After almost every delivery, our pod will return to the drone and the drone will fly back to a dock. Occasionally, our system will encounter an unexpected situation and determine that the safest course of action is to leave the pod behind at the delivery site.
When this occurs, we’ll call you immediately. At the same time, the team member monitoring the flight is notified and will dispatch someone to retrieve the pod. For your safety, please do not touch the pod.
Our customer support team is also available during delivery hours to answer questions.
To contact customer support:
Call us at +1-855-947-5163, OR
Use the Zipline app and click on the “Contact Us” button
What happens next?
Someone from our team will recover the pod and we’ll update you when it’s been recovered.
If you placed the order through Zipline, we’ll refund or replace your items free of charge.
Safety precautions
Always stay a safe distance away from the pod, and please keep others from the area.
FAQS
Can I get items out of the pod?
No, please wait for Zipline to retrieve the pod and the package safely.
Do I need to stay here until the Zipline team arrives?
No need—we will take care of recovering the pod.
We’ll call you and get your permission before recovering the pod from your property.
What if the pod looks like it poses a safety risk?
If the pod is in a dangerous position or you believe poses an immediate safety risk, please call 9-1-1.
Thank you for helping us provide reliable, safe service to our community.