At a glance
Countries served: US (also operates in UK/EU/AU)
Claim window
- A To Z Guarantee Eligibility
- The order's last possible (estimated) delivery date must be 90 days or less before the claim.
- Never Received
- Can file once 3 days have passed since the latest estimated delivery date, or once tracking shows a delivery confirmation you dispute, whichever is sooner.
Compensation limits
- A To Z Guarantee
- No fixed dollar cap is stated on Amazon's own current A-to-z Guarantee page (corrected phase 5a — the previous 'Up to $2,500' figure is not supported there; see note below). For a damaged/defective/significantly-not-as-described item, the refund table states the buyer is reimbursed the product price, the original shipping cost, and the return shipping cost in full. For a return for any other reason, only the product price is refunded (restocking fees may be deducted), with no shipping refund — except for Clothing, Shoes, Jewelry, and Watches, which also get shipping refunded when returned under the free fashion-returns policy.
Source 1 → · verified 18 October 2026
How to make a claim
Via 'Your Orders' > the relevant order > 'File/View Claim', for third-party-seller purchases only. For a third-party-seller order, you must first contact the seller and allow 2 business days for a response before Amazon will consider an A-to-z Guarantee claim.
- Official claim form
- Via 'Your Orders' > the relevant order > 'File/View Claim' (A-to-z Guarantee, third-party-seller orders only) — see https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV
- Claims email
- Not stated in our data — check Amazon Logistics's official page directly: https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV
- Postal address
- Not stated in our data — check Amazon Logistics's official page directly: https://www.amazon.com/gp/help/customer/display.html?nodeId=GQ37ZCNECJKTFYQV
Source 1 → · verified 18 October 2026
Evidence to gather
- Order confirmation or receipt
- Tracking number and tracking history (a screenshot, with dates/status)
- Proof of the item's value
- Photos of the item and packaging, if it arrived damaged
- Any correspondence with the seller or Amazon Logistics so far
- Delivery Evidence Log template — a structured way to keep all of this in one place
What happens next
No external ombudsman found; Amazon's own A-to-z Guarantee decision is the final internal step we could verify.
UK note: POSTRS (the Postal Redress Service) covers Royal Mail only. It does not cover Amazon Logistics. For a non-Royal-Mail UK carrier, the realistic escalation route is via the retailer who chose the carrier, or a card dispute (see below) — never assume ADR membership that isn't confirmed.
United States
Fair Credit Billing Act (FCBA) billing-error dispute
Must dispute in writing within 60 days of the statement date that first contained the charge; the card issuer must acknowledge within 30 days and resolve within 2 billing cycles (max 90 days).
Consumer Financial Protection Bureau (CFPB) — Takes complaints about how a bank/card issuer handled a billing dispute; does not itself resolve disputes with the retailer or carrier.
United Kingdom
Section 75 Consumer Credit Act 1974 (credit card, £100-£30,000 single item) or chargeback (any card, under the card scheme's own rules)
Consumer Credit Act 1974, s.75: the credit card issuer is jointly and severally liable with the supplier for breach of contract/misrepresentation, for a single item priced over £100 and not more than £30,000. For debit cards, or credit card purchases outside that range, the only route is a chargeback under Visa/Mastercard/Amex's own scheme rules (not a statutory right).
Financial Ombudsman Service (FOS) — Resolves disputes about how a FINANCIAL BUSINESS (e.g. the card issuer) handled a Section 75/chargeback claim — not a complaint about the retailer or carrier directly.
European Union
Chargeback under the card scheme's own rules (no single EU-wide statutory right equivalent to UK Section 75 was found)
The Consumer Rights Directive and PSD2 do not create a Section-75-style joint-liability right for non-delivery; a card chargeback for goods not received is available only under Visa/Mastercard/etc.'s own scheme rules, which are not EU legislation.
FIN-NET (Financial Dispute Resolution Network, European Commission) — FIN-NET is the EU's actual financial-dispute-specific network — it helps resolve CROSS-BORDER disputes between a consumer and a financial-service provider (e.g. a card issuer) in different EEA countries (EU + Iceland, Liechtenstein, Norway), by routing the complaint to the relevant national financial ombudsman, which is itself a FIN-NET member. It does not resolve disputes with the retailer or carrier directly. Corrected phase 5a — see note below. For a general (non-financial) cross-border consumer dispute, the European Consumer Centres Network (ECC-Net, https://www.eccnet.eu/) is the separate, more general network previously listed here.
Complain to FIN-NET (Financial Dispute Resolution Network, European Commission) →
Australia
Chargeback under the card scheme's own rules
If you did not receive goods/services paid for, your bank/credit union must pursue a chargeback on your behalf if a chargeback right exists under the relevant card scheme's rules; no separate Australian statute creates the right itself.
Australian Financial Complaints Authority (AFCA) — Resolves disputes about how a BANK handled a chargeback request; does not itself resolve disputes with the retailer or carrier.
Complain to Australian Financial Complaints Authority (AFCA) →
Common questions
What is the claim window for a Amazon Logistics parcel claim?
The order's last possible (estimated) delivery date must be 90 days or less before the claim. Can file once 3 days have passed since the latest estimated delivery date, or once tracking shows a delivery confirmation you dispute, whichever is sooner.
Is there a compensation limit for a Amazon Logistics claim?
No fixed dollar cap is stated on Amazon's own current A-to-z Guarantee page (corrected phase 5a — the previous 'Up to $2,500' figure is not supported there; see note below). For a damaged/defective/significantly-not-as-described item, the refund table states the buyer is reimbursed the product price, the original shipping cost, and the return shipping cost in full. For a return for any other reason, only the product price is refunded (restocking fees may be deducted), with no shipping refund — except for Clothing, Shoes, Jewelry, and Watches, which also get shipping refunded when returned under the free fashion-returns policy.
How do I start a claim with Amazon Logistics?
Via 'Your Orders' > the relevant order > 'File/View Claim', for third-party-seller purchases only. For a third-party-seller order, you must first contact the seller and allow 2 business days for a response before Amazon will consider an A-to-z Guarantee claim.
What if Amazon Logistics doesn't resolve my claim?
No external ombudsman found; Amazon's own A-to-z Guarantee decision is the final internal step we could verify.
Does POSTRS cover Amazon Logistics?
No. POSTRS only covers Royal Mail. It does not cover Amazon Logistics.
This is general information, not legal advice. Figures are sourced from Amazon Logistics's own published terms, linked above, and reviewed on the date shown.