Yikes! What to Do When Your Amazon Package Is Not Delivered

From tracking services to refund requests, here's everything you can do to protect your Amazon packages from theft and misfortune.
Updated
Man Wincing at phone

From October 2018 to September 2019, Amazon Prime customers shipped hundreds of millions of gifts worldwide. With so many orders being placed, you're bound to occasionally experience an Amazon delivery delay or a missing package.

Now that Amazon packages are trackable to within minutes of delivery, one lost parcel can seem like a mystery worthy of a podcast. Before you freak out, check out our guide on what to do if your Amazon package didn't arrive.

Take Full Advantage of Amazon Package Tracking

To track most packages, you should sign into your account, click on "Orders," then select the "Track package" option. You'll be able to see the purchase date, shipping date, when it was sent out for delivery, and arrival info. You can also see specifics on where the package was left: for example, "near the front door" or "inside the residence's mailbox."

Amazon Map Tracking allows you to follow the real-time progress of select Amazon packages.

Looking for something more robust? Amazon Map Tracking is a feature that allows you to track the real-time progress of select packages delivered by Amazon.

On the day of delivery, click "Track package" from your Amazon account, shipment confirmation email, or the notification on Amazon's app. You can then see the remaining number of stops the driver has before the delivery arrives at your door. Note that map tracking is disabled for wish list or gift orders to protect the recipient's privacy.

Amazon Photo on Delivery is another shipping service that can come in handy. It'll send you a photo to confirm the delivery has been made when a package is left at a door. If you'd rather not have Amazon take photos of your property, you can opt out by contacting customer service.

SEE ALSO: Amazon Prime Shipping Is the Perk We Love to Hate

Most Amazon orders are trackable once the packages have shipped. The only real exception should be standard international shipments that aren't fulfilled by Amazon Global.

How to Contact Amazon About a Missing Package

If your Amazon package shows as delivered but you can't find it, don't panic! Amazon recommends first checking the delivery details — ensure the address is correct, check the porch or garage, and see whether one of your neighbors accepted your order.

In "rare cases," Amazon packages show as delivered up to 48 hours prior to their actual arrival. If you're within that window, wait to see if it shows up — your order could still be en route.

In 'rare cases,' Amazon packages show as delivered up to 48 hours prior to their actual arrival.

If your Amazon package hasn't arrived after those 48 hours, you should either contact Amazon to report the missing package or get in touch with the third-party seller. Who should you call? Consult your tracking information.

If the package arrived at Amazon's facility or the carrier facility, contact Amazon with the delivery complaint; if it didn't arrive at the facility, contact the third-party seller. Either way, you want to have the order number handy.

When dealing with Amazon, go first to the "Contact Us" page. Then you can either click "Start chatting now" to interact with a bot, or click "We can call you" to get help over the phone. If you opt for the latter, find your order and check the box next to the missing item. From the "Tell us more" dropdown menu, select "Where's my stuff?" and then "Tracking shows delivered but shipment not received." Finally, click the "Phone" button, enter your number, and click "Call me now" to talk to a representative by phone about your Amazon delivery problems.

SEE ALSO: Is Amazon Customer Service Ever Helpful?

If a third-party seller was responsible for the order, you should go to your orders and select the seller. Then select the "Ask a question" button, and after the prompt "I need assistance with," select the option for "An order I placed." From the dropdown menu, select "Where's my stuff?"

You'll see the tracking info, along with the option to write a message. The seller has 48 hours to respond before you can contact Amazon to file a claim.

You might be eligible for an Amazon A-to-z Guarantee of protection in the following cases when you purchase third-party-seller items:

  • Three days have passed since the maximum delivery date, or the tracking shows a delivery confirmation, whichever is sooner.

  • The order is different from expected and you've requested a return with the seller.

  • You returned an item via a trackable shipping method and the seller hasn't issued you a refund.

While no figures are available for missing Amazon packages, Amanda Ip with Amazon PR says "The vast majority of packages get to customers with no issues."

"Refund requests can take up to one week to investigate," Ip says. "We will notify you of our decision via the email address associated with your account. To view the status of your request, locate your order in the list on the Your Orders page and select 'Problem with order.'" You can also monitor the status via Amazon Pay.


Amazon packages in mailbox

What if Your Amazon Package Is Late?

