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A-to-z Guarantee

The A-to-z Guarantee protects you when you buy items sold and fulfilled by a third-party seller. It covers both the timely delivery and condition of your items. If you're not happy with either, you can make a claim. Our team will decide if you're eligible for a refund.

Before requesting an A-to-z Guarantee refund, contact the seller and wait for 48 hours for a response.

If the seller doesn't resolve your problem, you can request an A-to-z Guarantee refund in the following cases:

  • Your item hasn't arrived three days after the latest estimated delivery date.
  • Your item hasn't arrived, but tracking says it was delivered.
  • The item you received wasn't what you expected and you've asked the seller for a return.
  • You returned an item and the seller hasn't given you a refund.

For information on how to request an A-to-z Guarantee refund, see Request an A-to-z Guarantee Refund.


  • You have 90 days after the maximum estimated delivery date to request an A-to-z Guarantee refund.
  • This guarantee doesn't cover digital items, services, or stored value instruments.
  • If you file a chargeback with your payment provider or bank, you can't request an A-to-z Guarantee refund.
  • The A-to-z Guarantee only applies when you buy items sold and fulfilled by a third-party seller. For Marketplace items delivered using Prime, contact us.

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