Seel Worry-Free Delivery Guide

1. Purchase & Cancellation Policy

• Opting In: Simply check the box for "Worry-Free Delivery" on the Checkout page to protect your order.
  
  
• Cancellation & Refund Policy:
  • Unshipped Orders Only: If your order has not yet shipped, you may contact customer support at any time to cancel this protection service and receive a full refund of the service fee.
  • Non-refundable After Shipment: Once your order enters the "Shipped" or "Partially Shipped" status, the coverage takes effect immediately and can no longer be canceled or refunded.

2. Claim Standards & Reporting Thresholds

2.1 Package Delayed

• Compensation Standard: $5.00 USD cash payout per order (converted to the consumer's payment currency).
• Eligibility Conditions:
  • Domestic Orders (Same origin & destination country): Package not received 10 days after fulfillment.
  • International Orders (Different origin & destination country): Package not received 30 days after fulfillment.
• Filing Deadline: Once the delay threshold is met, claims must be submitted within 90 days from the original purchase date. Claims are automatically verified based on tracking timelines.

2.2 Package Lost

• Maximum Compensation: Total order amount paid for items (excluding original shipping fees).
• Claim Conditions & Requirements:
  • Scenario A: Package Not Delivered (No exceptions shown, but tracking inactive for a prolonged period)
    • Domestic Orders: Considered lost if not received after 30 days from the fulfillment date.
    • International Orders: Considered lost if not received after 60 days from the fulfillment date.
    • Explicit Tracking Anomalies: If tracking status explicitly shows an alert/anomaly, you may file a claim immediately without waiting for the days listed above.
  • Scenario B: Tracking Shows "Delivered", But Package Not Received
    • Filing Deadline: Claims must be submitted within 7 days from the date tracking shows "Delivered".
    • Required Supporting Documents: Must provide at least one proof document (e.g., police report, security camera footage, official carrier loss certificate, or a written statement from an authorized entity).

2.3 Package Damaged

• Compensation Standard: Depending on the severity of the damage, up to the total order amount paid for items (excluding original shipping fees).
• Filing Deadline: Claims must be submitted within 7 days from the delivery date.
• Required Documents & Exclusions:
  • Clear photo evidence of both the outer packaging and the damaged item(s) must be provided.
  • Coverage excludes pre-existing quality issues before shipment or damage caused by personal customer actions.

3. How to File a Claim

If your order meets any of the claim conditions above, you can easily file a claim via either of the following methods:

• Method 1 (Directly via Email): Open the Seel Protection Confirmation Email received after placing your order, and click the "Request a Refund" button to proceed.
  
  
• Method 2 (Online via Resolution Portal): Log in directly to Seel’s Self-Service Claims Portal at https://resolve.seel.com and enter your order details (email address and order number) to submit your claim.