Alex is Sprintlaw’s co-founder and principal lawyer. Alex previously worked at a top-tier firm as a lawyer specialising in technology and media contracts, and founded a digital agency which he sold in 2015.
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If you’re launching or growing an online store in Australia, a clear shipping policy is one of the simplest ways to build trust and reduce headaches.
Shipping sits at the heart of ecommerce. Customers want to know when their order will arrive, what it costs, how to track it, and what happens if things go wrong.
Getting this right helps you set realistic expectations, meet your legal obligations, and keep support queries under control. Getting it wrong can lead to complaints, chargebacks and potential breaches of consumer law.
In this guide, we’ll walk through what a shipping policy is, what to include, how to draft and publish it, and a sample policy you can adapt to your store. We’ll also flag key Australian Consumer Law (ACL) points so your terms are transparent and legally sound.
What Is A Shipping Policy?
A shipping policy is a short, plain-English statement on your website that explains how you handle delivery of orders. It usually sits alongside your other website legal pages and customer terms (for example, your Website Terms & Conditions and Terms of Sale).
Think of your shipping policy as a roadmap for fulfilment. It sets out where you ship, how long dispatch takes, estimated delivery timeframes, carriers used, shipping fees, tracking, and what happens if an order is delayed, lost or arrives damaged.
It’s more than a customer service page. In Australia, clear and accurate information about delivery helps you comply with the ACL and manage risk if something goes off-track.
Why Your Online Store Needs A Clear Shipping Policy In Australia
Whether you’re a startup, a growing D2C brand or a marketplace, a tailored shipping policy makes day‑to‑day operations easier and reduces disputes.
- Sets expectations: Your customers know the costs, cut‑off times, and delivery windows before they buy.
- Supports ACL compliance: You must not mislead customers about delivery. The ACL requires that representations about timeframes are accurate and that you honour consumer guarantees. Stating realistic timeframes and processes helps you meet these obligations.
- Streamlines support: Fewer “Where is my order?” tickets when tracking, delays and remedies are clearly explained.
- Builds trust: Transparent policies help your brand look professional and reliable.
- Guides your team: As you scale, clear processes reduce internal confusion and improve consistency.
A quick reminder on privacy: many ecommerce businesses display a Privacy Policy to explain how addresses, contact details and tracking data are handled. Under the Privacy Act, some small businesses under $3 million annual turnover are not legally required to have a Privacy Policy unless they meet certain criteria (for example, they trade in personal information or are a health service provider). Even so, most online stores choose to publish one because it’s best practice and expected by customers. If you need one, Sprintlaw can prepare a tailored Privacy Policy and a complementary Cookie Policy for your website.
What To Include In A Shipping Policy Template (Australia)
No two businesses are the same, but most Australian shipping policies cover similar core topics. Use the list below as your checklist and customise the details to match your operations and carriers.
Delivery Locations And Restrictions
- Where you ship (e.g. Australia‑wide, PO Boxes, Parcel Lockers, remote locations).
- Any restrictions (e.g. bulky or dangerous goods, age‑restricted items, items that cannot travel by air).
- If you ship internationally, which countries are available and any exclusions.
Processing And Dispatch Times
- How long it usually takes to pick, pack and hand orders to the carrier after payment clears.
- Daily cut‑off times and the days you dispatch (e.g. Monday–Friday, excluding public holidays).
Estimated Delivery Timeframes
- Standard and express estimates by region (metro, regional, remote), emphasising they’re estimates provided by carriers.
- Peak season notes (e.g. public holidays, Christmas) and events outside your control (e.g. floods, strikes).
- Avoid promising what you can’t control - make it clear these are indicative windows.
Shipping Fees
- How you calculate shipping (flat rate, weight or destination‑based, free over a threshold).
- Any surcharges (e.g. bulky or remote area fees).
- Whether express options are offered and the associated cost.
Carriers And Tracking
- Which carriers you use (e.g. Australia Post, CouriersPlease, Sendle) and whether customers can choose the method.
- How tracking works and where customers will receive their tracking link.
- What to do if tracking shows “delivered” but the parcel is missing.
Lost, Damaged Or Delayed Parcels
- When an order is considered “lost” (e.g. after a set number of business days past the latest estimate).
- How customers should report damage or non‑delivery (timeframe, photos, claim process).
- Remedies you offer in line with the ACL - for example, repair, replacement or refund depending on whether there’s a major or minor failure.
