Internet Security

Your Amazon Order Never Arrived? Here’s What You Should Do

Dan Price Updated 06-12-2019

Amazon is one of the largest retailers in the world. However, despite its size, the company still occasionally gets things wrong. Amazon is afflicted by all the same issues that its competitors face; damaged goods, incorrect items being sent out, and occasionally, packages not delivered


If you bought something but the Amazon package never arrived, what can you do? Which dispute channels are available to you? Keep reading to find out what you should do.

You Ordered an Item, But It Hasn’t Shipped Yet

A Google search for Amazon delivery problems will reveal a lot of people complaining about this. What happens if you placed an order, but several days, weeks, or even months have passed, and the seller still hasn’t shipped it?

Well, don’t panic. Amazon will not charge your credit card until the order has been confirmed. Until that point, you can still cancel the order by going to Accounts and Lists > Your Account > Your Orders and selecting Cancel Order.

Amazon Item Shows as Delivered, But It Never Arrived

Amazon where's my stuff screen

Amazon issues guidelines for precisely this type of situation. Some of them might seem obvious, but they’re still essential to tick off:

  • Check the shipping address was correct on your order.
  • Look for a notice of attempted delivery.
  • Check the vicinity of the delivery location.
  • Check with your neighbors.
  • Do you have Amazon Locker?
  • Look in your letterbox; some deliveries use multiple carriers, including the regular postal service.
  • Wait 36 hours. Sometimes packages may show as delivered while still in transit.

If 36 hours have passed and there is still no sign of your delivery, you need to contact Amazon directly. Log in to Amazon and go to Help > Browse Help Topics > Need More Help > Contact Us.

You should see all your recent orders on the screen. Click on the order you’re having problems with, and scroll down the page. In the dropdown menu next to Select an issue, choose Where’s My Stuff. Then, in the menu next to Select issue details, choose Tracking shows delivered but item not received.

The site will give you the choice of reaching out via email, phone, or live chat. Amazon will investigate the case and ultimately issue a refund.

It’s Safer to Buy “Fulfilled by Amazon” Items

Amazon product, delivery fulfilled by Amazon


The Amazon website features items sold by both Amazon itself and by third-party retailers. When using a third-party retailer, you might notice a Fulfilled by Amazon message on the product you’re buying.

The message implies that even though the product is being sold by a third-party retailer, it is being sent to your house from an Amazon Fulfillment Center. As a buyer, it means you’ll be able to track a package’s progress through your Amazon account portal, and Amazon is responsible for customer service and product returns.

If you buy from a third-party seller whose items are not fulfilled by Amazon, you are protected by the company’s A-to-Z Guarantee Protection.

What Is Amazon’s A-to-Z Guarantee Protection?

amazon a to z guarantee


Let’s assume you’ve bought an item from a third-party seller who doesn’t have the Fulfilled by Amazon protection.

It means you won’t be able to use your Amazon account portal to track a parcel using an Echo How to Track Amazon Orders & Packages With the Echo If you have an Amazon Echo, there's a new feature that you may find useful: the ability to track your Amazon orders using nothing but a single voice command. Read More or anything else. A rogue seller could charge your card and tell you they have shipped the item without actually putting anything in the post.

Luckily, you still have some methods of recourse open to you. It comes in the shape of Amazon’s A-to-Z Guarantee Protection.

The A-to-Z Guarantee mandates that any item purchased from an Amazon seller via the Amazon website is eligible for compensation of up to $2,500.


To make an A-to-Z claim, you first need to contact the seller through your Amazon account, then give the seller 48 hours to respond. If the seller doesn’t give you a satisfactory response, you can file a claim. You just need to meet one of the following five conditions:

  • You did not receive the item within either 30 days or three days past the estimated delivery date
  • Your article was damaged, defective, or materially different from the one you ordered
  • You returned an item to Amazon but did not receive a refund
  • You need to return an item internationally, but the seller does not provide either a U.S. address or an international shipping label
  • The seller miscalculated customs and/or shipping charges, and you had to pay those fees upon delivery

You must make A-to-Z claims within 90 days of the estimated delivery date. To make a claim, go to Accounts and Lists > Your Account > Your Orders. Find the order you want to make a claim against and click on File/View Claim. In the first box, explain why you’re making a claim. In the second box, choose Request refund through A-to-Z Guarantee.

