Nobody plans for delayed deliveries, but they happen to businesses of all sizes. The key difference between keeping or losing a customer often comes down to your communication. A thoughtful apology email can turn a disappointed customer into a loyal fan who appreciates your honesty.
Writing these messages can be tricky. You need to accept responsibility without making excuses, offer solutions without overpromising, and sound genuine without being overly dramatic. These 15 sample emails give you ready-to-use templates for all kinds of delay situations, from small shipping hiccups to major supply chain problems.
Sample Apology Emails for Delayed Delivery
These emails will help you say sorry the right way when deliveries run late.
1. Simple Apology for Small Delay
Subject: Your Order #12345 – Slight Delivery Delay
Dear Alex,
We want to let you know that your order #12345 will arrive 1-2 days later than planned. Instead of Thursday, you can expect it by Saturday.
This delay happened because of extra traffic on delivery routes this week. We feel bad about this change and thank you for your understanding.
Your order is packed and ready to go. We’ve added a 10% discount code for your next purchase as a small way to say sorry for the wait.
If you need anything else or have questions, please reply to this email or call us at 555-123-4567.
Thank you for shopping with us.
Best regards,
[Signature block: Full name, Title, Company name, Contact information, Company logo]
2. Bad Weather Delay Notice
Subject: Weather Delay Alert – Your Recent Order
Hello Sam,
Hope you’re staying safe and dry! This email is about your recent order #56789.
A big storm is hitting our main shipping center right now. For the safety of our delivery team, we’ve had to pause all shipments from this location for the next 24 hours.
What this means for you: Your package will likely arrive on Friday instead of Wednesday as first promised.
We watch the weather closely and will update you again once your package is moving. You can also check your tracking link for the latest status: [Tracking Link]
Thank you for your patience during this natural event. Safety comes first, but we know delays are still frustrating.
Stay warm and dry!
Thanks,
[Signature block: Name, Customer Service Team title, Company details, Weather alert icon, Social media links]
3. Supply Chain Issues Explanation
Subject: Update on Your Order – Unexpected Delay
Dear Taylor,
We’re writing about your order #34567 placed on March 12th.
Your package will be delayed by approximately 7-10 days due to supply chain problems affecting our whole industry. One of our key parts suppliers has temporarily shut down, causing this hold-up.
We know this is much longer than expected, and we truly feel sorry for this change to your plans. Here’s what we’re doing:
1. We’ve assigned a personal service agent to your order 2. We’ll send you updates every 48 hours 3. We’ve added free expedited shipping once your items are ready 4. A 20% discount has been applied to this order
If this new timeline doesn’t work for you, we completely understand. You can cancel for a full refund by clicking here or calling 555-987-6543.
Again, please accept our apology for this situation.
Kind regards,
[Signature block: Full name with professional title, Department name, Direct contact number, Email address, Company letterhead]
4. Last-Minute Production Problem
Subject: Production Delay – Your Custom Order
Hi Jamie,
I need to share some news about your custom order #45678.
During final quality checks today, we found a small defect in the material used for your item. Rather than sending you something that doesn’t meet our standards, we’ve started making it again from scratch.
This means your order will ship next Tuesday (April 22) instead of tomorrow. We hate making you wait, but we hate sending sub-par products even more.
To thank you for your patience, we’re upgrading your order to include the premium finish option (normally $45) at no extra cost.
Would you like us to send you photos of the new production as it happens? Just let us know.
Sorry for the hold-up and thank you for choosing handmade quality.
Sincerely,
[Signature block: Name, Founder title, Craftsman designation, Workshop address, Before/after product photos, QR code to social media]
5. Shipping Partner Error
Subject: Delivery Update – Carrier Delay
Dear Casey,
Our shipping partner has just told us about a mix-up with your package (order #67890). Your items were accidentally loaded onto the wrong delivery truck this morning.
The good news: They’ve found your package! The not-so-good news: This mistake adds 2 days to your delivery time.
Your new estimated delivery date is Thursday, May 5th.
We’ve spoken directly with the carrier supervisor who has promised to put a rush on your package. We’ve also added a $15 store credit to your account for the trouble.
Mistakes happen, but that doesn’t make the wait any less frustrating. Thank you for your patience as we fix this situation.
All the best,
[Signature block: Name, Customer Happiness Team member, Direct extension number, Hours of availability, Customer service pledge]
6. Multi-Item Order Partial Delay
Subject: Part of Your Order is On Its Way
Hello Robin,
Good news and a bit of other news about your order #78901.
