Handling the Long Delivery Times Objection: How to Respond to Customers and Avoid Returns

Customers sometimes expect dropshipping stores to deliver as quickly as big marketplaces. But that's a common misconception. Dropshipping works differently, and if customers aren’t familiar with how it works, they might have unrealistic expectations. This can lead to complaints about slow shipping, frustration over wait times, and even refund requests.

In this article, we’ll go over how to explain why delivery takes longer, how to avoid returns, and most importantly, how to keep your profits. We’ll also share a simple step-by-step guide for handling objections and provide scripts for your customer support team.

Contents:

How Customers Place Orders

Let’s break down how a customer places an order, using the example of the Alimart online store. Just like any other store or marketplace, the process is familiar and straightforward. The same steps apply to any store on the 4Partners CMS.

The customer selects a product and adds it to their cart.

Step 1

The customer places the order by providing their name, delivery address, phone number, and email.

Step 2

The customer chooses a delivery method:

  • EMS Courier: A courier will pick up the package from our warehouse and deliver it directly to the recipient’s home or office.
  • Standard Postal Service: The order will be delivered to the specified local post office for pickup.

Step 3

Once the customer fills in the recipient's details, they can proceed to payment.

Step 4

Step 5

Once the customer places the order, they can check its status in their account.

The tracking number will be available once the package has been shipped from our distribution center. It can be viewed in the "Track your order" section.

When and Why Delivery Time Objections Happen

Objections about delivery times can come up at different points in the buying process. To keep customers happy, it’s important to understand when and why these concerns arise.

Here are some of the most common reasons customers complain about long delivery times:

  • They’re not ready to wait. When customers pick a product or place an order, they might miss or ignore delivery time information. If the order takes longer than expected, it can lead to frustration.

  • They don’t fully understand the product details, especially the shipping process. If there’s not enough information about the product, especially regarding overseas shipping, customers might not realize some items take longer to arrive.

  • They’ve never ordered from abroad before. First-time international shoppers can feel anxious or uncertain. Seeing long delivery times might make them worry their order won’t arrive and lead them to cancel.

  • They’re worried about losing money. Long or unclear delivery times can make customers question whether their order will ever show up, and they might be concerned they won’t get a refund if it doesn’t.

  • They need the product urgently. For example, if a customer orders a gift for a birthday or holiday, they might get frustrated if they realize it won’t arrive in time and decide to cancel.

How 4Partners Actually Delivers Orders to Customers

When the store owner understands the delivery process, they can better empathize with customers’ concerns. This helps them address issues quickly and offer support, such as updating the customer on the order status and explaining each step of the delivery process and estimated delivery times.

Step 1

The customer makes a purchase from one of our partner online stores.
Here are the most common reasons customers complain about long delivery times:

Step 2

We receive the order notification, and within 5 days (usually 1-2 days), we purchase the selected item. During this time, we contact the supplier, prepare the necessary documents, and finalize the purchase.

Step 3

After the purchase, we ship the product to one of our warehouses in the US, Germany, Latvia, Turkey, China, UAE, or Vietnam. For example, if the customer buys a product from the US, we send it to our warehouse in the US.

Step 4

The warehouse team receives the product, packs it, and hands it over to the shipping company to send it to the border. If the customer selected express delivery via courier, the tracking number will be generated at this stage.

Step 5

The shipping company transports the item to the border, where it goes through customs. 4Partners handles all customs clearance.

Step 6

Once the item clears customs, it’s sent to our distribution warehouse and then directly shipped to the customer.
2-10 days
"Last mile" delivery
Delivery to the distribution warehouse
1 day
1-5 days
Customs clearance
1-5 days
Shipping the item from our warehouse to the border
1-2 days
Packing the item and handing it over to the shipping company
1-3 days
Receiving the item at the warehouse
1-5 days
Shipping the item to the warehouse

Main Stages and Delivery Times for 4Partners:

1-5 days
Purchasing the item from the supplier
Timeframe
Stage

How Competitors Deliver Orders: Amazon Global, eBay, AliExpress

Customers are used to fast delivery thanks to platforms like Amazon, eBay, and AliExpress, and may not realize that dropshipping stores operate differently from these familiar marketplaces.

