Zipline Cancellation, Refund, and Credit Policy
Zipline is committed to delivering every order safely and accurately. This policy explains when orders may be canceled and how to request a refund, credit, return, or replacement.
Restaurant Orders
Restaurant orders are generally final once confirmed because preparation begins immediately. Confirmed restaurant orders cannot normally be canceled or refunded.
An exception may be considered when an order or item:
Is damaged during delivery
Is missing
Was prepared incorrectly or does not match its description
Experiences an unreasonable delay
Is delayed or cannot be delivered because of weather-related flight restrictions
Report the issue to Zipline Customer Support within 24 hours of delivery. Our Support team will review the circumstances and may provide a partial refund, full refund, credit, or another resolution, depending on the situation.
A late restaurant order is not eligible for a refund solely because of the delay if it is ultimately delivered. Weather-related delays may be reviewed separately.
Retail, Grocery, Health, and Personal Care Orders
Eligible non-restaurant orders may be canceled until they begin being loaded for drone delivery. To check whether cancellation is available, open the order details in the Zipline app and select Cancel, if shown.
Delayed retail orders may also be canceled from the order details page when the cancellation option is available. For help with a cancellation, contact Zipline Customer Support.
Refund requests must be submitted within 24 hours of delivery. A refund, credit, or replacement may be considered when:
An item is damaged or leaking
An item is missing
The wrong item was delivered
An item is expired or unusable upon delivery
The order was not delivered because of weather, an obstacle, or another delivery issue
All requests are reviewed and verified by Zipline Customer Support. Approval depends on the reported issue, the product’s eligibility, and any available order or delivery information.
When an order is marked as delivered but cannot be located, Zipline will review delivery records. A refund or reshipment may not be available when delivery is confirmed through GPS data and timestamps.
To request a return or a replacement for an undelivered item, contact Customer Support for instructions.
Missing or Incorrect Items
For a missing or incorrect item, you may be eligible for either:
A Zipline credit, which is added to your account and automatically applied to a future eligible order
A refund, which is returned to the original payment method. This can take up to 10 days, but is often completed sooner.
When only part of an item is missing, such as a component or ingredient, a partial credit is typically provided. Full refunds may be considered in limited circumstances.
Items canceled because they were out of stock are not charged, so a separate refund is usually unnecessary. Check your order details to confirm the item’s status.
If an entire order is not delivered because of weather or a drone-related issue, it may be canceled and refunded, or a replacement may be requested.
How to Report an Issue
Contact Zipline Customer Support through the app within 24 hours and include:
The affected order and item
A description of what happened
Whether one item or the entire order was affected
Any photos or other information requested by Support
Whether you prefer a credit, refund, or replacement, when applicable
Requests made outside the 24-hour reporting period may not be eligible for a refund, credit, or replacement. Refunds are handled by Zipline Customer Support rather than store or restaurant employees.
Returns Process
Our current return process may vary by location and partner. Contact Customer Support for assistance with returning an item.
Refund and Authorization Timing
Approved refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your financial institution.
When an order is canceled before delivery, a temporary authorization hold placed at checkout is generally released within 24–48 hours. Your bank may take additional time to update the available balance.
Additional Credit Information
If you use a credit to reorder a missing item and the replacement is later canceled because it is out of stock, the original credit may not automatically return to your account. Contact Customer Support for assistance with a replacement credit.