Amazon will replace a stolen package or refund your money if you report it within the return window, but the process depends on whether the item was marked as delivered and where it was left

When a package shows as delivered but you never received it—whether it was stolen from your porch, lost in transit, or misdelivered—Amazon's standard response is to issue a replacement or refund. You do not have to pay out of pocket while the company investigates. The catch is timing: you need to report the missing package within 30 days of the delivery date for most items, and sooner for perishables or time-sensitive goods.

The outcome depends on a few specifics: whether the package was left in a safe place you designated, whether it required a signature, and what the carrier (Amazon, UPS, FedEx, or USPS) shows in their tracking. If the carrier confirms delivery to your address, Amazon usually replaces the item or refunds you without requiring you to file a police report, though they may ask you to do so if theft becomes a pattern on your account.

Key Takeaways

  • Report a missing package to Amazon within 30 days of the delivery date through your order history or the Amazon app—do not wait.
  • Amazon will replace the item or refund your money in most cases, even if the carrier shows it as delivered to your address.
  • If you have a doorbell camera or witness statement showing theft, include that information when you report the package missing.
  • Packages left in unsafe locations (like a visible spot on your porch) are less likely to result in a replacement if Amazon's policy says the carrier should have required a signature or used a safer delivery method.
  • If theft happens repeatedly at your address, Amazon may require a police report or ask you to use Amazon Hub, a locker, or require signature on future deliveries.

How to report a missing or stolen package to Amazon

Go to Your Orders in your Amazon account and find the order in question. Click the order and look for a button that says "Package problem" or "Return or replace items." Select the reason—usually "Item missing from delivery" or "Item not received"—and describe what happened. Be specific: say whether the package was stolen from your porch, whether you checked with neighbors, or whether you have video evidence.

Amazon will ask you a few follow-up questions. They may ask whether you want a replacement or a refund, whether the carrier shows the package as delivered, and whether you have any proof of theft. Answer honestly. If you have a doorbell camera, a photo of an empty porch, or a message from a neighbor, upload it. This speeds up the process and makes a replacement more likely.

You can also contact Amazon Customer Service by phone, chat, or email if you prefer not to use the online form. The phone number is on your account under "Contact Us." Chat is usually fastest—most conversations resolve in under 10 minutes.

What happens if the package was left in an unsafe location

If the carrier left your package in a visible spot on your porch, in your mailbox, or in another location where it could easily be taken, Amazon's response depends on your delivery instructions. If you have a note in your account that says "Leave in safe place" or "Leave on porch," Amazon will usually still replace the item because you authorized that delivery method. If there is no such note and the carrier left it anyway, Amazon may ask the carrier to cover the loss instead.

To avoid this problem in the future, add delivery instructions to your address. You can tell Amazon to leave packages in a specific spot (like behind a planter or in a garage), require a signature, or hold the package for pickup. You can also use Amazon Key, which lets drivers place packages inside your garage or front door if you have a compatible smart lock or camera.

Packages that require a signature or special handling

Some items—electronics, high-value goods, alcohol, and certain medications—require a signature on delivery. If the carrier shows the package as delivered but you never signed for it, that is a red flag. Report it to Amazon right away, and mention that a signature was required. Amazon will contact the carrier to verify whether someone at your address actually signed.

If the carrier cannot produce a signature or photo proof, Amazon will replace the item or refund you. If the carrier has a photo showing the package left at your door, Amazon may ask you to check with neighbors or file a police report before issuing a replacement, especially if the item was expensive.

When Amazon asks for a police report

Amazon does not require a police report for a single missing package in most cases. However, if you report multiple stolen packages within a short time, or if the item was very expensive, Amazon may ask you to file a report with your local police department and provide the report number. This protects Amazon from repeated fraud claims and helps them identify patterns of theft in your area.

Filing a police report is straightforward: call your local non-emergency police line or file online through your city or county police website. Tell them the date, carrier, and value of the package. You will get a report number, which you can share with Amazon. The police may not investigate a single package theft, but the report creates an official record that helps both you and Amazon.

Refunds versus replacements

When you report a missing package, Amazon will offer you either a replacement or a refund. Choose a replacement if you still want the item and do not mind waiting for a new one to ship. Choose a refund if you no longer need it or if the item is out of stock. Refunds go back to your original payment method within 3 to 5 business days.

If the item is no longer available or the seller is out of stock, Amazon will refund you automatically. If you choose a replacement and the item ships, you will receive tracking information. Replacements usually arrive within the same timeframe as the original order, though it depends on the seller and your location.

Preventing theft and protecting future deliveries

After a theft, take steps to prevent it from happening again. Add delivery instructions to your address: ask the driver to leave packages in a specific safe spot, require a signature, or hold the package for pickup at an Amazon Hub or Whole Foods location. You can change these instructions for each order before it ships.

If you live in an apartment or a building with a mailroom, ask the carrier to deliver there instead of to your door. If you have a smart lock or doorbell camera, enable Amazon Key so drivers can place packages inside your home or garage. For high-value items, consider having them shipped to your workplace or a trusted neighbor's address.

What to do if Amazon denies your replacement or refund

If Amazon denies your claim—usually because they say the package was delivered and signed for—you have options. First, ask to speak with a supervisor or escalate your case through the Amazon app. Explain what happened and provide any evidence you have: a photo of your empty porch, a doorbell camera recording, or a message from a neighbor saying they did not take the package.

If Amazon still refuses, contact your credit card company or payment method and file a chargeback. Explain that you paid for an item you never received and that Amazon refused to replace it. Your bank will investigate and may reverse the charge. This should be a last resort, because repeated chargebacks can result in Amazon closing your account.

Frequently Asked Questions

How long do I have to report a stolen package?

You have 30 days from the delivery date to report a missing package to Amazon. For perishable items like food or plants, report it within 24 hours. The sooner you report it, the faster Amazon can investigate and issue a replacement or refund.

Will Amazon replace my package if I don't have proof it was stolen?

Yes, in most cases. If the carrier shows the package as delivered to your address and you report it missing, Amazon will replace it or refund you without requiring proof of theft. However, if this happens repeatedly, Amazon may ask for a police report or require signature on future deliveries.

What if the package was stolen but the carrier says it was never delivered?

If the tracking shows "delivery attempted" or "left at door" but you never received it, report it to Amazon as missing. Amazon will contact the carrier to investigate. If the carrier cannot confirm delivery with a photo or signature, Amazon will replace the item or refund you.

Can I get a replacement if I live in an apartment and the package was left in the wrong unit?

Yes. If the carrier misdelivered the package to the wrong apartment, report it to Amazon as not received. Amazon will replace it or refund you. You can also try asking your neighbors or the building management if they received it by mistake, but you are not required to track it down yourself.

Does Amazon charge a restocking fee for stolen packages?

No. When Amazon replaces a stolen package or refunds you, there is no restocking fee or deduction. You get the full refund or a full replacement at no cost to you.