FAQs about orders and the COVID-19 virus

Amazon's operations continue but delivery times may be longer than usual

Last updated on 11 September, 2020.

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

Yes, customers can continue to buy any in-stock product in our store. Some delivery times are longer than usual. Please do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. workplaces).

For more information on Amazon's response to COVID-19, please visit our Day One blog here.

2. What's the status of my order and delivery? Can I change the delivery address on my order?

You can track your order from Your Orders, on Amazon.com.au 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. Find more information about your package here.

Subscribe & Save inventory and delivery may be impacted due to increased demand. Click here for details.

3. Why are some items, Prime and Non-prime, taking longer to ship?

During these challenging times, we've seen an increase in people shopping online. This increased demand has resulted in some of our delivery times being longer than usual.

4. Can I still make returns?

Yes. To start a return and learn more about returns, please visit the Returns Support Center.

5. Is it safe to receive orders?

For guidance on COVID-19, please refer to the World Health Organization website.

6. What is Amazon doing about price gouging?

We're working to ensure that no one artificially raises prices on basic need products and have blocked or removed many offers in line with our long-standing policy. We actively monitor our store and remove offers that violate our policies. For more information, please visit our Day One blog here.

7. What is Amazon doing to keep customers and employees safe?

We're 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 One blog here.

8. Is it possible to reduce contact with drivers when they deliver my orders?

Yes. Amazon's delivery partners have been advised to reduce contact with customers by placing packages at the customer's doorstep and stepping back.

9. Are Amazon Hub locations available for delivery?

Yes, we are working with location partners to ensure that wherever possible Amazon Hub Locker and Counter locations remain available. If the Locker or Counter location you chose for delivery closes unexpectedly, you will be notified so that you can cancel your order for a refund. If your preferred location is temporarily unavailable, you can search for available locations here.

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