At Zipline, we are committed to delivering exceptional service and ensuring that each order arrives safely and accurately. Our refund policy is designed to provide clarity and consistency while maintaining fairness for our restaurant and retail partners.
Order Cancellations & Refunds for Restaurant Orders
Once a restaurant order has been placed, it cannot be canceled or refunded. Due to the real-time nature of food preparation and delivery, Zipline is unable to offer refunds or accept cancellations for any restaurant order once it has been confirmed.
If an item or order is:
Damaged in transit
Missing
Prepared improperly or not as described
Encountered an unreasonable delay
Please contact Zipline Support within 24 hours of delivery. We will review the issue and work to make it right, which may include a partial or full refund or other resolution at Zipline’s sole discretion.
Refunds for Retail, Health, and Other Orders
For non-restaurant orders (including retail, grocery, health products, and personal care items), refund requests must be submitted within 5 business days of delivery. Retail orders may be cancelled until the order is being loaded into the aircraft for delivery.
Refunds may be approved if:
The item was damaged or leaked
The wrong item was delivered
The item is unusable or expired upon delivery
All requests are subject to review and verification by our Support team. Zipline reserves the right to approve or deny any refund request based on the condition reported, product eligibility, and available documentation.
If you would like to return any ordered products please contact Zipline customer support for additional information and handling.
Refund Timeframe & Processing
Approved refunds will be processed to the original payment method. Processing times may vary depending on your financial institution but typically appear within 5–10 business days after approval.