FAQ
Amazon Air Cargo is available to customers who need to transport goods from point-to-point across our network, reliably, securely via air. From enterprise companies, to freight forwarders, to 3PLs to postal service providers, shippers can tender their cargo for delivery in as fast as 1-day.
Amazon Air Cargo takes its commitment to customers seriously and we honor the promise given for each shipment booked. When Amazon Air Cargo agrees to carry a customer shipment, that shipment has a ‘reservation’ and has priority over Amazon packages - you’ve booked it, we will fly it. When there are capacity constraints, the good news is that we have a vast logistics network that provides us the flexibility to ensure that committed Amazon Air Cargo shipments fly - no bumping.
Our rates are calculated based on several factors including the origin and destination of the shipment, the weight and dimensions of the cargo, the type of goods, and the level of urgency.
Amazon Air Cargo capacity is available to shippers in the US, EMEA and Asia; specific capabilities may vary by location. Please contact our team to learn more about services available in your region.
Most bookings made more than 3 days in advance are confirmed right away. If your shipment is within the next 3 days, your confirmation will be sent within 3 hours.
Yes, you can. Your Amazon Air Cargo business development partner will continue to support your account setup, pricing strategy, and shipment planning. The digital booking experience simply gives you more flexibility to quote, book, and track shipments whenever it’s convenient.
Yes. If your account has contracted rates, those rates will automatically appear when you request or confirm a booking online. There’s no extra setup or separate pricing process.
Online booking is currently available for shipments moving within the United States, including Puerto Rico. If you’re shipping internationally or need support with other locations, your Amazon Air Cargo representative can help explore options.
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.
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.
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.
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.
Yes. There are no seasonal or other calendar-based restrictions.
Yes. There are no seasonal or other calendar-based restrictions.
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.
To begin the MBG claim process, customers must;
- Notify Amazon Air Cargo of the service failure using the online claim form.
- Submit the claim within 15 calendar days of the delayed shipment.
No other specific documentation is required for claim submission.
Claims received after 15 calendar days of the qualifying shipment will not be eligible for the MBG refund or credit - no exceptions.
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.
Our standard refund processing timeline is 60 days from the day the claim is submitted.