Delivery times, shipping fees and honest shipping promises

Ask anyone who has run a dropshipping store about their biggest headache, and they'll probably say delivery. Customers expect online orders to arrive quickly, with tracking that works. When a supplier is slow to dispatch, a courier loses a parcel or an overseas shipment sits at the border, the customer contacts you, and they're often frustrated.

You can't control every delay, but you can control what you promise. This guide explains how Australian consumer law applies to delivery claims, shipping fees and lost parcels, and how to set realistic expectations. It is general information based on ACCC guidance.

Why delivery claims matter legally

Two parts of the Australian Consumer Law are especially relevant.

Misleading claims

Businesses must not make false or misleading representations, including about delivery. Phrases such as "fast shipping", "ships from Australia" or "delivered in 3–5 days" must be accurate. If most orders actually take several weeks from an overseas warehouse, these claims may mislead customers.

Accepting payment without supplying

The ACL also prohibits a business from accepting payment for goods if it doesn't intend to supply them, or if it fails to supply them within the specified period or, where no period is specified, within a reasonable time. Repeatedly taking orders for out-of-stock items, or leaving customers waiting indefinitely, can breach this rule.

Responsibility for lost and damaged parcels

The ACCC explains that if a business arranges delivery, it is generally responsible for the goods until they reach the customer. In dropshipping, you arrange delivery through your supplier, so a lost or damaged parcel is usually your problem to fix, by sending a replacement or giving a refund. You may then claim from your supplier or the carrier under your agreements.

To reduce losses:

• use tracked shipping, ideally with delivery confirmation;
• offer signature on delivery for higher-value items;
• ask your supplier to use adequate packaging;
• record carrier claims and outcomes.

Showing shipping fees

The ACCC says businesses must display the total price of goods, including compulsory charges that can be calculated, and must clearly disclose delivery charges. Practical tips:

• show shipping costs on product pages or a clear shipping page, not only at the final checkout step;
• explain free shipping thresholds simply;
• avoid surprise "handling fees" added late in checkout.

Setting realistic delivery times

Delivery time has two parts: processing (from order to dispatch) and transit (from dispatch to the customer's door). Many stores only quote transit time, which leads to complaints.

Build estimates from data

1. Collect tracking data from your first orders: order date, dispatch date and delivery date.
2. Separate by region, since metropolitan, regional and remote deliveries differ.
3. Separate by supplier and shipping method.
4. Use the slower end of the typical range, not the fastest delivery you've seen.
5. Review monthly and adjust.

Show it clearly

Overseas shipping

If products ship from overseas, say so clearly. International delivery is usually slower and less predictable, with border screening, carrier handovers and the occasional inspection. Our imports guide explains the border side.

Consider offering a domestic stock option for best sellers if you can, since faster delivery often improves conversions and reduces complaints.

Peak periods and disruptions

Delivery networks get busier around major sales events and the end-of-year holidays, and weather events can disrupt regional deliveries. Add peak-season notices to your store, set order cut-off dates for holiday delivery based on your data, and email customers proactively when you know of delays.

Stock-outs

A common dropshipping problem is selling an item your supplier has run out of. To avoid it:

• use automatic stock syncing where available;
• choose suppliers with reliable stock data;
• set low-stock buffers so items go out of stock on your store before they run out at the supplier;
• if a stock-out happens, tell the customer straight away and offer a refund or a genuine alternative.

Don't hold customers' money while waiting for stock with no clear date.

Communicating with customers

Good communication turns potential complaints into minor inconveniences:

• Confirm every order with a clear summary and expected delivery window.
• Send tracking as soon as it is available, and explain if tracking takes time to update.
• Contact customers first if you learn of a delay.
• Answer quickly when customers ask "where is my order?".
• Resolve, don't stall. If a parcel is clearly lost, replace or refund it.

Measuring delivery performance

Track these numbers for each supplier:

• average and slowest processing time;
• average and slowest transit time by region;
• percentage of orders delivered within your quoted window;
• lost and damaged parcel rate;
• "where is my order" enquiries per 100 orders.

If a supplier regularly misses your quoted window, either adjust your estimates or find a better supplier.

Writing your shipping page

A clear shipping page answers customers' questions before they ask. Include:

• where items ship from, by product or supplier;
• processing time before dispatch;
• delivery estimates by region, with a note about remote areas;
• shipping costs and any free shipping threshold;
• how tracking works and when it becomes available;
• what happens if a parcel is late, lost or damaged;
• peak season and holiday cut-off dates;
• how to contact you about a delivery.

Keep it consistent with your product pages, checkout and order emails. Mismatched information is a common source of complaints.

Key points

Delivery claims must be accurate, and you must not take payment without supplying goods within the time specified or a reasonable time. When you arrange delivery, you are generally responsible until goods reach the customer, so lost parcels are yours to fix. Show total prices and delivery fees clearly, base delivery estimates on real data including processing time, say where products ship from, and communicate early about delays and stock-outs.

Related guides

Read refunds and consumer guarantees, overseas suppliers and imports and pricing and margins.