We want you to buy with confidence anytime you purchase products on the Amazon.com website or use Amazon Payments. That is why we guarantee purchases from Amazon Marketplace and Merchant sellers when payment is made via the Amazon.com website or when you use Amazon Payments for qualified purchases on third-party websites. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.

Buyers are covered at no cost. We're committed to creating a safe buying experience on the Amazon.com website and when using Amazon Payments on third party websites. If you have additional questions about the A-to-z Guarantee, please contact us.

After you have read carefully through the following important guidelines, click below to submit your claim.

Guarantee Basics

• When You Can File
• Purchase Requirements
• Claim Timeframes
• Warranty Coverage
• Limits and Coverage Amounts
• Exclusions from Coverage

When You Can File

You can file an Amazon.com A-to-z Guarantee claim if you purchased physical goods from a seller or merchant selling on the Amazon.com website (including the Amazon.com Marketplace), or used Amazon Payments to purchase physical goods from a third-party website. See "Exclusions from coverage" below for a list of items that are not covered by the A-to-z Guarantee.

One of the three conditions below must also apply:

1. You made payment to the seller through the Amazon.com website or a third-party website using Amazon Payments, but the seller failed to deliver the item by 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner; or
2. You received the item, but the item was defective, damaged, or not the item depicted in the seller's description; or
3. You have returned the item to the seller per an agreement between the buyer and seller and the seller has not provided the agreed reimbursement to the buyer after receiving the item. Note: If you refuse the package and the return doesn't have tracking information, your claim may not be covered by the A-to-z Guarantee.

You must first contact the seller through Your Account before filing a claim. From the order details, click "Problem with this order?" and "Contact your Seller." Please allow three business days to give your seller a chance to address the issue. You can submit a Guarantee claim if the seller does not respond or if the issue is not addressed to your satisfaction.

Purchase Requirements

• The item must be purchased from an Amazon Marketplace or Merchant seller on the Amazon.com website or from a seller using Amazon Payments on a third-party website. Purchases from the following sellers are not covered by the Amazon A-to-z Guarantee: eLuxury and Virginmega.com.
• The buyer purchased physical goods from a seller or merchant selling on the Amazon.com website (including the Amazon.com Marketplace), or used Amazon Payments to purchase physical goods from a third-party website.

Claim Timeframes

• For Amazon Marketplace and Merchant orders made on the Amazon.com website, you must wait 3 calendar days past the maximum estimated delivery date for an order OR 30 days from the order date, whichever is sooner.
• If your order fails to arrive, you then have 60 days to file an A-to-Z claim.
• If you receive your item and it is damaged, defective, or materially different, you must contact the seller within fourteen (14) days of receipt to request return information.
• For purchases using Amazon Payments on a third-party website, you must wait 15 days from the order date to submit a claim. From that point, you have 75 days to submit the claim.

Warranty Coverage

If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.

Limits and Coverage Amounts

Buyers are limited to a lifetime maximum of fifty claims for purchases from Amazon Marketplace or Merchant seller on the Amazon.com website. Withdrawn claims do not count towards this maximum. Buyers who pay for Amazon Marketplace or Merchant purchases via the Amazon.com website and buyers who use Amazon Payments for qualified purchases from a third-party website are eligible to receive up to $2,500 of the purchase price, including shipping charges.

Exclusions from Coverage

The following items are not covered by the Amazon A-to-z Guarantee: payments for services, digital merchandise (excluding electronic gift certificates sold by the merchant GiftCardMall), cash or stored value instruments (except retail gift cards sold by the merchant GiftCardMall), and prohibited items (including items violating the Amazon Payments Acceptable Use Policy).

If you paid by credit card, and the issuing bank has initiated a chargeback, you are not eligible for coverage under the Amazon A-to-z Guarantee.

Only buyers who live in the following countries are covered under the Amazon A-to-z Guarantee for qualified purchases: Australia, Belgium, Brazil, Canada, Denmark, Finland, France, Germany, Great Britain, Hong Kong, Iceland, Ireland, Italy, Japan, Republic of Korea, Mexico, Netherlands, New Zealand, Northern Ireland, Norway, Portugal, Scotland, South Africa, Spain, Sweden, Switzerland, the United Kingdom, and the United States (including U.S. protectorates, e.g. Puerto Rico, U.S. Virgin Islands, Guam, American Samoa, APO/FPO, etc.).