> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.rendr.delivery/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.rendr.delivery/_mcp/server.

# Customer-Facing FAQ Templates

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

> **Tip**
>
> 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.