The good news: 3 of the 5 items you ordered are packed and shipping today! You should receive them by Friday as originally planned.
The other news: The remaining 2 items (the blue shirt and black pants) are delayed by our supplier. We expect to ship them separately within 5-7 business days.
You won’t pay any extra shipping for this split delivery. We’ll send you a separate tracking number for the second package as soon as it ships.
We know getting part of your order isn’t ideal. If you’d prefer to cancel the delayed items for a refund, please click here.
Thanks for shopping with us and for your understanding about this split shipment.
Warm regards,
[Signature block: Name, Order processing department, Company tagline, Website URL, Returns policy reminder]
7. System Error Causing Delay
Subject: Our Mistake – Your Order Was Delayed
Dear Jordan,
We messed up, and we want to fix it.
Due to a glitch in our system last night, your order #89012 wasn’t sent to our warehouse for processing as it should have been. We just caught this error this morning.
Your order is now our top priority and will ship with next-day delivery at our expense. Instead of arriving tomorrow as promised, it should now arrive the day after.
This was 100% our fault, and we take full ownership of this mistake. We’ve added a $25 gift card to your account as a small way to make up for our error.
Thank you for your patience, and please accept our apology for this delay.
With sincere apologies,
[Signature block: Full name, Head of Operations, Personal email for follow-up, Company headquarters address, Error tracking reference number]
8. Delay for Custom or Made-to-Order Product
Subject: Update on Your Custom Order
Hi Morgan,
Your made-to-order product (#90123) is taking a bit longer than expected in our workshop.
The craftsperson making your item noticed a small detail in your custom request that requires special attention to get exactly right. Rather than rush and compromise quality, they’ve asked for an extra 3 days to perfect your piece.
Your new shipping date will be May 15th instead of May 12th.
We believe you’ll appreciate the extra care going into your order, but we still want to apologize for the wait. We’ve included a small surprise gift with your order as thanks for your patience.
Would you like us to send you work-in-progress photos? Just reply to this email and we’ll share some behind-the-scenes looks.
Thank you for choosing custom craftsmanship.
Appreciatively,
[Signature block: Name, Master Craftsperson title, Years of experience, Workshop location, Certification badges, Sketch of the custom item]
9. International Shipping Delay
Subject: Customs Delay – Your International Order
Dear Quinn,
We wanted to update you on your international order #01234.
Your package has arrived in your country but is currently held at customs for standard inspection. These checks typically add 3-5 business days to delivery times.
You don’t need to do anything right now. The package should clear customs on its own, and we’re actively monitoring its progress.
For your reference, your package has all required documentation attached. If customs does request any additional information, we’ll contact you right away.
We understand international shipping can test anyone’s patience! Thank you for understanding these procedures that are beyond our direct control.
Looking forward to your package clearing soon,
[Signature block: Name, International Orders Department, Import/Export license number, 24-hour contact number for customs questions, Map showing current package location]
10. Holiday Rush Delay
Subject: Holiday Season Delivery Update
Dear Riley,
The holiday rush is upon us! This note is about your order #12345 placed on December 10th.
All shipping carriers are seeing huge volume right now, with 3x normal packages in the system. Because of this, your delivery will likely arrive on December 23rd rather than December 20th as originally estimated.
Your order has been processed and handed to the carrier on schedule. The delay is happening during transit.
We ship with tracking for exactly these situations. You can check your package’s journey here: [Tracking Link]
We know holiday gifts are time-sensitive. While we can’t control the carrier delays, we want to help if this new timeline causes problems. Please call our Holiday Hotline at 555-HOLIDAY if you need urgent assistance.
Wishing you a wonderful holiday season despite this small bump in the road,
[Signature block: Name, Holiday Customer Care Team, Extended holiday hours, Emergency contact option, Festive company logo]
11. Technical Product Requiring Additional Testing
Subject: Quality Check Delay – Your Order #23456
Hello Bailey,
Your order for [Technical Product] is currently going through extra quality testing in our lab.
During standard checks, one unit from this production batch showed slightly unusual readings. While your specific unit likely works perfectly, we test all items from that batch again to be absolutely certain.
This additional testing adds 4 days to our process, meaning your order will ship on Monday rather than Thursday.
