Frequently asked questions about Shopify Email

What are the spam laws I should be aware of?

The rules, regulations, and laws surrounding spam, such as unsolicited emails sent in bulk, vary depending on your location. Make sure you are familiar with the laws in your region, state, and country before you begin an email marketing campaign.

How much does using Shopify Email cost?

Shopify Email is free to use until October 1, 2020. After that, you can still send a total of 2,500 emails per month for free. If you send more than 2,500 emails per month, you're charged $1 USD for every 1,000 emails sent.

Not all my subscribers were emailed at once. Should I resend the email?

No. If your email list has over 1,000 subscribers, then emails might take some time to reach your entire subscriber list due to a process called batching. Shopify Email automatically sends out emails in batches to help avoid spam filters and improve delivery rates. The time it takes for your emails to send varies by online store, based on factors like delivery rates, bounce rates, and how engaged your subscribers are. Other possible contributing factors include how often your emails are bounced from inboxes, or manually reported as spam.

If your email still hasn’t been fully delivered within 72 hours, then contact Shopify Support.

How do I avoid spam filters?

Bounce rates, abuse complaints, and engagement from your subscribers can all affect whether or not your email is viewed as spam by an email provider. Making sure your emails include relevant content can make a difference, too. See our best practices guide to improve some of your statistics and avoid these issues. If those rates improve, then time between batches also generally tends to decrease, allowing you to send more emails, faster.

Why didn’t everyone receive the email that I sent out?

There could be an issue with your subscriber's email provider or the email might have been filtered as spam and your subscriber didn’t realize it. Other possible factors include that your open rate was too low, or the bounce rate, the "marked as spam" rate, and unsubscribe rates were too high for this email campaign. Due to various factors out of Shopify's control, there's no guarantee that all customers will receive your emails.

How many emails can I send using Shopify Email?

You can send a maximum of five email campaigns per week. This resets every seven days at midnight UTC. You can also currently email up to 20,000 subscribers at a time. If you have more than 20,000 subscribers, then you can create customer groups to target specific subscribers with specific campaigns or to split up your list into smaller groups.

How many emails can I send using Shopify Email?

Until October 1, 2020, you can send a maximum of five email campaigns per week to up to 20,000 subscribers per campaign. You can also create customer groups to target specific subscribers with specific campaigns.

Will my emails send only to people that subscribe to my email marketing list?

Yes, you can only email people who opt in to receiving emails from your business. You will see those customers listed with an Accepts marketing indicator on their customer page. Shopify Email filters out any customers that do not accept email marketing for you.

Will customers be able to see who else is getting the email?

No, all other recipient email addresses are hidden.

How do I email a specific group of customers?

If you want an email marketing campaign to be sent only to a specific group of customers, then you must create and tag customers with order tags, save custom searches, and select these searches as the customer group when creating your email. For more detailed instructions, see our section on targeting customers for email marketing.

Does Shopify Email automatically translate my content?

No, emails are sent only in the language that you write them in.

What symbols, characters, and emojis can I use in my emails?

All international characters, symbols, and emojis are supported by Shopify Email.

What should I include in my emails?

The design, content, and the subject header can all make a difference to a successful email campaign. You can find more tips and tricks for a successful email marketing campaign on our best practices page.

Do I need to include my mailing address in my emails?

Depending on where you’re located, you might need to include a physical postal address in your promotional emails. The CAN-SPAM Act in the USA and the CASL legislation/PIPEDA in Canada are examples of these regulations.

By default, your store's address is included in the footer of your emails. If you don’t feel comfortable sharing your store's address in your emails, then you can rent a PO box from your local post office or UPS store to use as your mailing address. To change the mailing address in your emails, go to Settings > General in your Shopify admin and enter your PO box address as your store's address.

How do I remove someone who doesn't want to be a part of my subscribers list?

Go to the Customer tab in your admin, click on the specific customer you want to change and manually edit their Email Marketing status.

How often should I email my subscribers?

You should send an email at least once a month to your subscribers. Every 14 to 21 days is the recommended time frame to keep your email subscribers engaged.

What is a good open rate?

A good open rate ranges from 20% to 22%.

What are the benefits of enabling confirmed opt-in?

Letting customers opt-in or opt-out for receiving marketing emails will help you create a more engaged subscriber list by preventing uninterested or incorrect email addresses from being added to your email batch. It can take longer to build up your list because some users will inevitably forget to click on the confirmation link sent to them, but subscribers who are genuinely interested in receiving emails from you are the most beneficial to your business.

What will subscribers see if they unsubscribe from your mailing list?

If a subscriber clicks the Unsubscribe link from the email that they receive, then they’ll be redirected to your store and shown a message informing them that they were successful.

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