Zip

Zip requires your name, address, date of birth, a US mobile number, and either a debit or credit card for sign-up.

Heads up- rather than having a traditional username and password, Zip requires a mobile phone number and text message verification to log-in.

In order to have an account, you must:

• Live in the US
• Be at least 18 years old
• Have a valid and verifiable mobile number
• Use a credit or debit card to make a purchase
• Use the Zip app (for in-store purchases)

You can sign up before you visit a CitiTrends store or download the Zip app from your mobile device while you’re in-store (be sure to check out Zip’s requirements above). Existing Zip users, no need to sign up – open your app or head over to a CitiTrends store to start shopping!

Welcome back! You can use your current Zip account details to login.

Using the same cell phone number associated with your Zip account, will recognize you right away and direct you to the next steps.

Yes! We’ve partnered with Buy Now, Pay Later provider Zip to create a unique in-store experience for all your shopping needs allowing you to pay over time.

To start, download the Zip app on your mobile device, choose “in-store” on the bottom navigation & begin using it today or scan the QR code in any store.

Yes, Zip is available for purchases of a minimum of $35.

To check your Zip spending power visit the Zip app or Customer Portal for more details.

You can easily manage your account information through the Zip app on your mobile device or the Zip Customer Portal. You can view your order history (past and current orders), active installment plans, and your spending power.

To manage your account from your Zip app, choose the account tab, and choose ‘payment options’ or log into Zip’s Customer Portal from your desktop by entering your mobile number or email address.

1. When is my first payment due?

Your first installment of the purchase price is due at the time of checkout, 25% of your total purchase*. The remaining installments will be billed automatically over time. You can confirm your payment schedule prior to finalization of your purchase.

2. Will I be notified before I am charged for an installment?

Yes! Zip notifies customers with payment reminders via SMS and email one day before each payment is due.

Access our Customer Portal at any time to check your installment due dates or update your payment method.

3. Can I pay off my installments early?

Of course. Simply log into the Zip app or the Customer Portal and choose the installment you wish to pay early.

4. Can I have multiple installments/orders at once with Zip?

Yes! Each customer has an available spending power. Customers are allowed to make multiple purchases anywhere that Zip is accepted. Each transaction is separately reviewed for approval.

5. What if I have trouble paying?

It’s important to confirm that your saved payment method is most current. Not doing so may result in a late fee on your installment.

Payments are automatic, however, Zip charges late fees in certain instances, such as an invalid payment method being on file. For more information on late fees, please check out Zip’s Help Center.

If your payment is denied in error, or if you would like to request a payment date change, you can always contact Zip Support for assistance.

6. How do I update my payment method (including existing orders)?

Zip associates your default payment method with your order when you first complete the checkout process and pay your first installment.

However, if you need to change which payment method is used for future installments for an order, follow these steps to associate a different card with a given order via the Zip app.

To make the same payment method adjustment via the Customer Portal, follow these steps.

1. How do returns, refunds, and partial refunds work?

As soon as Zip is notified of the return, our customers are refunded the amount they’ve paid to date and Zip cancels all future installments. In the event of a partial refund, scheduled installments are reduced/canceled first, and then paid installments are refunded to your original payment method. We will automatically adjust your payments within our standard 13-day timeline.

2. What if I returned my order in-store?

To return a Zip order, open the Zip app and tap orders at the bottom of your screen.

Next, open the order you are returning, choose “details” on the top right and open your Zip virtual card. This will display the information needed by the store associate to issue the refund back to the card used for the order (your virtual card on the Zip app).

Please note that Zip cannot process a refund if the merchant issues the refund to your personal payment card directly. Zip can only process refunds issued to the Zip virtual card used for the order. If a merchant issues a refund directly to your personal card, you are not due an additional refund and will still be responsible for paying off your installment plan. For more information about refunds, check out Zip’s Help Center.