Shopify FAQ Page Template: Questions to Include and How to Build It
A copyable Shopify FAQ template grouped by topic, with no-code steps to build the FAQ page and product-page FAQs in Dawn or Horizon, and keep answers in line with your policies.
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A Shopify FAQ template should group the questions shoppers actually ask into a few topics (orders, shipping, returns, payments, products and sizing, accounts and privacy, and contact) and answer each one in two or three plain sentences that link to the policy behind it. You can build the page without code: create it in Online Store > Pages, then paste the questions into the page content or assign a page template that uses your theme's accordion section. Write it for shoppers, not for a Google rich result, because Google stopped showing FAQ rich results in May 2026.
What should a Shopify FAQ page include?
Start from your support inbox: the questions customers email every week are the ones to answer. Most stores need seven groups, each with a natural home elsewhere in the store that the short FAQ answer can link to.
| Question group | Typical questions | Where the answer should link |
|---|---|---|
| Orders | Can I change or cancel my order? | Your contact page, or the returns answer once an order has shipped |
| Shipping | Where do you ship? What does it cost? How long does it take? | Shipping policy (/policies/shipping-policy) |
| Returns and exchanges | What is the return window? When is my refund issued? | Return and refund policy (/policies/refund-policy) |
| Payments | Which payment methods do you accept? When am I charged? | Terms of service (/policies/terms-of-service) |
| Products and sizing | How do I pick a size? How do I care for it? Will it be restocked? | Your size guide page and the product pages |
| Accounts and privacy | Do I need an account? How do you use my data? How do I unsubscribe? | Privacy policy (/policies/privacy-policy) |
| Contact | How do I reach you, and how fast do you reply? | Your contact page |
The /policies/... paths are the standard addresses of published Shopify policies, listed in Shopify's guide to adding store policies.
Three rules keep the page useful:
- One question, one answer. Phrase the question as a shopper would ("When will I get my refund?") and answer it in the first sentence.
- Be specific. "Orders ship within 2 business days" answers the question. "We ship fast" sends the shopper to your inbox.
- Link, don't copy. Summarize the policy in a sentence and link to it.
Shopify FAQ template (copy and fill in)
Replace every [bracketed placeholder] and delete any question that doesn't apply to your store. Don't publish a placeholder you can't fill: a wrong answer creates more support work than a missing one. For the tracking answer, our Shopify order tracking guide shows where customers can follow a shipment. Before you write "store credit" into the refund answer, read our Shopify store credit guide, which covers how refunds to credit work and how to word them in your policy.
FREQUENTLY ASKED QUESTIONS
Last reviewed: [Month Year]
Can't find your answer? Email [support email]. We reply within
[response time], [days and hours, time zone].
ORDERS
Can I change or cancel my order?
We can change or cancel an order within [time window] of purchase,
before it's packed. Email [support email] with your order number.
Already shipped? Follow our returns process: [return policy URL]
SHIPPING
Where do you ship, and how much does it cost?
We ship to [countries or regions]. Shipping costs are shown at
checkout before you pay. [Orders over [amount] ship free to
[region].]
Full details: [shipping policy URL]
When will my order arrive?
We pack orders within [processing time] business days. Delivery
then takes about [transit time] to [region].
How do I track my order?
When your order ships, we email you a tracking link.
Will I pay customs duties or import taxes?
[Who pays duties and taxes, and for which countries.]
See [shipping policy URL]
My parcel is late, lost or damaged. What should I do?
Email [support email] within [number] days of the expected delivery
date with your order number [and photos of any damage].
RETURNS AND EXCHANGES
What is your return policy?
You can return most items within [number] days of [delivery /
purchase] if they're [condition]. [Items that can't be returned.]
Full policy: [return policy URL]
How do I start a return or exchange?
[How to start, e.g. email [support email] with your order number.]
[Whether you offer exchanges or store credit.]
Who pays for return shipping?
[We do. / You do, unless the item arrived damaged or incorrect.]
When will I get my refund?
We refund to [original payment method / store credit] within
[number] days of receiving your return.
PAYMENTS
Which payment methods do you accept?
