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WarningSH-3 · Shipping Policy

Sellers must ship to the buyer's address as provided on Etsy at time of purchase

What this rule means

Ship each order to the address the buyer gave on Etsy at checkout. Etsy's Delivery Policy says to deliver to that address, and to be ready to show valid proof of dispatch that the item was sent to it.

What Etsy says

Deliver to the delivery address provided by the buyer at checkout. In the unlikely event an order does not arrive, be prepared to provide valid proof of shipment. Valid proof of shipment must show that the item actually was shipped and that it was sent to the delivery address provided by the buyer on Etsy.
Read Etsy's full Shipping Policy

Why Etsy has this rule

The address on the order is the one both sides can check. If you ship somewhere else, the buyer may never get the item, and nobody can prove who was right.

Etsy's Delivery Policy says to deliver to the address the buyer provided at checkout. If an order does not arrive, you must be ready to show valid proof of dispatch, and that proof must show the item went to the address the buyer gave on Etsy. Tracking also matters for Purchase Protection, which covers eligible orders up to 250 US dollars. The rule gives you a clear record and gives the buyer a clear promise.

Common mistakes

  • Using an address a buyer sent in a message or email instead of the one on the order.
  • Agreeing to change the address in conversation rather than asking the buyer to update it on Etsy.
  • Copying an address by hand and getting a street number or postal code wrong.
  • Choosing an old saved address when buying a label.
  • Sending a high-value order without tracking.
  • Ignoring a buyer's report that the package reached a different address.
  • Writing in your shop policy that you will ship to whatever address a buyer prefers.

Examples

  • AllowedYou ship to the address on the Etsy order confirmation.
  • AllowedA buyer needs a new address, so you ask them to update it on Etsy before you buy a label.
  • AllowedYou keep tracking or an Etsy postage label for every order, so you can show proof of dispatch.
  • AllowedYou contact the carrier and the buyer when a package goes to the wrong place.
  • Not allowedYou ship to an address a buyer gave you only by message.
  • Not allowedYou send a $400 order with no tracking and have no proof of dispatch.
  • Not allowedYour policy says you ship to whatever address a buyer prefers, even outside Etsy.

How to stay compliant

  1. Always ship to the address shown in the Etsy order confirmation — not an address communicated via messages or email.
  2. If a buyer asks you to ship to an alternate address, direct them to update their Etsy shipping address before you purchase a label.
  3. For orders already sent to a wrong address, contact the carrier to attempt an address correction, then message the buyer to explain the situation and next steps.
  4. Issue a replacement shipment or full refund if the package cannot be recovered.

Effort: medium · 30-90 minutes

If your suspension email cites this rule

Read the email for the order or orders Etsy cites. Open each one and compare three records: the address on the Etsy order, the address on your shipping label, and the delivery address in the carrier's tracking. If the three do not match, that is the problem. Then check whether tracking was uploaded and shows the right address.

Find out why it happened. A typo, an old saved address, and an address change made in a message have different fixes. Contact the buyer and the carrier about any package that is still in motion, and offer a replacement or refund if it cannot be recovered. In your appeal, explain what happened, what you did for the buyer, and how you now confirm each address before you buy a label. 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

Which address should I ship to?

The one on the Etsy order at checkout. Etsy's Delivery Policy says to deliver to the delivery address provided by the buyer at checkout.

What if a buyer asks me to ship somewhere else?

Ask the buyer to update their shipping address on Etsy before you buy a label. That keeps the order record and the delivery address in agreement.

Do I need tracking on every order?

Etsy's Delivery Policy asks you to be ready to give valid proof of dispatch if an order does not arrive. Purchase Protection needs valid tracking or an Etsy postage label where available, though tracking may not be required in some regions or delivery types. Tracking is the simplest proof, so use it on every order you can.

What do I do if a package went to the wrong address?

Contact the carrier to try an address correction, then message the buyer with next steps. If the package cannot be recovered, send a replacement or refund the order.

Can I put a different delivery rule in my shop policy?

Do not state that you will ship to addresses outside the Etsy order. It conflicts with Etsy's policy and can cause problems if a buyer reports non-delivery.

Related shipping policy rules