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 and replace it or refund you—but only if you report the theft quickly and can show the package was actually delivered. Amazon considers a package stolen when it arrives at your address but disappears before you receive it. The catch: you have a limited window to report it, and Amazon will ask you to provide evidence or attempt a resolution with your carrier first.

The speed of your report matters. If you notice a package missing within a few days of the delivery date, Amazon is more likely to replace it without much back-and-forth. If weeks pass, Amazon may assume you received it and straightforward forgot, making a replacement harder to get. Your best move is to check your tracking the day delivery is expected and report the theft the same day you discover it missing.

Key Takeaways

  • Report a missing package to Amazon within three days of the delivery date for the fastest replacement or refund.
  • Amazon will ask whether the package was left in a safe place or requires a signature, and may contact the carrier to investigate before replacing it.
  • If a carrier like UPS or FedEx delivered the package, Amazon may direct you to file a claim with them instead of replacing it directly.
  • Packages stolen from your address after delivery is complete are Amazon's responsibility, but packages lost in transit are the carrier's responsibility.
  • Using Amazon's delivery location options—like "Leave with neighbor" or "Hold at facility"—can prevent theft before it happens.

How Amazon determines whether a package was actually stolen

Amazon does not automatically replace every missing package. They investigate by checking the delivery photo (if one exists), the carrier's tracking record, and whether the package required a signature. If the driver marked the package as "delivered" but you never received it, Amazon will typically replace it. If the tracking shows the package is still in transit or was returned to the sender, that is a different issue.

The carrier's role matters here. If Amazon's own logistics network delivered it, Amazon handles the replacement. If UPS, FedEx, or USPS delivered it, Amazon may ask you to file a claim with that carrier first. Some carriers require you to wait 7 to 10 days before filing a claim, which can delay your replacement. Amazon sometimes skips this step and replaces the item anyway, especially for lower-value orders, but they are not required to.

Delivery photos are your evidence. Many drivers now take a photo when they leave a package. If the photo shows the package on your porch and you did not receive it, that is strong proof of theft. If no photo exists or the photo is unclear, Amazon will rely on your account of what happened. Be specific: tell them the exact date you expected it, when you discovered it missing, and whether you saw it on your porch or mailbox.

The difference between theft after delivery and loss in transit

Amazon's responsibility ends once the package is delivered to your address. If a driver leaves it on your porch and someone steals it an hour later, that is technically a theft that happened after delivery was complete. Amazon will still replace it, but they may ask you questions to rule out the possibility that you received it and are claiming it was stolen.

If a package never arrives—the tracking shows it left the warehouse but never reached your address—that is loss in transit, and the carrier is responsible. Amazon will still help you, but they may require you to file a claim with the carrier first. This process can take weeks. For high-value items, it is worth filing the carrier claim yourself rather than waiting for Amazon to do it, because you can sometimes get faster results.

The distinction matters for your timeline. A stolen package from your porch can be replaced within days. A lost package in transit may take weeks to resolve because the carrier has to investigate first. If you are in a hurry, ask Amazon directly whether they will replace it without waiting for the carrier's investigation.

What to do when you discover a package is missing

Open the Amazon app or website and go to "Your Orders." Find the missing package and select "Problem with order." Choose "Item missing from delivery" or "Package not received." Amazon will show you the tracking details and ask you to describe what happened. Be clear: say you expected it on [date], checked on [date], and found it missing. Do not say "I think it was stolen" unless you actually saw evidence of theft.

Amazon will then offer you options: a replacement, a refund, or an investigation. If you choose replacement, they will send a new item right away in most cases. If you choose investigation, they will contact the carrier and may take longer to resolve. For most people, requesting a replacement is faster. You can always return the replacement if the original package shows up later.

If Amazon asks you to file a claim with the carrier, you can do that through the carrier's website using the tracking number. UPS, FedEx, and USPS all have online claim forms. Provide the same information you gave Amazon: delivery date, the date you discovered it missing, and a description of what happened. Keep copies of everything you submit.

How to prevent theft before it happens

The easiest solution is to stop packages from sitting on your porch in the first place. When you place an order, scroll down to "Delivery preferences" and choose a safe location. Options include "Leave with neighbor," "Hold at facility," or "Require a signature." If you choose "Hold at facility," the package stays at an Amazon locker, UPS store, or carrier facility until you pick it up. This eliminates the theft risk entirely.

"Leave with neighbor" works if you have a trusted neighbor home during the day. Amazon will ask the driver to leave the package with them instead of on your porch. "Require a signature" means someone has to be home to sign for it, which is useful for expensive items but requires you to be available.

If you cannot change the delivery location after ordering, you can request it through Amazon's customer service before the package ships. Call or message them and ask them to add a delivery instruction. The earlier you do this, the more likely the driver will see it in time.

What happens if Amazon refuses to replace your package

Amazon occasionally denies replacement requests if they believe you received the package and are claiming it was stolen. This happens most often when weeks have passed since delivery, when you have a history of missing-package claims, or when the tracking shows no delivery photo and no signature requirement. If Amazon denies your request, you have options.

First, ask Amazon to reconsider. Message them again with any new information: a photo of your empty porch, a police report if you filed one, or a statement from your neighbor confirming they did not see the package. Sometimes a second request succeeds because a different representative reviews it.

Second, if the item was purchased with a credit card, you can dispute the charge with your card issuer. This is called a chargeback. Your card company will investigate and may refund you even if Amazon refused. This takes longer—usually 30 to 60 days—but it works when Amazon will not budge.

Third, if you believe the theft was part of a pattern in your neighborhood, contact your local police and file a report. Provide the dates and package descriptions. A police report number can help if you need to dispute the charge with your credit card company.

Frequently Asked Questions

How long do I have to report a stolen package to Amazon?

Amazon does not publish a hard important date, but reporting within three days of the delivery date gives you the best chance of a quick replacement. After a week, Amazon becomes more skeptical. After a month, replacement becomes unlikely. Report it as soon as you discover it missing.

Will Amazon replace my package if it was stolen from my mailbox?

Yes, if it was delivered to your mailbox and then stolen, Amazon will typically replace it. However, USPS has specific rules about mailbox theft—they may require you to file a claim with them first. Ask Amazon whether they will replace it directly or whether you need to contact USPS.

What if the delivery driver left the package in an unsafe place and it got stolen?

Amazon is still responsible. If the driver left it in a location where anyone could take it—like a hallway, a lobby, or the street—and it was stolen, that is on Amazon. Report it and request a replacement. The delivery photo, if one exists, will show where the driver left it.

Can I get a refund instead of a replacement?

Yes. When you report the missing package, Amazon will offer you a choice: replacement or refund. Choose whichever works for you. If you choose a refund, the money goes back to your original payment method within a few days.

What if I find the package after Amazon replaces it?

Keep the replacement. Amazon does not ask you to return it or pay for both items. If you want to be thorough, you can message Amazon and let them know the original package showed up, but you are not required to do anything. The replacement is yours to keep.