We hope that this never happens. In the event that your package is lost or stolen, we strongly recommend that you check with your family members, roommates, and neighbors, or any other person(s) who might have been at the residence when the package was delivered by the carrier.

If you are still unable to locate the package, please contact the merchant or store from which you ordered your goods/services and check their refund policy. Depending on the merchant's refund policy, you may be eligible to return them to the merchant for a refund.

Zip, as the installment payment plan provider, will only be able to process your refund after you have initiated the refund with the merchant according to the merchant's refund policy and the merchant has issued the refund back to the Zip virtual card.

Once the merchant issues the refund back to the Zip virtual card, it can take Zip up to 10 business days to process that refund for you. Depending on your bank, it can take an additional 10 business days for the funds to appear in your account once the refund's processed.

Please note that the Zip refund processing timelines for merchant issued refunds are in place to ensure that Zip can quickly return your funds in a smooth and reliable way. Our support staff do not normally service fast track refund requests. Nor do we promise or guarantee this as a service.