Insurance Policy

Learn more about Worry-Free Purchase

01 What does Worry-Free Purchase cover?

About Delay

Delay:$5 USD compensation for delay

United States domestic packages not delivered 10 days after order fulfillment(i.e., the date when the order is shipped by the merchant) are considered delayed. (30days for international packages.) Delayed packages will be compensated for $5 USD.

About Loss

Loss:Cover the Actual Item(s) Value Paid

United States domestic packages not delivered 30 days after order fulfillment(i.e., the date when the order is shipped by the merchant) are considered lost. (60 days for international packages.) Lost packages will be compensated for the actual item(s) value paid.

About Damage

Damage: Cover the Actual Item(s) Value Paid

Worry-Free Purchase covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages.packaging errors, or unsealed items. Damaged item(s) will be compensated up to the actual item(s) value paid.

Worry-Free Purchase also covers carbon-neutral shipment for all domestic shipments.

Note: Total compensation for one cover is up to the item(s) value actually paid

02 How does Worry-Free Purchase resolve your shipping issues?

Here's the customer experience of Worry-Free Purchase:

1. Shopper orders from the merchant, with Worry-Free Purchase opted in.
2. Shopper receives an email with their Worry-Free Purchase cover details, as well asinstructions on how to report an issue.
3. If their package gets damaged or lost during transit, or is delayed, they can reportthe issue via SeelClaim Portal.
4. Seel will programmatically assess the issue using policy rules/guidelines todetermine if the reported order issue qualifies for a payout.
5. If the reported issue does qualify, a refund will be automatically sent to the shopperin a prepaid credit card via email. If the reported issue doesn't qualify, an email will besent to the shopper to notify them of the denial and the reason.

03 Is there any time limit for issue reporting?

For reporting an issue, please be aware of the following conditions and requirements:

Issues of loss, where the package is "not delivered" as per the carrier's information,must be reported within 90 days after the order date. Case of "porch piracy" however,where the package is "delivered" according to carrier but not received by customer,must be reported within 7 days from the time the carrier's information is updated to “delivered".

Issues of damage, where the package is delivered, must be reported within 7 days from the time the carrier's information is updated to "delivered"

issues of delay, where the package is delivered, must not be reported sooner than 10days after the order fulfillment date for domestic shipments and 30 days for international shipments.

• All issues must be reported within 90 days of the order date.

What Supporting Docs are Required for a Claim of Loss?

Filing a claim for loss requires customers to visit the Seel Resolution Center (resolve.seel.com) to initiate the request.

Lost packages are any shipment marked by the carrier as "lost", or domestic shipments that haven't shown a "delivery" scan 30 days after shipment (or international shipment that hasn't shown "delivery" scan 60 days after shipment).

To file and qualify for a claim of loss, the following supporting documents are required:

• A screenshot of your Order Page that includes the Tracking Number
• A screenshot of the latest tracking update of this Tracking Number, indicating either that the package is marked as 'lost' or that it isn't marked "delivered" 30 days after shipment (60 days for international shipment)

What Supporting Docs are Required for a Claim of Damage?

Filing a claim for damage requires customers to visit the Seel Resolution Center (resolve.seel.com) to initiate the request.

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage.

To file and qualify for a claim of damage, the following supporting documents are required:

• Clear photo(s) of the carrier packaging and product package (if applicable)
• Clear photo(s) of how the item(s) are damaged

Here are some examples: 

The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of item(s). 

Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects (e.g., loose threads) are not covered.

The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process. 

What Supporting Docs are Required for a Claim of Theft?

Filing a claim for theft requires customers to visit the Seel Resolution Center (resolve.seel.com) to initiate the request.

To fAny shipment that has shown a "delivery" scan, but was not received by the customer falls into a potential case of theft. Oftentimes this could be due to some mishaps that were not criminal in nature. We encourage you to look around in your neighborhood or mail hub first.  ile and qualify for a claim of theft, you need to go to your local police station to file a Police Report for your case.

 Below is an example of how it might look like. The process of filing a police report and its format may vary depending on your specific locality. See "How to file a police report?" for more information.

How to File a Police Report

When a customer's package is marked as delivered but not received, Seel may require a valid police report to investigate the issue. While this may seem daunting, filing a police report is a simple process that can usually be completed within 10-15 minutes.

Here’s a simple guide:

Depending on your local conditions, police reports can be made over the phone, in-person, or online. 

• Start by researching your local police station, which can be simply done on Google.
• Call the station and let them know you need to file a report on a stolen package for the claim process with the insurer.
• Ask what’s the process of getting this done, and if this can be done online, over phone or must be in-person.
• Be prepared to provide the following information as you file the report 
• Name of Retailer
• Date of Order
• Date of Delivery
• Name of Carrier
• Where the Package was Left
• Package Value

Finally, while resolving issues around stolen packages with Seel, it is important to include the reference or case number in the report and share it with Seel specialists. This will ensure that the investigation is properly documented and expedited.