Shipping Delay Email Generator
Write an honest delay notice with the customer's options spelled out, plus a text version and a support reply to cut “where is my order” tickets.
Three pieces, one message
- The email: says it's delayed in the first sentence, gives the reason and the new date, lists the customer's options, and apologizes once.
- A text version for customers who get SMS updates, with a character count.
- A support reply your team pastes when someone asks where their order is, so everyone gives the same answer.
Most “where is my order” tickets come from silence. Telling customers first, with a date and a link to their order status, answers the question before they ask it.
The FTC delay rule, built in
In the US, the FTC's Mail, Internet, or Telephone Order Merchandise Rule applies to online orders. You must ship within the time you stated, or within 30 days if you didn't state one. If you can't, you must ask for the customer's consent to the delay and offer to cancel with a full, prompt refund. The tool writes the options to match your choices:
| New ship date | What the email says |
|---|---|
| Within 30 days of the original | The new date, the right to cancel for a full refund, and that no reply means you'll ship on the new date |
| More than 30 days later | The new date, the right to cancel, and that you'll keep the order only if they tell you they'll wait |
| No new date yet | The reason, that they can cancel any time before it ships, and that you'll keep the order only if they agree |
| Already shipped | Tracking and the carrier's estimate. No option notice, because it has shipped |
Refunds go back to the original payment method. The rule doesn't allow store credit in place of a required refund. If you miss the new date too, send another notice, and this time silence doesn't count as consent. Check the FTC's business guide for the details that fit your case.
Sending it
- 01
Find the affected orders
In Shopify, go to Orders, filter to unfulfilled orders and search for the delayed product. In WooCommerce, filter Orders by status.
- 02
Shopify
Send the notice from your email tool or help desk to the affected customers. Export the filtered orders if you need a list to upload.
- 03
WooCommerce
For a few orders, open each one and add the email as an order note set to Public note to customer: WooCommerce emails it straight away. For many, use your email platform.
- 04
Save the reply
Add the support reply as a saved reply or macro in your help desk.
Questions people ask
What should a shipping delay email say?
That the order is delayed, why, the new date (or that you don't have one yet), what the customer can do, and how to reach you. Put the delay in the first sentence.
Do I have to offer a refund for a delayed order?
In the US, if the order hasn't shipped by the time you promised, the FTC's rule requires you to offer cancellation with a full, prompt refund. Elsewhere, check your local consumer rules.
Should I offer compensation?
It's optional. A discount on the next order, a free shipping upgrade or a small gift can soften a long delay. Choose one under Goodwill gesture, or None.
What if the order is stuck with the carrier?
Pick Shipped, delayed in transit. The email shares tracking and the carrier's new estimate, and says what happens if it still doesn't arrive.
What if a customer replies angry?
Use the support reply, or write a tailored answer with the customer service reply generator.
Related tools
Want this builtinto your store?
I'm Emmanuel, a Shopify and WooCommerce developer. If this tool pointed at something you'd rather have fixed for you (a faster store, cleaner product data, a migration, a custom feature), send me a note.
Emmanuel Asika
Shopify & WooCommerce developer, Dublin
I build and fix online stores: new builds, migrations, speed, SEO and the custom bits apps can't do.
Last reviewed 30 September 2026.
Sources: FTC: Business Guide to the Mail, Internet, or Telephone Order Merchandise Rule · FTC: CAN-SPAM Act compliance guide for business · WooCommerce: View, edit or add an order