About A-Z Guarantee

The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a third-party seller. Our guarantee covers both the timely delivery and the condition of your items. If either are unsatisfactory, report the problem and our team determines whether you are eligible for a refund.

You may be eligible to request a refund under the A-to-z Guarantee, when the following applies:

  1. You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is sooner.
  2. You received an order that is different than expected and have requested a return with the seller.
  3. You returned your item with a trackable shipping method and the seller has not issued you a refund.
Note: We may require you to first contact the seller and wait for a response for 48 hours before you are eligible to request a refund.

To check your eligibility, go to Request an A-to-z Guarantee Refund.

Note: You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee.
Note: The A-to-z Guarantee does not cover digital items, payments for services, stored value instruments, or Spot Buys. Additionally, if you file a chargeback with your payment provider or bank, you are not eligible for a refund under the A-to-z Guarantee.
Note: This guarantee applies only to purchases made on the Amazon.com website from a third-party seller. If you need help with an item sold by Amazon Global Store or a Marketplace item delivered via Prime, contact us. For purchases made on third-party websites using Amazon Pay, go to Amazon Pay help.

Was this information helpful?

Thank you for your feedback.

Please select what best describes the information:

Thanks! While we're unable to respond directly to your feedback, we'll use this information to improve our online Help.