Package never arrived? Damaged on delivery? Stolen by porch pirates? From Amazon's A-to-Z Guarantee covering up to $2,500 to UK Royal Mail's £750 Special Delivery compensation and US carrier claims (USPS, UPS, FedEx), you have multiple paths to refunds. Plus chargebacks and insurance options when carriers fail.
Lost and damaged parcels cost consumers billions annually. Whether your package was lost in transit by the carrier, arrived damaged due to poor handling, was stolen from your doorstep by "porch pirates" (41% of Americans victimized in 2024, up from 35% in 2022), or simply never showed up despite tracking showing "delivered"—you have rights and remedies.
Your path to compensation depends on who you bought from and how it was shipped. Amazon purchases enjoy the A-to-Z Guarantee: full refunds or replacements up to $2,500 per order, filed within 90 days of the delivery date. Amazon-fulfilled orders (FBA) get near-instant resolution—Amazon eats the cost. Third-party seller orders require contacting the seller first, then escalating to Amazon's A-to-Z claim if the seller doesn't respond within 48 hours.
In the UK, carrier compensation varies dramatically: Royal Mail offers £20 for standard post, £750 for Special Delivery Guaranteed, or up to £2,500 with enhanced cover purchased at time of shipping. DPD includes £50 standard with optional coverage to £5,000. Evri compensates up to the cover amount paid, but you must file within 30 days of dispatch. All UK carriers require the sender (not recipient) to file claims.
In the US, the big three carriers have different rules: USPS won't compensate uninsured packages (except Priority Mail's $50-$100 included coverage), and you must file within 60 days. UPS reimburses the declared value on shipments, with claims processed in about 10 days. FedEx includes $100 basic liability, with 90 days to file domestic claims (21 days international). The sender must file all US carrier claims—recipients have no standing.
Beyond carrier claims, you have powerful backup options: Credit card chargebacks within 60 days of the statement date for "merchandise not received" (dispute as a billing error under the Fair Credit Billing Act). Homeowners or renters insurance covers porch pirate thefts, but most policies have $500-$1,000 deductibles—impractical for the 71% of stolen packages valued under $100. Seller refunds through platform policies (eBay, Etsy, etc.) or FTC Mail Order Rule enforcement (requires shipment within 30 days or by promised date).
Package theft jumped from 35% in 2022 to 41% in 2024, with 25% experiencing theft in the past year alone. Yet 71% of stolen packages are valued under $100—below typical homeowners insurance deductibles ($1,000 average). Solution: Always request seller refunds or file credit card chargebacks first. Only use insurance for high-value thefts where you can prove delivery then theft (security camera footage helps).
Tracking stuck at "in transit" or "out for delivery" for days/weeks. Package lost somewhere in carrier network.
Your Rights: Contact seller immediately. Amazon: File A-to-Z claim after 48h if no response. UK: Sender files carrier claim (Royal Mail 10-15 days, DPD/Evri 30 days). US: Sender files USPS/UPS/FedEx claim (60-90 day windows). If seller won't help: Credit card chargeback within 60 days as "merchandise not received." FTC Mail Order Rule: Seller must ship within 30 days or by promised date, or refund you.
Tracking shows "delivered" but package not there. Neighbor didn't receive it. Security camera footage shows theft.
Your Rights: (1) File police report (creates official record); (2) Contact seller—many will refund/replace as goodwill especially if you're repeat customer; (3) Amazon A-to-Z covers theft if delivery method selected didn't require signature; (4) Homeowners/renters insurance if value > deductible AND you have proof of delivery then theft; (5) Credit card chargeback—success rate lower for theft vs lost, but worth trying if seller refuses; (6) Small claims court against seller if high value and other options exhausted. Pro tip: Video doorbell footage showing theft significantly increases success rates with seller/insurance.
Box arrived crushed, wet, or visibly damaged. Contents broken, scratched, or unusable.
Your Rights: Document immediately: Photos of outer box damage, inner packing materials, damaged item from multiple angles. Don't discard packaging—carriers often require inspection. Amazon: File A-to-Z claim or use easy return process. UK carriers: Sender files claim with photos within timeframe (Royal Mail/DPD: reasonable time, Evri: 30 days). US carriers: Sender files within 60-90 days with photo evidence. Buyer recourse: Refuse delivery if damage obvious (carrier returns to sender), or accept then dispute with seller + chargeback if needed. Damage claims generally have higher success rates (85-95%) than lost claims because evidence is clear.
