US online shoppers are increasingly prioritising convenience, with 93 per cent favouring fast, free delivery and easy returns, according to the ‘2026 DHL eCommerce Trends Report.’
It also found rising cross-border shopping, wider use of digital wallets, and growing demand for AI-powered shopping, while inventory shortages, delivery issues, and trust concerns remain key barriers to online purchases.
Based on responses from 1,000 US shoppers, the report found that convenience is the strongest common preference across all generations, including Gen Z, Millennials, Gen X and Baby Boomers.
Pablo Ciano, global CEO of DHL e-commerce, said retailers that close the expectation gap in areas such as delivery, returns and AI-enabled shopping would be best positioned to succeed in the US market.
The report showed that cross-border shopping continues to gain momentum, with purchases from China rising from 60 per cent in 2025 to 63 per cent in 2026, followed by the UK (25 per cent to 28 per cent) and Canada (18 per cent to 23 per cent). However, trust remains a major hurdle, as 52 per cent of respondents said concerns over fraud and lack of trust, discourage them from buying internationally.
Inventory shortages and delivery issues were identified as the biggest reasons for cart abandonment. Around 68 per cent of shoppers abandoned purchases because products were out of stock, 66 per cent cited unsatisfactory delivery options, and 62 per cent pointed to unexpected customs duties and taxes.
The report also highlighted changing payment preferences, with 66 per cent of US consumers now using digital wallets, making them the second most popular payment method after credit and debit cards, which are used by 87 per cent of shoppers.
Consumers are increasingly receptive to artificial intelligence (AI) but remain cautious about its use. Around 64 per cent cited privacy, trust and security as their biggest concerns regarding AI, while 46 per cent want AI-powered fraud detection and 40 per cent expect real-time inventory updates and back-in-stock alerts.
Looking ahead, 57 per cent of shoppers said same-day or even faster delivery and returns would be their top expectation over the next five years, ranking ahead of parcel lockers, personalised delivery windows and other fulfilment services.
The report also found that second-hand shopping has become mainstream in the US, with 51 per cent of consumers purchasing pre-owned or refurbished products, making the country the world’s second-largest market for such purchases after France.
DHL said retailers can remain competitive by offering faster and more flexible delivery and returns, improving inventory accuracy and real-time visibility, strengthening cross-border trust, expanding digital wallet acceptance, deploying AI features that enhance security and transparency, and supporting the growing second-hand and circular economy.
Fibre2Fashion News Desk (CG)