We know waiting is hard, but we think you’ll agree that with technical equipment, safety and quality come before speed. These tests help us deliver products that work correctly from day one.
As a token of thanks for your patience, we’ve extended your warranty from 1 year to 18 months at no charge.
If you have questions about these tests or need more details, our technical team is happy to explain.
Thank you for valuing quality as much as we do,
[Signature block: Name, Quality Assurance Director, Technical certifications, Lab location, Testing standards compliance numbers]
12. Brief Staffing Shortage Explanation
Subject: Short Delay with Your Recent Order
Dear Logan,
We’re running a bit behind with your order #34567.
Our small team has been hit with a flu bug this week, leaving us temporarily short-staffed. Your order is packed and ready but waiting in our shipping queue.
We expect to have your package on its way within 48 hours, with arrival now expected by Tuesday.
As a small business, these situations affect us deeply, and we’re working extra hours to catch up. Thank you for supporting independent businesses like ours and for your understanding during this brief slowdown.
We’ve included a small thank-you gift in your package for your patience.
With appreciation,
[Signature block: Name, Owner/Founder designation, Small business story, Family photo of the team, Handwritten thank you note image]
13. Very Long Delay with Options
Subject: Important Update About Your Order
Dear Avery,
We need to be straightforward about your order #45678 for [Product Name].
Due to a major fire at our supplier’s factory last week, we’re facing a significant delay with your order. Current estimates suggest we cannot fulfill this order for approximately 6-8 weeks.
We understand this timeline change is substantial. We want to offer you these options:
1. Wait for your original order with a 35% discount applied automatically 2. Switch to a similar alternative product we can ship next week 3. Cancel for a full refund plus a 10% store credit for future purchases
Please let us know your preference by clicking one of these options or replying to this email. If we don’t hear from you within 7 days, we’ll assume you’d like to wait with the discount applied.
We deeply regret this situation and thank you for your understanding during this difficult time for our supply chain.
Sincerely,
[Signature block: Name, CEO/President title, Personal cell phone, Crisis management team contact, News link about the factory incident]
14. Apology for Repeat Delays
Subject: Our Commitment to Fix Ongoing Delays
Dear Harper,
This isn’t the first delay with your orders, and for that, we are truly sorry.
Your current order #56789 will be delayed by 3 days, arriving next Wednesday. This follows previous delays with your last two orders.
Three delays is not acceptable service. As someone who has supported our business multiple times, you deserve much better from us.
We’ve taken these specific steps to fix our systems: 1. Hired additional warehouse staff starting next week 2. Changed our shipping carrier for more reliable service 3. Created a VIP flag for repeat customers like you
Your account has been upgraded to our highest service tier at no cost, which includes free rush shipping on all future orders for one year.
We also want to offer you a direct contact in our office. Sarah, our customer experience manager, is available at 555-123-4567 or sarah@company.com to help with any future orders.
Thank you for your patience and for giving us the chance to make this right.
With determination to do better,
[Signature block: Name, Founder/Owner designation, Direct line, Personal guarantee statement, Executive team photo, Company mission statement]
15. Proactive Notice for Potential Delay
Subject: Heads Up About Possible Delivery Changes
Hi Drew,
Your order #67890 is currently on schedule for Friday delivery, but we want to give you early notice about a situation that might cause a delay.
A transport workers’ strike is planned for Thursday in the region where our distribution center is located. If the strike happens, it could push your delivery to Monday.
Right now, we’re: 1. Loading all packages early to beat potential strike action 2. Setting up alternative delivery routes just in case 3. Adding extra staff to handle customer questions
We’ll update you by Thursday morning with final confirmation of your delivery date. If the strike doesn’t happen, you’ll get your order on Friday as planned.
We appreciate your understanding about this situation outside our control. Thanks for letting us keep you informed about potential changes.
Looking ahead,
[Signature block: Name, Logistics Coordinator title, Strike updates page link, 24/7 contact options, Contingency plan reference number]
Wrap-up: Apology Emails That Work
When a delivery runs late, a good apology email makes all the difference. The best apologies are quick, honest, and offer clear solutions. Tell your customers what happened, when they’ll get their items, and how you’ll make it up to them.
Most people understand that problems happen. They just want to know you care about fixing them. Choose one of these templates, add your details, and send it fast when delays happen. Your customers will thank you for keeping them in the loop.
Remember that an apology is also a chance to show your company values. How you handle problems says more about your business than when everything goes smoothly.