What to Do if Your Amazon Package Is Lost or Stolen: Full Guide

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Report your package as missing to potentially get a refund or replacement

Written by Kyle Smith

Last Updated: May 5, 2025 Fact Checked

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Things to Try Before Filing a Claim

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Contact Amazon

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Contact the Third-Party Seller

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Video

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Tips

Your Amazon package says it’s been delivered, but is nowhere in sight. Unfortunately, there’s a chance that the package was stolen. Luckily, Amazon tends to be pretty helpful in these cases. If your item was sold and shipped by Amazon, you can go through their customer service to try for a refund or replacement. If the item was through a 3rd party seller, you can contact them for assistance. This wikiHow guide will show you what to do if your Amazon package is lost or stolen.

Things You Should Know

Check these common issues first: the shipping address, “attempted delivery” notice, someone else brought the package in, it was put in your mailbox.
Contact Amazon to file a missing package claim: https://www.amazon.com/ > All > Your Account > Customer Service > select the missing order.
Contact a third-party seller: Your Orders > Problem with order > missing package > contact seller.

Method 1

Method 1 of 3:

Things to Try Before Filing a Claim

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1
Try these tips before filing a missing package claim. If the item you just purchased says it’s been delivered but hasn’t shown up, there are a few things to try before filing a claim with Amazon.^{[1]
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- Double-check the shipping address on the Amazon order.
- See if there’s a paper notice of attempted delivery on your door or mailbox. Some items require a signature for the carrier to drop off the package, otherwise they take it back to the distribution center.
- If you live with other people, ask if anyone has signed for or brought in a package.
- Check your mailbox. Smaller packages may be delivered to your mailbox instead of your door.
- Wait 48 hours. Occasionally, the packaged will be listed as “delivered” up to 48 hours before arriving.
- If your package was lost by the carrier service, see our guide on how to recover a package lost in the mail.

Method 2

Method 2 of 3:

Contact Amazon

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This is where you’ll be able to talk to an Amazon representative to file your missing package claim.^{[2]
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Note: You can contact Amazon about any package, but if the item was sold and shipped by a third-party seller, they recommend contacting the seller for help with the missing package. The next method will cover how to do so.^{[3]
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- Go to https://www.amazon.com/ in a desktop web browser.
- Click the All menu in the top-left of the home page.
- Click Your Account near the bottom of the list.
- Select Customer Service in the grid of options. It has a headphones icon.
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Select the missing item. Amazon’s Customer Service page will show your most recent purchases under the Do you need help with a recent item, <name>? section. If the missing item is there, click it. Otherwise, click the Help with a different item button.
- The Help with a different item option will open a menu with all of your orders. You can scroll through the options, or search for the specific product.
- Selecting the item will move you to the Describe what's going on menu.
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Select Says delivered, but it’s not here. This option will appear next to the item you selected in the last step.^{[4]
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- Then, click either The entire package is missing or This item is missing.
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Click I need more help. This is in the bottom-right corner of the Get an answer page. Selecting this option will start the process for filing a missing package claim with Amazon.
- For preventative measures, check out our guide on how to guard against package theft.

Method 3

Method 3 of 3:

Contact the Third-Party Seller

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You can find this page by going to https://www.amazon.com/ > Returns & Orders > Your Orders.^{[5]
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This option will be located next to the order.
This will be in the list of options regarding the order.^{[6]
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Click Contact seller. Your issue will be sent to the seller. They should respond within two business days.^{[7]
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- If the product listing is eligible for Amazon Prime, or the seller participates in Customer Service by Amazon, then Amazon’s customer service will handle the issue.