What Are Delivery Instructions? Definition and Examples

Customer-provided instructions that guide the carrier on where or how to deliver an order.

Delivery Instructions Customer-provided instructions that guide the carrier on where or how to deliver an order. These instructions tell drivers and logistics teams what the recipient expects at the point of delivery — for example whether a package should be left at a porch, handed to a concierge, delivered to a loading dock, or placed behind a planter for discretion.

Delivery instructions range from a single note on a parcel to a formal set of requirements attached to a BOL or electronic shipping record. Small parcel platforms, eCommerce checkouts and transportation management systems (TMS) all have fields for adding delivery notes. Carriers may accept, ignore, or partially comply depending on their policies, the service level purchased, and safety or legal constraints.

What Delivery Instructions Typically Cover

Delivery instructions commonly specify access details, timing, handling and contact procedures. Access details include gate codes, intercom numbers, and truck size restrictions; timing covers appointment windows or do-not-deliver times; handling covers whether a liftgate, inside delivery, or signature is required; contact procedures instruct drivers to call, knock, or leave the item in a secure location.

• Access Details: Gate codes, loading-dock numbers, low-clearance warnings and delivery hours that affect driver access.
• Handling Requirements: Need for liftgate, pallet jack, two-man lift, fragile handling or temperature control.
• Proof Of Delivery: Signature required, photo evidence, or barcode scans on acceptance.
• Preferred Location: Leave at back door, with concierge, or behind planter for security.
• Contact Instructions: Call on arrival, text only, or no-contact delivery options.

Why Delivery Instructions Matter

Clear delivery instructions reduce failed delivery attempts, save time, and cut costs. A driver who knows there’s a narrow access road or a mandatory appointment window plans route stops differently; that reduces dwell time and lowers detention or re-delivery charges. For eCommerce merchants, clear notes reduce customer complaints and returns caused by damaged or misplaced goods.

They also shape operational choices: an order flagged "inside delivery" may need scheduling with a white-glove carrier and different billing. Conversely, an ambiguous note such as "leave at back" can lead to theft risk and disputes, especially if a carrier’s proof-of-delivery photo shows the package in an insecure spot.

How Carriers Receive And Process Instructions

Carriers obtain delivery instructions from shipping labels, the shipping manifest, EDI/TMS messages, supplier notes, or directly from the consignee via the carrier app. Larger carriers have standardized fields (e.g., "Delivery instructions" on a parcel shipment); for freight, instructions are usually written on the BOL or entered into a TMS and passed to the carrier during tendering.

Once received, instructions are subject to carrier operational rules. Examples: some carriers refuse to accept gate codes for security reasons, others will not leave packages without a signature on certain services. Specialized services—white-glove delivery, appointments, liftgate—must be booked and billed appropriately; simply writing the need on the label does not guarantee the carrier will supply that service unless it's explicitly ordered.

How Delivery Instructions Affect Cost And Service Levels

Specific instructions often change pricing. Appointment deliveries, inside delivery, and liftgate service typically add fees. Choosing a higher service level (e.g., residential liftgate) or scheduling a narrow delivery window increases carrier charges. Carriers may also charge for re-delivery or additional stops when initial instructions are insufficient or access fails.

• Added Fees: Appointment, liftgate and residential delivery commonly carry surcharges.
• Service Selection: Using the correct shipping service (FTL, LTL, parcel with signature) ensures carriers allocate appropriate resources.
• Re-Delivery Costs: Failed deliveries due to unclear instructions can create detention, return-to-origin or re-delivery fees.

Practical Examples

Example 1: A merchant adds "Deliver to loading dock A, call 555-0123 on arrival, forklift available" on a pallet shipment. The carrier schedules a liftgate truck only if liftgate is specifically ordered; otherwise the note helps the driver prepare and may avoid detention if a dock and equipment are available.

Example 2: An online shopper ticks "Leave package on porch" during checkout. The parcel carrier’s policy for that service may allow leave-at-door, and the driver may take a photo as proof. If the item is stolen, the merchant and carrier will refer to the proof-of-delivery and the original instruction during claims.

Example 3: A consignee provides a gate code. For liability and security, many carriers request the shipper or receiver confirm access codes separately and may restrict placing those codes on public labels; some shipping portals provide secure notes visible only to the driver app.

Tips For Writing Effective Delivery Instructions

• Be Specific: Give exact location identifiers ("Dock 3, door B") rather than vague phrases like "back of building."
• Include Contact Details: Provide a direct phone and specify whether to call or text on arrival.
• Match The Service: If you need a liftgate or appointment, select and pay for that service rather than just noting it on the label.
• Prioritize Safety: Avoid instructing drivers to bypass safety procedures or enter unsecured areas; carriers will not comply if unsafe.
• Use Carrier Fields: Place instructions in the official delivery field in your TMS or carrier web portal, not only on a packing list.

In short, the Delivery Instructions attached to an order act as the operational bridge between the shipper, carrier and consignee. Well-written, service-aligned instructions reduce cost, prevent failed deliveries and protect goods; poorly written or improperly submitted instructions increase risk, delays and extra fees.