Shipment delay email to a customer: four you can copy

Short answer

A shipment delay email to a customer should tell them early, say what happened in one fact, give a new date if you have one, and offer a way out. Do not wait for them to ask.

Last checked: 5 October 2026. Written and tested by Pro Skill Packs: how we test.

4 emails you can copy

Four emails for four kinds of delay. Each one gives a next step you can really take. Replace every [BRACKET] with a real fact.

The order has not shipped yetSubject: A delay with order [ORDER NUMBER]Hi [FIRST NAME], Your order [ORDER NUMBER] is delayed. The [PRODUCT] is [WHAT HAPPENED, ONE FACT]. I now expect to ship it on [DATE]. I will send the tracking when it leaves. If you would rather not wait, reply to this email and I will cancel and refund you in full. [YOUR NAME]
It shipped but tracking has stoppedSubject: Where is order [ORDER NUMBER]?Hi [FIRST NAME], Your order shipped on [DATE] with [CARRIER]. The tracking has not moved since [DATE]. I have asked [CARRIER] what is happening, and I will write to you again by [DATE]. Tracking: [LINK]. If it has not arrived by [DATE], I will [SEND A REPLACEMENT OR REFUND, WHICHEVER YOU WILL REALLY DO]. [YOUR NAME]
A busy period or a supplier problemSubject: Your order [ORDER NUMBER] will be a little lateHi [FIRST NAME], Orders are taking [NUMBER] days longer than usual because [REASON, FOR EXAMPLE A SALE OR A SUPPLIER ISSUE]. Your order [ORDER NUMBER] should leave us by [DATE]. Thank you for waiting. If that is too late for you, tell me and I will refund you. [YOUR NAME]
A gift that will miss its dateSubject: About your order for [OCCASION]Hi [FIRST NAME], I know you wanted the [PRODUCT] for [OCCASION] on [DATE], and I cannot promise it by then. I am sorry. Here is what I can do: [OPTION 1, FOR EXAMPLE A PRINTABLE GIFT NOTE], [OPTION 2, FOR EXAMPLE FASTER SHIPPING AT MY COST], or a full refund. Please tell me by [DATE] which you would like. [YOUR NAME]

What to avoid

Do not write "any day now" if you do not know. Give a date you can keep, or say when you will next update them.
Do not go quiet. Customers see the tracking. Hearing it from you first is better than finding out.
Do not blame the carrier unless it is true. Say what happened, in one fact.
Do not bury the way out. If the delay is long, say they can cancel and get the money back.
Do not offer a discount or credit you have not decided to give.

Official pages. Rules differ by country. Not legal advice: check the rules that apply to you.

United States: FTC: Business guide to the Mail, Internet, or Telephone Order Merchandise Rule. The US rule for late orders: if you cannot ship in the time you stated, or within 30 days if you stated none, you must tell the customer and ask whether they agree to wait. Without their consent you cancel and refund. Other countries have their own rules. Read 5 October 2026.

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What the paid tool adds

The emails above are free. The tool writes the shipping replies for your own store, from your own policies.

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What you give it: Your store address, or the text of your refund and shipping policies.

What you get: Ready-to-import replies built from your own policies, starting with the hard cases: stuck in transit, delivered but not received, address changes and cancellations. It flags where your policy and your FAQ disagree.

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Questions people ask

How soon should I tell the customer?

As soon as you know. Tell them before they have to ask.

Should I always offer a refund?

Offer a way out whenever the delay is long or you have no new date. In the US the rule above may require it.

Should I give a discount for the wait?

That is your choice. A clear new date and an easy way out usually matter more than a discount.

What if I do not know the new date?

Say so, and say when you will write again. Then write on that day, even if there is no news.

Can I send one email to everyone?

For a shop-wide delay, yes, with each order number filled in. Change the first line to fit the person.

Sources

FTC: Business guide to the Mail, Internet, or Telephone Order Merchandise Rule, read 5 October 2026