Missing Packages Shipped With Amazon Prime

If you’re an Amazon Prime member and an item on your Amazon order never arrived, the processes we’ve already discussed still apply. You should work through them.

However, Amazon Prime members also get some additional sweeteners to ease the pain of a non-delivery. If the item either arrives outside of the time-frame Amazon gives you at the time of purchase or never turns up at your door, you might be eligible for a free one-month subscription to Amazon Prime, which is added as a free month to the end of your existing Amazon Prime subscription’s expiry date.

Some users have reported Amazon has even given them discount vouchers, Amazon Prime discounts, and other perks. Amazon appears to issue these benefits on an ad-hoc basis.

Amazon Prime Pantry purchasers Is Amazon Prime Pantry Worth It? 5 Things You Need to Know Prime Pantry lets you shop for pantry items and groceries right on Amazon. But is it a good deal? Will it save you money? Read More may have different experiences. Check our linked article for more details on that program.

How to Avoid Fake Sellers on Amazon

The problem of fake sellers on Amazon is becoming more widespread.

Fraud is worryingly easy to pull off. A criminal opens a new Amazon seller account and selects popular items to sell. If they use Amazon’s seller’s platform, it only takes a few seconds. Typically, they’ll list items for less money than other retailers are selling them for.

When they receive orders, the person immediately says the item is en route to the courier. Doing so releases the funds to their account. By giving an estimated delivery date of four weeks, the merchant can beat Amazon’s two-week payment cycle and disappear before buyers start complaining and Amazon closes the account.

Luckily, it’s quite easy to avoid fake sellers: just check the feedback score. To do so, click on the seller’s name in the upper right-hand corner of a listing page. You will see their profile page.

On the profile page, you can see the person’s lifetime feedback rating, as well as their score over the last three, six, and 12 months.

As you can see from the image below, this cheese seller seems very trustworthy. Only four percent of their reviews are negative from a total of more than 18,500.

amazon seller review

Hey Amazon, Where’s My Stuff? Forget It!

We’ve shown you the three primary methods for resolving delivery issues for items you bought off Amazon and explained how spotting fake sellers is straightforward if you know where to look. Make sure you let us know about any of your horror stories in the comments below.

And remember, if you’re fed up with Amazon, there are plenty of Amazon shopping alternatives 5 Reliable Online Shopping Alternatives to Amazon Amazon is the biggest player in the game of online retailers, but that doesn't mean you have to use them. Read More available. You can opt for eBay instead. Check out our Amazon vs. eBay comparison eBay vs. Amazon: Which One Is Best for Online Shopping? In the battle between eBay vs. Amazon, the customer is king. Choose which one is better for you with this side-by-side comparison. Read More for more information and learn to watch out for eBay scams 10 eBay Scams to Be Aware Of Being scammed sucks, especially on eBay. Here are the most common eBay scams you need to know about, and how to avoid them. Read More .

Related topics: Amazon, Scams, Troubleshooting.

Affiliate Disclosure: By buying the products we recommend, you help keep the site alive. Read more.

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  1. Marc Lajeunesse
    June 5, 2020 at 10:25 am

    People need to understand the tactics used by Amazon and its sellers to intentionally lose your orders so you have to place new orders but at a much higher price. This is especially true in this pandemic period where due to the high demand many products are increasing in value. Personally they lost three orders all with products related to the covid and therefore the price more than doubled.

  2. Madeline Edwards
    May 24, 2020 at 4:12 am

    I never received my face mask and elastic. I ordered in April,2020. I want these items cancelled. A third party was supposed to send to me. Why am I being bill for these items. I never received them. Madeline E.

