Our store offers Worry-Free Purchase Protection, an optional shipping protection service provided and administered by Seel. This service may be selected at checkout for eligible orders and helps protect shipments against loss, damage, or shipping delays during transit.
All claims, claim decisions, and reimbursements are handled directly by Seel in accordance with Seel’s terms and conditions. Our store does not administer claims or determine claim outcomes.
This service is currently available to customers located in the following countries:
- United States
- Canada
- Australia
- New Zealand
- France
- United Kingdom
- Netherlands
- Germany
What is covered
Lost packages
A shipment may qualify as lost if one of the following conditions occurs:
- The tracking status shows “Delivered” but the package was not received.
- The package was stolen after delivery.
- The package has not been delivered within 30 days after shipment.
Before submitting a claim, customers are encouraged to check with neighbors, household members, building management, or their local postal carrier to confirm whether the package was received on their behalf.
Damaged packages
A shipment may qualify as damaged if the item arrives in a condition that makes it unusable, including but not limited to:
- Fractured
- Shattered
- Crushed
- Bent (when the product is not designed to bend)
Damage limited to the external shipping packaging where the product remains intact is not covered. Manufacturing defects or product issues unrelated to shipping are also not covered under this protection.
Shipping delays
A shipment may qualify as delayed if delivery has not occurred within the following timeframes.
United States
- More than 10 days after order fulfillment.
International shipments
- More than 30 days after order fulfillment.
Delay claims are evaluated based on the carrier’s tracking information.
How to submit a claim
All claims must be submitted directly through Seel’s Resolution Center.
- Use the “Report an Issue” link included in the Seel confirmation email.
- Or visit the Seel Resolution Center: https://resolve.seel.com
- Enter the email used for your order and request a verification code.
- Enter the verification code to access the claim portal and submit your claim.
Claim review
- Claims are typically reviewed by Seel within 48 hours after submission.
- If you do not receive a response within this time, you may contact Seel directly at: support@seel.com
Documentation requirements
Damage claims
To file a damage claim, customers may be required to provide:
- Clear photos of the carrier’s outer packaging.
- Clear photos of the product packaging.
- Clear photos showing the damage to the item.
Compensation will be determined by Seel based on the extent of damage and may be up to the purchase value of the item.
Lost package claims
If the carrier marks the shipment as lost:
- No additional documentation may be required.
If the tracking information shows “Delivered” but the package cannot be located, Seel may request supporting documentation such as:
- Police report
- Security camera footage
- Carrier confirmation
- Written documentation from building management, leasing office, or another relevant authority
Delay claims
- No additional documentation is required.
- Delay claims are evaluated automatically based on the shipment’s tracking information.
Reimbursement methods
If a claim is approved, Seel may issue reimbursement using one of the following methods:
- PayPal
- Venmo
- Direct bank deposit (U.S. only)
- Virtual Visa card
Available payout methods may vary depending on the customer’s location.
Important notice regarding delivery confirmation
- If the shipping carrier’s tracking information indicates that a package has been delivered to the address provided at checkout, the shipment will be considered successfully delivered by our store.
- Any issues relating to missing or stolen packages must be handled through the Worry-Free Purchase Protection claim process administered by Seel.
- Our store is not responsible for packages that are marked as delivered by the carrier.
Customers who purchase Worry-Free Purchase Protection may submit a claim directly through Seel’s resolution center for review and potential reimbursement in accordance with Seel’s policy terms.
Third-party service disclaimer
- Worry-Free Purchase Protection is provided and administered by Seel, a third-party service provider.
- All claims, claim evaluations, and reimbursements are handled directly by Seel under their applicable policy terms and conditions.
- Our store is not responsible for claim determinations or reimbursement decisions made by Seel.