The Zipline App
The Zipline app is used to manage your account, browse storefronts, and place and track orders. It has various sections to make shopping, ordering and monitoring your delivery easy and convenient.
The Home screen
The main screen is shown anytime you log into your account and is based on the delivery address you entered.
Delivery address
The delivery address shows at the very top of the screen.
Storefronts
Just below the delivery address, available storefronts are shown, along with their status.
A time range indicates the store is open and shows the estimated delivery time if an order is placed.
Other statuses may be displayed depending on whether the store is accepting orders or is closed, high volume is being experienced, or delays or closures are in place.
How it works
This section provides an overview of how Zipline deliveries work, opening a guide that describes the process.
Menu options
Various menus are available to help manage your account, check historical orders, check messages between you and Customer Support, get help and more. To access the menu options, tap the = in the upper right corner of the screen.
Profile
This section allows you to update the name, email address and phone number associated with your account.
Note you must tap the "Contact us" option to change your phone number, it's not directly editable in the app.
This opens the "Contact us" option to reach out to customer support.
You can select or modify your delivery point in the app by tapping the pencil icon in the "delivery point" box. This box also shows the address you are selecting a delivery point for.
You can save changes to the profile by clicking the "Save" button.
You can sign out by clicking the "Sign out" button.
A "delete profile" link is below the sign out button on the profile details page. If you want to delete your profile, tap that and a request is sent to our engineering team. Typically deletion of accounts occurs within 30 days.
The bottom of the profile details screen shows software version details and the date/time it was produced. It also shows your software status, such as "up to date", or "update available".
Version information is helpful when reporting bugs or issues with the app, so grabbing a screen capture of this and sending to support is very helpful.
Order History
This section shows your order history with the newest orders first and the status of the orders, such as Canceled, Delivered, etc..
Tapping an order in the Order history screen shows greater detail of that order, including the items in the order, the item price, subtotal, delivery fees, service fees, tax, any refunds or credits and the order total. The delivery point and address corresponding to the order is also shown.
The order number is displayed, which is very helpful when contacting support; however, our systems should populate that for customer support if you reach out from within the order.
The ability to contact Customer Support is also available in the order detail screen. Simply tap the "contacdt us" option.
View delivery screen
The "View delivery" button shows additional information about the order. The top portion of the screen is similar to what you would have seen in the app during the actual delivery, including the address and delivery point selected for the delivery.
You can continue to shop from the view delivery screen by tapping "Continue shopping", which is handy if you are monitoring an order awaiting delivery.
You can contact Customer Support by tapping the "Contact us" button.
You can go back to the your order history by tapping, "View order history".
Notifications
The notifications screen allows you to control notifications from Zipline. A disclaimed and links to "Terms of Service" and "Privacy Policy" can be found at the bottom of the screen.
There are 2 different types of notifications found in the Notifications screen.
Order Updates
Push Notifications - allows you to toggle push notifications to your device on/off.
Text messages - allows you to toggle text messaging to your device on/off.
Promotions & Offers
Opt in to occasional messages about delivery options, announcements, and offers from the Promotions & Offers section.
Push notifications - allows you to toggle push notifications to your device on/off.
Text messages - allows you to toggle text messages to your device on/off.
Email - allows you to toggle email messaging from Zipline on/off.
Contact Us
This section gives you access to the help you may need while using the Zipline app and using our delivery service.
Messages
This section shows you messages you've had with Customer Support. To review messages, simply tap a message and review the conversation.
Messages that have not been read will have a red dot on the far right.
Messages that are read will have a right arrow to allow you to review the conversation.
To start a new message, tap the new message icon just left of the X in the upper right of the screen. Follow on screen instructions to reach out to Customer Support
Help
This section contains helpful information for Zipline users, including FAQs, Guides and information related to Zipline safety systems. Tap a category go explore available content. Tap topics within categories to view the topic.
