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Amazon Air Cargo
Money-back Guarantee

Ship with confidence with the Amazon Air Cargo Money-back Guarantee. *

Shipping with Amazon Air Cargo just got even better – we guarantee it! As a new Amazon Air Cargo customer, you’ll enjoy the peace of mind with our money-back guarantee for shipping charges up to $10,000 per flight if your shipment on any flight within the United States arrives more than two hours late due to our service failure. While some non-controllable circumstances like weather delays, security inspections, or other factors outside Amazon’s control are not covered, this guarantee offers valuable protection for your time-sensitive shipments. No special service tier required and no additional fees…just our commitment to making your shipping experience less stressful and more reliable. Getting started is easy - just book your shipments through our Supply Chain by Amazon console and you are automatically covered for your first full year with us. Simply submit an online claim within 15 days of your delayed shipment and we will process your refund or credit. Straightforward protection for your important deliveries across the United States, including Puerto Rico.

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ELIGIBILITY AND REQUIREMENTS

Customer Eligibility

  • New customers only
  • Valid for 12 months starting from first shipment

Shipment Requirements

  • Blocked Space shipments only – Charter bookings are ineligible
  • Must book through Supply Chain by Amazon console
  • Amazon Air Cargo US and Puerto Rico network flights only
  • Shipments with unpermitted dangerous goods and prohibited items are ineligible

* For new customers only, if your shipment does not arrive within two hours of its schedule time due to our service failure, you can receive a full credit or refund of your shipping charges up to $10,000 per flight. Other restrictions apply – click here for details.


FAQs
Does Amazon Air Cargo really have a money-back guarantee?

Yes! Amazon Air Cargo offers a money-back guarantee (MBG) for new customers. If a shipment arrives more than two hours after its scheduled time due to a service failure within Amazon’s control, Amazon Air Cargo will refund or credit the shipping charges, up to $10,000.
What is the Money-Back Guarantee? Is there a maximum refund amount?

The MBG promises a refund or credit of shipping charges if an eligible shipment is delayed by more than two hours due to Amazon’s service failure. The maximum refund or credit per shipment is $10,000, regardless of the number of packages in that shipment. Other restrictions apply – click here for details.
Which customers are eligible for the guarantee?

New Amazon Air Cargo customers (i.e. customers who have not previously shipped with Amazon Air Cargo) who book shipments through the Amazon Supply Chain Services console. Eligibility begins on the date of the first shipment and continues for 12 months from that date.
Which shipments are eligible for the guarantee? Is it restricted to certain tier of service?

No special service tier is required. The guarantee applies when an eligible shipment is not available for pickup within two hours of its scheduled time as a result of a service failure on Amazon’s part. Also, eligible shipments must; (1) be on scheduled ACAR network flights (Charter flights are excluded),(2) have both origin and destination airports within the United States (including Puerto Rico), (3) and booked through the Supply Chain by Amazon console. The guarantee does not apply if the delay is caused by factors outside Amazon’s control. This includes;

  • Shipments requiring ground transportation between airports/gateways
  • Situations where the cargo is not properly marked, labeled, or documented in compliance with the Amazon Air Cargo Terms of Service and Amazon Air Cargo Shipper’s Guide
  • Delays resulting from actions by TSA, CBP, USDA, airport authorities, or other government agencies; and flight delays, diversions, or cancellations due to weather, air traffic control, or mechanical issues. It also excludes disruptions to air or ground networks, such as airspace closures or airport congestion, as well as events of Force Majeure like natural disasters, labor disturbances, or health crises.
Does the guarantee apply to shipments that require special handling or temperature control?

Yes. There are no seasonal or other calendar-based restrictions.
Does the guarantee apply during peak seasons (like holidays)?

Yes. There are no seasonal or other calendar-based restrictions.
Do weekends and holidays count toward the delivery commitment timeframe?

Yes. The commitment is based on the scheduled arrival time in calendar days, not business days. If the shipment is not available for pickup within two hours of scheduled time on the promised calendar date (regardless of weekends or holidays), it could qualify for a claim for refund or credit.
What is the process if I need to submit a claim for a refund? What documentation do I need to submit with my claim?

To begin the MBG claim process, customers must;

  1. Notify Amazon Air Cargo of the service failure using the online claim form.
  2. Submit the claim within 15 calendar days of the delayed shipment.

No other specific documentation is required for claim submission.
What happens if I submit my claim after the 15-day window?

Claims received after 15 calendar days of the qualifying shipment will not be eligible for the MBG refund or credit - no exceptions.
How can I track the status of my refund claim?

Customers can track the status of their refund claim directly in the “Claim Console” available on the Amazon Supply Chain Services portal. Once their claim is submitted, updates on review status and resolution will be available in the account dashboard under the “Claims” section of the console. Our standard refund processing timeline is 60 days from the day the claim is submitted.
How long does it typically take to receive my refund once the claim is approved?

Our standard refund processing timeline is 60 days from the day the claim is submitted.