How to write a shipping page customers trust

A shipping page customers trust says when an order leaves, how long it takes to arrive, what it costs by destination, and what happens if something goes wrong. It uses real numbers that match your Shopify rates. Below you will find what to include, a template to fill in and the mistakes to avoid.

Why does this page matter?

Delivery is a decision point. In Baymard Institute’s research (page last updated September 22, 2025), among US shoppers who were not just browsing, 40% left because of extra costs such as shipping and 20% because delivery was too slow. You cannot always be the cheapest or the fastest, but you can be clear before they reach checkout.

Prepare these details first

• Processing time: how many business days between the order and the handover to the carrier.
• Transit time: your carrier’s estimate for each destination.
• Rates: the amounts in Settings > Shipping and delivery, where Shopify manages shipping rates. Shopify notes that this path may change on stores moved to shipping options by market.
• Your cutoff: the time of day after which an order leaves the next business day.
• Customs: whether duties are included or paid by the customer on delivery.

If you do not know a number yet, ask your carrier or supplier. Do not guess. A delivery time you cannot meet creates more problems than a slower one that you can.

A template you can fill in

Replace everything in brackets with your own details, and delete what does not apply.

Shipping

When your order leaves. We prepare orders within [X] business days. Orders placed after [time] on a business day are prepared the next business day. [We do not ship on weekends or public holidays.]

Rates and delivery times. Delivery times start when your order has left us.

Free shipping. Orders over [amount] ship free to [destinations].

Tracking. You receive a tracking link by email when your order leaves us.

Customs and duties. For orders outside [country], [duties and taxes are included in the price / you may have to pay duties and taxes on delivery].

Delays. If your order is delayed, we will tell you by email with a new date. You can cancel an order that has not shipped by writing to [email].

Wrong address or missing parcel. Check your address at checkout. If your parcel does not arrive by [date range], write to [email] with your order number and we will look into it with the carrier.

Keep the page short enough to read on a phone. If you sell in several regions, a table does most of the work.

What are the mistakes to avoid?

• Numbers that disagree. The page says $5, the checkout charges $7. Open both when you change a rate.
• Mixing processing and transit time. “Ships in 3 days” can be read as “arrives in 3 days.” Always say which one you mean.
• Quoting the best case. Use the range you actually see, including your busy periods.
• Different promises elsewhere. Check your product dropdowns and homepage banners against this page.
• Empty sentences. “Fast worldwide shipping” answers nothing. A number does.

What does the law expect?

This is general information, and rules vary by country, so check with a professional for your own case. In the United States, the FTC’s Mail, Internet, or Telephone Order Merchandise Rule says you must have a reasonable basis for any shipping time you state. If you state none, you must be able to ship within 30 days. If you cannot ship on time, you must either get the customer’s consent to the delay or cancel and refund in full.

How do you add it in Shopify?

Shopify offers a shipping policy under Settings > Policies. You can write your own or turn on the automated template, which is built from your store settings. Shopify says these templates are not legal advice and that you are responsible for keeping policies accurate. Policies are published at addresses such as /policies/shipping-policy, and you can add them to a menu under Content > Menus. Link it in your footer, as our launch checklist recommends, and from your product dropdowns. Then cover the other half of the promise with your returns page.

Giving us your terms

Forgefont creates a Shipping and returns page if you give us your terms. We never invent a delivery time: the page says what you tell us, nothing more. Have your rates and times ready, then configure your store.