Amazon Customer Service Contacts

Amazon’s privacy notice was last updated December 31, 2025. It covers how Amazon and its affiliates collect and use your personal information, name, address, payment details, browsing history, and device data, across its sites, apps, stores, and devices. Amazon says it doesn’t sell your personal information, though it may share it with service providers or hand it over when legally required. If you’re in California or certain other states, you’ve got additional rights under state privacy laws.

Amazon’s return policy gives you 30 days from delivery to return most items in their original condition for a refund or exchange, and free drop-off returns are available at a lot of locations. You can’t return final sale items, digital purchases, gift cards, Amazon Pharmacy products, or anything hazardous. Third-party seller returns follow each seller’s own policy, but Amazon’s A-to-Z Guarantee steps in if a seller won’t resolve a dispute within two business days. Once Amazon gets your return, refunds can take up to 30 days to process.

Amazon’s conditions of use were last updated May 30, 2025. They give you a limited, personal license to use Amazon’s services — nothing commercial. You’re responsible for keeping your account information accurate and your login secure. Amazon can refuse service or close your account at its discretion. When you post a review or other content, you’re giving Amazon a broad license to use and display it. Most disputes go to binding individual arbitration under the Federal Arbitration Act, and class actions are generally off the table. Amazon can update the terms at any time, and continuing to use the service counts as acceptance.

Visit Amazon’s track your order page.

Visit Amazon’s return and refunds page.

Visit Amazon’s subscriptions page.

Go to Amazon’s payment options page.

Visit Amazon’s help and customer service page.

In September 2025, Amazon reached a $2.5 billion settlement with the Federal Trade Commission (FTC) over allegations that it enrolled consumers in Prime without clear consent and made cancellation deliberately difficult. Automatic refunds of up to $51 were sent to eligible customers by December 24, 2025; consumers who did not receive an automatic payment and believe they qualify can file a claim through the official settlement website at subscriptionmembershipsettlement.com.  Eligible filers will have 180 days from their notice date to submit a claim; notices were sent by email or postcard by late January 2026. Amazon did not admit wrongdoing as part of the settlement. If you did not receive a notice and believe you qualify, you can still submit a claim directly at the settlement site.

No. The FTC put out a formal alert in July 2025 about this exact scam. Fraudsters send texts impersonating Amazon, claiming a “routine quality inspection” found a problem with your order and offering a refund if you click a link. The link goes to a fake site that’s after your banking information. Amazon won’t contact you out of the blue by text and ask you to click something to get a refund. Don’t click, don’t reply, and report it to the FTC at ReportFraud.ftc.gov. If you think you genuinely have a refund coming, log straight into amazon.com and check your orders.

Yes, it can. Accounts with high return rates have been closed, according to widely reported consumer cases, though Amazon hasn’t confirmed a specific threshold. A full ban can mean losing your gift card balance and the unused portion of your Prime membership. Amazon’s conditions of use give it the right to terminate accounts at its discretion.

If you get a warning about your return activity, respond in writing, explain that your returns were legitimate, and keep everything documented. Some bans have been reversed after escalation. If you’re hitting a wall with regular customer service, the executive contacts on this page are your next step.

It’s called a brushing scam. The FTC warned about this in January 2025. Sellers, usually ones pushing counterfeit or low-quality products, send packages to real addresses and then post fake reviews in your name to inflate their ratings. You’re legally allowed to keep anything you receive that you didn’t order and didn’t pay for. Change your passwords on any shopping accounts, check your credit at AnnualCreditReport.com in case your information was compromised, report it to Amazon so they can go after the seller, and file a report with the FTC at ReportFraud.ftc.gov. Don’t contact the sender.

Wait 48 hours first. Amazon sometimes marks packages as delivered before they physically arrive, and drivers occasionally leave packages in unexpected spots like a back porch or with a neighbor. If the package does not show up after 48 hours, go to your orders, select the affected order, click “problem with order,” and choose “package didn’t arrive” to report the issue; Amazon typically offers a replacement or refund within 24 to 48 hours for packages it fulfilled directly. For orders fulfilled by a third-party seller, contact the seller first and give them 48 hours to respond before filing an A-to-Z Guarantee claim through the same “problem with order” flow. Keep any delivery photo Amazon’s driver may have taken. It can help confirm where the package was left and support your claim if it appears to have been stolen.

Go to your orders, select the item, click “Problem with order,” and choose the option for an item that isn’t authentic. Amazon’s A-to-Z Guarantee covers third-party purchases and you’re entitled to a full refund if what you received doesn’t match what was listed. You can also report it through the Amazon customer service help center or to the FTC at ReportFraud.ftc.gov. If Amazon denies your refund request and the A-to-Z Guarantee doesn’t sort it out, use the executive contacts on this page.