We accept [payment methods]. The options for your order are shown
at checkout.
When will I be charged?
[When payment is taken, including for preorders.]
PRODUCTS AND SIZING
How do I find my size?
Use the size guide on each product page: [size guide URL]. Our
sizes run [true to size / small / large].
How do I care for my [product type]?
Care instructions are on each product page. [Short care note.]
Will a sold-out item come back?
[Which items you restock, and how shoppers can hear about it.]
ACCOUNTS AND PRIVACY
Do I need an account to order?
[No, you can check out as a guest. / Yes, because [reason].]
How do you use my personal information?
We use your details to process and deliver your order [and, if you
sign up, to send marketing emails]. Details and your choices:
[privacy policy URL]
How do I unsubscribe from marketing emails?
Use the unsubscribe link in any marketing email, or email
[support email].
CONTACT
How can I contact you?
Email [support email] [or call [business phone number]],
[days and hours, time zone]. [Shop address or pickup details.]How to build the FAQ page in Shopify without code
Both no-code options start with a page in your Shopify admin. Option 1 works with any theme and suits a short FAQ. Option 2 groups questions into accordions, which keeps a long page compact, but the answers are saved in the theme, so a theme change means rebuilding them.
Option 1: write the FAQ in the page content
- From your Shopify admin, go to Online Store > Pages and click Add page.
- Enter a clear title, such as "Frequently asked questions".
- Paste your filled-in template into Content, formatting topics and questions as headings.
- Under Visibility, keep Visible, or choose Hidden while you draft. Click Save.
- In Search engine listing, click the pencil icon to set the page title, meta description and a short URL handle such as
faq.
These steps follow Shopify's guide to creating and editing pages.
Option 2: build an accordion FAQ page template
In Shopify's own theme code, Dawn's accordion is the Collapsible content section, and Horizon has an FAQ section preset built from an Accordion block. Labels can differ between theme versions, so match them to your theme editor.
- Create and save the page as in Option 1, with only a short intro in Content.
- Go to Online Store, find your theme, and click Edit theme.
- Open the Home page drop-down, choose the page template type, and click Create template. Name it (for example,
faq), base it on the default page template, and click Create template. - Click Add section, add the accordion (see below) with one row per question, and click Save.
- In Online Store > Pages, open the FAQ page, choose the new template from the Theme template drop-down in the Online store section, and click Save.
In Dawn, add one Collapsible content section per topic and set its Heading, such as "Shipping". In each Collapsible row block, the Heading is the question and Row content is the answer.
In Horizon, search the section list for FAQ and replace the sample rows. Each Accordion row has a Heading for the question and a Text block for the answer.
Shopify's templates guide notes that the Theme template drop-down lists only templates in your live theme, so build the template in the published theme.
Add the FAQ page to your footer menu
Go to Content > Menus, open the menu your theme shows in the footer, and click Add menu item. Name it "FAQ", choose Pages in the link field, select the page, click Add, then Save menu. Shopify's guide to editing menu items recommends picking the page from the list rather than pasting a URL. Link the FAQ from your contact page too.
How do you add FAQs to product pages?
Product-page FAQs answer the questions that hold up a purchase. In Dawn, use the Collapsible row block in the product information section. In Horizon, add an Accordion block there.
Shopify's theme troubleshooting guide notes that text typed directly into a collapsible block shows on every product page. That suits store-wide rows such as "Shipping and returns": one sentence and a policy link. For answers that differ by product, the same guide uses a product metafield:
- Go to Settings > Metafields and metaobjects, choose Products, and click Add definition.
- Name it (for example, "Product FAQ"), click Select type, choose Text, then Multi-line text, and save.
- Fill in the metafield on each product, in the metafields section near the bottom of the product page.
- In the theme editor, open the product template, select the collapsible row, click Connect dynamic source next to Row content, and pick the metafield. Save.
Each product then shows its own answer. Shopify's troubleshooting guide says no content displays where the metafield is empty, but Dawn's product section code still outputs the row's heading, so those products show the question with nothing under it. Fill the metafield on every product that uses the template, or give products without an FAQ a separate product template. In Horizon, connect the metafield to the Text block inside the accordion row. Dawn rows also have Row content from page, which shows one of your pages inside the row, such as a shared size guide (see our Shopify size chart guide).
