policies in Settings.

1. In your Shopify admin, go to Settings > Policies.
2. In the Written policies section, click Shipping policy.
3. Decide who maintains it. With Use automated policy on, Shopify generates the text from your settings, including the fulfillment time under Settings > Shipping and delivery > Estimated delivery dates. Turn it off to write your own.
4. If you write your own, paste the template below and replace every [bracket].
5. Click Save.

Turning automation back on later replaces your custom text with Shopify's template, so keep a copy of your wording.

Where shoppers see it

Shopify links saved policies in the checkout footer, but most shoppers decide before checkout.

• Free Shopify themes downloaded after November 2018 link the shipping policy from product pages.
• To add it to your footer menu, go to Content > Menus, open the menu, click Add menu item, search for the policy, click Add, then Save menu.
• In your FAQ page, link to the policy rather than copying it, so there is one version to update.

What it has to cover

Every line should answer a question a customer would otherwise email you.

• Processing time: business days from order to dispatch, and the daily cutoff for same-day dispatch.
• Methods and costs: each option, its price, and its delivery window after dispatch. Match your rates in Settings > Shipping and delivery.
• Free shipping: the threshold, whether it counts before or after discounts, and which countries qualify.
• International: where you ship, typical transit times, and that customs can add days.
• Duties and taxes: collected at checkout, or charged by the carrier on delivery.
• PO boxes and military addresses: which methods reach them.
• Lost, late and damaged parcels: how long to wait, who to contact, what you do next.
• Holidays: gift cutoff dates and closures that pause dispatch.

Shopify's own guidance is blunt on one point: don't promise delivery times you can't provide.

Shipping policy template

Copy it, fill the brackets, and delete anything that doesn't apply. Or answer a few questions in the free shipping policy generator and copy the finished policy. For a longer policy with headed sections, plus international and made-to-order versions, use the shipping policy template.

Processing. Orders leave our warehouse within [1 to 2] business days. Orders placed after [2 pm ET] or at weekends go out the next business day, and you'll get a tracking email when yours does.

Rates and timing. Standard costs [$5.95] and arrives [3 to 7] business days after dispatch. Express costs [$14.95] and arrives in [1 to 3]. Orders over [$75] after discounts ship free with Standard within [the United States].

International. We deliver to [countries or regions] in about [7 to 21] business days, and customs checks can add time. [Duties and import taxes are charged at checkout, so nothing is due on delivery.] or [The carrier may collect duties and import taxes on delivery.]

PO boxes. [Standard reaches PO boxes and APO/FPO addresses. Express does not.]

Late, lost or damaged. If tracking hasn't moved for [5] business days, or shows delivered and you can't find the parcel, email [support address] with your order number and we'll open a claim with the carrier. Damaged on arrival? Send a photo within [7] days and we'll [replace it or refund you].

Holidays. Order by [December 15] for Standard delivery before [December 25]. We don't dispatch on [public holidays].

Short examples

Smaller stores rarely need every clause. Three versions to start from:

• Domestic only: "We ship within [the United States] only. Orders leave within [2] business days and arrive [3 to 5] days later. Shipping is [$6], free over [$50]."
• International: "We ship to [30] countries. For [the UK and EU], duties are collected at checkout; elsewhere the carrier may charge them on delivery. Allow [10 to 20] business days."
• Made to order: "Each piece is made after you order it. Production takes [2 to 3] weeks, then shipping takes [3 to 5] business days. You can cancel any time before production starts."

Where Aide helps

A clear policy cuts shipping questions; it doesn't end them.

If Aide answers your support, it imports your policy pages and the Aide AI Agent answers shipping questions from them in chat on your store, by email, and inside Zendesk, Gorgias or Front. Rules you write as Instructions hold in every conversation: "Never promise a delivery date" keeps the agent to the windows your policy states, even when a customer pushes. Aide also lists the questions customers asked that your knowledge doesn't cover, which is the fastest way to find the clause your policy is missing. For the replies your team writes by hand, start from the estimated shipping time template.