Zappos customers can get help with orders, shipping, returns, refunds, damaged merchandise, account access and Zappos VIP benefits by telephone, text or live chat. The information below explains the current support options and the details to have ready before contacting Zappos.
Verified Zappos customer service information
- Customer service: 1-800-927-7671
- Text support: Text CHAT to 1-877-362-4126
- Live chat: Use the official Zappos contact page
- Availability: Generally 24 hours a day, seven days a week, except listed holiday closures
- Official website: Zappos.com
Zappos notes that customer service is typically closed on New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.
Important return-policy change: Older references to a universal 365-day Zappos refund policy are outdated. Under the policy updated May 26, 2026, merchandise generally must be dropped off and scanned within 60 days to qualify for a refund to the original payment method. Eligible account orders may qualify for store credit after 60 days and for up to one year. Guest orders have a 60-day return period.
Choose the Right Zappos Support Route
| Issue | Recommended action |
|---|---|
| Order status or tracking | Sign in and open Order History. Guest customers can use the order link in their confirmation or shipping email. |
| Cancel or change an order | Check the order immediately and speak with Zappos if the self-service option is unavailable. Processing can limit what may be changed. |
| Package marked delivered but missing | Check the tracking details and delivery area, then report the missing package to Zappos. |
| Wrong, damaged or defective item | Keep the item and packaging, take photographs and ask Zappos for the appropriate return or replacement instructions. |
| Return or refund | Start the return through Order History or the link in a guest-order email. Review eligibility before shipping the item. |
| Zappos VIP or Prime linking | Sign in and review the VIP or Amazon Prime linking pages. Use Zappos support for linking errors. |
Zappos Telephone, Text and Chat Support
The primary Zappos customer service number is 1-800-927-7671. Customers can also text CHAT to 1-877-362-4126 or open live chat through the official contact page.
Before beginning a conversation, have the following information available:
- Order number and the email address used for the purchase
- Product name, size, color and item number
- Tracking number and the latest carrier update
- Purchase and delivery dates
- Photographs of damage, incorrect merchandise or packaging
- Return tracking number, when applicable
- The result you are requesting, such as a refund, replacement or account correction
Ask for a case or reference number when an issue cannot be resolved during the first conversation. Do not post order numbers, tracking numbers, payment information or account credentials in public comments.
Zappos Order Tracking, Changes and Cancellations
Account customers should sign in and open their Zappos Order History to review current order status and tracking. Guest customers can use the order-number link in the confirmation, shipping or delivery email.
If an address, size or other order detail is incorrect, check the order immediately. An order may become difficult to change once it enters warehouse processing. If no cancellation or editing option appears, speak with Zappos customer service as soon as possible. A requested change or cancellation is not guaranteed after processing begins.
Delayed or Missing Zappos Packages
Compare the estimated delivery date with the carrier’s latest tracking scan. Check entrances, parcel lockers, mailrooms, reception desks, secure delivery locations and other household members before reporting a package as missing.
If tracking has stopped updating, the delivery date has passed or the package is marked delivered but cannot be located, provide Zappos with the order number, tracking number, delivery address and last scan. Zappos may need to review the shipment with the carrier before determining the available resolution.
Wrong, Damaged or Defective Merchandise
Photograph the item, shipping carton, product packaging and label before discarding anything. Note whether the problem involves damage, a manufacturing defect, an incorrect product, the wrong size or missing contents.
Speak with Zappos before shipping back a damaged or incorrect item if the normal return process does not accurately describe the problem. Follow the return instructions supplied for that order and retain the carrier receipt until the case is complete.
Current Zappos Return Policy
Zappos provides free returns for eligible orders in the United States, including U.S. territories and military APO/FPO addresses. Review the complete Zappos shipping and return policy before sending merchandise.
| Return situation | Current general rule |
|---|---|
| Return scanned within 60 days | Eligible for a refund to the original payment method or Zappos store credit. |
| Account order after 60 days | Eligible merchandise may qualify for store credit for up to one year from purchase. |
| Guest-checkout order | Must generally be returned within 60 days, with the refund issued to the original payment method. |
| Final Sale merchandise | Not returnable. |
Within the 60-day period, merchandise generally must be new and must not be worn, used, altered or washed. Include the original packaging and all tags, seals and security tags. Footwear must include the original shoe box in its original condition. Do not apply packing tape or a shipping label directly to a shoe box.
Return-condition warning: Zappos may deny a noncompliant return or apply a restocking fee of up to 50%. The policy also states that Zappos cannot return merchandise to the customer after the company receives it. Inspect the eligibility and condition requirements before shipping.
How to Start a Zappos Return
- Sign in and open Order History, or open the order link in the email associated with a guest purchase.
- Select the eligible product and begin the return process.
- Choose an available refund method.
