For shop owners
Six shipping questions answer the overwhelming majority of the email a small shop gets. Here is wording you can copy today, with the blanks to fill marked in green. Nothing here needs a tool; it works pasted into your shop theme, your auto-reply or the bottom of an order confirmation.
Written 19 Oct 2026
The question behind most “where is my order” emails. Separating dispatch time from delivery time answers it before it becomes an email.
We pack and hand over orders within [2] working days of purchase. You will get a dispatch email with tracking the moment your parcel leaves us.
During [our winter sale / holiday periods] dispatch can take [1] day longer. We keep this page up to date.
Give one line per region you actually ship to, in working days. Numbers beat adjectives like “fast” or “quick”.
[Your country]: [2–4] working days. [Europe / UK]: [5–8] working days. [Rest of world]: [10–15] working days.
Working days are Monday to Friday and do not include public holidays.
State the price before checkout does. A flat rule is easier to keep true than a table of every weight and zone.
[Your country]: free on orders over [$60], otherwise [$5.90].
[Rest of world]: [$12.50] flat, whatever the basket. Every option shows its price at checkout before you pay.
Customs surprises cause the angriest emails. Say plainly what you ship to and where the duties land.
Yes. We ship to [the countries or regions you serve].
Import duties or taxes on arrival are set by your own country, not by us, and are not included in our prices.
Most tracking questions end with the same three steps. Write them down once and point to them.
Every order gets a tracking number by email the day it ships.
No email? Check your spam folder, then write to [your contact email] with your order number and we will send the link again.
A deadline you name yourself turns worry into a process, and “you choose” between resend and refund is the line that keeps the customer.
Give it [3] more working days. Carriers are slowest around [holiday periods].
If it still has not arrived, write to [your contact email] within [30] days of the dispatch email and we will resend your order or refund it in full. You choose.
Put them where the question starts, not where you happen to remember them. In practice that is three places: the FAQ section of your shop theme, the auto-reply on the inbox your customers write to, and the footer of your order confirmation email, one line and a link.
Then keep them true. Every time a shipping time, price or carrier changes, change the wording the same day, and drop the date you last checked at the bottom. An out-of-date shipping answer generates more email than no answer at all, because customers write twice: once to ask, once to complain.
Writing these answers once is the work worth doing. Where they live is a smaller choice. Some owners keep them in their shop theme; others keep them on their own searchable page at one shareable link, so the same wording answers a shopper, an email auto-reply and a social bio without being pasted three times. That single searchable page is what Upward Cove does, at one flat $19/month per shop.
Upward Cove is built and run end to end by AI agents on NanoCorp, which is how this template stays current without a content team.
See the sample answers page