How to Create a Contact Us Page on Shopify

Written by:

Irene Le|Last updated: November 15, 2026

Contact us page on shopify thumbnail without background

When customers can't find the right way to contact your store, even a minor issue can become a frustrating support experience. A well-structured contact page helps shoppers reach the right team, provide the information needed to resolve their questions, and know what to expect after submitting a request.

We'll cover the essential elements of an effective Shopify contact page, provide four ready-to-adapt templates, and walk through the setup process. You'll also see how to choose the right tools for collecting and managing customer inquiries.

Quick Recap

A good contact page gives shoppers a form, an email, your response time and quick answers to common questions.
The four templates below suit a basic store, a support-heavy store, a brand-led store and a dropshipping store.
Shopify's built-in contact template adds a working form in a few minutes, once you assign it under Theme template.
Form messages go to your sender email, so an unauthenticated domain or a missed [SPAM] tag can hide them.
The native form suits small stores, while Shopify Forms, Inbox chat or a help desk fit once you need custom fields, live chat or a shared queue.

In this blog:

1. What to Include on Your Shopify Contact Page
2. Shopify Contact Us Page Template
3. How to Add a Contact Us Page on Shopify
4. Native Form, Shopify Forms, Inbox Chat, or a Help Desk: Choose Where Messages Land
5. Final Thoughts
6. Contact Us Page on Shopify FAQs

What to Include on Your Shopify Contact Page

A good Shopify Contact Us page should give visitors everything they need to contact your business without making them search through multiple pages. Beyond a contact form, include clear contact details, realistic response expectations, and links to resources that can answer common questions.

Here are the essential elements to include:

A welcoming introduction: Start with a short message explaining that customers can reach out for help with orders, products, shipping, or other inquiries. Keep the tone friendly and let visitors know what your team can assist with.
A contact form: Include basic fields such as name, email address, and message. Depending on your support needs, you can also request an order number, inquiry type, phone number, or photo attachment. For example, asking for an order number helps your team locate a purchase faster when handling delivery or refund questions.
Direct contact information: Display a dedicated support email address, business phone number, or social media accounts where customers can reach your team. If you offer multiple contact channels, explain what each one is best for. Only list channels that your team actively monitors.
Expected response time and support hours: Tell customers when your team is available and how long they should expect to wait for a reply. For example, you might state that email inquiries are answered within 1–2 business days, Monday through Friday. Set realistic expectations rather than promising immediate responses you cannot consistently deliver.
Links to helpful resources: Direct visitors to your FAQ, Shipping Policy, Return and Refund Policy, and Order Tracking page. These resources help customers find answers to common questions without submitting a support request.

Shopify Contact Us Page Template

The best Contact Us page template depends on your store's business model and the types of inquiries you receive. A new Shopify store may only need a simple contact form, while an established ecommerce brand might need separate channels for customer support, wholesale, and partnership requests.

Below are four Shopify Contact Us page templates you can adapt to your business.

Basic Contact Us Page Template

BEST FOR: NEW AND SMALL SHOPIFY STORES

This template works well for stores that receive a relatively small number of general inquiries. It keeps things simple with a welcoming introduction, essential contact information, and a basic contact form.

Example copy:

Contact Us

Have a question? We’d love to hear from you.

Whether you need help choosing a product, have a question about an order, or simply want to say hello, send us a message using the form below.

Email: [email protected]

Response time: We typically respond within 1–2 business days.

Contact form

Name
Email
Message

Submit your message and our team will get back to you as soon as possible.

Why this works: Customers can quickly identify how to contact your business without navigating through multiple support channels. The short form also makes it easier for small teams to manage incoming messages.

Customer Support-Focused Template

BEST FOR: STORES WITH REGULAR CUSTOMER SUPPORT REQUESTS

If your store handles a high volume of order-related questions, returns, refunds, and product issues, your Contact Us page should guide customers toward the information your support team needs.

Instead of asking customers to explain everything from scratch, request an order number and let them identify the type of issue they're experiencing.

Example copy:

How Can We Help?

Need assistance with an order? Our support team is here to help.

Before sending us a message, you can check our FAQs, Shipping Policy, or Return and Refund Policy for quick answers.

Customer Support

Email: [email protected]
Support hours: Monday–Friday, 9 AM–5 PM
Response time: Within 24 business hours

Contact form

Full name
Email address
Order number (if applicable)
What do you need help with? (Order status, Shipping, Returns, Product issue, Other)
Message
Attach a photo (optional)

For order-related questions, please include your order number so we can assist you faster.

