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FAQs about orders and the COVID-19 virus

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

Last updated on May 18, 2021

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

Yes, however, delivery times are longer than usual. Please avoid using delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).

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

Amazon's actions in Canada to help customers, communities, and employees affected by COVID-19

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.ca 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.

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

In some cases, supply chain challenges and mandatory health and safety restrictions related to the COVID-19 pandemic are affecting our shipping and delivery. However, we are committed to free shipping all year. We continue to make 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 employees to supplement our current workforce.

Can I still make returns?

Yes, we're still processing returns. To start a return and learn more about returns, please visit the Online Returns Centre.

Is it safe to receive orders?

Health Canada maintains guidance on COVID-19 prevention and risks as well as its main modes of transmission.

What is Amazon doing about price gouging?

There is no place for price gouging on Amazon. We are working to ensure that no one artificially raises prices on basic need products during a global health crisis and have blocked or removed 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.

What is Amazon doing to keep customers and employees safe?

We prioritize the safety and health of our employees and have invested $11.5 billion USD globally to provide a safe workplace, which is why at the onset of the pandemic we moved quickly to make more than 150 COVID-19 related process changes. We swiftly introduced mandatory masks and personal protective equipment in all of our fulfillment centres, sort centres and delivery stations, temperature screening, enhanced cleaning, and we staggered shifts and start times to make sure social distancing was happening. We also redeployed team members from their typical roles to act as safety ambassadors to perform critical COVID-related efforts.

Learn more about what we are doing to ensure the safety and support of our customers, communities, and employees during this difficult time on the Amazon Day 1 blog.

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.

In some cases, you can also choose a safe location where the driver can leave your package if you are not able to answer the door.

Are Amazon Pickup locations available for delivery?

Yes, we are working with location partners to ensure that where possible Amazon Hub Locker and Pickup Points remain available. If the Locker 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.

Is Amazon still delivering Large and Bulky items?

Yes. Amazon's delivery partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back. Out of an abundance of caution, we are also pausing in-home delivery and services until further notice.

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