- Obtain the UPS QR code or printable return label offered for the order.
- Place the product and its original retail packaging inside a separate shipping carton.
- Drop off the package and retain the receipt and tracking number.
The package must be scanned by the carrier within the applicable return period. Creating a label without handing the package to the carrier may not satisfy the deadline.
Zappos Refund Timing
Eligible fast refunds may be initiated after the carrier scans the return. Other refunds can require additional processing after Zappos receives and inspects the merchandise.
- Zappos store credit may appear within approximately 24 hours.
- Financial institutions may require up to 10 business days.
- Afterpay refunds may require up to 20 business days.
- PayPal refunds may require up to 30 business days.
- Some refunds can take as long as 30 days, depending on the payment method and return review.
If a fast refund is issued but Zappos does not receive the return, the customer may receive a warning after 30 days and may be charged again after 45 days. Keep the drop-off receipt and monitor return tracking until delivery is confirmed.
Zappos Guest-Order Returns
Guest customers should use the order-number link in their confirmation, shipping or delivery email. Guest returns generally must be completed within 60 days and are refunded to the original payment method. The possible store-credit extension after 60 days applies to eligible account orders, not ordinary guest purchases.
If the email is unavailable, speak with Zappos and provide the purchaser’s name, email address, delivery address and approximate order date.
Zappos Exchanges
Exchange options can depend on the product, inventory and order status. If the desired size or color is likely to sell out, ask customer service whether the appropriate solution is an exchange or a return followed by a new order. Do not send merchandise back without creating the proper return.
Zappos VIP and Amazon Prime Linking
Zappos VIP is free to join and includes benefits such as free expedited shipping and points on qualifying activity. Members generally earn one point per eligible dollar spent, with additional opportunities for account logins and eligible product reviews.
Zappos customers may also be able to link an Amazon Prime account for specified benefits. Zappos.com LLC is an Amazon subsidiary, but Zappos purchases, returns and refunds should be handled through Zappos rather than ordinary Amazon order support.
Payment Authorizations and Unrecognized Charges
Compare the charge with recent orders, split shipments, cancellations and purchases made by authorized household members. A temporary authorization may differ from the final completed charge.
If a charge still cannot be identified, speak with Zappos and the card issuer promptly. Share only the last four digits of the payment method when needed for identification. Never publish a full card number or send it through an unverified message.
Fraud warning: Be cautious with unexpected delivery messages, refund links and callers requesting passwords, verification codes, gift cards, cryptocurrency, remote access or complete payment information. Open Zappos directly or use the verified contact options on this page instead of following a suspicious link.
How to Escalate a Zappos Complaint
- Begin with Zappos customer service by telephone, text or live chat.
- Explain the issue chronologically and provide the order number, tracking details, photographs and prior case number.
- State the specific resolution requested and ask when the next update should be expected.
- If the first representative cannot resolve the issue, politely request a supervisor or the team responsible for the order, return or payment problem.
- Keep copies of chat transcripts, return receipts and written correspondence.
- Consider a payment dispute only after attempting to resolve the matter with Zappos and before the card issuer’s filing deadline.
Zappos Customer Service FAQ
What is the Zappos customer service telephone number?
The verified Zappos customer service number is 1-800-927-7671.
Does Zappos offer text support?
Yes. The official contact page instructs customers to text CHAT to 1-877-362-4126.
Does Zappos have live chat?
Yes. Live chat is available through the official Zappos contact page.
Can every Zappos order still be returned for 365 days?
No. That general description is outdated. Original-payment returns normally must be scanned within 60 days. Eligible account orders may qualify for store credit for up to one year, subject to the current policy and merchandise requirements.
Can a guest order be returned after 60 days?
The current policy limits guest-checkout returns to 60 days and refunds them to the original payment method.
Is Zappos owned by Amazon?
Yes. Zappos.com LLC is an Amazon subsidiary. However, customers should use Zappos support for Zappos orders, returns and refunds.
Does Zappos publish a general customer service email address?
The current official contact page emphasizes telephone, text and live-chat support rather than publishing a universal customer service email address.
Zappos Customer Reviews
Customers may use the comments section to describe recent Zappos customer service experiences. Include the approximate date, support method and general issue, but do not publish order numbers, tracking details, addresses, telephone numbers or payment information.
Related Customer Service Pages
- Amazon Customer Service – for orders placed directly with Amazon, not Zappos orders.
- Nike Customer Service – for purchases made directly from Nike or an appropriate manufacturer issue. Zappos should remain the first support route for a Zappos order.
Page reviewed and updated August 3, 2026.
CustomerServiceNumbers.com is an independent informational website and is not affiliated with Zappos, Amazon or Nike. Telephone numbers, service availability and policies can change. Confirm important information on the company’s official website.