Amazon Canada

Log in to your Amazon account, go to “Your Orders,” and select “Track package” to view the latest delivery updates.

You don't need a smartphone to get help. You can call Amazon Canada at (877) 586-3230 from any phone, 24/7. You can also use live chat or request a phone callback through amazon.ca on any computer browser. Log in, go to Help and Contact Us, and select “Something else” if your issue is not listed. Amazon has been encouraging SMS and app-based verification for returns, which can be a barrier if you do not have a mobile device. If that happens, ask the phone agent to process the return manually.

First, check around your building, with neighbors, or in any secure parcel areas. If it is still missing, go to “Your Orders” and select “Problem with order” so you can report it as not received. Amazon asks you to wait 48 hours before starting a claim, as the package may still be in transit. If it still does not arrive after 48 hours, contact customer service at (877) 586-3230 or use live chat to request a replacement or refund. Keep a note of when you reported the issue and who you spoke with.  

The $2.5 billion FTC settlement applies to U.S. customers who were enrolled in Amazon Prime through allegedly misleading sign-up flows. Most automatic refunds were issued to eligible U.S. customers between November and December 2025. Canadian customers are generally not covered by FTC actions, but if you have a U.S. Amazon account or previously subscribed through Amazon.com, you should check the FTC’s claims page. For Canadian-specific concerns about unauthorized Prime charges, contact Amazon Canada at (877) 586-3230 or use the “Manage Prime” self-service tool to review your billing history.

Yes, in some situations. Amazon's return policy now includes a damage fee (up to 50% of the item price if the item is returned in a used or damaged state), a late fee (20% of the item price if you don't drop off the return by the listed date, rising to 100% after 30 days), a restocking fee (100% for opened software or video games), and a return shipping fee for heavy/bulky items or if you select a non-free drop-off option. Most standard returns are still free. Check your return request confirmation for the specific conditions and deadline.

Report it through Amazon’s “A-to-z Guarantee” claim or by using the “Report a problem” option in Your Orders. If a third-party seller shipped the item, Amazon’s A-to-z Guarantee can cover you for a refund if the seller does not cooperate. You can open a claim within 90 days. For counterfeit goods specifically, you can also report the listing using the “Report incorrect product information” link on the product page. Amazon says it seized more than 15 million counterfeit products globally in 2025, but fakes still get through. If you believe the product poses a health or safety risk, report it to Health Canada.

Not quite. Items from Amazon Haul have a 15-day return window (vs. the standard 30 days), and they must be in new, unused, and unaltered condition. The same return fees can apply. If you're comparing prices between Haul and regular Amazon listings, factor in that shorter window when deciding where to buy.

Start by requesting a supervisor during a phone call at (877) 586-3230. If that does not resolve the issue, try the executive contacts listed on this page. Beyond Amazon, you can file a complaint with the Better Business Bureau (BBB Canada), contact your province’s consumer protection office, such as Consumer Protection BC, Service Alberta, or Ontario’s Ministry of Public and Business Service Delivery, or dispute the charge with your credit card issuer. In October 2025, a B.C. tribunal ruled in a consumer’s favor and fined Amazon $10,000 for failing to issue a refund within 15 days of a cancelled order. That decision shows provincial regulators do take action.