Tracking says "delivered" but not to your address. Delivery photo shows different house. GPS coordinates wrong.
Your Rights: Check with neighbors first (carrier may have left at adjacent property). Screenshot delivery photo showing wrong location. Amazon: Report as "package not received" even though tracking says delivered—A-to-Z will investigate GPS coordinates vs your address. UK carriers: Contact carrier immediately—mis-delivery is carrier error, they must locate or compensate sender (who refunds you). US carriers: Sender files mis-delivery claim (easier than lost claim because tracking proves carrier error). If seller won't help: Chargeback as "merchandise not received"—GPS evidence strengthens claim. Success rate: 90%+ with proof of wrong address.
Package is 2+ weeks late. Tracking shows minimal movement. Promised delivery date passed.
Your Rights: FTC Mail Order Rule (US): Seller must ship within 30 days (or by stated date) or offer you option to cancel for full refund. If seller misses deadline without notice, you can treat as non-delivery and demand refund. Amazon: Guaranteed delivery dates are binding—if missed, request refund even if package eventually arrives. UK Consumer Rights Act: Delivery within agreed time is part of contract; significant delays allow cancellation and refund. Credit card chargeback: 60 days from statement, but wait until it's clearly not arriving or seller admits delay will be extreme. Some carriers offer late delivery refunds to shippers (who may pass savings to you)—ask seller to file late delivery claims with carrier and share compensation.
Tracking shows "delivered" with signature or photo proof, but you never received it and photo shows wrong location or forged signature.
Your Rights: Challenge fake delivery proof: (1) Compare signature on delivery record vs your actual signature—if obviously different, carrier fraud; (2) Analyze delivery photo GPS metadata vs your address; (3) Request full delivery records from carrier (time, GPS coordinates, driver name); (4) File complaint with carrier fraud department and demand investigation; (5) Amazon: Even with delivery photo, if you report non-receipt, A-to-Z investigates—many "delivered" photos are neighbors' porches or wrong buildings; (6) Police report for suspected carrier driver theft; (7) Chargeback citing fraudulent delivery proof. High success rate if you can prove signature isn't yours or photo clearly shows wrong location.
Package arrived but was empty, contained wrong item, or was missing parts. Weight on tracking doesn't match what should have been shipped.
Your Rights: Document immediately: Video unboxing (if you do this regularly) is gold standard proof. Photos of empty box with shipping label, wrong item received, scale showing incorrect weight vs advertised weight on label. Amazon: "Arrived with missing contents" or "Wrong item" options in return process—almost always approved. eBay: Item Not as Described case, seller must accept return and refund. UK/US sellers: Consumer rights require item to match description; not matching = breach of contract, full refund required. If seller claims you're lying: Carrier weight records (at various checkpoints) can prove box was shipped underweight. Small claims court for high-value items if seller refuses refund—judge favors buyers with photo evidence. Never throw away packaging until issue resolved.
| Carrier/Platform | Standard Coverage | Max with Insurance | Claim Window |
|---|---|---|---|
| Amazon A-to-Z | Full refund/replacement (buyer files) | $2,500 per order | 90 days from delivery date (wait 48h after delivery notification) |
| Royal Mail (UK) | £20 standard | £750 (Special Delivery), £2,500 (enhanced) | Reasonable time (sender files) |
| DPD (UK) | £50 included | £5,000 optional | Reasonable time (sender files) |
| Evri (UK) | Up to cover paid | Varies by service | 30 days from dispatch (sender files) |
| USPS (US) | $0 (uninsured), $50-$100 (Priority Mail) | Up to insured amount | 60 days from mailing (sender files) |
| UPS (US) | Declared value | Full declared value | 60 days from shipment (sender files) |
| FedEx (US) | $100 basic liability | Up to insured amount | 90 days domestic, 21 days international (sender files) |
| Credit Card Chargeback | Full purchase amount | Card limit | 60 days from statement date (buyer files) |
| Homeowners Insurance | Covers theft after deductible ($500-$1,000 avg) | Policy limits | Varies (typically 30-60 days); risk premium increase |
Don't rely on one method. Use this order for maximum recovery:
Amazon's A-to-Z Guarantee covers lost, stolen, and damaged packages up to $2,500 per order. Buyers file claims (not sellers), making this the most consumer-friendly option.