Dropshipping stores don’t keep products in their own warehouses. Instead, they purchase orders from suppliers and pass them to a shipping company, which delivers the items directly to the customers. This is why delivery times are always variable — they depend on third parties, such as suppliers, shipping companies, and customs clearance.

Nevertheless, customers still don’t want to wait too long for their orders, and objections about delivery times are a normal and expected part of this business model. That’s why it’s important for sellers to explain that quality, original products are worth the wait. Long delivery times are standard in international trade, including with major platforms like Amazon Global, eBay, and AliExpress.
Here is a breakdown of the typical delivery times for Amazon Global, eBay Global Shipping Program, and AliExpress, based on their terms and conditions:

1. Amazon Global

Delivery Time: Typically ranges from 7 to 21 business days. However, express shipping options are available for faster deliveries, which may shorten this time.

Factors Influencing Delivery: The delivery time can vary based on the seller’s location, destination country, shipping method chosen, and customs processing times.

Shipping Options: Amazon offers standard, expedited, and priority shipping methods. Each option comes with different time estimates.

2. eBay Global Shipping Program (GSP)

Delivery Time: The typical range is from 7 to 21 business days, depending on the shipping method selected by the seller.

Factors Influencing Delivery: The time frame can vary due to customs procedures, local delivery services, and holidays.

Shipping Process: eBay ships items to an international shipping center (usually in the U.S.), and from there, items are forwarded to the international destination.

3. AliExpress

Delivery Time: 15 to 45 days for standard shipping, with express options potentially arriving faster.

Factors Influencing Delivery: Shipping times depend on the seller’s choice of carrier, destination country, and customs clearance. Faster shipping options may reduce delivery time.

Shipping Options: AliExpress provides multiple shipping methods, such as AliExpress Standard Shipping, ePacket, and other express options.

Delivery stages and times for Amazon Global, eBay Global, AliExpress, and 4Partners:

Shipping StepAmazon GlobaleBay GlobalAliExpress4Partners
Order Processing1-3 daysVaries by seller1-7 days1-5 days
Warehouse PackingUp to 10 daysUp to 10 daysNot specified1-2 days
Delivery to Border5-20 days5-20 daysNot specified1-5 days
Customs Clearance2-14 days2-3 daysNot specified1-5 days
Delivery to Distribution Hub10 days4-7 daysNot specified1 day
Delivery to Customer4-7 days2-8 days2-10 days2-10 days

How to Handle Customer Complaints About Long Delivery Times: A Step-by-Step Guide

Example:

Customer: Hi, can you tell me why my package is taking so long to arrive? Where is it?

Manager: Hello! Please provide your order number so we can assist you. You can find it in your account dashboard.

Customer: [Order number]

Manager: Thank you! We'll get back to you shortly with an update.

Step 1

Ask for the order number.

Step 2

Check the delivery status.
Tell the customer where their order is currently located.

Step 3

Example:

Your package is currently undergoing customs clearance. This usually takes about five days, but unfortunately, we can't influence the timeline.

Good news – your order has completed most of its journey and will be with you soon! :)

Step 4

Send a clear map showing the progress of the customer's order. Indicate the stage the order is currently at.

Step 5

Give the customer an approximate delivery time. If the order is at customs, explain how much longer it will be there and what stages remain.
Customer: "How much longer will it take?"

Manager: "5-7 days. Typically, customs processing takes no more than 5 days. After that, the carrier will deliver the order to the warehouse, usually within a day. Then, it will be on its way to you."

Example:

Example:

Customer: "What if the order doesn't arrive?"

Manager: "We understand your concern. We're keeping track of your order to ensure everything goes smoothly. It will be ready for pickup soon."

Customer: "Okay, thanks."

Manager: "If you have any questions about the delivery, feel free to reach out. We're always here to help."
Reassure the customer that everything is fine. Remind them that you're always available to help.

