1. Scope & Eligible Recipients 2. Definitions 3. Order Placement & Confirmation 4. Delivery Date, Time Frame & Cut-off 5. Minimum Order & Fee Structure by Group/Area 6. Special Agreements (by contract) 7. Delivery/Reception & Re-coordination Rules 8. Counting & Complaints 9. Service Area & Updates 10. Force Majeure 11. Amendments & Effectiveness 12. Contact