Neither of those are good.
What, exactly, do you need from your buyer? They should have already provided answers to your automated order questions, and those questions should be written in such a way that the buyer answers provide you everything that you need to complete the order. The order timers do not begin until the buyer has provided information for you to work with.
Also, if you are finding that it takes a while for buyers to respond to other questions during the order, extend your order delivery times to allow more time for the exchange of information. Perhaps your current 2-day delivery time just isn’t long enough.