As online shop owners, we all know that the end of season filled with sales, is bitter sweet. We also know that it can be far more bitter than sweet if our customers order too late for an occasion or holiday delivery.
The shipping services (USPS, etc.) aren’t the only ones who experience difficulties keeping up and facing deadlines! I am hopeful that at least some of this will help with your holiday season this year.
In addition to my supply shop, I have a shop that requires a longer processing time. For this shop, it is important that my customers know that as of (12/xx), new orders will likely not arrive prior to Christmas. It’s kind of sad, goodness knows sales are a good thing, but this is about serving my customers and keeping their expectations in line with my abilities.
Despite a well set-up shipping profile, there are always late orders, and customers asking if I can’t rush their order. I can’t, and I really don’t like having to say no.
Pro tip:
If you’re not already using them; Create an email or two now. Set them up as templates and have them ready to edit and respond to issues and requests. Email templates are a great time saver!
Quick Suggestion:
Choose one realistic order-by date and/or processing time. Explain whether it means ready to ship, ready for pickup, or expected delivery, and repeat it anywhere a customer may decide to buy.
Set a Deadline You Can Actually Meet
Your order deadline is not simply the carrier’s last recommended mailing date. You still need time to make or prepare the product, receive personalization details or proof approval, package it, and get it to the carrier.
For local pickup, replace transit time with the time needed to finish and arrange the pickup. For custom orders, include time spent waiting for the customer. If approval arrives late, the completion date may need to move too.
Do not promise an arrival date you cannot control. Promise what you can control, such as when the order will be completed, shipped, or ready for pickup. Most carrier dates are estimates unless the exact service includes a specific guarantee. USPS, for example, describes Priority Mail’s delivery time as a service objective rather than a guarantee. See the official USPS Priority Mail information.
Put the Deadline Where Customers May See It
Customers do not all enter through your shop homepage. Some land directly on a listing, follow a social link, send a message, or meet you at a market. Put the deadline as close as possible to the place where they decide to buy.
- Near the Buy or Add to Cart button when possible
- Near the beginning of the product or listing description
- In your shop announcement or website notice
- In social posts promoting time-sensitive products
- On custom-order forms, invoices, and payment requests
- On a small sign at markets and craft shows
- In the order confirmation or follow-up message
Be specific. “Order early” does not tell anyone what early means. Also state whether your date means the item will be shipped, ready for pickup, or expected to arrive. Those are three different promises.
Update Processing and Delivery Information
For Any Selling Platform
Whatever platform you use, make sure its automated delivery estimate agrees with the amount of time you can actually meet. Shopify supports processing times that can help provide delivery estimates. See Shopify’s official fulfillment and shipping guidance.
For Etsy Sellers
Start with accurate processing times. Etsy defines processing time as the time needed to make or prepare an order for shipment, including creation time for custom products. Etsy uses processing and carrier information to calculate estimated delivery dates.
Use Etsy’s current instructions for processing times and processing profiles and estimated delivery dates.
Your Etsy shop announcement and Message to Buyers can repeat the deadline. The Message to Buyers appears on the receipt page and in the order-confirmation email, so it is a helpful reminder, but the customer should also see the important date before buying. See Etsy’s current Message to Buyers instructions.
Save a Reply for Deadline Questions
If you keep typing the same answer, save it. Etsy now calls these quick replies. They are useful for questions about shipping times, rush requests, and custom orders. See Etsy’s official messaging and quick-reply guidance.
You can do the same thing anywhere you sell by keeping your standard replies in an easy-to-find document or note. Adjust the details for the order before sending. A saved reply should save time, not sound like a robot took over your shop.
What to Do After the Deadline Passes
Passing a holiday or event cutoff does not automatically mean you have to stop selling. Some people are shopping for themselves, buying for a later occasion, or perfectly happy to wait.
- Continue accepting orders with a clearly stated later timeline.
- Offer ready-made items instead of made-to-order products.
- Offer local pickup when it is practical.
- Pause custom work while leaving other products available.
- Temporarily extend your processing time.
- Offer gift cards or digital products.
Want an option that doesn’t require shipping?
A simple digital product can keep selling after your physical-product deadline has passed. Pagewheel helps you create the product, sales page, and delivery system without piecing together several different programs.
Vacation Mode may be useful when you truly need to stop accepting orders, but it also prevents customers who do not need holiday delivery from buying. See the current Etsy Vacation Mode instructions.
Deadline Messages You Can Copy
Before the deadline
Need this by [DATE]? Please order by [ORDER-BY DATE]. This gives me time to prepare your order and get it on its way. Carrier delivery dates are estimates unless the selected service specifically includes a guarantee.
After the deadline
Orders are still welcome! Orders placed after [DATE] are not expected to arrive before [EVENT OR DATE]. Please order only if a later arrival works for you.
Custom order
Your order is expected to be completed by [DATE], provided I receive your information and approval by [DATE]. A delayed response may move the completion date.
Local pickup
Order by [DATE] for pickup on or before [DATE]. I will contact you when the order is ready and confirm the pickup details.
If an order may miss the customer’s date, contact them promptly and keep the conversation in writing. Explain the realistic timeline and follow the policies of the platform where the sale occurred. Do not invent a cancellation window that conflicts with your stated policies or platform rules.
Before You Announce Your Deadline
- Confirm how long you truly need to make the order.
- Check the current carrier or fulfillment-provider estimate.
- Add a reasonable safety buffer.
- Choose one clear order-by date.
- Update your processing times.
- Put the date where customers decide to buy.
- Repeat it in confirmations and saved replies.
- Remove or update the notice when the date passes.
- Never mark an order shipped before it is actually on its way.
Repeating the deadline may feel redundant. And honestly, that is the point. Customers do not all see the same page, post, sign, or message. Clear dates in several useful places can prevent rushed conversations, disappointed buyers, and a tiny holiday emergency with every order.
For more help, see When Orders Go Missing, Quick USPS Tips, and the KCF Shipping and Packaging section.
If you’ve come this far with me, I thank you! And if you have any suggestions and/or you see that I’m missing something, let’s chat! You can most easily find me on Facebook, either on the Keep Creating Fun Page or in the Keep Creating Fun Group.