Why this works: The order number helps your team identify the relevant purchase, while the inquiry category gives them an idea of what the customer needs before opening the message. An optional photo attachment is also useful when customers report damaged or incorrect products.

Ecommerce Brand Contact Us Template

BEST FOR: ESTABLISHED DTC AND ECOMMERCE BRANDS

An established ecommerce brand often receives more than customer support inquiries. Potential customers may ask about product specifications, while creators, media outlets, and other businesses may contact the brand about collaborations.

This template provides multiple contact options while keeping customer support as the main focus.

Example copy:

Let’s Talk

We’re always happy to hear from our customers, partners, and community. Choose the contact option that best matches your inquiry.

Customer Support

Questions about an order, product, or return?

Email: [email protected]

Business & Wholesale Inquiries

Interested in carrying our products or working with our brand?

Email: [email protected]

Press & Media

For interviews, media requests, or brand-related information:

Email: [email protected]

General Inquiries

For anything else, use the contact form below.

Contact form

Name
Email
Inquiry type
Message

Our team typically responds within 1–2 business days.

Why this works: Separating contact channels makes it easier for visitors to reach the appropriate team. It also prevents customer support emails from getting mixed up with wholesale proposals or media requests.

If your business is still small, you don't need to create separate departments or email accounts immediately. You can use one shared inbox and categorize inquiries through a dropdown field or email labels.

Dropshipping Store Contact Us Template

BEST FOR: DROPSHIPPING AND SUPPLIER-FULFILLED STORES

Dropshipping stores often face a specific challenge: customers may have questions about shipping delays, tracking information, product availability, or returns when fulfillment is handled by a third-party supplier.

Your Contact Us page should make the support process clear without exposing unnecessary details about your fulfillment arrangements.

Example copy:

We’re Here to Help

Have a question about your purchase? Our customer support team is ready to assist.

Whether you need help tracking a package, updating your order details, or resolving a product issue, send us a message and we’ll look into it.

Customer Support

Email: [email protected]
Response time: Within 1–2 business days
Support hours: Monday–Friday, 9 AM–5 PM

Before contacting us

Check your Order Tracking page for the latest delivery updates.
Review our Shipping Policy for estimated delivery times.
Visit our Returns and Refunds page for return instructions.

Contact form

Full name
Email address
Order number
Inquiry type (Tracking, Shipping Delay, Order Changes, Returns, Damaged Product, Other)
Message
Photo attachment (optional)

Please provide your order number whenever possible so we can investigate your request more efficiently.

Why this works: It addresses the questions that commonly arise after a dropshipping purchase, particularly tracking and delivery concerns. Providing direct links to shipping and returns information can also reduce repetitive support requests.

How to Add a Contact Us Page on Shopify

Shopify makes it relatively straightforward to create a Contact Us page because its themes already include a built-in contact form. You don't need to install a third-party app or write code to set up a basic version.

Follow these steps to create and publish your page.

Step 1. Create a new page

Shopify admin Add page screen with an arrow pointing to the Title field

Log in to your Shopify admin.
Navigate to Online Store → Pages.
Click Add page.
Enter a page title, such as "Contact Us" or "Get in Touch."
Add a short introduction or other contact information in the Content editor.

You can leave the Content field blank if you only want to display the contact form.

Step 2. Select the contact page template

Shopify Contact Us page editor with the page.contact template suffix selected in the Template box

In the Online store section of the page editor:

Find the Theme template dropdown.
Select contact.
Click Save.

Shopify applies the contact page template, which displays the built-in contact form. The exact appearance depends on your active theme.

Step 3. Customize your contact page design

Shopify theme editor adding a Contact Form section with name, email, phone and comment fields

To customize the layout:

Go to Online Store → Themes.
Find your active theme and click Edit theme.
Open the page selector at the top of the theme editor.
Navigate to Pages → Contact.
Add or rearrange available sections to customize the page.

Depending on your theme, you may be able to add:

Rich text introducing your support team.
Image or brand information sections.
FAQ or featured content sections.
Additional contact information.

Keep the form easy to find. Avoid placing too many images or promotional sections above it, especially if customers are visiting because they need assistance.

Step 4. Add the contact page to your store navigation

Shopify Footer menu in Navigation with About Us, Contact Us and Help Center items and the Add menu item link highlighted

Creating the page doesn't automatically make it visible in your store's navigation. You need to add a menu link so visitors can find it.

