Amazon Package Stolen: How to Get a Replacement or Refund
Find which Amazon order path fits your missing parcel and how to request a replacement or refund in time.
If your Amazon package shows delivered but is missing, check Your Orders and tracking first, then use Amazon's missing-package flow to request a replacement or refund. If an outside seller shipped the order, you start by contacting that seller. The A-to-z Guarantee is Amazon's process for stepping in on marketplace orders that do not arrive.
This guide explains which path fits your order and the time limits that apply.
Verification note: Program terms and availability can change. This page was checked against linked sources on November 02, 2026.
What to check in the first 48 hours
According to Amazon Customer Service on its Canadian help page, start by verifying the shipping address in Your Orders. Look for a delivery-attempt notice in your mailbox, door area, or email. Check around the delivery location and ask neighbors or building reception.
The same help resource directs you to wait 48 hours after the delivery scan. Some parcels show delivered before they reach your door. If it still does not appear, move to a formal request.
How to request help for items shipped by Amazon
According to Amazon Customer Service on its U.S. help page, first check Your Orders for split shipments. One order can arrive in several parts on different days.
Select Track Package to review the latest delivery status. Choose the option that matches your need. A replacement sends the item again, while a refund returns the payment.
- Open Your Orders and find the order.
- Check for split shipments and tracking updates.
- Use the missing-package flow to ask for help, a refund, or a replacement.
What changes with a third-party seller order?
According to Amazon Customer Service on its Japan help page, marketplace orders require contacting the seller first. Give the seller 48 hours to respond before Amazon will consider stepping in with a refund for non-delivery. Keep your message short and include the order number and delivery issue.
Timing also matters for the next step. According to Amazon Customer Service on its help page for guarantee claims, a refund request must be filed no later than 90 days after the maximum estimated delivery date. Theft cases stay inside that same window.
Should you pick a replacement or a refund?
Pick a replacement when you still need the item and it remains available. Pick a refund when you bought elsewhere, no longer need it, or the price changed. Your Orders will show which choice Amazon offers for that item.
Keep the order number, tracking status, and maximum delivery date together. Double-check the address before you reorder. File before the 90-day window closes, even if you are still asking neighbors.