FAQs about orders and the COVID-19 virus

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

Last updated on 27 August, 2021.

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).

We're currently experiencing high-demand for items which might normally expect to receive faster delivery to customers. We are working to ensure availability of products and are continuing to ship all available selection in our inventory, but some products may currently take longer to ship.

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 demand that has resulted in some of our delivery times being longer than usual. We continue to make regular, critical updates to our logistics, transportation, supply chain, and other processes, while adhering to extensive health and safety measures to protect our associates as they pick, pack and ship products, to meet our demand and improve delivery speeds.

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 prioritise the safety and health of our employees and have invested millions of dollars globally to provide a safe workplace, which is why at the onset of the pandemic we moved quickly to make more than 150 COVID-19 related process changes worldwide – from enhanced cleaning and social distancing measures to supplying personal protective gear such as masks and gloves. We’ve implemented mandatory temperature checks, and disinfectant spraying at all of our sites. 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 while maintaining recommended social distancing.

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. For contactless collection of your package, we recommend that you scan the barcode sent to you on your email to open the locker. 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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