---
title: eCommerce shipping experience study 2025
url: "https://parcellab.com/research/ecommerce-shipping-experience-study-2025/"
type: Research
date_published: "2025-08-14T19:25:35+00:00"
date_modified: "2025-09-10T15:57:24+00:00"
description: Uncover the current strengths and areas of improvement in the eCommerce shipping experiences of the top retailers across the U.S.
---

## 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](https://parcellab.com/enhance-delivery-experience/) 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

 59  % 

of U.S. retailers use shipping confirmation emails for marketing purposes

 14  % 

of retailers offer free shipping with no minimum order value

 66  % 

of retailers do not offer any option for product exchanges