Free Shipping Policy Template and Guide by Bezos

December 6, 2023
16 min read

In the bustling world of eCommerce, the devil is often in the details. One such aspect that can make or break your customer experience is your shipping policy. 

If you're an online business owner or manager, you know that a well-defined shipping document isn't just a 'nice-to-have'; it's a 'must-have'. But how do you create one that's both legally compliant and customer-friendly? 

Welcome to the definitive guide on crafting an impeccable shipping policy, brought to you by Bezos, your trusted partner in eCommerce logistics. Let's dive into the essential elements the document needs, how often to update it, and where to display it for maximum impact.

What Is a Shipping Policy? 

In the simplest terms, a shipping policy is a form that clearly outlines the various aspects of shipping and delivery for an eCommerce business. But it is far more than just a piece of paper or a static webpage. It's a dynamic framework that serves multiple purposes:

  • Contractual Agreement: It spells out what the clients can expect when they make a purchase from your online store. This includes details such as transportation methods, costs, and estimated delivery times.
  • Customer Service Tool: By providing all the information upfront, you're answering questions before they're even asked. This not only reduces the burden on your team but also enhances the overall shopping experience.
  • Legal Safeguard: It can protect you against potential liabilities and provide a basis for resolution, as long as the policy is clear, fair, and complies with relevant laws and regulations.
  • Marketing Asset: Offering options like free shipping, fast delivery, or international shipping and highlighting these in your policy can make your online store more appealing to potential customers, acting as a subtle yet effective marketing tool.

Why Is a Shipping Policy Important?

When it comes to eCommerce, many business owners focus on product quality, website design, and marketing strategies. While these are undoubtedly important, the significance of a well-crafted shipping policy often goes unnoticed. 

Here's why overlooking this essential element could be a costly mistake for your online company:

Reduces Cart Abandonment Rates

One of the primary reasons for cart abandonment is unclear shipping information or unexpected costs. Clearly outlining all fees and timelines can significantly reduce this rate. When service users know what to expect, they're more likely to complete their purchase.

Enhances Customer Experience

The customer experience doesn't end when a visitor clicks the 'Buy Now' button; it extends all the way to the moment they unbox their order. Inform them about when they can expect their package, how they can track it, and what steps to take if something goes wrong. This full-circle approach can turn first-time buyers into repeat purchasers.

Builds Brand Credibility

In today's competitive eCommerce landscape, building brand credibility is more important than ever. A well-defined shipping policy is a statement of your business's professionalism and commitment to client satisfaction. It shows that you've thought through the entire customer journey and are transparent about how you handle shipping and delivery.

Facilitates International Sales

If your business ships internationally, you should outline additional costs, expected delivery times, and any customs procedures for such orders. This clarity can make customers more comfortable making a purchase, thereby expanding your global reach.

Streamlines Internal Operations

By setting clear guidelines, you make it easier for your team to handle queries and resolve issues, making it a useful tool for streamlining your internal operations. This can lead to boosted efficiency and lower running costs.

Acts as a Competitive Differentiator

In a market saturated with similar products, your policy could be the factor that sets you apart from competitors. Offering free shipping, same-day dispatch, or hassle-free returns, and clearly stating these in your document can give you a competitive edge.

What to Include in a Shipping Policy?

Creating a shipping policy isn't just about ticking off legal requirements; it's about crafting a document that serves as a comprehensive guide for your customers and your team. Here's a deep dive into the essential components that make up a robust policy:

  1. Shipping Costs and Methods

List out the different shipping methods you offer – be it standard, express, or overnight – and clearly state the costs associated with each. If you offer free transportation over a certain order value, this is the place to highlight it. The aim is to eliminate any surprises that could lead to cart abandonment.

  1. Delivery Timelines

Provide a range of expected delivery times for each method. If you have cutoff times (e.g., "Orders placed after 5 PM will be processed the next business day"), make sure to include those details. This helps customers plan their purchases, especially if they need an item by a specific date.

  1. Shipping Restrictions

Not all products can be shipped to every location due to various factors like legal restrictions, size, or weight. Your policy should clearly outline any such limitations. For example, if you don't ship to P.O. Boxes or certain states or countries, state that explicitly. This prevents any last-minute disappointments and ensures that patrons know their options upfront.

  1. Handling Lost or Missing Packages

Even with the best logistics in place, packages can sometimes go missing or get lost. Outline the steps clients can take in such situations. Provide contact details for customer service and specify the process for launching an investigation into the missing package.

