A lost and stolen package policy tells customers exactly what happens when a delivery goes wrong: what you cover, how to file, what you need from them and how you will fix it. Written well, it turns a stressful support thread into a short, predictable process. It also protects you from inconsistent decisions and repeat abuse.
For the full playbook behind each rule, see the order protection guide.
What should the policy cover?
| Section | What to decide |
|---|---|
| Scope | Only orders with shipping protection, or all orders |
| Covered problems | Lost in transit, stolen after delivery, damaged on arrival |
| Exclusions | Wrong address entered at checkout, store pick-up, damage after delivery |
| Filing window | For example, 30 days from the expected delivery date |
| When “lost” starts | For example, no tracking update for 5 business days after expected delivery |
| Evidence | Order number and email; photos for damage |
| Resolution | Refund, reship, store credit, or the customer’s choice |
| Response time | For example, a reply within 2 business days |
| Fair use | A limit on claims per customer, and the right to decline suspected fraud |
What wording should you avoid?
- “Insured” or “insurance” for your own program. If you run self-funded protection, you are not an insurer; say “shipping protection” or “order protection”.
- Promising a refund in every case: say how you resolve claims instead, such as refund, reship or store credit, under the rules above.
- Vague time limits like “soon” or “a reasonable time”; give numbers.
- Blaming the carrier in the policy. To the customer, the store is responsible.
What does a sample policy look like?
Here is a short template. Replace the parts in brackets.
Shipping protection policy
This policy applies to [orders where you added shipping protection at checkout]. We cover packages that are lost in transit, stolen after delivery or damaged when they arrive.
Not covered: orders sent to an address entered incorrectly at checkout, store pick-up orders, and damage caused after delivery.
How to file: use [our claims page / email address] within [30] days of the expected delivery date. Include your order number, the email used for the order and, for damaged items, photos of the item, box and label.
When a package counts as lost: if tracking has not updated for [5] business days after the expected delivery date. If tracking shows delivered, please check with neighbors and allow a day or two first.
How we resolve claims: we reply within [2] business days and make it right with [a refund, a replacement or store credit].
Fair use: we accept up to [2] claims per customer in any 12 months and may decline claims that show signs of fraud.
Prefer to fill in a form? The free claim policy generator builds this policy from your choices and gives you text or HTML to paste into Shopify.
How do you publish and use it?
- In your Shopify admin, go to Online Store > Pages and add the policy as a page.
- Link it from your footer, your protection widget and your claims page.
- Use the same rules in every reply, and point customers to the page.
- Review it every quarter against your real claims and adjust windows or limits.
To see how this works day to day, read what to do when a package is lost. To add protection and a claims page to your store, see Sam Shipping Protection.
Frequently asked questions
What should a lost package policy include?
What is covered (lost, damaged, stolen), what is not, the filing window, the evidence you need, how claims are resolved (refund, reship or store credit), how fast you reply, and any limit on claims per customer.
Should the policy cover orders without shipping protection?
That is your choice. Some stores cover lost packages on every order and keep theft cover for customers who bought protection. Whatever you choose, write it down so every customer gets the same answer.
Where should I publish the policy?
On its own page in your Shopify admin (Online Store > Pages), linked from your footer, your protection widget and your claims page, so customers can read it before paying and when filing a claim.
Part of our guide: Order protection →