If you purchased Seel Worry-Free Delivery protection and encounter an issue with your package:
Claim Portal: Visit https://resolve.seel.com, enter your order email address and order number to log in and submit your claim.
The Seel confirmation email you received at checkout also contains a claim portal link. You can click "Report an issue" directly from that email.
📦 Coverage and Compensation
1. Lost Package
| Situation | Description |
|---|---|
| Domestic order overdue | Not delivered within 30 days after shipment |
| International order overdue | Not delivered within 60 days after shipment |
| Tracking shows "Delivered" but not received | May have been misdelivered or stolen (porch theft) |
| Carrier marks as "Lost" | Direct claim with no additional proof required |
Compensation: 100% of the order amount (excluding shipping fees and premiums)
2. Damaged Package
| Situation | Description |
|---|---|
| Product unusable due to shipping damage | Clearly broken, cracked, crushed, or severely damaged |
Important Notes:
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Minor scratches, dents, or cosmetic imperfections are not covered
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Manufacturing defects or packaging errors are also not covered
Proof Required:
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Photos of the outer packaging (clearly showing damage)
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Photos of inner packaging and damaged product
Compensation: Up to 100% of the order amount, depending on the severity of damage
💡 Recommendation: Always inspect your package upon receipt. If the outer packaging is visibly damaged, you may refuse delivery and take photos for evidence.
3. Delayed Package
| Situation | Description |
|---|---|
| Domestic order | Not delivered within 10 days after shipment |
| International order | Not delivered within 30 days after shipment |
Compensation: Flat $5 USD (or equivalent in local currency)
No proof required: Seel will automatically determine eligibility based on tracking information
⏰ Claim Deadlines
| Protection Type | Submission Deadline | Important Reminder |
|---|---|---|
| Lost Package | Within 90 days after purchase | For "Delivered but not received" claims, must be submitted within 7 days after delivery date |
| Damaged Package | Within 7 days after delivery | Claims submitted after 7 days may not be accepted |
| Delayed Package | Within 90 days after purchase | Must wait 10 days (domestic) or 30 days (international) before submitting |
📋 Proof Required by Situation
| Situation | Proof Required |
|---|---|
| Tracking shows "Lost" | No proof needed – direct claim |
| Long overdue (no tracking updates) | No additional proof – determined by time |
| Delivered but not received | Any one of the following: Police report / Surveillance footage / Carrier lost package notice / Written statement from property/leasing office |
| Damaged package | Photos of outer packaging + inner packaging + damaged product |
| Delayed package | No proof needed – system automatically determines |
💡 Hassle-Free Payout: For low-value orders involving porch theft, Seel may offer a "hassle-free payout" – no proof required from the customer to receive compensation.
💳 Payout Methods
Once approved, you can receive compensation through:
| Method | Description |
|---|---|
| PayPal | Multi-currency support; funds arrive immediately upon approval |
| Venmo | USD only; immediate arrival |
| Direct Deposit (ACH) | US bank accounts only; arrives in 1-3 business days |
| Virtual Visa Card | Sent via email |
Seel typically processes claims within 48 hours.
📞 Contact Information
| Channel | Purpose | Contact |
|---|---|---|
| Resolution Center | File claims, check status | https://resolve.seel.com |
| Customer Support Email | General inquiries | support@seel.com |
⚠️ Important Reminders
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Must be purchased at checkout: Protection can only be added when placing your order. It cannot be purchased after the order has shipped.
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Seel is an independent provider: Seel partners with merchants but handles claims independently. The merchant is not involved in the claims process.
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One claim per issue: Only one payout per issue per order. Customers cannot claim from both Seel and the merchant for the same issue.
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Keep evidence: It is recommended to film an unboxing video upon delivery and keep the shipping label for reference in case proof is needed.