  3. Melissa Gonzales
    April 17, 2020 at 9:41 pm

    I never received my package today. I got an email saying it was delivered “in a secure” place at 3:05 today. It’s no where to be found!!
    I really need this product.

  4. Diane sinnett
    April 11, 2020 at 9:43 pm

    I would like to return 3 items, but don't know how. I've tried everything still cant. I cant reach by phone. I understand COVID-19. I also didn't receive another. Help.

  5. Kenneth R McCormick
    March 17, 2020 at 9:56 pm

    The order never arrived, though it says it was delivered. I followed your steps to the order, but the "cancel order" button doesn't exist for an order that says it was delivered....

  6. Lord Carl
    November 6, 2019 at 9:34 am

    Amazon delivered my package via UPS but its already almost a week past the delivery time and I still haven't received anything yet tracking shows that item left HK already and that's the last scan .. UPS is telling me to contact amazon to initiate an investigation request but amazon is telling me to wait until the end of the week then I contact them again if its not delivered. This is really frustrating already.. sorry for the rant..

    • Adalberto
      January 3, 2020 at 1:33 pm

      Same happened to me. and after the investigation I got:
      "I'm sorry to say but based on these investigation results, we will not be able to provide a replacement or a refund for this order at this time. is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier"
      And the UPS says its's a Amazon problem ?!?!?! What should I do?!?!?

  7. Paulo Fabbri
    September 8, 2019 at 8:09 pm

    I bought an item and chose two day delivery. It was a $500 drone. Three days later I check my emails and there is an email from Amazon saying the purchase was delivered. There is a picture of a random box on the curb in front of my building. Nobody warned me about this “delivery’, NOBODY REQUESTED A SIGNATURE. In panic, I ran out of my building and package is not there. I contacted Amazon and i was totally disrespected. Amazon put my call for hours on hold and gave me all sorts of conflicting information. Then, they required me to file a police report so that my money could be returned to me. I went to the police station and filed a report. I then Contacted them and emailed the police report, thinking this ordeal was over. Now my calls are not answered. I am a 49 yo man, not a child. They stole US498,00 from me. PLEASE HELP

    • Adalberto
      January 3, 2020 at 1:37 pm

      They Stole the money from my drone as well. I raised an "Amazon's" investigation and they answered my saying their responsibility ends when UPS pickup the box. and UPS says it's a Amazon responsibility.... It's a shame and I fell stolen as well.

  8. John Singleton
    September 6, 2019 at 9:46 pm

    I really need a new backpack, but I decided to order one on Amazon (fulfilled by Amazon) and hold out for a week or so, because I found one that I really like. Well, for over a week I've been looking at the message, "Delivery estimate: We need a little more time to provide you with a good estimate. Please check back again." It's terribly frustrating! I guess they want to try to keep me from cancelling my order, but it's such a shortsighted tactic. I am a longtime customer who has been thinking about how I can take my business elsewhere.

  9. Krzysztof Kowalczyk
    August 19, 2019 at 7:36 am

    Whenever you order something expensive, always pay with visa or mastercard. In case you don't get your product, and seller is taking his sweet time to resolve a problem, you can fill in chargeback request and will get back your money usually within few weeks.

  10. Sandra
    August 12, 2019 at 10:08 pm

    Why do you leave parcels on people’s front steps for anyone to steal? Parcels should not be left unattended on the front steps PERIOD! Sorry the front steps is NOT a SECURED place.

  11. Aave
    July 14, 2019 at 9:43 pm

    Tracking info says amazon handed it to a resident of my building, each of them weren’t home. There are four apartments in my building. So who did amazon hand it to? I live on a very busy street with thousands of pedestrians walking by daily. The same day UPS delivered another item from this same order to a drop point. I walked over and got that.

  12. Keriann
    July 3, 2019 at 5:58 pm

    Thank you for the detailed article. It made a stressful situation much easier.

