Shipping policy page: what online sellers need to disclose

Ask an online seller where their delivery information lives and you often get three answers: a line on the product page, something in the terms, and a number the support team quotes over WhatsApp. None of them agree. A single shipping policy page pulls all of it into one place, so buyers, courier partners and payment reviewers see the same commitments.

Below is a walkthrough of the disclosures such a page normally carries. Consumer protection and e-commerce rules in India expect sellers to display delivery and shipment information along with a route for grievances, so once the page reflects your real operations, ask a qualified lawyer to confirm it covers what your category requires.

Where you deliver

Start with geography, because it decides whether the rest of the page is even relevant to the reader. State whether you ship across India, to selected states, within a city, or internationally.

Be specific about exceptions rather than leaving them for checkout to reveal:

• PIN codes your courier partners do not service, and how a buyer can check theirs
• Remote, hilly or island destinations that take longer or cost more
• Products restricted by category, such as liquids or batteries, which some couriers refuse
• Whether you deliver to offices, hostels and PG addresses
• Whether local pickup from your store or warehouse is available

A PIN code checker on the product page is the friendliest version of this disclosure, but the policy should still describe the rule in words for anyone reading before they shop.

Dispatch and delivery timelines, stated separately

Two different clocks confuse more customers than any other part of delivery. Disclose them as separate figures.

Processing or dispatch time is how long you take to pack the order and hand it to the courier, for example one to two working days. Transit time is how long the courier takes after that, which varies with distance. Give ranges by zone: same city, same state, metro cities, rest of India.

Define "working days" explicitly, including whether Saturdays count and which public holidays you observe. Say what happens to orders placed after your daily cut-off time or on a Sunday, since a buyer ordering at 11 pm expects the clock to have started.

Mention pre-orders and made-to-order goods separately, because those timelines are usually much longer and the product page alone may not carry the detail.

Charges, free delivery thresholds and cash on delivery

Disclose how shipping is priced: flat rate, weight-based, zone-based, or free above an order value. Give the actual numbers, and state whether GST applies to the shipping charge.

If you offer free delivery above a threshold, say whether the threshold is calculated before or after discounts, and whether it still applies if part of the order is later returned. These are the details that generate support tickets.

Cash on delivery deserves its own lines: whether you offer it, in which PIN codes, any order value limits, and any handling fee. If COD orders are confirmed by a call or an SMS before dispatch, say so, along with what happens if the buyer does not respond. Also explain the treatment of repeatedly refused COD parcels if you restrict such accounts.

Courier partners, tracking and proof of delivery

You do not have to name every logistics company, and many sellers simply say they work with reputed courier and logistics partners chosen by destination. What buyers genuinely need is the process:

• When a tracking number is issued and how it reaches them, by email, SMS or WhatsApp
• How long tracking may take to show its first update
• What happens if nobody is available at the address, including the number of delivery attempts
• Whether an OTP or signature is collected at delivery
• How a customer can change the address or the delivery date, and until when

Mention that a parcel marked delivered can occasionally be handed to a neighbour or security desk, and explain how to raise a query in that situation. Being candid about this prevents an unpleasant surprise.

Delays, damaged parcels and lost shipments

Every store has bad weeks. A policy that acknowledges delays honestly is more credible than one that promises perfection.

Delays

List the causes you cannot control: weather, transport strikes, local restrictions, festival season volumes and address problems. State that quoted timelines are estimates from dispatch, and describe how you will keep the customer informed.

Damaged or short deliveries

Give a clear reporting window, commonly within 24 to 48 hours of delivery, and say what you need: photographs of the outer packaging, the label and the item. Advise buyers to refuse a parcel that is visibly tampered with, and record the process you follow after a report.

Lost in transit

Explain when a shipment is treated as lost, the investigation period with the courier, and the resolution offered: replacement or refund. Give a realistic number of days rather than leaving it open-ended.

How shipping connects to returns and support

The shipping page should hand over cleanly to your other policies rather than repeating them. Link to the refund and cancellation policy for return eligibility and refund timelines, and keep the two consistent on reverse pickup.

Cover the shipping-specific parts here: whether a reverse pickup is arranged or the buyer must self-ship, who pays that cost in each situation, and whether the original delivery charge is refunded when the fault was yours.

Finish with a grievance contact: a name or role, an email address, a phone number and a response time. Publish the page in the footer and link it from the product page and checkout so buyers see it before paying.

Audit your delivery promises this week

Open your product pages, your shipping policy and your last ten order confirmation emails side by side. Note every timeline, charge and threshold, and circle the contradictions. Most sellers find at least one promise that operations stopped honouring months ago. Correct the page to match reality, then correct operations where reality is not good enough.

If your store needs PIN code checks, zone-based shipping rules or tracking notifications wired in properly, our team can build that as part of an online shopping portal project.

Frequently asked questions

Do I need a shipping policy if I use a marketplace's logistics?

If you also sell from your own website, yes. Your site must explain how orders placed there are delivered, even when the same warehouse or courier handles both channels.

Should I promise a delivery date or a date range?

A range is safer and usually accurate enough, provided you say when it starts. Promising an exact date is only sensible if your courier commits to it and you can absorb the consequences of missing it.

Can I change shipping charges without updating the policy?

Update the page whenever the charge or threshold changes, and keep a revision date at the top. Customers who checked yesterday will otherwise expect yesterday's rate, and gateway reviewers treat outdated pages as a warning sign.

What should the policy say about international orders?

If you ship abroad, disclose the countries served, indicative transit times, and that customs duties or import taxes are payable by the recipient. If you do not, say so plainly so overseas buyers do not attempt to order.