Worry Free Delivery

1. Is Worry-Free Purchase Necessary?

Worry-Free Purchase is an optional extra that helps protect your order in case it gets lost, stolen, or damaged during shipping. You’re welcome to remove it from your cart at checkout if you decide you don’t need it.

2.Can I Cancel My Worry-Free Purchase Protection If It Was Added by Mistake?

Yes, if Worry-Free Purchase protection was inadvertently included in your order, you may request a cancellation within a limited time window.

Important Purchase Rules:

  • Must be purchased at checkout - Cannot be added after shipment.
  • Effective at the time of shipment, premiums are non-refundable after the effective date.
  • Cancellation only before shipment

3.What Should I Do If My Package Is Lost, Damaged, or Delayed?

If you need to file a claim, please checking the mailbox you used to place the order and look for a policy email from Seel. This email contains your policy ID and the covered items. Click on the "Report an issue" button in the email to access your claims center, then follow the instructions based on the specific issue you encountered. If you are unable to open the link in the email, you can also visit https://resolution.seel.com, enter your email and order number or policy ID, and follow the instructions based on your specific issue.

Make sure to report your issue within the following windows:

 Issue Type Reporting Deadline
Loss (package not delivered per carrier) Within 90 days of order date
Damage or theft (package marked "delivered") Within 7 days of the "delivered" status update
All other issues Within 90 days of order date

What's Not Covered

  • Intentional acts, fraud, or criminal acts by delivery staff or users
  • Refusal or failure to sign for a delivery
  • Issues based on false or fabricated tracking information
  • Delays or losses caused by war, armed conflict, strikes, riots, or terrorism
  • Delays or losses caused by natural disasters (earthquakes, floods, typhoons, etc.)

For any claim-related inquiries, consumers may contact us at: support@seel.com

4.What Supporting Documents Are Required to Submit a Claim?

To ensure a smooth and fair claims process, certain types of claims require specific supporting documentation. Please refer to the information below to understand what is needed for each claim type.

*Claims for Damaged Items

If your item(s) were damaged during transit, we require documentation to help us assess the extent and cause of the damage. Please provide the following:
  • Clear photos of the outer shipping box and the internal product packaging
  • Clear photos showing the damage to the item(s)

Please note: Cosmetic damage to packaging that does not affect the usability of the item(s), or defects that existed prior to shipping, are not covered.

The compensation amount for damage claims may be up to 100% of the item’s purchase value, depending on the impact of the damage on the product’s function.

*Claims for Lost Packages

Loss claims fall into two scenarios:
a. Shipment marked as “Lost” or not delivered within 30 days (domestic) No additional documents are required. Your claim will be automatically validated based on carrier tracking data.
b. Shipment marked as “Delivered” but not received Please check with neighbors or your local delivery hub first. If the package is still missing, we may request one of the following supporting documents:
  • Police report
  • Security camera footage
  • Official letter from the carrier
  • Statement from a property manager, leasing office, or other relevant authority

5.Is There A Time Limit For Reporting Issues?

To ensure timely support and eligibility for coverage, please adhere to the following reporting timelines:
Lost Packages (Undelivered):
• For domestic shipments, issues can be reported no earlier than 30 days after the shipment date.
• For international shipments, reporting is allowed after 60 days from the shipment date.
Damaged Items:
• Must be reported within 7 days from the date of delivery.
Delayed Packages:
• A package is considered delayed if it hasn't arrived within 10 days of order fulfillment for domestic orders, or 30 days for international orders. Compensation for delays is $5 USD (or the equivalent in your transaction currency— for example, €5 for euro-denominated orders). The exact amount may vary by merchant.
Stolen Packages (After Delivery):
• Must be reported within 7 days from the date of delivery.

6.When Will I Receive My Worry-Free Purchase Payout?

Once your claim has been reviewed and approved, you'll be prompted to select your preferred payout method. Estimated processing times for each method are as follows:

Bank Transfer: Funds will typically arrive within 1–3 business days after claim approval.

PayPal: Funds are usually transferred within 24h-48h after approval.