Amazon will replace a stolen package if you report it within the right timeframe and meet their conditions

When a package goes missing from your porch or mailbox, Amazon's policy is to investigate the delivery and issue a refund or replacement if the carrier cannot confirm delivery to you in person. You do not have to pay out of pocket while they look into it. The catch is timing: you must report the theft within 30 days of the expected delivery date, and Amazon will ask you specific questions about where the package was left and whether you filed a police report.

The process differs slightly depending on whether you ordered through Amazon directly or a third-party seller using Amazon's platform. Amazon-sold items are faster to replace. Third-party seller items may require you to contact the seller first, though Amazon can step in if the seller does not respond within a set period.

Key Takeaways

  • Report a stolen package to Amazon within 30 days of the expected delivery date, or you lose the right to a refund or replacement.
  • Amazon will ask whether the package was left in a safe location and whether you filed a police report, so have those details ready.
  • Packages marked as delivered but not received are treated as theft claims, and Amazon investigates with the carrier before deciding.
  • Third-party seller items may require you to contact the seller first, but Amazon's A-to-Z may provide covers you if the seller ignores your claim for 48 hours.
  • Signing up for Amazon Key, a locker, or requiring a signature on delivery can prevent future thefts.

How to report a stolen package to Amazon

Open your Amazon account and go to Your Orders. Find the order and select Return or Replace Items. Choose Item Not Received from the dropdown menu. Amazon will then ask you to describe what happened — say the package was not there when you checked, or that it was stolen from your porch.

Be specific about where the driver left it. If you have a doorbell camera or security footage showing the theft, mention that in your description. Amazon uses this information to contact the carrier (usually UPS, FedEx, or USPS) and ask them to confirm whether the package was actually delivered to your address or left in a safe spot. The carrier's answer determines what happens next.

Do not wait to report it. The 30-day window starts from your expected delivery date, not from the day you discovered it was gone. If you notice a package missing weeks later, you may still be within the window, but the longer you wait, the harder it is for Amazon and the carrier to investigate.

What Amazon asks you during the investigation

When you file a report, Amazon's system will ask whether you filed a police report. You are not required to file one, but doing so strengthens your case. If you did file a report, have your case number ready — Amazon may ask for it. A police report shows the theft was real and not a dispute over whether the package arrived.

Amazon will also ask whether you were home at the time of delivery, whether you have a safe place for packages (like a garage or mailbox), and whether the driver left the package in that location. Answer honestly. If you say the driver left it on your porch and your porch is visible from the street, Amazon may deny the claim on the grounds that you did not use a safe location. If you say you were not home and have no safe spot, Amazon is more likely to side with you.

The carrier will also be asked to provide GPS coordinates and photos from the delivery, if available. Modern delivery trucks log this data, so the carrier can often confirm whether the package was left in a public area or a protected one. This evidence matters more than your description, so be truthful about where it was left.

Timeline for Amazon's decision

Amazon typically makes a decision within 3 to 5 business days. If the carrier confirms the package was delivered to your address, Amazon will usually issue a refund or replacement when ready. If the carrier cannot confirm delivery or says the package was left in a safe location, Amazon may still side with you, especially if you filed a police report or have security footage.

If Amazon denies your claim, you can appeal. Go back to the order and select Contact Us, then explain why you believe the decision was wrong. Mention any new evidence, such as a police report number or video footage. Amazon's appeals team will review it, though they rarely overturn a decision without strong new information.

While the investigation is ongoing, you do not have to pay for the item. Amazon will hold the charge or refund it temporarily. Once they make a final decision, the refund becomes permanent or a replacement ships to you.

Differences between Amazon-sold and third-party seller items

If you bought the item directly from Amazon, the process above applies. Amazon owns the inventory and handles the claim themselves. If you bought from a third-party seller using Amazon's marketplace, the process is slightly different.

For third-party items, you should contact the seller first through Your Orders > Contact Seller. Explain that the package did not arrive and ask for a refund or replacement. Many sellers respond within 24 hours. If the seller ignores you for 48 hours or refuses to help, you can file an A-to-Z may provide claim through Amazon. Amazon will then investigate and force the seller to refund you or replace the item.

The A-to-Z may provide covers theft the same way Amazon's direct policy does: you have 30 days from delivery, and Amazon investigates with the carrier. The main difference is that the seller gets a chance to resolve it first. If they are responsive, you may get a replacement faster than going straight to Amazon.

Preventing future package thefts

The easiest way to avoid this problem is to change your delivery settings before the package ships. Amazon Key lets drivers unlock your front door or garage and leave the package inside, though it requires a compatible smart lock. Amazon Lockers are free pickup points in grocery stores and pharmacies where drivers can leave your package for you to collect later.

You can also require a signature on delivery, which forces the driver to hand the package to you or someone at your address. This adds a day or two to delivery time and may cost extra, but it guarantees the package does not sit unattended. For high-value items, this is worth doing.

If you do not have these options, ask the driver to leave the package in a less visible spot — behind a planter, in a garage, or with a neighbor. You can add delivery instructions to each order by going to Your Orders > Delivery Preferences and typing where you want the package left.

What happens if Amazon denies your claim

If Amazon decides the package was delivered safely and denies your refund, you have a few options. First, appeal through Amazon's contact form with any new evidence. Second, if you used a credit card, you can dispute the charge with your card issuer — they may refund you even if Amazon will not. Third, if the item was expensive and you have a police report, you can file a claim with your homeowner's or renter's insurance, though your deductible may be higher than the item's value.

Some people also contact Amazon's customer service by phone or chat and ask a representative to review the decision. Representatives sometimes have more flexibility than the automated system, especially if you have a history of legitimate claims. Be polite and factual; do not threaten or demand.

Frequently Asked Questions

Do I have to file a police report to get a refund from Amazon?

No, but it helps. Amazon will refund you based on the carrier's investigation alone. A police report strengthens your case if the carrier's data is unclear or if Amazon is on the fence about the decision.

What if the package was stolen from my mailbox?

Report it to Amazon the same way. Mailbox theft is common, and Amazon knows this. The carrier will note that the package was left in a mailbox, and Amazon will usually refund you. If your mailbox is not find, consider using a locked mailbox or having packages held for pickup at the post office.

Can I get a replacement instead of a refund?

Yes. When you report the theft, Amazon will ask whether you want a refund or replacement. Choose replacement if the item is still in stock. If it is out of stock, you will get a refund instead.

How long does it take to get a replacement after Amazon approves my claim?

Replacements ship within 1 to 2 business days and arrive according to your normal shipping speed. If you have Prime, expect it within 2 days. Standard shipping may take 5 to 7 days.

What if I ordered the package as a gift and it was stolen?

You can still file a claim and get a refund or replacement. The person who received the gift (or did not receive it) does not need to be involved. You placed the order and paid for it, so you have the right to report it missing.