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FAQs about Orders and Deliveries and the COVID-19 virus

Amazon's operations continue but delivery times may be longer than usual.

Last updated on September 28, 2020.

1. Can I place an order? Will Amazon deliver the package?

Yes, however, delivery times may be longer than usual. You can find updated delivery times on the product detail page for each item, and in checkout. Do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).

Your can learn more about Amazon's actions to help customers, communities, and employees affected by COVID-19 on our blog here:

Amazon's response to COVID-19 on the Amazon Day 1 blog

2. What's the status of my order and delivery? Can I change the address on my order?

You can track your order and deliveries from Your Orders on Amazon.com or the Amazon Mobile Shopping app. You can change the delivery address for an order until it ships. Once your order has shipped, you can find tracking information in your order details. If an order includes multiple items, each may have separate delivery dates and tracking information. You can also sign up to receive notification about your order here.

3. Why are some, Prime and Non-prime, items taking longer to ship?

We are committed to fast and free shipping all year, including on millions of items available for One-Day and Same-Day Delivery. We continue to make regular, critical updates to our logistics, transportation, supply chain, and other processes, while adhering to extensive health and safety measures to protect our associates as they pick, pack and ship products, to meet our demand and improve delivery speeds. We’ve also added capacity in our network and hired 175,000 new employees and announced plans to hire 100,000 more full- and part-time employees.

4. Can I still make returns?

Yes. We are still processing returns. To start a return and learn more about returns, please visit Online Returns Center.

5. Is it safe to receive orders?

For guidance on Coronavirus, please refer to the World Health Organization website.

6. What is Amazon doing about price gouging?

We are working to ensure that no one artificially raises prices on basic need products during this pandemic and have blocked or removed tens of thousands of items, in line with our long-standing policy. We actively monitor our store and remove offers that violate our policy.

You can submit a pricing concern to us by clicking Report incorrect product information on the product detail page, then select Other product details, then Price issue. While we are not able to respond directly to all reports, we appreciate your feedback.

7. What is Amazon doing to keep customers and employees safe?

We continue to closely monitor the impact of COVID-19. In addition to the thousands who are affected by the illness, thousands more are indirectly dealing with changes in their work, school, and community environments. Learn more about what we're doing to ensure the safety and support of our customers, communities, and employees during this difficult time on the Amazon Day 1 blog here.

8. Do you have any more Prime Now & Fresh delivery availability?

We continue to see a high demands for Prime Now and Amazon Fresh and are working hard to increase delivery availability.

9. Is it possible to reduce contact with drivers when they deliver my orders?

Yes. Amazon's delivery partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back. If an ID check is required, these are now performed at a distance.

You can also choose a safe location where the driver can leave your package if you are not able to answer the door. To provide delivery instructions, please go to Your Address Book and select "Add delivery instructions" for the address you want to update.

10. Are Amazon Pickup locations available for delivery?

Yes, we are working with location partners to ensure that where possible Amazon Hub Locker, Counter, and Locker+ locations remain available. If the Locker, Counter, or Locker+ location you chose for delivery closes unexpectedly, you will be notified so that your parcel can be redirected to a home address or you can cancel your order for a refund. If your preferred location is temporarily unavailable, you can search for available locations here.

11. Is Amazon still delivering Large and Bulky items?

Yes, we have resumed in-home delivery and services. We are following recommended guidelines when we visit your home so we can keep everyone safe. To learn more about what we are doing, visit Home Services here.

12. How can I help those impacted by COVID-19?

Some of the ways you can help include donating to Feeding America, the American Red Cross, and Save the Children. Or, just ask: "Alexa, make a donation to Feeding America COVID-19 Response."

13. Why do I have to sign up to shop Amazon Fresh or Whole Foods Market on Amazon?

Health and safety is our top priority. Due to unprecedented demand and increased safety measures in our fulfillment centers and stores, we are temporarily asking new Amazon Fresh and Whole Foods Market customers to sign up for an invitation to use online grocery delivery and pickup. As we increase capacity for delivery and pickup, we will invite more customers to shop. For those who are able shop in person safely, we invite you to shop your local Whole Foods Market store. Customers 60 years old or older can shop one hour before the store opens to the general public.

Learn more at amazon.com/grocery.

14. Can healthcare or business customers buy supplies to help its workplace?

Amazon Business has two stores to help healthcare or government workers or everyday businesses order supplies to control the spread of Covid-19.

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