Success Rate: 95%+ for Amazon-fulfilled (FBA). 85%+ for third-party if you followed seller contact requirement. Amazon heavily favors buyers—sellers can't easily dispute A-to-Z decisions.
Federal law (Fair Credit Billing Act) gives you 60 days from the statement date showing the charge to dispute billing errors, including "merchandise not received."
Success Rate: 75-85% for "merchandise not received" with tracking evidence. Lower (50-60%) for theft claims where tracking shows "delivered" (harder to prove). Debit cards have weaker protections—use credit cards for online purchases.
All major carriers require the shipper (seller/sender) to file claims, not the recipient. However, you can pressure the seller to file and share compensation.
Homeowners and renters insurance covers package theft, but deductibles ($500-$1,000 typical) make this viable only for high-value items. Risk: premium increases.
When to Use: Package value > $500 over deductible AND you have clear proof of delivery then theft (security camera). Otherwise, chargeback or seller refund is better. 41% of Americans hit by porch pirates—consider video doorbells to prevent and document.
Get an estimate of your potential compensation
Customer ordered $1,200 laptop from Amazon third-party seller. Tracking showed "delivered" but customer never received it. Filed police report, contacted seller (no response 48h), filed A-to-Z claim with police report attached. Amazon approved full $1,200 refund within 3 days. Purchased replacement from Amazon direct (FBA) for faster delivery.
Seller shipped £650 camera via Royal Mail Special Delivery Guaranteed (includes £750 cover). Package lost in transit. Seller filed claim online with proof of value (invoice), tracking number, item description. Royal Mail approved £650 payout in 12 working days. Seller refunded buyer immediately to maintain reputation, received Royal Mail payout to cover loss.
Customer ordered $420 custom furniture from Etsy seller. USPS tracking stuck at "in transit" for 3 weeks. Seller refused refund claiming "carrier issue, not my problem." Customer filed credit card chargeback as "merchandise not received," attached tracking screenshots and seller messages. Card issuer provisionally credited $420 in 7 days, made permanent after 45-day investigation when seller failed to prove delivery.
Amazon A-to-Z: 90 days from delivery date. Carriers: 30-90 days. Credit card chargebacks: 60 days from statement. Miss deadlines = forfeit claim. Report issues within 48 hours of discovering them. Time limits are strict.
Damaged packages: Photo outer box, inner packing, damaged item from multiple angles BEFORE discarding packaging. Stolen packages: Screenshot delivery photo, check neighbors, file police report same day. Lost packages: Screenshot tracking status showing stuck/no movement. Evidence collected later has less credibility.
Seller responsibility to ensure delivery. Their carrier, their insurance, their problem. Don't accept "carrier lost it, not our fault." Response: "You chose carrier, you insured it, your obligation to refund or file carrier claim and share payout. Otherwise I'm filing chargeback/A-to-Z claim." Sellers often fold when threatened with chargeback.
71% of stolen packages < $100. Average homeowners deductible: $1,000. Filing claim for $80 package means you pay $1,000 deductible for $0 recovery, PLUS risk 10-20% premium increase. Only use insurance if package value significantly exceeds deductible (e.g., $2,000 package with $1,000 deductible = $1,000 net recovery, might be worth premium risk).
Credit cards have federal chargeback protections (Fair Credit Billing Act). Debit cards have weaker protections—banks may voluntarily help but aren't legally required. Debit card fraud/dispute claims harder to win. Always use credit cards for online purchases—you get interest-free float AND chargeback rights if package issues arise.
Amazon requires you contact seller first for third-party orders and wait 48 hours for response before filing A-to-Z. If you file A-to-Z immediately without seller contact, Amazon may deny claim for not following process. Correct order: (1) Message seller requesting refund, (2) Wait 48h, (3) If no satisfactory response, file A-to-Z claim. Amazon-fulfilled (FBA) orders skip step 1—file immediately.
Carriers often require package inspection for damage claims. If you threw away outer box and packing materials, carrier may deny claim for lack of evidence. Keep everything: outer box, inner packing, damaged item, shipping labels. Take photos immediately, but retain physical items for potential inspection. Many carriers request package be held for pickup by claims adjuster. Disposal = claim denial.
From Amazon's $2,500 A-to-Z Guarantee to carrier claims and chargebacks, you have multiple paths to recovery. Use our calculator to estimate your compensation, then follow our step-by-step guides.