Gaps between consumer expectations and actual service across delivery speed, communication, and returns are costing leading U.S. retailers both loyalty and revenue. The eCommerce Shipping Experience Study 2025 from parcelLab and ShipStation reveals that while America’s e-commerce giants excel at driving sales, they still have significant opportunities to turn the post-purchase phase into a true brand-building advantage.
“The post-purchase experience is one of the most emotionally charged - yet overlooked - parts of the customer journey,” said Anton Eder, co-founder at parcelLab. “Getting it right not only builds loyalty but reduces service costs and drives repeat sales.”
“As retail expectations continue to rise, the merchants who will succeed in achieving a top customer experience will be those who turn communication, delivery, and returns into brand-building moments, not just operational steps,” adds Kelly Vincent, chief product officer of Auctane, ShipStation’s parent company.
Key takeaways:
- Only 14% of retailers offer unconditional free standard shipping. Most charge $5–$10, with fashion averaging $8.07.
- Just 8.8% display an exact delivery date on product pages; none offer weekend delivery.
- Only one retailer offered a carbon-neutral shipping option; over half still use plastic inside packages.
- 51% offer free returns; average paid return cost is $10.92, peaking at $16.36 in health and beauty. Home pickup is offered by fewer than 10% of retailers.
- Nearly one-third fail to notify customers when a package is delivered; two-thirds rely solely on email updates.
