What Is A Shipping Policy? (2026 Updated)

If you sell products in New Zealand (or ship to customers here from overseas), your customers will almost always ask the same questions: How much is shipping? How long will it take? What happens if my parcel goes missing?

A shipping policy is where you answer those questions clearly, in writing, before someone clicks “Buy”. It’s a simple document, but it can make a huge difference to your customer experience, your admin workload, and your legal risk.

This guide is updated to reflect current expectations for online retail and consumer transparency, especially as more Kiwi businesses sell through Shopify, marketplaces, and social media.

What Is A Shipping Policy (And Why Do You Need One)?

A shipping policy is a set of terms that explains how you deliver products to customers. It usually lives on your website (often linked in the footer and at checkout) and sets out the practical rules for:

• where you ship (NZ only or international);
• shipping costs and how they’re calculated;
• processing times (how long it takes you to dispatch orders);
• delivery timeframes (estimated shipping times once dispatched);
• tracking and delivery attempts;
• what happens if a parcel is delayed, damaged, or lost;
• how you handle wrong addresses, failed deliveries, and returns-to-sender.

Even if you’re a small business shipping a few orders a week, having these rules written down matters because it:

• sets expectations upfront (fewer complaints and fewer “where is my order?” emails);
• supports compliant advertising (so your delivery promises don’t accidentally become misleading);
• helps prevent disputes by giving you a consistent, fair process to follow;
• makes your brand look more professional, especially if you’re competing with larger retailers.

In practice, a shipping policy often works alongside your Website Terms and Conditions (which cover the wider legal relationship with customers, not just delivery).

When Is A Shipping Policy Legally Important In New Zealand?

Shipping is one of the most common sources of customer frustration. Legally, it’s also an area where businesses can accidentally overpromise or create confusion about rights and responsibilities.

Your Shipping Claims Must Not Mislead Customers

If you advertise shipping timeframes or “guaranteed delivery dates”, you need to be able to back them up. In New Zealand, the Fair Trading Act 1986 prohibits misleading or deceptive conduct in trade. That applies to:

• delivery claims like “next day delivery” or “ships within 24 hours”;
• “free shipping” promotions (where conditions apply);
• statements about shipping delays, stock availability, or dispatch cut-off times.

A solid shipping policy helps you communicate delivery estimates carefully and consistently, which reduces the risk of complaints that your advertising was misleading.

You Still Have Consumer Obligations When Shipping Goes Wrong

If you sell to consumers in NZ, the Consumer Guarantees Act 1993 can apply. While the CGA is mainly associated with faulty goods and services, delivery issues can become part of the dispute if:

• the goods arrive damaged;
• the wrong goods arrive;
• the customer never receives the goods;
• delivery forms part of what was promised as part of the purchase (for example, “delivered by Friday”).

One common mistake is trying to “contract out” of consumer rights with a quick line like “we’re not responsible once it leaves our warehouse”. That kind of blanket statement can cause legal risk (and customer trust issues). The better approach is to be specific about what you will do if something goes wrong, and what you need from the customer (for example, verifying address details).

If You Collect Delivery Data, Privacy Law Also Matters

Shipping requires personal information: names, addresses, phone numbers, emails, sometimes delivery instructions. If you collect and use that data, you’ll generally also need a Privacy Policy that explains what information you collect, why you collect it, who you share it with (for example, couriers and fulfilment providers), and how customers can request access or correction.

This matters under the Privacy Act 2020, which requires you to handle personal information responsibly and securely.

What Should A Shipping Policy Include?

There’s no one-size-fits-all shipping policy. A small handmade business sending parcels twice a week will need something different to a high-volume eCommerce store with same-day fulfilment.

That said, most NZ shipping policies should cover the following key areas.

1) Where You Ship

• Domestic shipping: specify whether you ship across all of NZ, including rural delivery and PO boxes.
• International shipping: list the countries you ship to, and whether duties/taxes are included or payable by the customer.
• Restricted locations or products: for example, oversized items, hazardous goods, or items restricted by carrier rules.

If you use different couriers or shipping products for different regions (for example, North Island vs South Island or rural vs urban), explain that too.

2) Processing Times (Dispatch Time)

Customers often confuse “dispatch” with “delivery”. Your policy should clearly separate the two:

• Processing time = how long it takes you to pack and dispatch the order.
• Shipping time = how long the courier takes after dispatch.

Be honest about your workflow. If you only pack orders on Mondays and Thursdays, say so. If personalised products take 3–5 business days to make, that belongs here.

It can also help to define what a business day is (for example, excluding weekends and NZ public holidays), so your timelines aren’t misunderstood.

3) Shipping Costs And Free Shipping Rules

Customers want to know the total price early. Your shipping policy should explain how shipping is calculated, such as:

• flat rate shipping (e.g. $7.50 nationwide);
• weight-based or size-based shipping;
• live courier rates calculated at checkout;
• free shipping thresholds (e.g. free shipping over $100);
• extra charges for rural delivery, oversized parcels, or signature-required delivery.

Where businesses get caught out is advertising “free shipping” but applying a bunch of conditions that aren’t obvious until later. The simplest rule is: if there are conditions, make them clear before purchase.

4) Delivery Timeframes (And How You Describe Them)

Delivery times are usually estimates. The key is to describe them in a way that’s clear, fair, and not misleading.

Good shipping policies typically:

• provide estimated timeframes by region (e.g. Auckland 1–2 business days, South Island 2–4 business days);
• explain that delivery can be affected by courier delays, weather, peak seasons, and public holidays;
• avoid absolute promises unless you have a reliable system to guarantee them.

