2016 Edition | Released August 2016

Fulfillment & Delivery

Click, Ship & Return: How online retailers keep up with Amazon, or at least try, on delivery

A report on how online retailers keep up with Amazon on delivery

  • 31-page downloadable PDF
  • Delivery times of 30 leading U.S. online retailers
  • Charts on e-retailers' shipping options and returns processing
2016 Fulfillment & Delivery, Devices
Available in the following formats:
  • PDF Only
Consumers want orders faster

This report provides an in-depth look at how top e-retailers in the U.S. are doing on delivery

Online retailers out there know that Amazon sets a pretty high bar when it comes to fast and free delivery of online orders, and an easy returns process. But what about everyone else in online retail? Is anyone keeping up with Amazon in this regard? Are they getting better at delivering quickly? How about returns? This report breaks down in detail who among the leaders in e-commerce are keeping up—and sometimes beating—Amazon on delivery, and how they are doing so. It also looks in depth at the returns process to highlight the winners and losers in terms of offering convenient options to consumers. Any e-retailers looking to benchmark their own fulfillment and delivery practices against their competitors need this valuable information.

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What you get

  • Detailed charts and tables of how the 30 online retailers rank in terms of how fast they process online orders, deliver, and process refunds
  • Exclusive survey results on consumer expectations for delivery
  • Charts of the five fastest and slowest e-retailers on delivery
  • Exclusive survey of online retailers’ delivery options
  • Feature on how e-retailers are giving consumers control over delivery options
  • Historical data covering delivery times over the three years

Predictability trumps speed.

-– Daphne Carmeli, CEO of Deliv


Revealing the winners and losers on delivery and returns processing.

The results of Internet Retailer's exclusive online shopping study of 30 leading e-retailers, including a ranking by shipping speed, who offers free shipping or free shipping with threshold, how long returns take to process, and who charges how much for return shipping fees or re-stocking fees.

Find out just how fast Amazon delivers, and which merchants—if any—are keeping up.

Companies that we track


Here is the list of the e-retailers included in our study:

Amazon.com Inc.
Bed Bath & Beyond Inc.
Best Buy Co. Inc.
Build.com Inc.
CDW Corp.
Costco Wholesale Corp.
Crate and Barrel
Dell Inc.
Gap Inc.
Hayneedle Inc.

HP Home & Home Office Store
J.C. Penney Co. Inc.
Kohl's Corp.
Lenovo Group Ltd.
Lowe's Cos. Inc.
Macy’s Inc.
MSC Industrial Supply
Newegg Inc.
Nordstrom Inc.
QVC Group

Restoration Hardware
Sears Holdings Corp.
Sears Hometown/Outlets
Target Corp.
The Home Depot Inc.
Victoria's Secret
W.W. Grainger Inc.
Wayfair LLC
Williams-Sonoma Inc.

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