Amazon Sent Wrong Item (What To Do, Can You Keep It, Refund, Exchange + More)

Amazon is well-known for the fast shipping methods that they offer through services such as Amazon Prime shipping. Customers who place orders can receive their packages as early as the same day!

However, Amazon’s fast-paced shipping isn’t always reliable, as customers often receive the wrong item in their order. If you’ve had this problem, and are curious about what to do, keep reading to see what I learned!

What To Do If Amazon Sends the Wrong Item?

Customers who have received the wrong item from Amazon in an order they placed can contact Amazon and request a refund or replacement. Customers can either fill out a refund request on or can contact Amazon Customer Service and explain the situation. Additionally, customers may be allowed to keep the incorrect item.

If you’d like to learn more about how to request a replacement for the wrong item, why Amazon sent you the wrong product, how to return a wrong item and more, keep reading for more facts and tips!

How Do I Contact Amazon About the Wrong Item?

If customers have received the wrong item in their order or they received a package without ordering previously, they can contact Amazon about the situation using two methods.

The first method is to call Amazon customer service using their 1-800 number and report the incorrect package, which is preferred if customers have received a package despite not ordering anything.

Once customers have contacted customer service and explained the situation, they will be offered a refund or replacement if they received the incorrect product in their order.

However, if they received a package and didn’t order anything, Amazon will request the information on the order slip and may require the recipient to either return the item or prepare it for pick-up by a delivery driver.

The second method for receiving the wrong item is to fill out a refund and replacement request on In order to fill out this request, customers must do the following:

  1. Log in to your Amazon account and go to the Your Orders page.
  2. Locate the order that you placed and select “Return or replace items,” which is listed on the right-hand side of your computer screen.
  3. From the “Reason for replacement” drop-down menu, select “wrong item was sent.”
  4. Print the return label provided and prepare the incorrect item for shipping.

While filling out the online form is the simplest method for dealing with the wrong package being delivered, this method will automatically require customers to return the wrong item sent.

However, when going through a customer service agent, Amazon will generally recommend that the customer keep the wrong item as a gift for the inconvenience.

Therefore, if customers do wish to keep the item they received, it’s recommended that they ask a live customer service agent for assistance so that they can both receive their correct order and keep the wrong item.

Can I Keep the Wrong Item Delivered by Amazon?

Can I Keep the Wrong Item Delivered by Amazon?

According to the FTC (Federal Trade Commission), if Amazon sends customers an item they did not order, it is theirs to keep. However, Amazon’s online form will usually ask the customer to return the item they received.

Therefore, being able to keep the wrong item will depend on the channel customers go through to request their correct package. If customers use the online form, they may be required to return the wrong item.

However, if customers go through a live customer service agent, it’s more likely that they will insist on the customer keeping the item for the inconvenience.

Does Amazon Offer a Refund or Exchange if They Send the Wrong Item?

When customers report their incorrect order, Amazon will offer a refund or send a replacement for the item, depending on what an individual customer prefers.

Customers will receive their refund within 3-5 days from the day the request is approved, and Amazon will offer a new tracking number for the package they are sending as a replacement.

Why Did Amazon Send Me The Wrong Package?

If customers have received an incorrect package, there are a couple of reasons why the mistake was made.

A common reason is that the fulfillment center had packages for similar names or addresses and, therefore, accidentally placed each item in the wrong area.

However, if customers have received a package even though they didn’t order anything, this is usually caused by the delivery driver misreading the shipping label.

How Do I Return the Wrong Item Shipped From Amazon?

If customers wish to return the wrong item sent to them, they can do so by filling out a refund and replacement request on Once the form is filled out, customers will be provided with a printable return label.

After printing out the return label, customers are asked to repackage the item in its original box, and Amazon will either ask the customer to return it or arrange to have a delivery driver pick it up.

If customers return the item themselves, Amazon will refund the postage cost and Import Fees Deposit after the refund and replacement form has been fully processed.

Is It Easy to Return a Wrong Item From Amazon?

Amazon’s process for returning the wrong item is very simple, as long as customers accurately fill out the refund and replacement form and return the item within the time stated on the replacement form.

However, some customers have run into issues when attempting to return the wrong item sent, by Amazon not receiving the returned package and charging their account for the item.

Therefore, customers are advised to request a tracking number from their local post office when they return the wrong package to ensure it reaches Amazon’s fulfillment center.

To know more, you can also see our related posts on what to do if Amazon delivered to the wrong address, if you received an Amazon empty package, and if Amazon refunds without return.

Photo of author

Marques Thomas

Marques Thomas graduated with a MBA in 2011. Since then, Marques has worked in the retail and consumer service industry as a manager, advisor, and marketer. Marques is also the head writer and founder of

Leave a Comment