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Start with the order confirmation and the app or merchant platform used to place the order. Check the live status, delivery address, designated drop location, and any messages. If the status does not explain the problem, contact Zipline at support@flyzipline.com. If you received a Zipline text, you can also reply HELP. Contact the merchant as well when the purchased item is missing or damaged, because the merchant controls product returns and refunds.
If an aircraft, Delivery Zip, or package is still at your property, keep people, pets, vehicles, and obstacles away. Zipline’s terms require at least six feet of clearance from the delivery area until the delivery is complete and say not to touch the aircraft, pod, or package until the pod has fully cleared the area.
First, decide whether this is a delivery problem or a product problem
Use two support paths when necessary. Zipline handles the flight and delivery experience: status updates, an aircraft that has stopped or landed unexpectedly, an unsafe delivery area, or a package that never reached the stated location. The merchant handles the goods inside the package and its return, refund, or replacement rules. A third-party ordering platform may have its own support process and terms too.
| What happened | Primary contact | Also contact |
|---|---|---|
| ETA passed or tracking stopped changing | Zipline support | The ordering merchant or platform if its status conflicts with Zipline’s |
| Order says delivered but you cannot find it | Zipline support | The merchant and, if applicable, the ordering platform |
| Item or packaging arrived damaged | The merchant for the product remedy | Zipline for the delivery incident |
| Aircraft or Delivery Zip remains on your property | Zipline immediately; use the Response Team contact for an aircraft recovery issue | No one should approach or move the equipment |
Do not assume that an estimated arrival time is a guarantee. Zipline’s Terms of Service, section 2.2.2, last updated October 24, 2025, state: “All delivery, pickup, or preparation times indicated through the Services are estimates only and do not represent a promise, commitment, or guarantee by Zipline.”
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If the delivery is delayed
1. Recheck the order in the original app
- Open the order confirmation, not a general account page.
- Verify the delivery address and the designated delivery area shown for that order.
- Read the latest status, push notification, text message, and any in-app explanation.
- Check whether the merchant’s order page and Zipline’s status show different information.
A displayed time is an estimate, so a few minutes beyond it does not by itself establish that the order is lost. A status that remains unchanged, a delivery window that has passed by a substantial amount, or a message indicating an operational problem is a reason to contact support rather than continue waiting without information.
2. Contact Zipline with the details support needs
Email support@flyzipline.com. If Zipline sent you a text message, replying HELP is another stated support route. Include the order number, account name, delivery address, displayed ETA, current status, and the time you first noticed the delay. Screenshots of the status and messages can make the sequence clear.
3. Ask the merchant or platform about conflicting information
If the merchant says the order was handed to Zipline but Zipline’s page still shows preparation, or if the merchant cancels while Zipline shows an active flight, send the same order details to the merchant or platform. Their systems may control payment, inventory, or cancellation even when Zipline operates the flight.
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Check the stated location before reporting
Confirm the address, delivery instructions, and designated drop area in the order details. Look only from a safe distance if an aircraft or pod is present. Check the places that the order instructions identify, such as the specified delivery zone, rather than moving equipment or entering a restricted area. Review recent texts, app alerts, and merchant messages for a changed drop location or an attempted-delivery note.
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Report to both sides promptly
If the package still cannot be found, report the missing delivery to Zipline and to the merchant. Tell Zipline that the order is shown as delivered but was not received; tell the merchant that the purchased goods are missing. Include the order number, the address, the displayed delivery time, and a concise description of where you looked.
The published terms do not set one universal reporting deadline or a mandatory evidence list for every location and ordering channel. Prompt reporting is still practical: records are easier to match while the flight and order events are recent. Keep the confirmation, status history, text messages, and any relevant photographs.
Do not search around an active aircraft
If a Delivery Zip or aircraft is still operating at the property, keep at least six feet away from the delivery area until the delivery is complete. Do not touch the UAV, pod, or package before the pod has fully cleared the area. Keep children, pets, and vehicles out of the area and follow any instructions in the app or from Zipline staff.
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After the delivery equipment has cleared the area, photograph the outer packaging, labels, seals, the item itself, and any visible impact or leakage. Keep the packaging and contents together unless there is a safety hazard. Photos are sensible documentation, but Zipline’s published terms do not describe them as a universal requirement.
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Contact the merchant for the product remedy
Send the merchant the order number, a description of the damage, and the photographs. Ask which return, replacement, or refund procedure applies to that purchase. Merchant policies govern those remedies, and policies can differ by product, seller, and ordering platform.
