Undeliverable Packages - Amazon Customer Service

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Shipping and Delivery › Where's My Stuff? › Undeliverable Packages

This happens when an unplanned service disruption prevents us from delivering your package. We’ll notify you and refund you for the items you didn’t receive.

Want to check the status of your order? Visit

Your Orders

What Happens with Undelivered Packages

We automatically notify you. The undeliverable package is returned to Amazon, and we’ll process your refund.

When a package is returned as undeliverable, we can't reship it. You can place a new order for the item(s).

To stay on top of delivery changes, consider signing up to receive shipment updates via text message.

Refund Times for Undeliverable Packages

You can expect a refund within 7 business days after the return is received. Some issuing banks may require an additional 3-5 business days to process a refund.

Visit the Refunds Help page for more information about refunds processing times.

Undeliverable Orders Shipped and Sold by Sellers

If your order is shipped and sold by a third-party seller, contact the seller directly for assistance.

If you’re not satisfied with the seller solution or you don’t hear back from them within two business days, you may be eligible for a refund through Amazon's A-to-z Guarantee.

For more information about third-party sellers, visit Ordering from a Third-Party Seller.

Reasons for Undeliverable Packages

An undeliverable status occurs for various reasons including, but not limited:

• The shipment sustains damage before or during transit.
• The shipment is detected to contain products with quality issues.
• The shipping address can’t be accessed due to wrong address, missing information, or delivery restrictions (ex: correctional facility) or driver safety concerns due to presence of a dog. Visit Your Addresses to update your shipping addresses and add any delivery preferences. Customize instructions to include access codes, presence of dog, and preferred days of delivery for future orders.
• The shipping label becomes unreadable during transit.
• The carrier makes three unsuccessful attempts to access your delivery address.
• Customer/recipient refuses to accept package from carrier.

Not what you’re looking for? Try these pages:

• Find a Missing Package That Shows as Delivered
• Late Deliveries
• Replace a Damaged, Defective, or Broken Item
• Find a Missing Item from Your Package

Recommended Help Topics

• Late Deliveries
• Find a Missing Package that Shows as Delivered
• Find a Missing Item from Your Order
• Tracking your package
• Cancel Items and Orders

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Where's My Stuff?

• Tracking your package
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• Contact a Carrier
• Tracking Doesn't Match Carrier's Website
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• Undeliverable Packages
• Late Deliveries
• Sign Up for and Manage Shipment Updates via Text for All Orders
• Turn Off Shipment Updates via Text for a Specific Package
• Amazon Shipment Updates via Text Updates Terms and Conditions

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