Go to Content → Menus in Shopify admin.
Open your Main menu or Footer menu.
Click Add menu item.
Enter "Contact Us" as the name.
Select Pages and choose your newly created contact page.
Click Save.

For most ecommerce stores, placing Contact Us in the footer is a practical choice. You can also add it to the main navigation if customer support is a frequent reason for visitors to contact your business.

Step 5. Check where contact form submissions go

This is one of the most important steps, and it's easy to overlook.

By default, Shopify's native contact form sends submissions to your store's configured Sender email address.

To check or update it:

Go to Settings → Notifications.
Find the Sender email setting.
Confirm that the address is correct and accessible.
Update it if necessary, then save your changes.

If you're using a third-party email domain, make sure it is properly authenticated. Otherwise, email delivery or sender verification issues may affect whether messages reach your inbox.

Step 6. Test your contact form

Before publishing the page, submit a test message using an email address that you can access.

Check the following:

Does the form display correctly on desktop and mobile?
Can visitors submit the form successfully?
Does the submission arrive at the correct email address?
Does the email contain the customer's name, email, and message?
Are legitimate submissions being filtered into spam?
Does the page provide a clear confirmation after submission?

Native Form, Shopify Forms, Inbox Chat, or a Help Desk: Choose Where Messages Land

A Contact Us page is only as effective as the system behind it. Collecting inquiries through a form is straightforward, but managing different request types, assigning conversations, and preventing unanswered messages becomes more complicated as an ecommerce business grows.

Shopify merchants have four main options, each serving a different role in the customer communication workflow.

Solution	How it handles messages	Key limitations	Best for
Shopify Native Contact Form	Sends customer submissions to the store's configured Sender email address	Basic fields, no built-in ticket tracking or automatic department routing	Small stores handling general inquiries
Shopify Forms	Collects structured information through customizable forms and stores submission data in Shopify	Not designed for managing ongoing support conversations or complex routing	Wholesale applications, lead collection, and specialized inquiries
Shopify Inbox	Manages storefront chat conversations, allowing staff to respond and assign conversations	Focuses on chat rather than comprehensive ticket management across channels	Merchants answering product and pre-purchase questions
Third-party Help Desk	Consolidates supported communication channels into a shared ticketing workspace with assignment and automation workflows	Additional costs, integration requirements, and workflow configuration	Established stores with multiple agents and high support volumes

Which should you choose?

For a new Shopify store, the native contact form is usually enough. As inquiry volume grows, Shopify Forms can help collect more structured information, while Shopify Inbox makes it easier to answer shoppers' questions before they purchase.

Our guide to Shopify automation tools covers Inbox, Flow and help desks in more detail.

Final Thoughts

A contact page only works if the messages reach you and get answered. My advice is simple: use Shopify’s contact template, add the page to your menus, authenticate your sender domain and send yourself a test message.

It’s also worth watching what those messages are about. A steady stream of shipping and refund questions usually points to costs that quietly eat into each order, and that’s exactly why we built TrueProfit, the #1 net profit analytics platform for Shopify merchants: it pulls your revenue together with COGS, shipping, payment fees, refunds and ad spend into one real-time P&L, so you can see what each order actually leaves you.

You can even connect your store to ChatGPT or Claude through TrueProfit MCP and ask something like “How much did refunds cost me last month?”

Contact Us Page on Shopify FAQs

Can I have separate contact forms for support, wholesale and press?

Yes. Shopify Forms lets you create up to 25 forms, so each request type can have its own form and fields. With the native form, separate email addresses on the page are the simpler option.

Do I have to show a physical address if I run my store from home?

It depends on where you sell. EU rules require online sellers to give the geographic address where they're established, and Shopify notes that some legal disclosures don't accept PO boxes. In the US, marketing emails need a valid postal address, which can be a registered PO box or private mailbox.

Irene Le

Content Manager at TrueProfit & eCommerce Marketing Specialist

Irene Le

Content Manager at TrueProfit & eCommerce Marketing Specialist

Irene Le is the Content Manager at TrueProfit, specializing in crafting insightful, data-driven content to help eCommerce merchants scale profitably. With over 5 years of experience in content creation and growth strategy for the eCommerce industry, she is dedicated to producing high-value, actionable content that empowers merchants to make informed financial decisions.

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