  13. Dan
    June 25, 2019 at 1:07 am

    Amazon said my items were delivered and the never were. I explained to them I needed the items promptly because I am leaving town and they responded there was nothing they could do but go through their three day investigation process. I am really frustrated and will not use them again.

    • Adalberto
      January 3, 2020 at 1:38 pm

      Same happened to me. and after the investigation I got:

      "I'm sorry to say but based on these investigation results, we will not be able to provide a replacement or a refund for this order at this time. is not able to resolve shipping problems after delivery, as outlined on our website in our Conditions of Use, noted under 'Risk of Loss' which states: "All items purchased from are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the carrier"

      And the UPS says its's a Amazon problem ?!?!?! What should I do?!?!?

  14. Keith Wagstaff
    April 17, 2019 at 1:09 am

    Thank you for your article. It explained what to do about a non-delivered shipment very well.
    Using your instructions, I contacted Amazon customer service about the "left in a secure place" online delivery status. There was no delivery, I was home the entire time waiting for it, constantly checking outside to see if it arrived.
    The CS lady was surprisingly helpful. She immediately refunded my purchase (giving me the option of gift card or on the original credit card) and advised me to simply order it again.
    I didn't like having to wait another two days for it to arrive but it was the best solution since who knows what happened to the delivery.

  15. Sajad
    February 22, 2019 at 12:20 pm

    I ordered a phone from It never got delivered and status changed to delivered after some days. On lodging a complaint they said they did some investigation and found that the item was delivered. In short, they labelled me as a liar and didn't offer any further help. So what should be done next??

    • Adalberto
      January 3, 2020 at 1:40 pm

      I'm in the same page please let me know if you find a solution... I really feel stolen by them.

    • Adalberto
      January 3, 2020 at 1:46 pm

      Amazon said my items were delivered and the never were. After their "three days" investigation process that took 2 months! they told me this is my problem and there is nothing they can do about!!! I feel like Amazon disclaimer "between lines" are encouraging robers to take their customer's stuff and I feel fooled by Amazon.

  16. Ken
    January 27, 2019 at 6:04 pm

    I've been waiting almost TWO months for an item to be delivered. The delivery date keeps changing. Why when I click on my orders, does it say I can NOT file an A to Z claim?

  17. Magda
    September 13, 2018 at 11:26 am

    I have ordered two books from Amazon Spain and the package arrived empty. There is no option for that in the complaint form, so I write that on the message I sent them from my account. They probably didn’t read it. They sent those two books and now they want to charge me if I don’t send them the damaged books, which was the only option closest to what happened... I will probably never order from them again.

  18. Ganesh sonavane
    June 7, 2018 at 7:28 am

    I ordered mobile on emi basis from Amazon on 1st june 2018 and it was to be delivered by 5th june 2018, and also the amount was charged from my credit card. on 5th june i got sms with otp code that the item will be delivered on 5th june 2018, as I was in my office i on my side contacted the Amazon delivery agent that at what time my item will be delivered, he rudely tells me that if he get time he will deliver the item, till at night 20.00pm i didn't got my item delivered then I contacted Amazon customer service at 20.08pm regarding my order status she tells that we will contact the courier team and make the delivery by tomorrow 6th june 2018, after that at 21.45pm the Amazon delivery Agent contact's me and tell me that he won't delivery the item today he got accident and will deliver the item tomorrow I ask him that your estimate date for delivering the item was 5th june so now at 21.45pm you are calling me and telling me delivery won't be able, he rudely tells me that if you want your item you have to come to his office and collect the item and also he asks me the otp code and tells me that he will deliver the item tomorrow, as per the policy until and unless the item is deliver how can he ask for otp code, then at 22.08 i again contacted the Amazon customer service and I explained all this matter and I requested them to deliver my item tomorrow morning 6th june 2018 before 11.00 am, and also requested them to take strict action against the delivery agent, the Amazon customer service guy accepted my request and assured me the on time delivery and he forward the complaint to his support team,
    Next day 6th june 2018, my item didn't delivered and at 14.00pm the delivery agent contacts me and tells me that he has arrived down at my building and tells me to come down and take your item i refuse to come down from my building and tell him it is a home delivery you have to deliver my item at my doorstep, suddenly he talks me rudely and gives me bad words and tells me that if you want your item come down and take it or else I will make the item rejected by client in the status update, and he disconnects the call, then at 14.15pm i again contact the Amazon customer service and again tells them the whole story from the starting and he again tells me that we will forward your complaint to our support team, and get your item deliver by evening 20.00pm, and at 15.49 pm i gets sms that my item was refused at the time of delivery then again at 16.30pm i contact the Amazon customer service and again explains the whole ongoing story and he again tells me that he will contact his support team and the courier team to get the material deliver my evening at 20.00pm, but till 22.00pm i didn't received my item, and again I contacted the Amazon customer service and again explains them the whole ongoing story and request them to cancel my order and refund me my amount and he agrees and tells me that the refund will be done within 3 to 4 working days, and today on 7th june i got sms from my hdfc bank that the emi has been done, plz help me what should I do

