Digital Downloads customs and duties delivery and support template for Shopify stores

Use this when writing customs and duties for a digital downloads store. The wording clarifies delivery expectations, support paths, evidence needed, and policy links without fake delivery guarantees or invented response promises.

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Delivery/support page section

Customs and duties

Tell customers where duties, taxes, or import notices may appear.

Useful details: download access, file format, license scope, resend requests, and support contact.

CTA: Check customs notes

Support reply template

Subject: Customs and duties Hi {{customer_first_name}}, Tell customers where duties, taxes, or import notices may appear. For this digital downloads question, helpful details include: download access, file format, license scope, resend requests, and support contact. Please do not send passwords, full payment card numbers, or private credentials. We will review the order details and reply according to the posted delivery and support policies. Check customs notes: {{delivery_or_support_url}} Thanks, {{store_name}} Support

Evidence checklist

Helpful support details: - Order number, if relevant - Checkout email, if relevant - Tracking link or screenshot, if relevant - Clear photos for package damage or missing items - Short description of the issue - Date the issue appeared Do not send passwords, full card numbers, or unrelated private data.

Before publishing

Use only real processing windows, support hours, carrier methods, and delivery limitations.
Do not guarantee delivery dates, carrier performance, response time, or resolution unless the operation can truly support it.
Make delivery, refund, privacy, terms, contact, and acceptable-use links easy to find.
Tell customers not to send passwords, full payment card numbers, or unrelated private data.
Do not imply Shopify endorses the store or support path.

Plain boundary: Starter Fix Sprint is not affiliated with, endorsed by, or sponsored by Shopify.

Decision notes

Field	Recommendation
Support intent	write customs support wording
Store context	template, guide, worksheet, or file pack; download access, file format, license scope, resend requests, and support contact
Delivery guardrail	Do not give formal legal or tax advice.
Category caution	avoid implying custom setup or personalized review

Safe delivery line

Delivery and support requests are reviewed using the order record, carrier status, posted policies, and the details provided by the customer.

Proof line

Use concrete context such as download access, file format, license scope, resend requests, and support contact instead of broad delivery promises.

Risk line

Delivery/support risk to avoid: Do not give formal legal or tax advice. Also: avoid implying custom setup or personalized review.

Related free resources

Browse all delivery and support templates or download the index for policy pages, product pages, and support macros.

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