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- Essential shipping details are easy to find. While it is common practice to keep a link to your shipping
policy page in the footer of your website, consider how you can also
surface important shipping details in the right place at the right time
(e.g. on your product page or website banner).
- Clear and concise presentation. Don’t
make customers comb through your shipping policy page for the information
they need. Whenever possible, make it easy to navigate with clear
subheadings, tables, bolded text, and links to learn more.
- Order processing times. After
an order is placed, how many days will it take to get it ready to ship?
It’s worth communicating if you’re excluding weekends and/or
holidays, and if you have certain cutoff times for processing orders (e.g.
orders received after 5pm will be processed the next business day). If
changes occur within your supply chain.
- Domestic and international shipping options. What are the qualifying regions for your domestic shipping
options? International shipping can be broken down in its own section
where you list the countries you ship to and estimated delivery timelines.
If you offer several shipping options, you can list them in a table so the
information is easy to scan.
- Shipping costs. Break
down your shipping costs for the
customer. If you have a free shipping threshold, you can communicate
in various places as an incentive for customers. Any potential surprise
fees should be surfaced too, such as duties and taxes the customer may
incur.
- Local delivery and buy online, pickup in-store. If you offer local shipping options, such as local delivery or buy online, pick up
in-store, you can explain the steps customers will need to follow
after ordering and clearly communicate your local delivery coverage.
- Transparency around returns, changes and cancellations. On top of accommodating returns through
a dedicated return policy, you can also
summarize how your business evaluates refunds, order edits, exchanges, and what your process is in
the event of a lost or damaged order.
- Potential service interruptions. Orders may take longer to arrive due to variables outside of your
control. Your shipping policy page is where you can communicate
approximately how much longer and explain to customers why.
It is not
uncommon to update your shipping policy every few months, especially whenever
you add new shipping options or carriers, expand your fulfilment network,
or anticipate delays.
- Essential shipping details are easy to find. While it is common practice to keep a link to your shipping policy page in the footer of your website, consider how you can also surface important shipping details in the right place at the right time (e.g. on your product page or website banner).
- Clear and concise presentation. Don’t make customers comb through your shipping policy page for the information they need. Whenever possible, make it easy to navigate with clear subheadings, tables, bolded text, and links to learn more.
- Order processing times. After an order is placed, how many days will it take to get it ready to ship? It’s worth communicating if you’re excluding weekends and/or holidays, and if you have certain cutoff times for processing orders (e.g. orders received after 5pm will be processed the next business day). If changes occur within your supply chain.
- Domestic and international shipping options. What are the qualifying regions for your domestic shipping options? International shipping can be broken down in its own section where you list the countries you ship to and estimated delivery timelines. If you offer several shipping options, you can list them in a table so the information is easy to scan.
- Shipping costs. Break down your shipping costs for the customer. If you have a free shipping threshold, you can communicate in various places as an incentive for customers. Any potential surprise fees should be surfaced too, such as duties and taxes the customer may incur.
- Local delivery and buy online, pickup in-store. If you offer local shipping options, such as local delivery or buy online, pick up in-store, you can explain the steps customers will need to follow after ordering and clearly communicate your local delivery coverage.
- Transparency around returns, changes and cancellations. On top of accommodating returns through a dedicated return policy, you can also summarize how your business evaluates refunds, order edits, exchanges, and what your process is in the event of a lost or damaged order.
- Potential service interruptions. Orders may take longer to arrive due to variables outside of your control. Your shipping policy page is where you can communicate approximately how much longer and explain to customers why.
It is not uncommon to update your shipping policy every few months, especially whenever you add new shipping options or carriers, expand your fulfilment network, or anticipate delays.