---
name: shipping-policy
description: Writes clear shipping and delivery policies with rate tables, timelines, and international terms. Use this skill when a user needs a shipping policy for their e-commerce store, wants to document delivery timelines, or needs professional shipping and returns documentation for their website.
allowed-tools: Read Write Edit
---

# Shipping Policy

## When to Use This Skill

- User needs a shipping policy page for their online store
- User wants to document their delivery timelines and rates
- User is adding international shipping and needs clear terms
- User needs to address common shipping questions (lost packages, delays, tracking)
- User is setting up their store's legal/policy pages
- User asks about shipping policy best practices

## Core Principle

A SHIPPING POLICY IS A TRUST DOCUMENT — CLARITY PREVENTS SUPPORT TICKETS, AND EVERY AMBIGUITY BECOMES A CUSTOMER COMPLAINT.

## Workflow

### Phase 1: Gather Shipping Details

1. Collect the user's shipping information:
   - Where do they ship from? (city/state/country)
   - Where do they ship to? (domestic only, specific countries, worldwide)
   - What carriers do they use? (USPS, UPS, FedEx, DHL, regional carriers)
   - What shipping speeds are available?
   - What are the rates? (flat rate, weight-based, free threshold, calculated at checkout)
   - Do they offer free shipping? At what order minimum?
   - Average processing time before handoff to carrier?

2. Identify special circumstances:
   - Oversized or heavy items with surcharges
   - PO Box or APO/FPO restrictions
   - Perishable or temperature-sensitive products
   - Hazardous materials restrictions
   - Pre-order or made-to-order items with longer lead times
   - Holiday shipping cutoffs

### Phase 2: Structure the Policy

3. Organize the policy into these sections (in order):
   1. Processing time
   2. Domestic shipping options and rates
   3. Free shipping threshold (if applicable)
   4. International shipping (if applicable)
   5. Order tracking
   6. Shipping delays and issues
   7. Lost or damaged packages
   8. PO Boxes and special addresses
   9. Holiday shipping cutoffs (if relevant)

4. Write each section using:
   - Short paragraphs (2-3 sentences max)
   - Tables for rates and timelines
   - Bold text for critical information
   - Direct, plain language (no legal jargon unless required)

### Phase 3: Write the Policy

5. Follow these writing rules:
   - State processing time SEPARATELY from shipping time
   - Always give a range, not a single number ("3-5 business days," not "5 days")
   - Define "business days" explicitly (Monday-Friday, excluding holidays)
   - Use "estimated" for delivery times — never guarantee a specific date
   - Include what happens when things go wrong (not just the happy path)
   - End with a contact method for shipping questions

### Phase 4: Format and Deliver

6. Format for web publishing:
   - Use H2 headings for each section
   - Add a "Last updated" date at the top
   - Keep total length under 800 words
   - Ensure it works on mobile (short paragraphs, simple tables)

## Example 1: DTC Skincare Brand Shipping Policy

**Input:** "I sell skincare products from Austin, TX. I ship within the US only using USPS and UPS. Free shipping over $50. Processing takes 1-2 days. I need a shipping policy page."

**Output:**

# Shipping Policy

*Last updated: [current month and year]*

## Processing Time

All orders are processed within **1-2 business days** (Monday-Friday, excluding federal holidays). You will receive a confirmation email with tracking information once your order ships.

Orders placed after 2:00 PM CT may not be processed until the next business day.

## Shipping Options and Rates

| Shipping Method | Estimated Delivery | Cost |
|----------------|-------------------|------|
| USPS Priority Mail | 2-4 business days | $5.95 |
| USPS First Class | 4-7 business days | $3.95 |
| UPS Ground | 3-5 business days | $6.95 |
| UPS 2-Day Air | 2 business days | $14.95 |

**Delivery times are estimates and are not guaranteed.** Delivery begins once the carrier picks up your package, not when your order is placed.

## Free Shipping

Orders over **$50** qualify for free shipping via USPS Priority Mail. Free shipping is automatically applied at checkout — no code needed.

## Order Tracking

Once your order ships, you will receive an email with a tracking number. You can track your package on [USPS.com](https://usps.com) or [UPS.com](https://ups.com).

**Please note:** Tracking information may take 24-48 hours to update after your shipping confirmation email.

## Shipping Delays

While we do our best to ensure timely delivery, shipping delays can occur due to:
- Severe weather or natural disasters
- Carrier volume surges (especially during holidays)
- Incorrect shipping addresses

If your order has not arrived within 10 business days of your shipping confirmation, please contact us at support@glowlab.com.