If you do offer express shipping or guaranteed delivery, make sure you explain the cut-off times, any exclusions (like rural), and what remedy you offer if you miss the guarantee.

5) Tracking, Authority To Leave, And Delivery Attempts

This section can dramatically reduce customer queries.

Consider including:

• whether tracking is provided for all orders or only certain shipping methods;
• whether you require signature on delivery;
• whether “authority to leave” is available (and the risk implications);
• what happens if the customer isn’t home and the courier leaves a card-to-call;
• what you need the customer to do if tracking shows “delivered” but they can’t find the parcel.

Be careful about shifting all risk to the customer. If you’re offering “authority to leave” as an option, you can explain that this may increase risk, but you should still set out a reasonable dispute process.

6) Wrong Addresses And Returns To Sender

This is one of the most important parts of a shipping policy because it comes up all the time.

Your policy should cover:

• what happens if the customer enters the wrong address at checkout;
• how quickly they must contact you to correct it (before dispatch);
• what happens if the parcel is returned to you (who pays reshipping costs);
• whether address changes after dispatch are possible (and whether extra carrier fees apply).

This isn’t about being harsh. It’s about being clear, so the customer knows what to expect and your team isn’t making it up on the fly.

7) Lost, Delayed, Or Damaged Parcels

Even with great couriers, parcels can go missing or arrive damaged. A shipping policy should explain:

• how long a customer should wait before contacting you about a delay;
• what evidence you might ask for (photos of damage, packaging, etc.);
• your process for lodging a courier investigation;
• whether you will offer a replacement, refund, store credit, or another remedy;
• time limits for reporting problems (reasonable and clearly communicated).

This is also where you align with your broader returns and refunds approach. Many businesses keep their delivery rules in the shipping policy, and put the remedy rules in a separate returns/refunds section, so it’s not all crammed into one page.

How Does A Shipping Policy Fit With Your Other Legal Documents?

A shipping policy isn’t meant to do everything. Think of it as one piece of your eCommerce legal setup.

Depending on how you sell, you might also need:

• E-Commerce Terms and Conditions to cover orders, payments, cancellations, risk transfer, limitations (where appropriate), and dispute processes;
• a Shipping Policy page that focuses on delivery and logistics (written in plain English so customers actually read it);
• a clear returns and exchanges approach, especially if you sell online and customers can’t inspect goods before purchase;
• a Cookie Policy if your website uses tracking cookies/analytics or advertising tools;
• a Privacy Policy if you collect personal information, including delivery details.

The big goal is consistency. If your checkout says “ships in 1–2 days” but your shipping policy says “ships in 5–7 days”, you’re creating confusion (and potential legal risk).

It’s also worth thinking about your supplier and fulfilment relationships. If you rely on a third-party warehouse, dropshipping partner, or courier account, your customer promises should match what those partners can realistically deliver.

Common Shipping Policy Mistakes (And How To Avoid Them)

Most shipping policy problems aren’t caused by bad intentions. They happen because business owners copy a template, forget to update it, or don’t realise the policy has legal consequences.

Using A Generic Template That Doesn’t Match Your Actual Process

If your policy says you dispatch within 24 hours but you’re packing orders after-hours twice a week, that mismatch can frustrate customers and create complaints.

A better approach is to:

• write timelines you can meet consistently; and
• use “estimated” delivery windows (where appropriate) rather than fixed promises.

Trying To Disclaim All Responsibility For Delivery Issues

It’s understandable to want to say “once it leaves us, it’s not our problem”. But blanket disclaimers can backfire, particularly when you’re selling to consumers and the issue relates to what was promised at purchase.

Instead, set out a fair process. For example:

• you’ll help lodge an investigation with the courier;
• you’ll provide a replacement or refund if the parcel is confirmed lost;
• the customer needs to contact you within a reasonable timeframe.

Not Explaining Rural Delivery, PO Boxes, Or Signature Requirements

These details matter in NZ. Rural delivery can take longer and cost more, and some couriers won’t deliver to PO boxes.

Spell it out clearly so customers don’t feel surprised at checkout or after dispatch.

Forgetting To Cover Peak Periods And Cut-Off Dates

If you run sales (like Black Friday) or ship heavily around Christmas, your policy should explain that processing times may increase during peak periods.

If you advertise “order by X date for delivery before Y”, make sure you can support that claim and that you’re clear it’s an estimate unless you’re genuinely guaranteeing it.

Leaving Your Team Without A Clear Process

Even if you’re a one-person business now, clear shipping rules make it easier to delegate later. If you hire staff or customer support, you’ll want consistent written processes that align with your customer-facing promises.

And if you do hire, it’s a good idea to have an Employment Contract in place so roles, responsibilities, and expectations are properly documented from day one.

Key Takeaways

• A shipping policy explains how you dispatch and deliver products, including costs, timeframes, tracking, and what happens if something goes wrong.
• Clear shipping information can reduce customer disputes and help you stay compliant with consumer and advertising obligations under New Zealand law (including the Fair Trading Act 1986).
• Your shipping policy should match what you actually do operationally, especially around dispatch times, rural delivery, and peak-period delays.
• If you collect customer delivery details, you’ll usually also need a Privacy Policy to address how you handle personal information under the Privacy Act 2020.
• A shipping policy works best when it’s consistent with your broader website terms, eCommerce terms, and returns/refunds approach.
• Avoid generic copy-paste policies or overly broad “no responsibility” clauses, as they can create customer trust issues and legal risk.

If you’d like help getting your eCommerce terms and policies set up properly (including a shipping policy that actually matches your business), you can reach us at 0800 002 184 or team@sprintlaw.co.nz for a free, no-obligations chat.