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About A-to-z Guarantee

The Amazon A-to-z Guarantee protects you when you purchase items sold and fulfilled by a third-party seller. Our guarantee covers both the timely delivery and the condition of your items. If either are unsatisfactory, you can report the problem to us and our team will determine if you are eligible for a refund.

If any of the following apply, request a refund under the A-to-z Guarantee provided you first contact the seller and wait two days to give the seller an opportunity to resolve your problem:

  1. You have not received your package and three days have passed since the maximum estimated delivery date or the tracking shows a delivery confirmation, whichever is earliest.
  2. You received an order that was different than expected and submitted a request for a return.
  3. You returned your item and the seller has not yet issued you a refund.

When you’re ready, go to Request an A-to-z Guarantee Refund for instructions on how to report your problem.


  • You have up to 90 days after the maximum estimated delivery date to request a refund under the A-to-z Guarantee.
  • The A-to-z Guarantee does not cover digital items, payments for services, or stored value instruments. Additionally, if you file a chargeback with your payment provider or bank, you will not be eligible for a refund under the A-to-z Guarantee.
  • This guarantee applies only to purchases made on the Amazon.ca website from a third-party seller. If you need help with an item sold by Amazon Global Store or a Marketplace item delivered via Prime, contact us.

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