## Lost or Damaged Packages

If your package is confirmed delivered but you did not receive it:
1. Check with neighbors and your building's mail room
2. Contact the carrier directly using your tracking number
3. If unresolved after 48 hours, email us at support@glowlab.com and we will file a claim and either reship your order or issue a full refund

If your order arrives damaged, email us a photo of the damage within 7 days of delivery. We will send a replacement at no cost.

## PO Boxes

We ship to PO Boxes via USPS only. UPS options are not available for PO Box addresses.

## Contact Us

For shipping questions, email **support@glowlab.com** or use the chat widget on our website. We respond within 24 hours on business days.

---

## Example 2: Handmade Jewelry Brand with International Shipping

**Input:** "I make handmade jewelry and ship from Portland, OR. I ship to the US, Canada, UK, and Australia. Everything is made to order so processing takes 5-7 days. I use USPS for everything."

**Output:**

# Shipping Policy

*Last updated: [current month and year]*

## Processing Time

Every piece is **handmade to order.** Please allow **5-7 business days** for your jewelry to be crafted before it ships. Business days are Monday through Friday, excluding US federal holidays.

You will receive an email when your order ships, including a tracking number.

**Custom or engraved orders** may require an additional 2-3 business days.

## Domestic Shipping (United States)

| Shipping Method | Estimated Delivery | Cost |
|----------------|-------------------|------|
| USPS First Class | 4-7 business days | $4.50 |
| USPS Priority Mail | 2-4 business days | $7.95 |

Orders over **$75** ship free via USPS Priority Mail.

## International Shipping

We ship to **Canada, the United Kingdom, and Australia** via USPS First Class International and Priority Mail International.

| Destination | Method | Estimated Delivery | Cost |
|-------------|--------|-------------------|------|
| Canada | First Class International | 7-14 business days | $10.95 |
| Canada | Priority Mail International | 6-10 business days | $18.95 |
| United Kingdom | First Class International | 10-21 business days | $14.95 |
| United Kingdom | Priority Mail International | 6-10 business days | $24.95 |
| Australia | First Class International | 10-21 business days | $14.95 |
| Australia | Priority Mail International | 6-10 business days | $28.95 |

### Customs and Duties

International orders **may be subject to customs duties, import taxes, or brokerage fees** imposed by your country's government. These charges are the responsibility of the recipient and are not included in our shipping prices.

We cannot predict customs fees. Contact your local customs office for information specific to your country.

### International Tracking

Tracking is included with all international shipments. However, tracking updates may be limited once the package leaves the United States and enters your country's postal system.

## Shipping Delays

Handmade items require crafting time. **Total time from order to delivery includes both processing (5-7 days) and shipping time.** For example, a US Priority Mail order may take 7-11 business days total from order to doorstep.

International shipments may experience additional delays due to customs processing. If your international order has not arrived within 30 business days, contact us.

## Lost or Damaged Packages

**Domestic:** If your package has not arrived within 14 business days of shipping, contact us. We will file a claim with USPS and either reship your order or issue a full refund.

**International:** If your package has not arrived within 30 business days of shipping, contact us. Due to the nature of international mail, we ask that you wait the full 30 days before reporting it lost.

If your jewelry arrives damaged, email us a photo within 7 days and we will remake and reship the piece at no charge.

## Contact

For shipping questions, email **hello@lunajewelry.com**. We reply within 1 business day.

## Recovery and Fallback

- If the user does not know their shipping rates, recommend flat-rate tiers: $4.95 economy, $7.95 standard, $14.95 expedited — and suggest they adjust after reviewing carrier invoices for one month
- If the user ships internationally but does not know customs details, include the standard customs disclaimer ("duties and taxes are the responsibility of the recipient") and recommend they check their carrier's international documentation
- If the user has complex shipping scenarios (oversized items, mixed carts with digital + physical), suggest separate sections for each product type
- If the user is unsure about free shipping thresholds, recommend setting it at 20-30% above their current AOV to encourage larger orders
- After 3 failed attempts to gather complete shipping details, write the policy with placeholder brackets for rates and say: "Fill in the bracketed amounts once you confirm rates with your carrier."

## Constraints

- **NEVER** guarantee specific delivery dates — always use "estimated" language
- **NEVER** omit the lost/damaged package section — this is where trust is built or broken
- Always separate processing time from shipping time — customers conflate these and file complaints
- Always define "business days" explicitly (Monday-Friday, excluding holidays)
- International shipping sections must include a customs/duties disclaimer
- Rate tables must show both the method name AND estimated delivery time
- Include a contact method at the end — a policy without a contact is a dead end
- Keep the policy under 800 words for domestic-only, under 1200 words for international
