Overview
This article explains what to do if you experience a problem with your ZipHealth order, including missing deliveries, incorrect items, returns, cancellations, or shipping updates.
This article covers medications and products fulfilled through ZipHealth’s standard pharmacy network. Branded weight loss medications (Wegovy®, Zepbound®, and Foundayo™) are fulfilled by third-party partners and follow a separate process for orders, delivery, and refunds. If your order is for one of those medications, see our Help Center article “Wegovy®, Zepbound®, and Foundayo™ – Orders, Delivery, and Support” instead.
Use this article if you want to:
Report a missing ZipHealth order
Check what to do if an order arrives incorrectly
Understand the ZipHealth return policy
Cancel a ZipHealth order
Change a shipping option after placing an order
What if I haven’t received my order?
Delivery times vary depending on your location and the shipping method selected. Standard delivery usually takes up to 5 business days.
If your order has not arrived:
Check your tracking link: Look for specific shipping delays reported by the carrier.
Review the delivery status: Check for updates or "delivered" timestamps.
Search the area: Look around your property, mailbox, porch, reception area, or designated "safe place."
Ask around: Check with household members or neighbors to see if the package was accepted on your behalf.
Delivery carriers sometimes place packages in less visible or weather-protected locations. If your order still cannot be located after these checks, please contact our customer support team.
What should I do if my order is incorrect?
If you received the wrong item or something is missing, contact customer support as soon as possible, and within seven (7) days of delivery (or of the expected delivery date, if your order does not arrive). We may be unable to resolve claims reported after this period. To help us resolve the issue quickly:
Have your order number ready.
Keep the original packaging and all contents.
Provide photos if requested by the support team.
What is the ZipHealth return and refund policy?
For safety and regulatory reasons, ZipHealth cannot accept returned medications once they have left the pharmacy.
If you no longer need a medication:
Do not reuse or share the medication.
Follow local pharmacy guidance or FDA recommendations for safe disposal.
Refund Eligibility
Refund requests are reviewed on a case-by-case basis. Eligibility typically depends on the specific situation, such as:
Incorrect items sent.
Damaged deliveries.
Significant shipment issues.
Order processing errors.
Contact support to explain your situation and determine if a refund is available. These refunds are reviewed case by case. Our Terms of Use set out the full refund policy and govern if there is any conflict with this article.
Other refund situations
This article covers refunds for delivery and order problems, such as missing, incorrect, or damaged orders. Other refund situations, including where you are found unsuitable for treatment, your request is not approved by a Provider, your request expires before approval, or a Provider suggests a different treatment plan, are covered by our Terms of Use. Refunds of any consultation fee are also dealt with there.
Can I cancel my ZipHealth order?
Orders can only be cancelled before the prescription has been processed by the pharmacy. Once a prescription has been processed or shipped, cancellation is no longer possible.
To request a cancellation:
Contact customer support immediately.
Provide your order details.
Request cancellation before pharmacy processing begins.
Approval depends entirely on the current stage of the order. For more details, review our Terms of Use.
Can I change my shipping option?
Shipping updates may be possible if requested before shipment processing begins.
Contact Support: Please contact our customer care support team.
Fees: Additional charges will apply when upgrading to a faster shipping method.
Timing: Updates cannot be guaranteed once the order has entered the final processing stage.
Additional Support Information
ZipHealth customer support can assist with tracking updates, damaged items, and delivery status questions. Response times may vary depending on current order volume.
If you still need help after reviewing the information above, additional assistance is available.