Keep FAQ answers consistent with your store policies
Your policies live in Settings > Policies. Shopify's policies guide says that, by default, published policies are linked in the checkout footer, the return policy on the order review page, and the shipping policy on product pages and in the cart. Shoppers can read the FAQ and the policy in the same visit, so a mismatch shows.
Shopify can also generate several policies from your store settings with Use automated policy and keep them in sync when those settings change. Your FAQ doesn't update itself, so treat the policy as the source of truth:
- Copy numbers from the policy: return window, processing time, free-shipping threshold and refund method.
- Don't repeat details that change often, such as exact rates. Link to the policy instead.
- Update the FAQ the same day you change a policy or the setting behind it.
- Use business contact details, not personal ones: like your policies, the FAQ is public.
Need the policies first? See our Shopify shipping policy template, Shopify refund policy template and Shopify privacy policy guide, or ShopOpsy's one-time legal page bundle, which drafts all five policies together. This is general information, not legal advice: ask a qualified professional what your store must disclose.
Does a Shopify FAQ page still need FAQ schema?
Not for Google. In August 2023, Google limited FAQ rich results to "well-known, authoritative government and health websites". Its Search documentation updates then record that Google deprecated the feature in May 2026, with FAQ rich results no longer appearing from 7 May 2026, and removed the documentation in June 2026. Google's 2023 post adds that unused structured data doesn't cause problems, so FAQ markup a theme or app already outputs can stay. Just don't add it expecting a result.
Write for shoppers and AI answers instead. Google's guide to generative AI features in Search, updated in July 2026, says no special schema.org markup is needed for those features and recommends writing for your human audience, with headings that give the page a clear structure. A question heading followed by a direct, specific answer does exactly that.
How to keep your FAQ page up to date
| Trigger | What to update |
|---|---|
| Monthly support inbox review | Add repeated questions; rewrite answers that still cause follow-up emails |
| Policy or store setting change | Return window, processing time, refund method, shipping regions |
| New market or payment method | Shipping, duties and payments answers |
| Theme change | Rebuild the accordion template; recheck links and product rows |
Each month, tag the previous month's support emails by topic. If a repeated question isn't on the FAQ, add it. If it is, the answer isn't working: make it more specific, move it higher, or add it to the product page. Then update the "Last reviewed" date. For time-limited news such as holiday order cutoffs, use a Shopify announcement bar that links to the relevant FAQ answer.
Frequently asked questions
Do I need an app to create a Shopify FAQ page?
No. A standard page works with any theme, and Dawn and Horizon include accordion sections you can add without code. Add an app only for features your theme doesn't have.
Should my FAQ page repeat my refund and shipping policies?
No. Summarize each rule in a sentence or two and link to the full policy, so there is one complete version to keep current.
How many questions should a Shopify FAQ page have?
There's no fixed number. Cover the questions your inbox receives repeatedly and cut the rest. Google's AI features guide says there's no ideal page length, so let real questions set the length.
Sources
- Creating and editing pages — Shopify Help Center, accessed 22 October 2026.
- Templates — Shopify Help Center, accessed 22 October 2026.
- Add, remove, or edit menu items in your online store — Shopify Help Center, accessed 22 October 2026.
- Adding store policies — Shopify Help Center, accessed 22 October 2026.
- Troubleshooting your online store theme — Shopify Help Center, accessed 28 October 2026.
- Dawn theme: sections/collapsible-content.liquid — Shopify on GitHub, accessed 22 October 2026.
- Dawn theme: sections/main-product.liquid — Shopify on GitHub, accessed 28 October 2026.
- Horizon theme: sections/section.liquid — Shopify on GitHub, accessed 22 October 2026.
- Changes to HowTo and FAQ rich results — Google Search Central Blog, accessed 22 October 2026.
- Latest Google Search documentation updates — Google Search Central, accessed 22 October 2026.
- Google's guide to optimizing for generative AI features on Google Search — Google Search Central, accessed 22 October 2026.
