A shipping policy reduces "product not received" chargebacks by setting clear expectations: processing times, carriers, tracking, signature requirements, and what happens when packages are delayed or marked delivered. For peptide merchants, delivery-related disputes are one of the top chargeback categories — and a clear policy is the most cost-effective prevention tool.
Why Shipping Policies Matter for High-Risk Merchants
Delivery confusion is one of the top drivers of chargebacks in peptide ecommerce. When customers do not know when to expect their package, do not receive tracking, or do not understand what to do if something goes wrong, they bypass customer support and file a bank dispute.
For peptide merchants specifically, shipping issues are amplified by:
- Higher average ticket sizes — a $150+ order feels worth disputing when tracking is unclear
- Customer anxiety — peptide buyers may already be uncertain about the category, making them quicker to dispute
- Longer processing times — research products sometimes take longer to ship than standard ecommerce, which creates expectation gaps
- International shipping complexity — customs holds, longer transit times, and limited tracking visibility increase "not received" claims
A clear shipping policy addresses all of these issues before they become chargebacks.
Shipping Policy Template (Adapt to Your Business)
Processing time
Use specific language:
> "Orders are processed within [1-3] business days. Orders placed on weekends or holidays are processed the next business day."
Avoid vague statements like "orders ship quickly" or "processing times vary." Customers need specific expectations.
Tracking information
> "A tracking number is emailed to you once your order ships. Please allow up to 24 hours for tracking to update after the shipping label is created."
Set the expectation that tracking may not show movement immediately — this prevents premature "where's my package?" inquiries.
Delivery timelines
Provide ranges based on shipping method:
> "Standard shipping: 3-7 business days after shipment." > "Expedited shipping: 1-3 business days after shipment." > "Delivery times are estimates and may vary during peak seasons or carrier delays."
Always include a disclaimer for delays — this sets realistic expectations without overpromising.
Signature requirements
> "Orders above $[150/200] require signature confirmation upon delivery."
Signature requirements protect you from "item not received" chargebacks on higher-value orders. The threshold depends on your average ticket size.
Address accuracy
> "Customers are responsible for providing accurate shipping addresses. Orders shipped to incorrect addresses due to customer error may not be eligible for reshipment or refund."
This protects you from disputes caused by address mistakes while still being fair to customers.
Restricted shipping areas
For peptide merchants, this section is important:
> "We currently ship within the United States. International shipping availability varies by destination and product. Some products may not be available for shipment to certain states or countries due to regulatory restrictions."
Be specific about any states or countries you do not ship to. This transparency reduces order confusion and potential compliance issues.
Customs and international orders (if applicable)
If you ship internationally:
> "International orders may be subject to customs duties, taxes, or import fees imposed by the destination country. These charges are the responsibility of the recipient and are not included in the order total." > "International shipments may experience customs delays that are outside our control. We are not responsible for delays caused by customs processing."
Delays and lost packages
This section prevents chargebacks by giving customers a clear path when things go wrong:
> "If your package has not arrived within [X] business days of the estimated delivery date, please contact our support team. We will investigate with the carrier and work with you to resolve the issue." > "If a package is confirmed lost by the carrier, we will reship your order or issue a full refund at your choice."
The key: give customers a resolution path that does not involve their bank.
Dispute Prevention Add-Ons (Highly Recommended)
Checkout notice
Add a brief note at checkout:
> "All orders include tracking and delivery confirmation. Signature may be required for orders above $[X]."
This sets expectations before the customer completes their purchase.
Order confirmation email
Include in every confirmation email:
- Estimated processing time
- When to expect tracking
- Link to your shipping policy
- Support contact information
Shipping notification email
When the order ships, send an email with:
- Tracking number and carrier link
- Estimated delivery date
- What to do if the package does not arrive
- Support contact for questions
These proactive communications dramatically reduce "where is my order?" disputes.
How Shipping Policies Support Your Larger Payment Strategy
A clear shipping policy works alongside other elements of your payment stability framework:
- **Refund policies** — handle disputes after delivery
- **Billing descriptors** — reduce "unrecognized charge" disputes
- **Fraud prevention** — block illegitimate orders before shipping
- **Website compliance** — the full set of pages underwriters expect to see
Together, these elements create the dispute prevention framework that keeps your peptide merchant account stable and your chargeback ratio low.
{{CTA:Get a Shipping Policy Review:Not sure if your shipping policy meets underwriting standards? Contact Unison for a free compliance review before your merchant account application.:/contact}}
Next Steps
If "item not received" is showing up in your chargeback data, your shipping policy and communication workflow need attention. Use the template above as a starting point and adapt it to your specific business model.
Learn more about peptide payment processing: Peptide Payment Processing.
*Disclaimer: This template is for informational purposes and should be adapted to your specific business model and legal requirements. It does not constitute legal advice.*