A Customer-Facing Shipping Guarantee FAQ: Ten Questions to Answer on Your Help Center Page

A customer who sees a Shipping Guarantee option at checkout has questions, and most will not ask them. They will decline the option and move on.

A short, plain help center page answers those questions before they are asked. This post gives you ten, with sample wording you can adapt. Replace the bracketed items with your own policies.

1. What is the Shipping Guarantee?

Sample answer: It is an optional add-on at checkout. If your order is lost, stolen, or arrives damaged, we will make it right with a reship or a refund, directly from us, without you needing to contact the carrier.

2. How much does it cost?

Sample answer: The fee is shown at checkout before you pay, and it is based on [your pricing model]. You can see the total before you confirm your order.

Always show the number. Customers who have to guess the cost assume the worst.

3. Do I have to buy it?

Sample answer: No. It is optional. You can order without it and still receive our standard [return and shipping policies].

4. What problems does it apply to?

Sample answer: It applies when a package is lost in transit, stolen after delivery, or arrives damaged. [List exactly what you resolve.] It does not apply to [list exclusions, such as a wrong address entered by the customer].

Be specific about both lists. Vague promises create disputes. The honest exclusions are what make the included items believable.

5. What happens if my package does not arrive?

Sample answer: Visit [portal link], enter your order number and email, and tell us what happened. We will confirm your resolution within [timeframe] and send a reship or refund.

6. How long do I have to report a problem?

Sample answer: You can report an issue for up to [number] days after the estimated delivery date.

State a number. A window that is not stated feels like a trap.

7. What do I need to provide?

Sample answer: For a missing package, just your order number. For damage, a photo of the package and the item. [Match your own requirements.]

8. Will I get a reship or a refund?

Sample answer: You choose. If the item is in stock, we can send a replacement. If you prefer, we will refund the order [or issue store credit].

9. Does the Shipping Guarantee affect my right to return an item?

Sample answer: No. Returns work as described in our returns policy. The Shipping Guarantee applies to delivery problems, not changes of mind.

10. Who do I contact if I need help?

Sample answer: Email [address] or use the form at [link]. We reply within [timeframe].

Where to place the answers

Put the FAQ in three places:

• A dedicated page linked from the checkout, next to the option.
• A short version in the order confirmation email.
• A link from the delivery tracking page, where customers go when something looks wrong.

Wording to avoid

Customers read legal-sounding language as an escape hatch. Skip jargon that implies a third-party contract and a slow paperwork process. Say what you will do: reship or refund, from us, quickly.

Keep it short and review it quarterly

Every answer should fit on a phone screen without scrolling. Review the page every quarter against your real tickets. If customers keep asking something the FAQ does not answer, add it.

The resolution stays with you

The point of a Shipping Guarantee is that the customer deals with you, not a carrier or a third party. ShipAid's Shipping Guarantee keeps the full resolution inside your own branded experience, and the merchant keeps the revenue. Learn more at shipaid.com.