Authority To Leave (ATL)
- Whether customers can request ATL and how they do it.
- Clarify that once a parcel is delivered to the address (as recorded by the carrier) under ATL, risk of loss may pass to the customer - however, your ACL obligations and any non‑excludable rights still apply.
International Shipping (If Applicable)
- Eligible destinations, estimated timeframes and service levels.
- Customs, duties and taxes - typically payable by the recipient, and calculated by the destination country.
- Any items you cannot ship internationally due to carrier or local restrictions.
Changes, Cancellations And Address Errors
- Whether orders can be edited or cancelled after checkout, and the cut‑off time.
- What happens if a customer enters an incorrect address (e.g. redirect fees or reship charges).
Contact Details
- How customers can contact you about shipping (email, phone, helpdesk) and your response times.
It’s also a good idea to cross‑reference your shipping policy with your returns and remedies process in your Terms of Sale and any Warranties Against Defects documentation if you offer one, so everything is consistent.
Step‑By‑Step: Build And Publish Your Shipping Policy
Follow these practical steps to go from a blank page to a live, reliable shipping policy your team and customers can rely on.
1) Map Your Fulfilment Process End‑To‑End
- List each step from order confirmation to delivery: picking, packing, labelling, handover to carrier, tracking, and delivery notifications.
- Note your carriers, service levels and daily cut‑off times.
- Identify limitations (e.g. fragile items, temperature‑sensitive goods, regional delays).
2) Choose A Fees And Timeframe Model That You Can Deliver
- Decide on free‑shipping thresholds, flat vs calculated rates, and whether you’ll offer express.
- Benchmark realistic delivery windows using your carriers’ current performance, then add a buffer for peak periods and events you can’t control.
- Be careful with marketing claims - under ACL rules on misleading or deceptive conduct, “express” should genuinely be faster and claims like “next business day” need to be accurate for the locations you advertise.
3) Draft Your Shipping Policy In Plain English
- Use clear headings and short paragraphs so customers can scan and find answers quickly.
- Avoid jargon. If you need to use a term (like Authority To Leave), add a one‑line explanation.
- Keep the tone consistent with your other website terms. If you need help aligning this with your Website Terms & Conditions, our team can assist.
4) Check Compliance With Australian Consumer Law
- Make sure delivery timeframes and carrier descriptions are accurate and not misleading.
- State that timeframes are estimates only and that delays outside your control can occur - but don’t use this to avoid your obligations. Consumer guarantees can’t be excluded.
- Outline remedies consistent with the ACL: for failures that are not major, you may choose to repair, replace or resupply; for a major failure or where you can’t supply within a reasonable time, customers can choose a refund or replacement.
5) Publish, Link And Keep It Updated
- Publish the policy on a dedicated webpage (commonly a footer link titled “Shipping”).
- Reference it during checkout and in order confirmation emails next to your Terms of Sale.
- Review it regularly. Update it if you change carriers, fees, delivery zones or cut‑off times, or if patterns of delays emerge.
If your store is scaling or has complex needs (for example, split shipments, bulky goods or international compliance), it’s sensible to get tailored advice from an ecommerce lawyer so your documents keep pace with your operations.
Sample Shipping Policy Template (Australia)
Use this sample as a starting point. Replace placeholders and adjust the wording to reflect your exact carriers, timeframes and processes. Ensure it aligns with your other customer‑facing terms.
Shipping Policy
Where We Deliver
We ship Australia‑wide to residential, business and PO Box addresses. We currently do not offer international delivery.
Processing Times
Orders are picked and packed within 1–2 business days after payment clears (Monday–Friday, excluding public holidays). Orders placed after our daily cut‑off or on weekends/holidays will be processed the next business day.
Estimated Delivery Timeframes
Standard: 3–7 business days for most metro areas (regional and remote may take longer).
Express: 1–3 business days for most metro areas (regional and remote may take longer).
Delivery timeframes are estimates provided by our carriers and can be affected by factors outside our control (e.g. peak periods, weather events).
Shipping Fees
Standard shipping: $10 per order.
Express shipping: $18 per order.
Free standard shipping on orders over $100 (after discounts). Bulky/remote area surcharges may apply (shown at checkout).
Carriers & Tracking
We use Australia Post and selected courier partners. Once your order has shipped, you’ll receive an email with a tracking link.
