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 are generally final once confirmed because preparation begins immediately. Confirmed restaurant orders cannot be canceled or refunded.

An exception may be considered when an order or item:

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.

Zipline may cancel an order when it cannot be completed successfully. Common reasons include:

If all items in an order are out of stock, the order is automatically canceled because there is nothing available to deliver.

You may be able to find more detail in your order history. Open the canceled order and review the order details — individual items may show a status such as Fulfilled or Out of stock. If the reason is still unclear, contact Customer Support.

Weather can temporarily pause Zipline operations without automatically canceling your order. If your order is delayed due to weather, you may:

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.

Cancellation availability depends on the order's status:

Refund requests must be submitted within 24 hours of delivery. A refund, credit, or replacement may be considered when:

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.

For a missing or incorrect item, you may be eligible for either:

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.

If an item was expected but was not in your delivery, contact Customer Support so the order can be reviewed. This is different from an item marked out of stock during fulfillment — out-of-stock items are removed before delivery and should not appear in your final charge.

Contact Zipline Customer Support through the app within 24 hours and include:

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.

Our current return process may vary by location and partner. Contact Customer Support for assistance with returning an item.

Approved refunds are returned to the original payment method and typically appear within 5–10 business days by our payment processor 

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. The exact timing of the release may vary depending on your bank's processing times.

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.

Zipline may issue account credits for reasons such as customer service resolutions, promotional offers, price adjustments, missing or incorrect items, or refunds that cannot be returned to the original payment method.

Credits are applied automatically at checkout to eligible future orders. Important details:

Available credits appear on the checkout screen before you place an order. To view them:

If a credit was just issued, it may take a short time to appear. If you do not see it immediately, wait briefly and check again.

Some credits have expiration dates. Once a credit expires, it will no longer appear in your account or at checkout. In some situations, Customer Support may reissue an expired credit as a one-time courtesy — if reissued, use it before the new expiration date.

A courtesy credit is a credit Zipline may offer as a one-time gesture, including situations where there was no error on Zipline's part. Courtesy credits typically expire after 10 days.

If you see two charges and received two separate deliveries, two distinct orders may have been created — each completed order may have its own charge.

If you believe you were charged twice for the same order, or if your pending charge is higher than your final order total, contact Customer Support so the transactions can be reviewed. A pending hold may be higher than the final charge because it is placed before out-of-stock or canceled items are removed and before the final total is confirmed.

Open the specific order in the Zipline app and review the order details to confirm which items were fulfilled, which were removed, any refunds or adjustments applied, and the final order amount.