Send us a message
This section allows users to contact Customer Support. Simply tap that section and the Zipline Assistant opens. Follow on screen instructions to contact Customer Support.
Search for help
This section allows users to search for specific topics in the Help section of the Zipline app. Simply tap the option and enter your search term in the search field on the next screen. Matching results will be displayed for review.
Privacy policy
This section links out to Zipline's "Privacy Policy". Simply tap the link to review the "Privacy Policy".
Terms of Service
This section links out ot Zipline's "Terms of Service". Simply tap the link to review the "Terms of Service".
Managing your Zipline account
Questions:
How do I log into my account?
How do I access my account?
How do I get to my account?
How do I manage my account?
Answers:
Open the Zipline App.
Tap "Log in"
Enter your phone number
Tap "Send security code" - This will send a code via text to the phone number entered.
Enter the code in the Zipline App. Upon entering the correct code, the app will log in automatically.
Thats it! You're ready to order!
Note: If you are not receiving the one time password (OTP) security code, it's possible your device was opted out of getting them at some point.
To opt back in, text the word START to phone number +1-720-619-8630. This will opts back into SMS messaging.
Try obtaining an one time password OTP again.
Ordering and tracking delivery in the Zipline app
Questions:
How do I order in the Zipline app?
How do I place an order?
How do I order?
I need help ordering.
Where do I go to order?
Answer:
Tap on a storefront in the app to open it
Browse or search for your favorite items.
As you add items to your cart, an indicator at the bottom of the app keeps track of the weight and dimension of your order and will let you know if you reach the current limit for a delivery.
You can place multiple orders to get all of your items delivered.
When you are ready to checkout, tap the blue "Zip" cart button.
Tap to select your payment method
To change the payment method, tap the pencil icon
Click the Place Order button
Congratulations! Your order has been placed!
Tracking an order
Questions:
How do I track my order?
Where's my order?
Why is my order not here yet?
My order was supposed to be here already, where is it?
My order is late, why?
Answers:
The order tracking screen is presented immediately following oder placement to allow monitoring of the delivery
If your order needs to be split into more than a single delivery, it will be noted on the tracking screen. It's possible to see multiple deliveries associated with a single order. It means you'll get more than one aircraft delivering your order!
Swipe up on the screen to see order details and a cancelation option.
Tap "Back to store" to return to browsing for more items.
Tap "Cancel order" to cancel your order. You will be asked to confirm just to make sure.
Tracking Screen
Questions:
How do I track my order?
I got out (or exited) my tracker (or tracking screen), how do I get back to it
I closed my tracking screen (or tracker).
Answers:
If you've navigated away from the tracking screen and you need to get back to it, tap the = in the upper right corner of the Home screen.
Tap "Order history" to access you orders; the newest will be at the top.
Tap the order you want to track to view it.
Account Credits
Questions:
Why does Zipline offer credits?
Why do you offer credits?
Why are credits necessary?
Answers:
Zipline takes customer obsession very seriously. If our customers have an experience that doesn't meet our high customer service bar, we may offer account credits as a way of saying we're sorry and to make it right.
Questions:
Where do I find account credits?
Where are my credits?
Why can't I see my credits?
Answers:
Account credits will show in the checkout page. From an order, tap the checkout button at the bottom of the screen.
Questions:
How do credits work?
How do I use account credits?
Answers:
The credit value available in your account will be shown just above the total for your order. Any available credit will be automatically applied to your order.
If the value of your credit is more than the order total, the remainder of the credit will be applied to the next order. Only one account credit will be applied to an order at a time and the oldest credit will be applied first.
Questions:
What does account credits cover?
Can I use account credits for taxes?
Can I use account credits or fees?
Answers:
Finally, this credit applies to the order total and can cover taxes and fees!
Change your payment method
Questions:
How do I change my credit card?
How do I change my payment method?
How do I pick a credit card?
How do I add a payment method?
