Worry-Free Delivery Protection and Claims Guide

If you purchased Seel Worry-Free Delivery with your order, you can submit a claim through the Seel Resolution Center for eligible shipping issues, including packages lost in transit, items damaged during shipping, packages marked as delivered but not received, and delivery delays.

This guide explains how to identify your issue, prepare supporting documents, and track your claim. Your order's protection details and Seel's review determine the applicable coverage, reporting deadlines, and compensation.

https://resolve.seel.com/

Before You Start

Have the following ready:

• The email address used at checkout and your order number.
• Your Seel protection information, available in your order details or protection confirmation email.
• Details of the affected items, tracking information, and supporting documents.

Claims under this protection are available only for orders with the applicable coverage. If you are unsure whether your order is protected, check your order details or contact our store's customer support team.

Covered Shipping Issues

Lost in Transit — Loss

Select Loss if your package has not arrived and meets the applicable loss criteria.

If the carrier has explicitly marked your package as lost, you can report the issue through the Resolution Center without waiting for the timeframes above to pass. Seel reviews other tracking exceptions based on the order and shipping information.

For a verified covered loss, compensation is based on the amount actually paid for the reported items, excluding shipping fees, subject to Seel's review. If only part of your order is affected, select only those items.

Delivered but Not Received — Theft

Select Theft if tracking shows your package as delivered but you have not received it. This is the issue category used by the Resolution Center; you do not need to determine whether a criminal theft occurred.

First, check your doorstep, parcel locker, reception desk, or building's mail area, and ask household members or neighbors whether they received the package. If you still cannot locate it, submit your claim within 7 days of the tracking status changing to delivered.

Follow the claim page's instructions and provide relevant supporting evidence, such as:

• A police report.
• Relevant security footage.
• A carrier letter documenting the loss or non-receipt.
• A written statement from building management or another relevant authority.

Seel determines whether the evidence is sufficient and may request additional information. Compensation for an eligible claim depends on the affected items' value and the outcome of the review.

Damaged on Arrival — Damage

Select Damage if your items were damaged during shipping. Submit your claim within 7 days of delivery.

Provide clear photos showing:

• The package and its outer packaging.
• The affected item as a whole and the specific damage.

Compensation depends on the extent of the damage and Seel's review. Under the protection described here, compensation will not exceed the amount actually paid for the order, excluding shipping fees. Damage to part of an order does not automatically qualify the entire order for a full refund.

Issues that existed before shipment and damage caused by the customer are not covered by this shipping-damage protection. Please contact our store's customer support team about these product issues.

Delayed Delivery — Delay

If your package has not arrived but has not yet met the loss criteria, it may qualify for delay compensation.

Eligible delay compensation is typically US$5 per order. For orders paid in other currencies, check your protection details and the claim page for the applicable amount.

Submit your claim after the delay criteria are met and within 90 days of the order date. The system uses tracking information to assess eligibility. An automatic eligibility assessment does not mean a claim has been automatically submitted or paid.

Delay compensation is not a refund for the items. If your package subsequently qualifies as lost or damaged, you may still submit a claim under the applicable coverage and reporting requirements.

How to Submit a Claim

Step 1 — Open the Resolution Center

Visit the Seel Resolution Center or follow the link in the Seel email associated with your order. Enter your checkout email address, order number, and any other information requested.

Step 2 — Check Your Order and Start a Claim

Confirm that the order, items, and protection details are correct. Look for Report an issue or the equivalent claim option shown on the page.

Step 3 — Choose the Issue and Affected Items

Select Loss, Damage, Theft, or Delay, as appropriate, and choose the items involved. The order of these selections may vary depending on the page shown for your order.

Step 4 — Upload Supporting Documents

Upload damage photos, proof of loss, or other documents requested on the claim page. Add order or tracking screenshots if needed. Make sure images are clear and the information matches your order. Follow the page's file format and size requirements.

Step 5 — Describe What Happened

Explain the issue, when you noticed it, and which items are affected. If the comments field is marked optional, add any details that may help Seel review your claim.

Step 6 — Select a Payout Method and Submit

Follow the prompts to select a resolution and an available payout method. Options may include PayPal, Venmo, or Direct Deposit, depending on your region and order.

Check your payout details before submitting. Keep your claim information so you can check its status later.

How to Track Your Claim

Return to the Seel Resolution Center and open Details for the relevant claim to check its review and payment status. Also monitor the email address used for your order for updates.

Review and payment times depend on your claim and payout method. Refer to your claim details and email updates for timing. Payment estimates shown in example screens are not a guaranteed timeframe for every claim.

Frequently Asked Questions

What if I did not purchase Worry-Free Delivery?

This guide applies to orders with the relevant Seel protection. If your order is not protected, contact our store's customer support team for help with a shipping or product issue.

Is my package lost if tracking has not updated for a few days?

Not necessarily. The usual loss criteria are non-delivery after 30 days for domestic shipments or 60 days for international shipments. If the carrier explicitly marks the package as lost, you can report it through the Resolution Center.

Which issue should I select if tracking says delivered but I received nothing?

Select Theft and prepare evidence of non-receipt promptly. Submit within 7 days of the tracking status changing to delivered. Do not wait for the 30-day or 60-day loss timeframe.

Can I claim if only one item is damaged?

You can submit a claim for the affected item. Select that item and upload photos of the damage. Eligibility and compensation are subject to Seel's review.

Why is delay compensation not a full order refund?

Delay compensation covers an eligible delivery delay and is typically US$5 per order. Loss and damage claims are assessed separately under their respective requirements.

Can I claim for loss or damage after claiming for a delay?

Yes, if the issue meets the relevant coverage conditions. Follow the reporting deadline for each issue type and provide the required documents.

Are shipping fees included in compensation?

The loss and damage compensation described in this guide excludes shipping fees. The approved amount depends on your protection details and Seel's review.

Does submitting a claim guarantee compensation?

No. A successful submission means Seel has received your claim. Coverage eligibility, supporting evidence, and the final amount must still be reviewed.

What if I cannot find my order or the claim option?

Check that the email address and order number match your checkout information, and confirm that your order includes the relevant protection. If you still need help, visit the Seel Shopper Help Center or contact our store's customer support team to verify your order.

My claim was approved, but I have not received payment. What should I do?

Check whether the payment has been sent, then check the payout account selected in your claim. If payment failed or has not arrived within the timeframe shown, follow the help instructions in your claim details.

Need More Help?

• Submit a claim or check its status
• Visit the Seel Shopper Help Center

For order verification, shipping issues on unprotected orders, or issues with the product itself, please contact our store's customer support team.