Eligibility for Shop Promise
To display Shop Promise on your store, your store must adhere to the following requirements. In some cases, the Shop Promise badge is removed from an order because not all items in your customer's cart are eligible for Shop Promise.
Shop Promise isn't currently supported on storefronts that use Hydrogen.
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Requirements for using Shop Promise
To apply for Shop Promise, your store must first meet all requirements, including delivery standards:
- Have an active subscription to a Basic Shopify plan or higher.
- Have Shop Pay activated.
- Have an active Shopify Payments account.
- Have an active fulfillment location within the United States.
- Use the latest version of Shopify’s features, products, and programs. For example, you might need to update your shipping settings if you haven't already done so.
- Has never violated the Shopify Acceptable Use Policy.
- Ensure that custom shipping rates don't have transit times within the names and have descriptions.
- Meet all of the following delivery standards:
The following order types aren't supported by Shop Promise, or have additional requirements to use with Shop Promise:
- Pre-orders aren't eligible for Shop Promise.
- Subscriptions orders are eligible for Shop Promise only if the initial item is set to fulfill immediately.
- Try before you buy orders are eligible for Shop Promise only if the product is set to fulfill immediately.
If you can't apply after meeting all of the following requirements and you don't know why your store isn't eligible for Shop Promise, then contact Shopify Support.
Shop Promise supported carriers
The following shipping carriers are supported by Shop Promise:
- AxleHire
- Better Trucks
- CDL Last Mile
- DHL Express
- FedEx
- GLS US
- Lasership
- Lone Star Overnight
- OnTrac
- TForce Final Mile
- UPS
- USPS
- United Delivery Service
Delivery standards for using Shop Promise
In addition to the store requirements, there's a set of delivery standards that your store must meet before you can apply for Shop Promise. All the following standards must be met for a period of 30 days for orders in the United States before you can apply for Shop Promise, and must be maintained in order to keep Shop Promise active in your store:
On-time fulfillment
You must mark 90% of orders in the United States as fulfilled within 12 business hours. Business hours are 10:00 am to 6:00 pm in your fulfillment location's time zone, from Monday to Saturday.
To decrease your fulfillment times, increase your capacity during busy periods and ensure that you fulfill orders daily. Learn more about how you can improve your processing times.
Delivery within 5 days
You must deliver 10% of your orders in the US within five days.
You can do any of the following to improve your delivery speeds:
- Fulfill orders within 12 business hours of receiving them.
- Use a faster delivery service for your shipments.
- Establish new fulfillment locations closer to your customer base, either through self-management or with a third-party logistics provider.
- Use order routing logic to ensure that orders are fulfilled from the nearest location to your customer.
Tracking included
You must ensure that 95% of your orders in the United States have tracking numbers from Shop Promise supported carriers. Orders shipped using unsupported carriers are counted against this requirement, and are considered untracked.
Make sure that all of your orders using supported carriers have delivery tracking numbers. When you add a tracking number to an order, the customer's order status page displays real-time shipping updates from the carrier. You can add order tracking numbers before or after fulfilling an order. Learn more about adding tracking numbers to orders.
Affordable shipping
You must charge a shipping cost of less than 15% of your average order value on 90% of your orders.
For example, if the average order placed in your store is $200 USD, then 90% of your orders should have a shipping cost of $30 USD or less. If you need to offset shipping costs, then consider slightly raising the price of your products.