Ecommerce Fulfilment Services

Shipping and Delivery Policy

Someone on a laptop looking at policies and pointing to each policy to tick them off.

A shipping and delivery policy is a document that outlines important information regarding how a company handles the shipment and delivery of products to customers. This policy typically includes details on shipping methods, delivery timelines, costs, and procedures for handling lost or damaged items.

For customers, it sets clear expectations for how long it will take to receive their orders and the costs. For businesses, it helps manage customer expectations and can reduce the number of queries and complaints related to shipping.

Shipping and Delivery Policy

Shipping Methods

This section describes the various shipping options available to customers, such as standard, express, and overnight shipping. It may also include information about international shipping, including which countries are served and any specific conditions or limitations.

Delivery Timelines

Here, the policy details the expected delivery times for each shipping method. Depending on the destination, it often provides a range of days within which the delivery will occur. Businesses might also discuss factors that could affect delivery times, such as customs delays for international shipments.

Shipping Costs

This part outlines the costs associated with different shipping options. It might include a breakdown of rates based on the weight of the package, destination, or speed of delivery. Some companies offer free shipping under certain conditions, which would also be detailed here.

Tracking and Order Confirmation

Most companies provide a way for customers to track their orders. This section explains how customers can access tracking information and what to expect in their order confirmation emails, such as a summary of the order, the total cost, and a tracking number.


This subsection can describe the type of packaging used, which is particularly relevant for fragile items. Businesses might highlight their commitment to sustainability through the use of eco-friendly packaging materials.

Lost or Damaged Items

Here, the policy should explain the procedure for reporting and resolving issues with lost or damaged items. This typically includes who to contact, what information the customer needs to provide, and the process for receiving a refund or replacement.

Returns and Exchanges

While technically part of a broader return policy, it’s often useful to include a summary in the shipping and delivery policy, especially as it relates to the return shipping process. Details might include who pays for return shipping, how long customers have to return an item, and the condition of the items that need to be returned.

Exceptions and Special Circumstances

This section covers any potential exceptions to the standard policy, such as holiday shipping delays, limited availability of certain products, or special promotional shipping terms.

More Fulfilment Terms

Supply Chain Management (SCM)involves the active management of supply chain activities to maximise customer value and achieve a sustainable competitive advantage. This encompasses the planning and management of all activities involved in sourcing, procurement, conversion, and logistics management.
Delivered at Place (DAP) shipping is when the seller delivers the goods to a specified place, but the buyer handles the import duties.

Get a Quote

Fill out this form and our team will get in touch with you within 1 business day.

    Do you currently use a 3PL for order fulfilment?