Authority To Leave (ATL)
If you select ATL at checkout, the carrier may leave your parcel in a safe place at the delivery address. Once the parcel is delivered as recorded by the carrier, the risk of loss may pass to you. This does not limit your rights under the Australian Consumer Law.
Late, Lost Or Damaged Parcels
If your order has not arrived within 10 business days of the latest estimated date, or arrives damaged, please contact us at support@.com.au with your order number and photos (if applicable). We’ll work with the carrier to investigate.
Where required by law, and depending on the circumstances:
• for non‑major issues we may arrange a repair, replacement or resupply; or
• for a major failure, or if we cannot supply the goods within a reasonable time, you may choose a refund or replacement.
Order Changes & Address Errors
We begin processing orders quickly. If you need to change or cancel an order, contact us as soon as possible. We can’t guarantee changes once an order has been picked or shipped. If an incorrect address was provided, redelivery or return fees may apply.
Questions
Need help with your delivery? Contact us at support@.com.au or .
Important notes:
- “Estimates” shouldn’t be used to excuse avoidable delays. If a delivery becomes unreasonably late, you may need to provide a remedy compliant with the ACL.
- Authority To Leave does not “wipe” your responsibilities - customers still have non‑excludable rights under the ACL if goods don’t arrive, arrive damaged, or there’s a major failure.
- International shipping (if you add it later) should clearly explain that duties and taxes are set by the destination country and are typically payable by the recipient. This information is general in nature and not tax advice - customers should check local import rules before ordering.
How Your Shipping Policy Fits With Your Other Website Terms
Your shipping policy is one piece of a broader legal toolkit for online retail. Keep it consistent with the rest of your customer‑facing documents:
- Website Terms & Conditions: Sets the rules for using your site and limits your liability appropriately. This often links to your shipping and returns pages in the footer. See Website Terms & Conditions.
- Terms Of Sale: The contract for purchases, covering pricing, payment, delivery, risk, title and remedies. Your shipping policy should mirror the delivery promises in your Terms of Sale.
- Privacy And Cookies: Explain how you handle personal information, shipping addresses and tracking data with a Privacy Policy and Cookie Policy (even where not strictly required, these are best practice for ecommerce).
- Warranties & Returns: If you provide a voluntary warranty, it must include specific wording to comply with the ACL, often documented in a Warranties Against Defects policy.
Keep your policies short, consistent and written for humans. If something changes operationally (for example, a new carrier or fee), update all affected pages at the same time.
Common ACL Issues To Watch For (And How To Avoid Them)
Most shipping‑related disputes can be avoided with accurate wording and realistic processes. These are the ACL pressure points we see most often in ecommerce:
- Over‑promising delivery windows: Avoid headline claims like “delivery in 24 hours Australia‑wide” unless your carriers truly support that promise in all areas you advertise. If you use “express,” it should reasonably be faster than standard.
- Silence about delays: If a delay becomes apparent, proactive communication helps manage expectations. Don’t wait for support tickets to escalate.
- Ambiguous ATL wording: Make it clear what ATL means and how risk is handled, without trying to exclude non‑excludable ACL rights.
- Inconsistent policies: Conflicts between your shipping page and your Terms of Sale can be confusing and may work against you in a dispute. Keep them aligned.
- Misleading site copy: Graphics, banners and product pages are also “representations.” Ensure shipping badges and timelines in your marketing aren’t misleading under section 18 of the ACL.
If you’re unsure whether a claim is safe to make, err on the side of clarity and accuracy, or get a quick review from an ecommerce lawyer before publishing.
Key Takeaways
- A shipping policy is essential for Australian ecommerce - it sets clear expectations, reduces support queries and supports ACL compliance.
- Cover the basics: where you ship, dispatch times, estimated delivery windows, fees, tracking, lost/damaged processes, ATL, international rules and contact details.
- Keep claims about delivery realistic and accurate. The ACL prohibits misleading statements and your consumer guarantees can’t be excluded.
- Align your shipping page with your Terms of Sale, Website Terms & Conditions and privacy content so everything tells the same story.
- Privacy policies aren’t automatically mandatory for every sub‑$3m business, but most online stores still publish a Privacy Policy and Cookie Policy as best practice.
- Update your shipping policy as your carriers, timeframes or fees change, and seek advice if you offer complex or international shipping.
If you’d like a consultation on creating or reviewing a shipping policy template for your Australian ecommerce business, you can reach us at 1800 730 617 or team@sprintlaw.com.au for a free, no‑obligations chat.
