Merchant Onboarding & Enablement

Customer-Facing FAQ Templates

Sample FAQ copy to help customers understand your new delivery options
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When you turn on a new delivery option — such as Same Day or 3 Hour Delivery — it’s important to proactively notify your customers about it. Customers are far more likely to trust and choose a new delivery option (and less likely to contact support with questions) when it’s clearly explained at checkout, on a dedicated shipping/delivery FAQ page, and in your order confirmation emails.

At a minimum, we recommend:

  • Adding a Shipping & Delivery FAQ page to your storefront that explains each delivery option, its cut-off times, and coverage area
  • Surfacing the delivery option and its cut-off time at checkout, so customers know what to expect before they order
  • Mentioning the option in order confirmation and marketing emails when it’s newly launched

Some other Rendr merchants have published dedicated Shipping & Delivery FAQ pages for inspiration on structure and tone — for example House, SIR., Mister Zimi, and Nutrition Warehouse each have their own Same Day / 3 Hour Delivery page. Use these as a reference for the kind of content to include, then write your own copy in your brand’s voice rather than reusing theirs directly.

Sample FAQs

The templates below can be copied into your own Shipping & Delivery FAQ page and adjusted to match your cut-off times, coverage area, and brand voice.

What is Same Day Delivery?

Same Day Delivery lets you receive your order on the same day you place it, provided your order is placed before our cut-off time of [12pm]. Orders placed after the cut-off will be delivered on the next available day.

What is 3 Hour Delivery?

3 Hour Delivery gets your order to you within just a few hours of ordering. This service is available for orders placed before [insert your store’s cut-off time], so our team has time to pick, pack, and hand your order to a driver before close.

What are the cut-off times for these services?

  • Same Day Delivery: Order before 12pm for delivery that day.
  • 3 Hour Delivery: Order before [X:XX] for delivery within 3 hours.

Orders placed after the relevant cut-off will automatically move to the next available delivery window.

Which areas are eligible for Same Day / 3 Hour Delivery?

[Insert your eligible postcodes/regions here.] Enter your delivery address at checkout to see which options are available for you.

How do I track my order?

Once your order is booked, you’ll receive a tracking link by SMS and email. This link updates in real time as your order is collected and delivered, and lets you see your driver’s estimated arrival time.

Can I change my delivery instructions after ordering?

Yes — where supported, you can request a secure link from your tracking page to update your delivery instructions (such as adding authority to leave or changing where the parcel is left) after your order has been booked.

What if I’m not home when my order arrives?

If you’ve given authority to leave, your order will be left in a safe place at your address. If authority to leave hasn’t been given — for example, for higher-value or age-restricted orders — someone will need to be present to receive and sign for the delivery.

Do I need to be present to receive my delivery?

This depends on your order. Some orders require someone to be present (for example, age-restricted goods or high-value items), while others can be left safely without you being home if authority to leave is enabled. Your tracking page will show which applies to your order.