  1. International Shipping

If you offer international shipping, clearly state who is responsible for customs and import duties. Also, provide information on the estimated delivery timelines for such orders, which are often longer due to customs processing. This helps set the right expectations for your global client base.

  1. Returns and Exchanges

Specify the conditions under which returns are accepted (e.g., "Items must be returned within 30 days in original packaging"). Also, outline the process for initiating a return or exchange and how refunds will be processed (store credit, original payment method, etc.). This section is crucial for building trust and encouraging future purchases, as it assures buyers that they have recourse if they're not satisfied with their order.

Where Should You Display Your Shipping Policy?

If your customers can't easily find your shipping policy, you lose the opportunity to build trust and manage expectations. Here's a closer look at strategic locations to display it on your website for maximum impact:

The Footer of Your Website

The footer is often considered the 'utility belt' of a website, housing essential links and information. Placing your policy here ensures that it's accessible from every page on your site, making it easy for patrons to find the information they need at any point during their browsing journey.

Within the Checkout Process

The checkout process is a critical juncture where customers make the final decision to complete a purchase. Displaying information here can alleviate last-minute concerns about costs or delivery timelines, reducing cart abandonment rates. Some businesses opt to include a summary of the policy with a link to the full document for those who want more details.

Product Pages

While not as common, some eCommerce businesses choose to display shipping information directly on product pages. This can be especially helpful for items that have unique conditions or costs. Providing this information upfront can pre-empt questions and simplify the purchasing decision.

FAQ Section

An FAQ section is another excellent place to feature the document or at least parts of it that answer common questions. It can be a handy reference guide for those who have specific queries about shipping and delivery.

Pop-Up or Banner

If you're running a special promotion (e.g., free shipping for a limited time) or have made significant updates to your policy, a temporary pop-up or banner on your homepage can draw immediate attention to these changes.

Customer Service Page

Your customer service page is another logical place to include a link. People who have issues or questions are likely to visit this page, so having the policy accessible here can preemptively answer questions and minimise the workload on your team.

Useful Tips to Optimise Your Shipping Policy

Creating a shipping policy is just the first step; optimising it for maximum impact is where the real magic happens. See below some actionable tips to ensure that your document serves as a powerful tool for customer engagement and conversion:

Optimisation TipWhy It's Important
Use Clear and Simple LanguageLegal jargon can be confusing. Using clear, straightforward language enhances transparency and builds trust.
Incorporate Visual ElementsBreaking up text with bullet points, subheadings, or icons makes the policy more digestible. Infographics or tables can simplify complex information.
Highlight Special OffersProminently displaying special promotions like free shipping or express delivery can incentivise customers to complete their purchases.
Include Real-Life ExamplesProviding real-life scenarios can help clarify procedures and timelines, making the policy more relatable. For instance, you could provide an example timeline for standard versus express shipping.
Add a FAQ SectionA FAQ section within the policy can preemptively address common queries, enhancing user experience and reducing inquiries.
Make it Mobile-FriendlyA sizable portion of online shopping happens on mobile devices. Ensuring your policy is mobile-friendly is crucial for on-the-go accessibility.
Use Internal LinksFor lengthy policies, internal links can improve navigation, allowing customers to jump to specific sections of interest.
Seek Customer FeedbackFeedback can provide valuable insights into what's working and what needs improvement, making your policy more effective.
Test and MeasureUsing analytics tools to track how often your policy is viewed and its impact on buyer behaviour can provide actionable insights for further optimisation.

How Often Should You Update Your Shipping Policy?

As your business expands and evolves, it's vital to periodically review and update your shipping policy. Make sure that it accurately reflects your current capabilities and any changes in your business model. 

Here's when regular updates are essential:

AspectImportance of Regular Updates
Adapting to Market ChangesCosts are influenced by various external factors like fuel prices and carrier rate changes. Periodic reviews allow you to adjust your fees and methods to reflect these market changes.
Regulatory ComplianceLaws related to shipping and eCommerce are continually evolving. Bi-annual reviews help you stay compliant and avoid legal complications.
Technological AdvancementsAs technology advances, new methods may become available. Regular updates allow you to include these new options, enhancing the customer experience.
Seasonal AdjustmentsCertain times of the year may require special shipping considerations. Periodic revisions let you incorporate these seasonal changes, managing expectations effectively.
Customer FeedbackRecurring questions or complaints about your shipping policy indicate areas for improvement. Regular amendments provide an opportunity to address these issues.
Internal AuditsEach review serves as an internal audit, allowing you to assess the efficiency of your operations and implement improvements. This can lead to cost savings and operational efficiencies.

