New Customer
Money-back Guarantee Terms

Amazon Air Cargo offers an on-time arrival money-back guarantee (MBG) for new customers.If your shipment does not arrive within two hours of its scheduled time due to our service failure, Amazon Air Cargo will refund (or, if you prefer, credit) the shipping charges you paid for the affected shipment, up to $10,000 and subject to the following terms and conditions.

New Customers. The MBG is a limited-time promotion available only to new customers who book through the Amazon Supply Chain Services console, beginning on the date of their first shipment with Amazon Air Cargo and expiring 12 months after that date.

Eligible Shipments.The MBG applies only to shipments on Amazon Air Cargo network flights where both the drop-off point and pick-up point are airports within the United States, to include Puerto Rico.Shipments on charter flights or shipments for which Amazon Air Cargo provides ground transportation are not eligible.

Service Failures.The MBG applies when an eligible shipment is not available for pick up within two hours after the scheduled time, due to circumstances within the reasonable control of Amazon Air Cargo.For example, a delay caused by any of the following is not an MBG-qualifying service failure: (a) you (or your agent/consignee) fail to timely deliver the cargo properly marked and labeled, with all required documentation, free of unpermitted dangerous goods and other prohibited items, in proper tender condition, and otherwise in full compliance with the Terms of Service and Shipper’s Guide (b) TSA, CBP, USDA, airport authorities, or other government officials, or associated security, inspection, or clearance processes, (c) flight delays, diversions, or cancellations due to air traffic control, weather, or mechanical problems, (d) disruptions to air or ground transportation networks, such as airspace closure, airport congestion, or ATC delay, or (e) events of Force Majeure, such as natural disaster, labor disturbance, or health crisis.

Claims Process.To qualify for the MBG due to a service failure, you must notify us of the service failure using our online claim form and request a credit or refund of the applicable shipping charges according to the following process.Your claims must be received within 15 calendar days of the qualifying shipment.Partial payment of an invoice (even if you specify that it is related to late delivery) is not considered notice of an MBG claim.

Credit or Refund.If at the time your MBG claim is approved, you have not yet paid shipping charges for the delayed shipment, Amazon Air Cargo will issue an invoice credit for the applicable charges.If you have already paid the shipping charges, Amazon Air Cargo will issue a refund for the charges, unless you prefer an invoice credit against future charges.In either case, the maximum credit or refund available on a shipment is $10,000.For shipments with multiple packages, the $10,000 maximum applies collectively to all packages included in the shipment, not individually to each package.The MBG will be issued only to you as the invoiced customer; it may not be transferred to or otherwise used by any third party.

Additional Terms.Amazon Air Cargo reserves the right to modify, suspend, or terminate the MBG promotion at any time.The MBG is your exclusive remedy for recovery of your shipping charges in the event of a service failure, except as may be otherwise specified in Amazon Air Cargo’s Terms of Service and/or the Air Transportation Agreement you signed with Amazon Air Cargo.Amazon Air Cargo is not an air carrier; all flights are operated by our air carrier partners.

Last Updated: 22OCT25