  19. Kinla
    February 8, 2018 at 4:29 am

    I ordered the item in Nov 2017 and the products didn't arrived. I filled the claim of refund, they rejected by claim saying that the tracking indicated my products had arrived. I then asked the delivery report from UPS, it indicated that the products were shipped to an address different from the one I wrote in my order. I keep on contacting the CS and many of them said they filled a claim for me and will escalate my case to the investigation team. but I have never received a response from the team and I still haven't received my money back, that's 180 dollars. now is Feb 2018 already and I keep chasing them since Dec 2017. First CS asked me to wait for 10 days, then 48 hours and 48 hours, but never had a response from them. Do you know who else I can file my complaints to?

  20. Phil N
    December 4, 2017 at 3:31 am

    Last year a backyard grill I ordered never arrived. A couple weeks ago I ordered a paper shredder that was actually Amazon Select brand and it arrived in 4 days but it was ordered with Prime 2 day shipping.

  21. Ken Mitchell
    November 29, 2017 at 5:23 am

    Curiously, one of my Amazon orders, for a pair of sweaters, is still marked on my "Orders" page as "Shipped. Sorry, your package was lost in transit. Please contact Amazon for the next steps."

    I called Amazon Customer Service (which is, in my not-so-humble opinion, the best in the world) and told them that the sweaters _had_ arrived, and that I was wearing one of them at that moment.

    I've ordered electronics that didn't work. Amazon refunded that item. I've ordered shoes that didn't fit. Amazon refunded THAT item. I ordered a back yard gazebo cover, which arrived with a bunch of mangled parts. The shipper replaced all of the parts.

    Amazon hasn't been perfect - but they've never failed to resolve whatever my problem has been. I have absolute confidence that I can order anything and be certain that either I'll be satisfied with my purchase, or I can send it back. That's why Amazon will win and brick-and-mortar retailers will fail.

    • AM
      July 3, 2019 at 8:22 pm

      You probably work for Amazon, eh?
      You are embarrassing!

  22. Victor
    November 28, 2017 at 8:06 pm

    So recently I had a toaster oven delivered and about four small items in a separate package delivered. I checked all over and nothing. So I went to track package and to my surprise there was a picture of the two packages on a porch but it wasn’t my porch. It said left in a secure location. It looked like the neighbor’s porch so I walked over and it did match but no packages. Over next 48 hours I kept knocking and ringing their bell and no answer. Finally I chatted with amazon and at first they gave me the well it shows delivered here on our tracking system. I said yeah delivered to the wrong front porch that isn’t mine, I don’t have that color house or decor on my porch. They sent me a replacement toaster oven but she said the other four items amazon didn’t sell so she could refund them. I said no that’s not acceptable I still want those four items. One was a lightning deal and the other three were Black Friday sales and all four items went up in price. She allowed me to reorder the items and they refunded me the full sale plus the difference in price now. Still never got a hold of the neighbors and I’m wondering if I should file a police report.