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Research
eCommerce shipping experience study 2025
We analyzed the post-purchase experiences of the top retailers in the U.S. to see what they did well and what they could improve upon. The results may surprise you.
published on August 14, 2025
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Uncover the top U.S. retailer's benchmarks and see how you stack up
Summary
Now more than ever, it’s not enough for retailers to keep up. They need to stand out. This doesn’t just apply to the path of purchase. It also includes the critical moments throughout the post-purchase experience from order processing and shipping to returns and customer service.
In this eCommerce shipping experience study by parcelLab and ShipStation, you’ll uncover the current strengths and areas of improvement for some of the top retailers across the U.S. At the beginning of this year, our team conducted this analysis based on their purchases from some of the largest retailers in the country, according to NRF’s top 100 retailers list.
In this study, you’ll discover
- Notable differences in delivery speed, dates, and costs across the industries that were analyzed
- Valuable insights on shipping and returns communications, and the channels retailers are using
- Discrepancies throughout the returns experience, including minimal-to-no exchange capabilities
Among the biggest players in U.S. eCommerce, the post-purchase experience often feels more functional than inspiring. Orders are reliably delivered but the overall experience still lacks refinement.
Key stats that matter
0
%
of U.S. retailers use shipping confirmation emails for marketing purposes
0
%
of retailers offer free shipping with no minimum order value
0
%
of retailers do not offer any option for product exchanges