Tell Zipline about the delivery incident
Also email support@flyzipline.com with the order details and a factual description of what arrived damaged. Zipline can investigate the delivery experience, while the merchant decides what happens to the purchased goods under its policy.
If an aircraft or Delivery Zip has a problem at your property
Keep the area clear
- Stay at least six feet from the delivery area until the delivery is complete.
- Keep people, pets, vehicles, tools, and other obstacles away.
- Do not touch, move, or attempt to retrieve the UAV, Delivery Zip, pod, or package before the pod has fully cleared the area.
- Follow the safety instructions shown in the app or provided by Zipline.
Zipline’s terms specifically direct customers to email support immediately if a problem with the UAV, Delivery Zip, or delivery service occurs on the property.
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For an aircraft recovery issue, Zipline’s Response Team page lists 855-947-5163 and response-team@flyzipline.com. The page says the team is aware and on its way to recover the aircraft. This contact is for an aircraft incident; it is not evidence that every late order involves an aircraft problem. For ordinary order-status questions, use support@flyzipline.com.
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What Zipline and the merchant can—and cannot—promise
Zipline’s terms describe completed and delivered orders, or orders confirmed by a merchant, as generally final and non-refundable. They also say Zipline may, at its discretion and where applicable, provide a replacement, refund, or credit. That language does not guarantee a particular remedy for every delay, missing package, or damaged item.
Product returns and refunds are subject to the merchant’s policy. Zipline cannot replace the merchant’s rules, and the merchant may need to approve a return before issuing money or sending another item. Do not discard the product or packaging until the merchant tells you what to do, unless keeping it creates a safety risk.
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A clear first message reduces back-and-forth. Gather these details before emailing, while avoiding unnecessary personal information:
- Order number and the name used for the order.
- Merchant or third-party platform where the order was placed.
- Delivery address and designated delivery location shown in the order.
- Displayed ETA and the actual time you checked the status.
- Exact status text, error message, or text-message content.
- For a missing order, where you checked and whether the app says delivered.
- For damage, photographs of the package, labels, seals, and item.
- For an aircraft incident, the aircraft’s location, visible condition, and any immediate hazard—described from a safe distance.
Save sent emails, replies, screenshots, and merchant case numbers. The terms do not prescribe a specific format or deadline, so these records are your practical timeline rather than an official checklist.
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If nobody resolves the issue
Follow up without changing the facts
Reply to the existing support thread so the order number and prior messages stay together. State what remains unresolved, when you last received an update, and the outcome you are requesting from each party: a delivery-status investigation from Zipline, or a product remedy under the merchant’s policy.
Escalate through the channel that controls the transaction
If the order was placed through a merchant or third-party platform, use its formal order-help or dispute process as well as Zipline support. The platform may control payment reversals, cancellation, and seller communication. Keep the case numbers from every channel and avoid opening duplicate claims that describe different versions of the event.
Separate a safety escalation from a customer-service escalation
An aircraft or equipment issue requires immediate safety reporting and distance from the area; it should not wait for a routine refund conversation. A late ETA with no equipment present is a customer-service issue and belongs with the order-support contacts.
How location and traffic affect the ETA
Availability and timing can vary by service area, and Zipline states that the service may not always be available. An October 9, 2026 announcement about an early-access Austin launch attributed a TomTom Traffic Index 2025 finding that Austin travel takes “40% longer on average than travel without traffic.” That figure describes Austin road-traffic conditions; it is not a Zipline reliability rate and cannot predict whether an individual order will arrive late.
Do not generalize an early-access market announcement to every Zipline customer. Your order’s app status, merchant record, and support messages are the relevant evidence for the specific delivery.
What not to do
- Do not treat an estimated time as a guaranteed deadline.
- Do not approach, touch, or move an aircraft, pod, or package while delivery is still in progress.
- Do not promise yourself that a refund, replacement, or credit is automatic.
- Do not send only a general complaint; include the order number and the exact status.
- Do not assume a merchant’s return policy is the same as Zipline’s delivery terms.
- Do not invent a claim deadline or required photo list when the applicable terms do not state one.
A short message template
You can adapt this wording for Zipline:
Subject: Order [order number] — [delayed/missing/damaged] delivery
Order number: [number]
Merchant/platform: [name]
Delivery address: [address]
Displayed status and ETA: [status and time]
What happened: [brief, factual description]
Please confirm the current delivery status and the next step. I have attached relevant screenshots/photos.For a damaged product, send the same information to the merchant and ask which return, replacement, or refund procedure applies. For an aircraft incident, describe the location and hazard from a safe distance and contact the Response Team route if it is an aircraft recovery matter.
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