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A-to-z Guarantee Protection
Frequently Asked Questions

Amazon.ca A-to-z Guarantee Basics

Filing a Claim

Problems with A-to-z claims



What is the Amazon.ca A-to-z Guarantee?

We want you to buy with confidence anytime you purchase products on the Amazon.ca website. That's why we guarantee purchases from Amazon.ca Marketplace sellers when payment is made via the Amazon.ca website. The condition of the item you buy and its timely delivery are guaranteed under the Amazon A-to-z Guarantee.

After you have read carefully through the following important guidelines, click below to submit your claim.

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When can I file an Amazon.ca A-to-z Guarantee claim?

You can file an Amazon.ca A-to-z Guarantee claim if you purchased physical goods from an Amazon.ca Marketplace seller on the Amazon.ca website. See Exclusions from coverage below for a list of items that are not covered by the A-to-z Guarantee.

One of the three conditions below must also apply:

  • You made payment to the seller through the Amazon.ca website, but the seller failed to deliver the item by 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner; or

  • You received the item, but the item was defective, damaged, or not the item depicted in the seller's description; or

  • You have returned the item to the seller per an agreement between the buyer and seller and the seller has not provided the agreed reimbursement after receiving the item.

You must first contact the seller through Your Account before filing a claim. From the order details, click "Problem with this order?" and "Contact your Seller." Please allow two business days to give your seller a chance to address the issue. You can submit a Guarantee claim if the seller does not respond or if the issue is not addressed to your satisfaction.

What are the requirements of the Amazon.ca A-to-z Guarantee?

Purchase Method:
  • The item must be purchased from a third-party seller on the Amazon.ca website (that is, a seller other than Amazon.ca itself).
Timeframe for Claims:
  • You must wait 3 calendar days past the maximum estimated delivery date for an order or 30 days from the order date, whichever is sooner. For example, an order sent using the standard shipping option would become eligible for a claim 21 calendar days after the ship date (14 business days + 3 calendar days). From that point, you have 60 days to submit a claim.

  • If you have received an item that's defective or is materially different than shown on Amazon.ca product page, you must contact the seller within fourteen (14) days of receipt to request return information.
Warranty Coverage:
  • If your item becomes defective more than 30 days past the shipment date and it is under warranty, you must contact the manufacturer for repair or replacement.
Claim Limits:
  • Buyers are limited to a lifetime maximum of fifty claims for purchases from Amazon.ca Marketplace sellers. Withdrawn claims do not count towards this maximum.
Exclusions from coverage:
  • The following items are not covered by the Amazon A-to-z Guarantee: payments for services, digital merchandise, cash equivalent instruments (including retail gift certificates), and prohibited items.

  • If you paid by credit card, and the issuing bank has initiated a chargeback, you are not eligible for coverage under the Amazon A-to-z Guarantee.

  • If you don't use a trackable method to return or if you refuse the shipment as a method of return, we may not be able to cover you under the A-to-z Guarantee.

How much coverage will I receive?

Buyers who pay for purchases from Amazon.ca Marketplace sellers are eligible to receive up to CDN$2,500 of the purchase price, including shipping charges.

What does it cost?

Buyers are covered at no cost. We're committed to creating a safe buying experience on the Amazon.ca website. If you have additional questions about the A-to-z Guarantee, please contact us.

How do I file a claim?

You can easily submit a claim by viewing the specific order details through Your Account. From Your Account, click the yellow Orders button. From here you can either click the "File a claim" button, or Click click "View order" to view the order details, and then click "Problem with this order?" from the order details page to file your claim.

When do I use the "I returned my order" reason while filing an A-to-z Guarantee claim?

If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, the seller should be willing to offer a refund or exchange per the terms of the seller's return policy. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.

When submitting your claim, please provide further details about the desired resolution by choosing one of these options:

  • Received no refund: You returned the item, but did not receive a refund from the seller.
  • Received no replacements: The seller promised a replacement, but you did not receive a replacement.
  • Received insufficient credit: The seller issued you a refund, but it's less than what you expected.
  • Ordered wrong items: You returned an item you ordered by mistake.

When do I use the "I did not receive my item or received them late" reason while filing an A-to-z Guarantee claim?

If the estimated delivery date noted on your order detail page has passed and you have still not received the product(s) you ordered, you can file a claim citing the reason "I did not receive my item or received them late."

You can also choose the desired resolution:

  • Received item late and would like to return: The item arrived after the estimated delivery date, and you would like to return the item to the seller rather than keep it.
  • Did not receive full order or part of the order: Some or all items in the order have not been delivered to you yet.
  • Received items late and would like to have shipping credit: The item arrived beyond the estimated delivery date, but you would keep it if the seller were to issue you a refund for your shipping costs.

