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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 March 26, 2020

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

Yes, Amazon is working hard to maintain a selection of priority items and deliver them to Canadians. In some cases, due to high demand, delivery times may be longer than usual. Please avoid using delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).

We are working with our selling partners to temporarily prioritize household staples, medical supplies and other high demand products coming into our fulfillment centres so we can more quickly receive, restock and ship these products to customers. Our teams are working around the clock to ensure availability of these products, and continue to bring on additional capacity to deliver customer orders. We are continuing to ship all available selection in our inventory. Please see our recent press release for more information:

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?

As COVID-19 has spread, we have seen an increase in people shopping online. To serve our customers while also helping to ensure the safety of our associates, we have changed our logistics, transportation, supply chain, purchasing, and third-party seller processes to prioritize stocking and delivering items that are a higher priority for our customers.

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?

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

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.

What is Amazon doing to keep customers and employees safe?

We are closely monitoring 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 are doing to ensure the safety and support of our customers, communities, and employees during this difficult time on the Amazon Day 1 blog.

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