For a missing Amazon order, use the order detail page first. Open Your Orders > Track Package, review photo and address. For Amazon-shipped orders, use Customer Service; for third-party seller-sold/fulfilled, seller and eligibility-based A-to-z may apply.
Before you act
Check the exact carrier, service, role, and date in the official order or tracking page. A support inquiry, carrier claim, and seller refund are separate paths.
Check the order record
Open Your Orders > Track Package, review photo and address. For Amazon-shipped orders, use Customer Service; for third-party seller-sold/fulfilled, seller and eligibility-based A-to-z may apply.
Confirm whether the order shipped in several parcels, who sold or fulfilled it, and which carrier actually made the last scan.
Report the problem
- Save the order promise, tracking history, delivery photo, and any visible address mismatch.
- Use the support option linked from your signed-in order; describe the missing item and checks already made.
- Record the support case ID and ask which party will investigate or offer a replacement or refund.
Important conditions
- Amazon Logistics / TBA is not identical to external Amazon Shipping.
- A-to-z requires eligible seller relationship and prerequisites.
| Procedure | Timing | Scope |
|---|---|---|
| Amazon delivered but missing review | No universal numeric deadline; verify the current terms | Amazon orders covered by delivered-but-missing help |
| Amazon-shipped order customer service contact | 30 calendar day from estimated delivery date | Amazon-shipped order late/missing |
| Amazon A-to-z Guarantee eligible window | 90 calendar day from last possible delivery date; verify the current terms | Eligible third-party sold and fulfilled items only |
A filing window is not a finding of eligibility or a promise of payment. Calendar days, business days, and calendar months are different.
If support cannot resolve it
Use the marketplace's order-specific escalation path when available. Review payment dispute terms separately; starting a carrier inquiry alone does not establish a payment dispute or refund eligibility.
Official next step
Use the company website directly. Do not use a link from an unexpected delivery text or email.
Official sources and checking date
- Amazon Find a Missing Package Official source · checked 2026-11-02
Policies and contact routes can change. Verify the current US terms and the actual service before filing.