Start in Your Orders and open Track package for the shipment that is missing. Most late parcels arrive within 48 hours of their estimated delivery date, and a package scanned as delivered often turns up after a short search and a wait. If it still does not arrive, the person who shipped and sold the order decides where you go next: Amazon Customer Service for Amazon-shipped orders, or the seller for orders a third party shipped and sold.
Step one: check the actual shipment
- Open Your Orders on Amazon and select the order.
- Select Track package for the shipment you are waiting on.
- Read the delivery estimate and the most recent carrier update.
One order can contain several shipments, each with its own delivery date and tracking number, so check every shipment before you assume an item is lost. Some shipments, including some standard international deliveries, may not be trackable at all. In that case the order page and any carrier information are the only status you will get. Amazon’s tracking guidance is set out in its tracking help page.
Match your situation to the right next step
| Situation | What the order shows | Check first |
|---|---|---|
| Not shipped, or tracking has not moved | Estimate is today, or no status update yet | Estimated date and current status |
| Late, not marked delivered | Estimate has passed; tracking stalled or outdated | Latest tracker update and carrier messages |
| Marked delivered, nothing in hand | Delivered scan with no package | Address, delivery notice or photo, and nearby locations |
| Box arrived, one item missing | Delivered shipment with an item absent | Other shipments in the same order |
| Undeliverable | Return and refund status | Refund timing and whether you want to reorder |
Order not shipped or tracking quiet
Check the estimated date and current status in Your Orders. Amazon notes that an order expected that day may not show an update yet, and that depending on the carrier an item can ship the same day it is delivered. A quiet tracker is not proof that the order is lost. If timing matters, use the options shown for that order before the estimate passes.
Late, but not marked delivered
Check Amazon’s tracker along with any carrier emails, app or website. Amazon’s guidance is to allow 48 hours past the estimated delivery date for an unexpected delay, because most late parcels arrive in that window. The causes Amazon lists include weather, heavy traffic, holiday demand, customs delays and operational problems. Amazon’s late deliveries help page covers these steps in more detail.
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If you paid for a guaranteed delivery and it was missed, the help page describes a delivery-fee refund. Follow Problem with an order, then Shipping or delivery issues, then Shipment is late. This remedy applies to the delivery fee, not to the item price.
Marked delivered, but nothing is there
Work through this checklist before escalating:
- Confirm the shipping address in Your Orders.
- Check Message Center, the delivery confirmation, your mailbox or mail area, and any delivery photo.
- Check the delivery instructions, including any safe place you specified, and the spots around the delivery location.
- Ask household members or neighbors whether someone accepted the parcel.
- Wait 48 hours. Packages are sometimes scanned as delivered before they physically arrive.
- If useful, ask the carrier for more detail about where the scan was recorded.
If the package is still missing after that, follow the contact route for who shipped and sold the order, described below. Amazon’s missing package help page lists the same checks.
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Box arrived, but an item is missing
Open Your Orders and check whether the missing item is in a different shipment. If it is, open that shipment’s tracking before reporting anything. If an Amazon-shipped package arrived without an item and there is no tracking for that item, contact Amazon Customer Service. If a third-party seller shipped and sold the item, contact that seller. The missing item help page explains both routes.
Undeliverable package
Amazon says an undeliverable package is returned and a refund is processed. It cannot be reshipped, so if you still want the item you will need to place a new order. Amazon says refunds are generally expected within 7 business days after it receives the return, and some banks may take an additional 3 to 5 business days. These are Amazon’s stated timeframes, not a guarantee for every bank or payment method. For third-party seller orders, the seller is your first contact. See the undeliverable packages help page for the return process.
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Who to contact
| Order type | First contact | Timing stated by Amazon | If the issue remains |
|---|---|---|---|
| Shipped by Amazon | Amazon Customer Service, reached from the specific order | Within 30 days of the expected or estimated delivery date | Amazon handles the case through Customer Service |
| Shipped and sold by a third-party seller | The seller, through the seller contact option on the order | Not stated for seller contact | If you are dissatisfied with the seller’s answer, or there is no response within two business days, the order may be eligible for an A-to-z Guarantee claim |
Amazon’s support options page describes phone, chat, email and self-service help. Use the Customer Service option that appears after you select the specific order, rather than a phone number or contact link found elsewhere, so the case is tied to the right order.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How much weight to give Amazon’s timelines
- The 48-hour window is Amazon’s procedural guidance for late and delivered-but-missing packages. It is not a measured success rate, and Amazon does not publish how often packages arrive in that window.
- The 30-day contact window applies to Amazon-shipped orders as stated on Amazon’s help pages. Do not wait past it if you need Amazon’s help.
- These pages describe Amazon.com policy. Other marketplaces, and orders from certain sellers, may follow different terms, so check the policy shown on your own order.
Keep a record of each contact, including the date, the channel used and any reference number, so you can show what you already tried if the case moves to a higher level.
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Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on Amazon at the time of purchase will apply.
