As a customer, if I'm ordering something, I do check my email & my phone messages to specifically look for communication from a seller. Most email a confirmation that my order was received, which is nice. Perhaps it is important to educate your consumer and have them refer to policies and stress that you will be communicating in a specific way! I also, usually read a companies policies before I order, so I know what to expect. (I know not everyone does that.) Something that seems like a simple practice in business might not be understood by the consumer. When placing an order, before your check-out can you have a pop-up that reminds them to read your policies to ensure their personal satisfaction with your business? Is that an option? Can you put more information with your shipping comments, as most people want to know what method or how the shipping is to be expected (ex; Post Office,UPS, or whatever). If a repeat of policies is here maybe they'll see it.