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Suspension riskSH-1 · Shipping Policy

Sellers must ship orders; failure to ship purchased items is a policy violation

What this rule means

When someone buys from you, you owe them the item. Etsy's policy says to ship items promptly after they sell. Prompt means within 30 days of purchase, unless your listing states a different processing time or you agree to another shipping period with the buyer through Messages.

What Etsy says

Ship items promptly after they are sold. Prompt delivery means that you ship each item within 30 days of purchase, unless you specify otherwise in your processing time or agree to a different delivery period with the buyer through Messages.
Read Etsy's full Shipping Policy

Why Etsy has this rule

A buyer who pays for an item and receives nothing has lost money and trust. That harms the buyer first, then every honest seller whose customers become wary. Etsy has to treat an order that never ships as a serious problem.

Etsy's policy sets the standard: ship each item within 30 days of purchase unless you specify otherwise in your processing time, or you agree to a different period with the buyer in Messages. The rule gives buyers a firm floor, and it gives you a clear target to hit.

Common mistakes

  • Letting orders pile up during a personal emergency or a break without telling buyers.
  • Selling an item that is out of stock or that you no longer make.
  • Changing your mind about an order and leaving it unfilled instead of cancelling it properly.
  • Agreeing to a longer wait in a phone call or text, not in Messages, so Etsy has no record.
  • Ignoring buyer messages that ask where an order is.
  • Closing or pausing a shop without finishing the open orders.
  • Assuming a suspension cancels your duty to fulfill orders you already took.

Examples

  • AllowedYou ship each order within the processing time in your listing.
  • AllowedYou agree to a different date with a buyer through Messages and keep that date.
  • AllowedYou cancel an order you cannot fill and refund the buyer.
  • AllowedYou mark orders shipped with valid tracking after they leave.
  • Not allowedYou leave a paid order unshipped for more than 30 days with no agreement.
  • Not allowedYou stop answering a buyer who asks about their order.
  • Not allowedYou take new orders while you know you cannot fill them.

How to stay compliant

  1. Open Shop Manager > Orders and identify all unfulfilled orders.
  2. Ship all open orders immediately or contact each buyer to arrange a mutual cancellation if you cannot fulfill.
  3. Mark all shipped orders as shipped with a valid tracking number.
  4. If your shop has been suspended, you are still required to complete or refund all open orders — do so promptly to avoid escalation.

Effort: medium · 1-4 hours

If your suspension email cites this rule

Open Orders and make a list of every order that is unshipped, late, or reported by a buyer. For each, note the date it sold, the stated processing time, any agreement in Messages, and the current status. This list is the real picture Etsy has too, and it is the starting point for both your fix and your appeal.

Deal with the buyers first. Ship what you can, or arrange a cancellation and refund for what you cannot. Do this even if your shop is suspended, since the duty to those buyers remains. In your appeal, explain why orders went unshipped, show what you have now fulfilled or refunded, and say how you will prevent a repeat. Do not argue that the orders were not your concern. Do not promise a result. Etsy makes the final decision.

Suspended over this rule?

Generate a complete, ready-to-submit Etsy appeal for this exact violation.

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Common questions

How long do I have to ship an order?

Etsy's policy says to ship within 30 days of purchase, unless you specify a different processing time or agree to another shipping period with the buyer through Messages. Your listing's processing time usually sets the date.

What if I cannot fulfill an order?

Contact the buyer and arrange a cancellation with a refund. Leaving the order unshipped is what causes cases and policy problems.

Do I still have to fill orders if my shop is suspended?

Yes. You are still expected to complete or refund open orders. Handle them promptly so the situation does not get worse.

Can I agree to a longer shipping time with a buyer?

Yes, through Etsy Messages. Etsy's policy allows a different shipping period if you agree with the buyer there. Keep the thread as your record.

Will a refund fix a missed shipment?

It resolves the buyer's loss, and it is far better than silence. Etsy still makes the final decision about your shop, so explain what you will change in your appeal.

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