Shipping & Delivery Management SOP

Purpose

To standardize shipping communication, delivery expectations, tracking status interpretation, and address correction handling to ensure accurate and consistent customer support.

Tools Required

• Shopify Admin Dashboard

• Order Management System (OMS)

• Carrier Tracking Portal

• Customer Email / Phone System

• SharePoint Interaction Log

Step-by-Step Instructions

Process 1: Delivery Timeline Communication

Standard delivery timeframe:

• 3–5 business days (internal benchmark)

Customer-facing estimate:

• 7–10 business days (includes potential delays)

Tip:
Always communicate the 7–10 business day window to set proper customer expectations.

Process 2: Shipping Method Upgrades

• Shipping upgrades (e.g., express shipping) are NOT permitted

• Fulfillment prioritization may be requested but is not guaranteed

Tip:
Avoid promising expedited delivery to customers.

Process 3: “Transmitted to Fulfillment” Status

This status means:

• Order has been sent to fulfillment for processing

• Order has NOT yet shipped

• Tracking information is not yet available

Process 4: Incorrect Shipping Address Handling

If order is NOT yet shipped:

1. Confirm correct address with customer

2. Update address in system

3. Set updated address as default (if multiple addresses exist)

If order is already shipped:

1. Confirm correct address with customer

2. Update address in system (for record accuracy, if applicable)

3. Advise customer to contact carrier directly for redirection or resolution

Process 5: Supported Shipping Countries

We currently ship to the following countries:

• Australia

• Canada

• France

• Ireland

• New Zealand

• United Kingdom

• United States

Important Note:
All international orders must be placed through Shopify only.