How do I add a credit card?
Answers:
You can change your payment method by taking the following steps:
Begin an order and tap the large blue "Checkout" button at the bottom of the screen.
Now tap the pencil icon near the Place order button.
Tap the "+ add" button to add a new payment method.
Input the payment details. When all fields have been entered, tap the "Continue" button.
Change your address or delivery point
Questions:
How do I change where I get deliveries?
How do I change where my delivery lands?
How do I change my drop location?
Can I change my drop area?
Can I change where my delivery lands?
My address changed, how do I update my address?
I moved and need to change my address.
How do I change my address?
I need to update my address.
Answers:
Method 1 - Zipline Home Screen
Change the delivery point
Find the address listed at the top of the Home screen and tap the down arrow to the right side of it.
An aerial image of the address is shown with available delivery points.
To change a delivery point, tap the delivery point you want to select it.
The "Next" button will turn blue. Tap it to continue. Tap the "Confirm" button and you'll be taken back to the home screen.
Change the address and delivery point
To change the address, tap the "Change address" button at the bottom of the screen.
Enter the new delivery address in the search field. Suggested addresses will appear in the list below the search field. Select your address from the list or continue typing, then tap the "Search" button on the keyboard. NOTE: do not include apartment, unit, or suite numbers.
An aerial image of the address is shown with available delivery points.
To change a delivery point, tap the delivery point you want to select it.
The "Next" button will turn blue. Tap it to continue. Tap the "Confirm" button and you'll be taken back to the home screen.
NOTE: If the new address is not yet serviceable, the app will indicate this. Our team will reach out to you as soon as we begin delivering to your new address.
Method 2 - Profile Section
Change the delivery point
Tap the menu icon in the upper right corner (=).
Tap on "Profile".
Tap the pencil icon to the right of "Delivery Point" to make changes.
An aerial image of the address is shown with available delivery points.
To change a delivery point, tap the delivery point you want to select it.
The "Next" button will turn blue. Tap it to continue. Tap the "Confirm" button and you'll be taken back to the home screen.
Change the address and delivery point
Tap the menu icon in the upper right corner (=).
Tap on "Profile".
Tap the pencil icon to the right of "Delivery Point" to make changes.
Tap "Change address" button at the bottom.
Enter the new delivery address. Suggested addresses will appear in the list below the search field. Select your address from the list or continue typing, then tap the "Search" button on the keyboard. NOTE: do not include apartment, unit, or suite numbers.
An aerial image of the address is shown with available delivery points.
To change a delivery point, tap the delivery point you want to select it.
The "Next" button will turn blue. Tap it to continue. Tap the "Confirm" button and you'll be taken back to the home screen.
NOTE: If the new address is not yet serviceable, the app will indicate this. Our team will reach out to you as soon as we begin delivering to your new address.
Notifications and how to enable or disable them
Questions
How do I change how I get notified?
I get too many messages. How can I control them?
I don't want text messages. How do I stop them?
I don't want promo (or promotional) stuff. Can I stop it?
I'm not getting notifications. Why?
Answers:
In order to be notified of events related to your order and promotions, please ensure that push notifications are enabled in the Zipline App and your device settings. You can do this from the Notifications menu. We recommend enabling all notifications, to stay up to date with your deliveries, promotions and offers, you can always adjust these later.
Access notification settings
Open the app and tap the menu in the upper right corner (=).
Tap on "Notifications".
Order update notifications
To enable or disable push notifications, set the toggle on or off
To enable text messaging to your device, set the toggle on or off
Promotions and offers
You can opt into occasional messages about delivery options, announcements, and offers.
To enable or disable push notifications, set the toggle on or off
To enable text messaging to your device, set the toggle on or off
To enable email messaging to the email address you used to sign up, set the toggle on or off.
Note: Be sure to check your device settings to ensure push and text notifications are allowed from the Zipline app, otherwise these override settings set in the app.