Free Shipping Policy Template

Business owners who operate in the eCommerce space find it essential to establish clear and effective guidelines. This template covers all the essential aspects, from shipping methods to international considerations. Feel free to copy, paste, and tailor this template to fit the individual needs of your online store.

Shipping Methods and Costs

  • Standard Shipping: £5, estimated delivery within 3-5 business days.
  • Express Shipping: £10, estimated delivery within 1-2 business days.

All shipping costs are calculated at checkout based on the weight and dimensions of your order.

Delivery Timelines

  • Same-Day Processing: Orders placed before 2 PM (GMT) are processed and shipped the same day.
  • Weekend and Public Holidays: Please note that we do not process or ship orders on weekends and public holidays. Orders placed during these times will be processed the next business day.

Shipping Restrictions

  • P.O. Boxes: We regret to inform you that we do not ship to P.O. Boxes.
  • Item-Specific Restrictions: Some items in our catalogue may have specific restrictions due to size, weight, or regulatory reasons. These restrictions, if applicable, will be detailed on the individual product pages.

Lost or Missing Packages

If your package hasn't arrived within the estimated delivery time, please follow these steps:

  • Check Tracking Information: Use the tracking number provided in your shipping confirmation email to check the status of your order.
  • Contact Customer Service: If the tracking information doesn't provide clarity, please contact our customer service team at [email].
  • Investigation: We will initiate an investigation into the whereabouts of your package and provide timely updates.

International Shipping

  • Customs and Import Duties: Customers are responsible for any customs and import duties that may apply. These charges are not included in the item price or shipping cost.
  • International Delivery Times: Please note that international transportation may take longer due to customs procedures.

Returns and Exchanges

For information on returns and exchanges, please refer to our [Return Policy]. This section outlines the conditions under which returns are accepted, the process for initiating a return or exchange, and how each one is processed.

Why Choose Bezos for Your eCommerce Logistics Needs?

When it comes to eCommerce, shipping is often the make-or-break factor that influences customer satisfaction and repeat business. That's where Bezos comes in. We're not just a fulfilment provider; we're your strategic partner in success. 

Operating in locations like the UK, Europe, Australia, and New Zealand, as well as the US and Canada, we offer a global reach that few can match. Our mission is to help small and medium eCommerce businesses grow sustainably. 


By providing fulfilment services centred around your products, we save you between one to five hours daily on logistics tasks, allowing you to scale your business. Plus, just imagine what you could do with that extra time – focus on product development, ramp up your marketing, or even relax on a beach. Moreover, with Bezos, you get more than a warehouse; you get a full suite of logistics solutions managed through a single, intuitive portal. 

We also understand the pain points online businesses face:

  • Inventory Management: We offer real-time inventory tracking across multiple locations, making it easier to manage stock levels and avoid overstocking or understocking issues.

  • Scalability: We provide a scalable solution that grows with your business, allowing you to expand into new markets without the logistical headaches.

  • Cost-Efficiency: We help you save £1 to £2 per order and up to 80% on international orders, improving your unit economics.

  • Transparency: We offer end-to-end visibility on all orders through our intuitive portal, ensuring you and your customers are always in the loop.

  • Flexibility: We give the flexibility of no long-term contracts or minimum volumes, allowing you to adapt your logistics strategy as needed.

  • Customer Support: We provide five-star support with a dedicated account manager and a ticket response time of just two hours.

  • Global Reach: We have 63 fulfilment centres in 17 countries, making international expansion easier and more cost-effective.

  • Technology Integration: We seamlessly integrate with over 30 sales channels, including Shopify and WooCommerce, streamlining your operations. 

  • AI Technology: Our proprietary AI technology identifies and resolves any issues before they become a problem for you or your customers.

By choosing Bezos, you're not just opting for a service; you're choosing a partner committed to your business's growth and success. Get your free quote now.


Crafting a robust and transparent shipping policy is not just a legal requirement but a strategic necessity for any eCommerce business. From enhancing buyer satisfaction to improving unit economics, it can significantly impact your business's success. 

To optimise your operations, this article has also provided you with a comprehensive guide and a free shipping policy template to help you navigate the complexities of logistics. Additionally, Bezos, with its cutting-edge AI technology and global fulfilment network, is committed to helping online businesses grow sustainably by addressing key pain points like customer experience, time, and cost-efficiency. 

Ready to take your eCommerce logistics to the next level? Speak to a Bezos expert today.

2 min read

Premium wines delivered reliably and less environmental impact

2 min read

Scaling orders volumes whilst saving time and money on fulfilment