If a guaranteed delivery date provided on the checkout page was missed, then you could be eligible for a refund. Check first to see that the refund requirements are met — including shipment to an eligible address via an eligible shipping method. Then go to the contact page to report the late delivery.

Prime members can have shipping charges refunded when a Prime order is late.

While Amazon Prime members used to receive a free month of Prime for a late Amazon delivery, the policy has changed. Now Prime members typically receive a refund of shipping charges when a Prime order is late.

What to Do if Your Amazon Package Is Stolen

According to a report from C+R Research, 36% of Americans have reported having a delivered package stolen. If you believe your Amazon package was stolen, contact Amazon for a refund, or to request the items be sent again. You should also file a police report about the Amazon package theft, especially if you have security camera footage the cops can view.

SEE ALSO: How to Get Free Shipping on Amazon

Have an Amazon Package Stolen? How to Prevent a Repeat

If an Amazon package was stolen from your doorstep, you can take steps to prevent porch pirates from striking again. For example, consider the Amazon Hub Lockers available in various cities. Find a locker by ZIP code, add it to your Amazon address book, and then select that delivery option during checkout. The package is shipped to the locker, which requires a 6-digit code to open.

Currently, in 50 cities and surrounding areas, Amazon also offers Key by Amazon for Prime members. This service provides keyless entry for guests and in-home deliveries.

While you have to pay for the Key-compatible smart lock and camera, the in-home delivery carries no extra charge for Prime members. With the camera, you can see who enters your home to deliver packages. It can also be used to let in guests, cleaning staff, and pet sitters.

Thirty-six percent of Americans have reported having a package stolen.

Prime members can also opt for in-car delivery for select vehicles. They must have an active connected car service plan, like OnStar, so the Key app can connect with the vehicle. Also, the car must be parked within two blocks of the delivery address, in a publicly accessible area.

On the day of delivery, you'll receive a 4-hour delivery window, and a notification when the delivery driver is headed to the car. Through an encrypted authentication process, Amazon verifies the correct location and package, and the delivery person places the package in the car and requests a relock. You'll then receive a confirmation your vehicle is locked and the package has been delivered.

SEE ALSO: Should You Join Amazon Prime? Here's Everything You Need to Know

There's also Key for Garage, which allows customers to monitor and control their garage doors with the Key app. Plus, Amazon Prime members in select areas can get in-garage deliveries — assuming they have a compatible myQ-connected garage door opener or hub.

Amazon has also introduced Key for Gate, which allows customers to have orders delivered inside their gates. It's "ideal for single-family homes and small multi-unit apartment buildings with electric garden and driveway gates or doors that [can] be triggered via relay." You'll need the Ring Access Controller Pro and Key by Amazon app in order to set it up.

Of course, when it comes to package theft, you can occasionally rely on karma. One Florida woman got a squirmy surprise when she stole a box containing 500 worms for a pet bearded dragon. She didn't keep the package, and the lizard got his snacks back.

Have you ever dealt with a late or missing Amazon package? Share (or vent) about your experience in the comments below.


DealNews Contributing Writer

Josie Rubio was a Brooklyn-based freelance editor and writer, who interviewed everyone from Britney Spears to ghost experts during her lengthy journalism career. She visited five continents, and loved to write about travel, food, nutrition, health, gardening... and pretty much everything.

Note: Josie Rubio died on December 3, 2019.
DealNews may be compensated by companies mentioned in this article. Please note that, although prices sometimes fluctuate or expire unexpectedly, all products and deals mentioned in this feature were available at the lowest total price we could find at the time of publication (unless otherwise specified).
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2 comments
Adalberto_Lins
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 and UPS.
Twig
We have an extra large mailbox. It sits at the side of the road across from our community's gravel road. When Amazon sends an obviously large package (like a leaf blower) and the USPS is involved the USPS will not drive the .6 mile to deliver it to my porch.

USPS has a "not go through a gate, drive more than .5 miles off the road and require a turn-around" policy.

They've stopped leaving it roadside because it often goes MIA. Now they leave an attempted delivery ticket and I must go to the Post Office. It is a 16 mile trip and it will take me an hour to pick it up.

I feel that a PRIME member should not have to do this and have had numerous communications with Amazon about this issue. UPS and FedEx brings packages to my porch but they are rarely an Amazon delivery option.

I'm considering opening a UPS account and paying for UPS Ground delivery upgrade whenever "SurePost" is listed as the delivery hand-off. It seems worth it to end this aggravation.