Step 6

Tips from 4Partners

To improve customer experience and clarity on international shipping, consider adding these service pages to your online store:

  • About Us;
  • Contact information;
  • Delivery terms;
  • Return and exchange policy;
  • Warranty details;
  • Frequently Asked Questions (FAQ);
  • Privacy policy.

1. Create service pages

Example:

Service pages on the Alimart online store website:

2. Prepare response scripts

The customer may contact support with various objections and questions about delivery. Your task is to respond quickly and reassure them that everything with their order is going smoothly.

Use the ready-made scripts from our team:
ObjectionResponse example
The delivery time is too long, I’m not ready to wait that long.You will receive a genuine branded product at a great price. The wait will definitely be worth it.

We also provide estimated delivery times, and in most cases, items arrive even sooner than expected.
How can I get in touch with you after the purchase?We are available every day from 9:00 AM to 9:00 PM (local time). You can contact us via our customer support hotline or use the live chat on our website.

We are here to help with any questions.
I’ve never ordered from abroad and have no idea how it works.The process is just like ordering from a local online store. The only difference is that your product will go through customs.

We handle all the necessary paperwork. You simply choose your product, make the payment, and track the package with the provided tracking number. You’ll see your order status in your account.
I’m rushing to catch a flight, can I get my order ASAP?Here are a few options we can offer:

— We can deliver to the city where you'll be located, either by courier or postal service.

— We can send the order to a trusted person in your home country, and once the package clears customs, we can update the recipient’s information.

— Alternatively, we can place the order now and schedule the shipment for a later time when you return.
What guarantees do you provide that I’ll get my product?Our return, exchange, and warranty policies are outlined in our terms and conditions. If for any reason the product doesn’t arrive, we will refund you. Feel free to shop with peace of mind :)
When can I start tracking my order?You can track your order once it passes through customs.

If the warehouse is in Germany, Turkey, or the UAE, you can track it within 3-4 business days.

If it’s from the U.S. it will be available to track within 14 days after passing customs.
When and where can I receive my order? What do I need?You can choose how you'd like to receive your order:

By Courier: When your package arrives in the city, you’ll get a notification via email with tracking details. The courier will contact you on the day of delivery, and you may need to show the ID you used during the order process.

Pickup Point: The package will be delivered to the pickup point you selected during the checkout. You’ll need your order number and ID to collect it.
Why do you need my passport details for delivery?Your passport details are required for customs clearance.

We never share your information — it's only used for filling out the customs declaration.

All details are provided in our Legal Information section on the website.
I don’t want to provide my passport details.Unfortunately, we can't process the order without this information. However, you have some alternatives:

— You can submit your passport details via your account on our website.

— We can send you a link to submit them via email. If you select postal delivery, you can pick up the package from your local post office with your ID.

We’ve been in business for over 15 years and value our customers’ privacy. We ensure your data is secure and only use it for customs purposes.

3. Automate customer communication with a chatbot

Staying connected 24/7 and responding to all customers promptly can be challenging for support teams. To make this easier, consider automating communication with a chatbot.
A chatbot can:

  • Answer common customer questions.
  • Send out promotional offers and discounts.
  • Notify customers about order status updates.
  • Create support requests if a customer doesn’t receive a response.

5. Collect Delivery Feedback and Analyze Issues

Collecting feedback from customers is essential to identify and address weak points in your processes, such as product selection, checkout, and order tracking.

Where to collect feedback:

  • On your website through a feedback form.
  • Via automated SMS or email surveys (e.g., "Thank you for your order — please rate our service").

Customer feedback helps identify weak points in your processes, like how customers choose products, complete orders, or check status updates.

Where to gather feedback:

  • Through a feedback form on your website.
  • Automated SMS or email surveys (e.g., "Thank you for your order—please rate our service").

To handle customer objections effectively and avoid returns, we’ve created a guide with step-by-step instructions and sales team scripts on how to handle the "long delivery" objection.

4. Automate delivery status notifications

Automated notifications are a great way to keep customers informed about changes in their order status. They help to:

  • Communicate important updates
  • Build trust
  • Increase customer loyalty
  • Improve service quality
  • Eliminate human error
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