When do I use the "Order contained damaged/defective/incorrect items" reason while filing an A-to-z Guarantee claim?

If a seller has clearly misrepresented the condition or details of an item in a way that affects its value or utility, it is "materially different" and that seller should be willing to offer a refund or exchange within 30 days of shipment. If the seller does not accept the return of an item that is made in accordance with the seller's return policy, you may qualify for coverage under our A-to-z Guarantee. Please visit our Return Help pages for more information regarding returns.

Items are considered "damaged/defective or incorrect" in these circumstances:

  • Wrong version or edition: You received the item ordered, but it's a different version or edition than what was displayed on product page.
  • Item condition or details not as described: You received the item ordered, but it was a different condition (e.g., used or refurbished instead of new) or had an important detail that was not explained on product page.
  • Item was completely different from what was ordered: Seller mistakenly sent completely incorrect item. (e.g., Audio CD instead of DVD)
  • Missing parts or components: The item is missing parts or components. (e.g., Camera kit was supposed to include a tripod, but it was not received.)
  • Item defective during first use: When you first tried to use the product, it did not work (e.g., television did not turn on).
  • Item defective after first use: The product did not work or was broken on second or subsequent use.
  • Damaged item: The item delivered was visibly damaged (e.g. Plastic storage you ordered had chipped pieces).

When submitting an A-to-z Guarantee claim with the reason "order contained damaged/defective/incorrect items," you will need to select one of the reasons above and provide comments explaining what happened.

Note: This does not extend to cases where you are simply disappointed with an item. We will ultimately determine material difference at our discretion.

What happens after submitting a claim?

You can track the progress of your claim by viewing the order in Your Account. From the order details, click "Problem with this order?" to see the status of your claim.

After submitting your claim, you may be eligible to receive an instant Amazon.ca Gift Certificate. If you decide to select the instant credit, the credit will automatically be applied to your account as a gift certificate balance. Learn more about using your Amazon.ca Gift Certificate.

Whether you receive the instant Amazon.ca Gift Certificate or not, we appreciate your patience and cooperation during the processing period, as we may contact you for additional information. We may also attempt to contact the seller to encourage him or her to work directly with you to resolve the problem.

How do I view my claim status online?

You can track the status of this claim by following these steps:

  1. View the Order Summary in Your Account (http://www.amazon.ca/your-account).
  2. On the order summary page, click "Problem with this order?" On the resulting page, you'll see the status of your claim.

How do I cancel a pending claim?

You can withdraw your claim by following these steps:

  1. View the Order Summary in "Your Account" (http://www.amazon.ca/your-account)
  2. On the order summary page, click "Problem with this order?"
  3. Click "Withdraw claim"
  4. Follow the prompts to explain withdrawal, and click "Withdraw claim" to complete request.

or simply reply to our initial claim confirmation e-mail. Sellers will need to contact the buyers and encourage them to write to us in order to revoke or cancel a pending claim. If a resolution has been reached after a claim check has been sent, please return the check to:

Amazon.ca Billing Department
Attn: A-to-z Guarantee
P.O. Box 80463
Seattle, WA 98108-0463
U.S.A.

How do I accept the instant Amazon.ca Gift Certificate if I didn't when I filed my claim?

You can accept the instant Amazon.ca Gift Certificate on an eligible A-to-z Guarantee claim any time before the claim is resolved by following these steps:

  1. View the Order Summary in "Your Account" (http://www.amazon.ca/your-account)
  2. On the order summary page, click "Problem with this order?"
  3. Click "show more" next to "You are eligible for instant Amazon.ca Gift Certificate."
  4. Click "Yes, I want Amazon credit"

I submitted an A-to-z Guarantee claim which was resolved in my favour, and later I received the lost or correct item. What do I do?

All payment for Amazon.ca orders must be made through Amazon, the only accepted payment method for purchases from Amazon.ca Marketplace sellers. If you receive the item after a claim is resolved, contact us to request that we recharge the credit card for the order.

Why was my claim denied?

The common reasons for a claim being denied include:

  • The item received was the same as described by the seller.
  • The item was received and the seller provided verification of delivery.
  • The buyer failed to respond to a request for further information.
  • The claim was filed due to buyer remorse rather than an actual issue with the item.
  • The buyer filed a chargeback with their payment processor or bank.
  • The buyer was unwilling to return the item to the seller.

If you wish to make an appeal, you can by following these steps:

  1. View the Order Summary in "Your Account" (http://www.amazon.ca/your-account)
  2. On the order summary page, click "Problem with this order?"
  3. Click "Appeal decision"
  4. Follow the prompts to explain your reason of appeal, and click "Appeal decision" to complete request.
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