Along with refund, ordering, and dispatch difficulties, shipping-related problems are the most complained-about issues in ecommerce. See our most recent home delivery study for specific complaints. Much of the time, these problems stem from a poorly written, incorrect, or outdated shipping policy — one of the most important documents for any merchant. 

A great shipping policy includes details about shipping methods, costs, and times, effectively managing customer expectations. A bad shipping policy could damage the entire customer experience. But what should you include in your policy? Looking shipping policy examples from other companies will give you some much-needed inspiration.

Amazon, the world’s largest online retailer, has a comprehensive shipping policy spread across several pages. Customers can access information about shipping rates and times, international shipping, and general shipping policies. 

Amazon’s shipping policy covers all bases, with sub-policies for each of its shipping regions and lists of prices for product categories. There’s also information about surcharges, other fees, and what to do if there’s a delay or lost package. There’s a great deal of transparency here, which customers appreciate. 

Tip: If you cover the cost of shipping so it’s free for customers, promote it! Only 22 percent of merchants showcase information about shipping policies on their homepage, which could boost sales. 

Possibly the most famous department store in the world, London-based Harrods ship luxury goods to customers worldwide, with various shipping options—all laid out in their shipping policy. 

There are details about domestic and international shipping options and estimated times, as well as information about the locations where the company doesn’t ship its products. 

Interestingly, Harrods warns customers their package could be delayed due to “customs delays, adverse weather conditions, or unexpected increase in demand,” and their customer service team will make contact if anything changes with their order. Including this information manages customer expectations and reduces the likelihood of complaints. 

There’s also a list of frequently asked shipping questions at the end of the policy, which clears up any confusion. 

Tip: Set clear expectations up-front to minimize frustration and disappointment. By letting customers know what to expect, you give them the power to choose the shipping experience that will meet their needs.

Nike’s shipping policy for ecommerce lists details about shipping (standard, expedited, and express), store pickup, and Nike membership. While not as comprehensive as Amazon, Nike is transparent about its shipping, pointing out that it only processes orders Monday-Friday (excluding holidays) and doesn’t deliver orders on Sundays and holidays. Customers know what to expect. 

There are also separate pages with answers to frequently asked questions about shipping, tracking, and lost packages.

Tip: Whenever possible, give customers shipping options. Not everyone needs the fastest or the cheapest shipping. In fact, some people prefer sustainable delivery options and will even pay more for it. Let them choose.  

How can you incorporate best practices from these three brands and communicate shipping policies like a pro? Here are the key takeaways:

1. Lay out essential shipping information in a clear, easy-to-understand format.
2. Provide rich details on expected shipping times, costs, international options, and more.
3. Be completely transparent around returns, exchanges, and lost packages. No surprises.

Shipping and home delivery can make or break the customer experience, and successful ecommerce businesses take it seriously. Tailor these examples to your business and create a killer shipping policy of your own. 

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