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 most current cancelation and refund policy.
To report a damaged or unsatisfactory item:
Contact support through the app's chat function. If calling, we may ask you to send them to [email protected].
Specify the affected item(s) and describe the issue.
Provide clear photos of the damage, using good lighting and multiple angles. Additional images may be requested for verification.
Zipline may make the problem right by one of the following:
Provide an account credit good for 1 year from date of the order equal to the retail value of the product. Credits are typically applied immediately and will automatically apply to your next order at checkout.
Offer a refund for the item, which typically takes 3–5 business days to be returned to your payment method, though it may take up to 10 days depending on your bank or card issuer.
For higher-cost items, you may need to return the item to the store to receive a refund or credit.
Note: Zipline may request or require photographs to help us train our staff and improve service. Photos are also typically required to process refunds or credits. Exceptions may be made at the specialist's discretion if photos cannot be provided, but this is not guaranteed.
Photos are monitored for image manipulation to ensure validity and authenticity of the image. Fraudulent photos will not be accepted.
Zipline will also pass photos back to our partners to improve product quality by those partners. If your damaged item was part of a Walmart order placed through Zipline, you have two options:
Refund to a Walmart gift card: Bring the item and purchase barcode/receipt to the Walmart service counter to get a gift card.
Refund to your original payment method: Complete the return at Walmart, take a photo of the return receipt, and send it to Zipline support. Refunds typically appear within 1–5 business days.