FAQs about orders and the COVID-19 virus

Last Updated on June 09, 2020.

We believe our role serving customers and the community during this time is a critical one, and we want to make sure our customers can get the items they need, when they need them. As COVID-19 has spread, we've recently seen an increase in people shopping online which has had an impact on how we serve our customers, but we are working with our selling partners to ensure availability of essential products, and to continue to bring on additional capacity to deliver customer orders.

For information and advice on COVID-19, please refer to the latest updates from the Ministry of Health.

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

Yes, Amazon's operations are currently continuing. However, delivery times may be longer than usual. You can find updated delivery times on the product detail page for each item, and in checkout. Do not use delivery addresses for buildings that may be closed due to the current measures (e.g. offices, schools).

For Amazon Fresh if a delivery slot is unavailable, please keep checking from time to time for the most updated delivery slot availability. The next available delivery slot will be displayed on the slot selection page during check-out.

We are working to ensure availability of products, and continuing to bring on additional capacity to deliver customer orders. We are continuing to ship all available selection in our inventory, but some products may currently take longer to ship.

2. Is it possible to reduce contact with the driver when they deliver my order?

Yes. Amazon's delivery partners have been advised to reduce contact with customers. Depending on the type of order and the carrier, this may include placing packages at the customer's doorstep and stepping back. If an ID check is required, these are now performed at a safe distance.

3. Are Pickup locations available for delivery?

Yes, we are working with location partners to ensure that where possible Pickup locations remain available. If the Pickup location you chose for delivery closes unexpectedly, you will be notified so that your package can be redirected to a home address or you can cancel your order for a refund. If your preferred location is temporarily unavailable, you can search for other available locations here.

4. Are Drop-off locations available for returning packages?

We are working with location partners to ensure that where possible drop-off locations remain available. If you have an item to return, our Returns Support Centre guides you through the process and gives you available options for a return mailing label.

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

You can track your orders and deliveries from Your Orderson Amazon.sg 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. You can also sign up to receive notifications about your order here.

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

As COVID-19 has spread, we've seen an increase in customers shopping online. This has resulted in some of our delivery times being longer than usual. We continue to hire in Singapore to enable us to provide this vital service to people everywhere, especially those like the elderly, who are most vulnerable.

7. Can I still make returns?

Yes. We are still processing returns. To start a return and learn more about returns, please visit the Returns Support Centre.

8. Is it safe to receive orders?

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

9. What is Amazon doing about price gouging?

We are working to ensure that no one artificially raises prices on basic need products during this pandemic and have since blocked or removed tens of thousands of items, in line with our Fair Pricing Policy. We actively monitor our store and remove offers that violate our policy.

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

We prioritize the safety and health of our employees. We have made more than 150 COVID-19 related process changes– from enhanced cleaning and social distancing measures to supplying personal protective gear such as masks and gloves. We’ve implemented temperature checks, disinfectant spraying, and are piloting COVID testing at many of our sites. Learn more about Amazon Singapore's COVID-19 response to ensure the safety and support of our customers, communities, and employees during this difficult time.

11. How do I make a donation to support those who are most affected by the COVID-19 crisis?

Donations can be made to the Singapore Red Cross by clicking here.