Out of stock items
Some items out of stock
If an item is out of stock and cannot be provided as part of your order, Zipline's fulfillment team will remove it from the order. This will notify you in the Zipline app. Remaining items in the order will be fulfilled and delivered. You will NOT be charged for the items marked out of stock and not delivered.
All items out of stock
If all items in your order are out of stock, your order will be canceled automatically, as there will be nothing to ship. If your Zipline app doesn't indicate why an order was canceled, our support staff can verify if your order was canceled for an "all items out of stock" situation.
Fulfillment issues
Incorrect item delivered
If you received the wrong product in an order, Zipline can make it right in a few ways, subject to our Cancelation and Refund Policy.
Replace the item, sending it in a separate flight to the same address and delivery point as the original order.
Provide an account credit good for 7 days from date of the order equal to the retail value of the product.
Offer a refund for the item, which can take up to 10 days to be returned to your payment method (but typically takes only 3-7 days).
Note: Zipline may request or require photographs to help us train our staff and improve service.
Poor quality item
If you receive an item that is poor quality, spoiled, melted, open, expiration or sell-by date in the past, broken or otherwise compromised in quality, Zipline can make this right in a few ways, subject to our Cancelation and Refund Policy
Replace the item, sending it in a separate flight to the same address and delivery point as the original order.
Provide an account credit good for 7 days from date of the order equal to the retail value of the product.
Offer a refund for the item, which can take up to 10 days to be returned to your payment method (but typically takes only 3-7 days).
Note: Zipline may request or require photographs to help us train our staff and improve service. Zipline will also pass photos back to our partners to improve product quality by those partners.
Item missing from order
If you find an item missing from your order, Zipline will request a photo of what you did receive for training purposes with our staff. Zipline can make this right in a few ways, subject to our Cancelation and Refund Policy
Send the missing item in another flight to the same address and delivery point as the original order.
Provide an account credit good for 7 days from date of the order equal to the retail value of the item.
Offer a refund for the item, which can take up to 10 days to be returned to your payment method (but typically takes only 3-7 days).
Incorrect order received
It sometimes happens orders get crossed and customers may receive the incorrect order. If this happens, Zipline can make this right in a few ways, subject to our Cancelation and Refund Policy
Replace the order, sending it in another flight to the same address and delivery point as the original order.
Provide an account credit good for 7 days from date of the order equal to the retail value of the order.
Offer a refund for the item, which can take up to 10 days to be returned to your payment method (but typically takes only 3-7 days).
Note: Zipline may request or require photographs to help us train our staff and improve service.
Clearance item received
If you receive an item that is marked for clearance, but when you ordered, it was at the full retail price, Zipline will provide a credit for the difference between the retail price and the clearance price. The account credit will be good for 7 days from date of the order.
Note: Zipline may request or require photographs to help us train our staff and improve service.
Canceled orders
Orders can be canceled by the customer or by Zipline for a number of reasons.
Orders canceled by customer
If you place an order and decide for whatever reason you need to cancel, you may cancel up to the point at which the aircraft is being loaded. After the aircraft is loaded, the order can no longer be canceled, will be delivered and your payment method charged for the order.
If you cancel prior to being loaded, the order fulfillment process will halt and your payment authorization will be released in 3-7 days.
Orders canceled by Zipline
There may be times your order is canceled by Zipline. This can happen for a number of reasons.
Weather situations make it impossible to fly.
Technical issues with the fleet or supporting systems make it impossible to fly.
Events impacting the airspace prevent Zipline from flying.
Regardless of the reason for cancelation, Zipline will not charge you for your order and any payment authorizations during order placement will be released in 3-7 days.
Order changes
Product substitutions
At this time, Zipline's app does not allow for product substitutions. This is a frequently requested feature, but no timeline is available on when it might be available.
In lieu of substitutions, you may order again to get the product you want.
Changes to orders
Once an order is finalized, Zipline is unable to:
Change the delivery address
Change the delivery point
Change the ordered items
Add items to the order
The only thing Zipline can do once an oder is placed is cancel it, or cancel certain items within the order.
Zipline Order Questions
Can I place more than one order at a time? What if I need more items than can fit in a single delivery, can I order again?
Additional orders can be placed as needed to get the items you need. There may be times of high demand that prevent you from making a second order. If this occurs, you need to wait for a bit for the demand to subside. Our service is popular and with peak times, that might impact ability to place multiple orders around the same time.
Can I order for delivery later in the day? Can I order for delivery tomorrow? Can I order and schedule a delivery for a specific time?
Currently, Zipline does not offer scheduled delivery. Orders are ideally delivered within the estimated time of arrival (ETA) quoted when you placed the order.
Can I order my prescription and get it delivered by Zipline? Will my pharmacy delivery by air?
Zipline currently offers pharmacy delivery in Arkansas and Texas for Walmart pharmacy only. If you need to get delivery by Zipline for your pharmacy order, contact the Walmart pharmacy directly and ask that they send the order via Zipline. NOTE: Not all medications can be sent via Zipline delivery. Your pharmacist will have details on what is and isn't allowed.
My order was canceled. Why?
If your order was canceled, it may not be clear why. If you are uncertain, you can check the order history, find the order in question and check the order details. Each item will have a status listed, either fulfilled or out of stock. The same status is shown in the deliver tracker. Scroll down to see the ordered item. If all items in an order are out of stock this auto-cancels the entire order since there isn't anything to send.
Where can I find my order number? Where's my order number. I can't find my order number.
Your order number can be found under the order history or track order screens.