Shop Promise

If you have delivery dates activated, and you're shipping a product for delivery in five or less calendar days, then you're eligible to have the Shop Promise badge displayed on your online store.

The Shop Promise badge appears beside delivery dates for eligible deliveries that are delivered in five or less calendar days. The Shop Promise badge might be displayed on product pages and throughout the customer checkout experience, which can help build trust and improve conversion rates by letting customers know that their order includes fast and reliable delivery. Shop Promise can also highlight incentives in your store, such as free shipping, when applicable.

For products that ship in two calendar days or less, next-day or two-day delivery messaging will also appear beside the Shop Promise badge.

Shop Promise can also improve conversion rates by letting customers know that your store is committed to reliable and quick deliveries, such as by highlighting free shipping, when applicable.

Eligibility

To activate Shop Promise, you must meet the criteria for delivery dates to display.

Changes to delivery dates

Changes made to an order after the order has been placed might cause the delivery date to change. If the delivery date changes, then you should consider reaching out to your customers to let them know.

Missed delivery dates

There are a few reasons why a delivery might arrive after an estimated delivery date that are outside of SFN's control.

Though our shipping and fulfillment partners work continuously to maintain our delivery service levels, shipments may take longer than usual during the following peak shipping times:

  • the Friday after Thanksgiving in the United States
  • the week of Cyber Monday
  • the first week of December
  • each Monday in December
  • from December 12-25
  • on New Year's eve

The following unexpected events can also cause shipping delays:

  • significant congestion in shipping carrier networks
  • technical errors and incorrect addresses
  • any shipping carrier disruptions outside of the fulfillment networks control

If you can't find the information you're looking for in the SFN app, then you can contact SFN support.

You can submit a shipping claim with Shopify Fulfillment Network (SFN) if you're using Shopify Logistics to fulfill your orders, and an order isn't delivered to your customer by the delivery date promised.

Shop Promise Guarantee

If your customer placed an order that has the Shop Promise badge and their order didn't arrive by the delivery date promised, then your customer can submit a request to receive a prepaid debit card up to the amount of their shipping fee. The cost of the prepaid debit card is paid for by Shopify. Customers can submit only one claim per Shop Promise order. Your customers can learn more about Shop Promise Guarantee by visiting the Shop Help Center.

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