Shipping Policy for an Online Store in India: How to Write It
A clear shipping policy answers buyers' delivery questions before they ask. Here is what to include, a fill-in outline and the mistakes to avoid.
- A shipping policy tells buyers where you deliver, how long it takes, what it costs and what happens if a parcel is late, lost or damaged.
- Write it from how you actually ship today: your courier, dispatch time, delivery areas, COD rules and charges.
- India's Consumer Protection (E-Commerce) Rules, 2020 expect online sellers to share delivery and shipment details clearly. Read the official text or ask a professional for your exact duties.
- Link the policy in your footer, on product pages and at checkout, and update it whenever your process changes.
A buyer adds a kurti to the cart and then stops. "When will it reach me? Is COD available in my pin code? What if it arrives torn?" If your store does not answer these questions, many buyers simply leave.
A clear shipping policy answers them before they ask. This guide shows you what to include, gives you a simple structure you can fill in, and lists the mistakes that cause disputes later.
Why does an online store in India need a shipping policy?
- Buyer trust. Delivery time and charges are among the first things a buyer checks.
- Fewer disputes. When the rules are written down, "where is my order?" chats are easier to handle.
- Payment gateway review. Gateways review your website before they turn on payments, and many list a shipping or delivery policy among the pages they look for. Check your gateway's own website checklist.
- Consumer rules. The Consumer Protection (E-Commerce) Rules, 2020 ask e-commerce entities and sellers to share delivery, shipment and return details with buyers. The exact duties depend on whether you sell your own stock or run a marketplace, so read the official rules or take advice.
What to include in a shipping policy (checklist)
| Section | What to write | Example |
|---|---|---|
| Delivery areas | Where you ship and where you don't | "We deliver to most pin codes in India. Enter your pin code on the product page to check." |
| Dispatch time | Days to pack and hand over to the courier | "Orders are dispatched within 1-2 working days." |
| Delivery time | A range, not a promise | "Most orders arrive in 4-8 working days after dispatch, depending on location." |
| Shipping charges | Fees and any free-shipping limit | "Free shipping above ₹499. Below that, a flat fee is shown at checkout." |
| Cash on delivery | Availability, extra fee, limits | "COD is available on selected pin codes. A COD fee, if any, is shown at checkout." |
| Tracking | How and when buyers get tracking | "You get a tracking link by SMS/WhatsApp/email once your order ships." |
| Delays | What can delay orders and what you will do | "Festivals, weather or courier issues can delay delivery. We will update you." |
| Damaged or wrong item | How to report and the time limit | "Report within 48 hours with an unboxing video and photos." |
| Failed delivery / RTO | What happens if the buyer is unavailable or refuses | "After failed attempts, the parcel returns to us. Prepaid orders are refunded minus shipping." |
| Contact | How to reach support | Email, phone or WhatsApp and support hours |
The examples above are placeholders. Replace every number with what your courier and your own process can actually deliver.
How to write your shipping policy step by step
Step 1: Write down how you ship today
Before writing a single line, answer these for your own store:
- Which courier or shipping aggregator do you use?
- How many days do you need to pack an order?
- Which pin codes does your courier cover, and which allow COD?
- What does shipping cost you, and how much will you charge?
- Do you ship on Sundays and holidays?
Step 2: Use ranges, not exact dates
"Delivered in 3 days" will be wrong for a remote village pin code. Give a range and say it depends on location. Under-promise and deliver early.
Step 3: Show the total cost clearly
Buyers hate surprise fees at the last step. State shipping and COD fees in the policy and show them on the cart page before payment. The e-commerce rules also expect the total price, with a breakdown of charges, to be shown to buyers.
Step 4: Explain damaged, lost and late parcels
Say how a buyer reports a problem, by when, and what proof you need. Then say what you will do: replace, refund or investigate with the courier. Keep this consistent with your return policy. Our guide to writing a return and refund policy for an online store in India covers that side.
Step 5: Cover COD and failed deliveries
COD orders that come back unopened (RTO) cost you money both ways. Be clear about COD limits, verification calls and what happens if a buyer refuses the parcel. For practical ways to lower RTO, read how to reduce COD returns.
Step 6: Add your contact and grievance details
Give a working email and phone or WhatsApp number, plus support hours. The e-commerce rules talk about grievance officers and contact details, so check what applies to your business type.
Where to show your shipping policy on the store
- Footer: a "Shipping Policy" link on every page.
- Product page: a short line near the Buy button, such as "Dispatch in 1-2 days. Free shipping above ₹499," with a link to the full policy.
- Cart and checkout: shipping and COD fees shown before payment.
- Order confirmation: expected dispatch time and how tracking works.
- FAQ page: the top three delivery questions.
Common shipping policy mistakes
- Copying another store's policy. Their courier, timeline and charges are not yours. Copied policies promise things you cannot deliver.
- "Delivery in 24 hours" everywhere. Fast delivery claims you cannot meet lead to angry buyers and refund requests.
- Hidden fees. A COD fee that appears only at the last step makes many buyers leave.
- No damaged-item process. Without a clear time limit and proof rule, every complaint becomes an argument.
- Never updating it. If you change courier or free-shipping limit, update the policy the same day and change the "last updated" date.
- Policy and checkout don't match. If the policy says free shipping above ₹499 but checkout charges at ₹600, buyers lose trust.
Simple shipping policy outline you can fill in
- Last updated: date
- Where we deliver: areas, pin code check
- Order processing time: dispatch days, holidays
- Delivery time: range by region
- Shipping charges: fees and free-shipping limit
- Cash on delivery: availability, fee, verification
- Tracking your order: how and when
- Delays: reasons and how you will update buyers
- Damaged, wrong or missing items: how to report, time limit, proof
- Failed delivery and returned parcels: what happens and any deductions
- Contact us: email, phone/WhatsApp, hours, business name and address
Final word
A good shipping policy is honest, specific and short. Base it on how you really ship, use delivery ranges instead of promises, show every fee before payment and make the policy easy to find. Then keep it updated as your store grows.
Next step: answer the five questions in Step 1, then fill in the outline above. If you are building a store from scratch, see the live store demo or the Meesho-style shopping store script and check its product page for the pages and features it includes. Whatever you use, replace every demo policy with your own details.
Frequently asked questions
Can I copy a shipping policy from another store?
It is better not to. Another store's courier, timelines and charges are different from yours, so a copied policy can promise things you cannot deliver.
Should I mention exact delivery dates?
Give a range, such as 4-8 working days after dispatch, and say it depends on location. Exact dates are often wrong for remote pin codes.
Is a shipping policy required by law in India?
The Consumer Protection (E-Commerce) Rules, 2020 expect delivery and shipment details to be shared with buyers. Read the official rules or speak to a professional to know exactly what applies to your business.
Where should I show my shipping policy?
Link it in the footer, mention key points near the Buy button and show all shipping and COD fees on the cart page before payment.