Worry-Free Delivery
Worry-Free Delivery Description
What if my packages are lost, damaged, or delayed?
Our Store offers the Worry-Free Purchase service buying option on the cart page. Currently only available for 19 countries: US , CA, NZ, AU, DE, FR , GB , ES , IT , NL , BE, AT , PT , IE , HU , GR , CZ , PL , LT , SE , PR , FI , DK , NO, IS.
In what kind of conditions can I apply for the claim?
The situation listed below can be covered by the Worry-Free Purchase;
Lost:
1. I haven't received my packages even though it shows "Delivered".
2. My packages are stolen.
3. I haven't received it for over 30 days.
Damage:
The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.
【A quick tip: If you notice any damage to the outer shipping box upon delivery, please kindly take a clear photo before opening it. These photos provide Seel with the necessary proof to step in and quickly resolve any issues for you.】
Delay:
U.S.: Not delivered after the 10 days following order fulfillment are considered delay.
Outside Of The U.S.:
Not delivered after the 30th day following order fulfillment are considered delay.
Where to apply for the claim?
You may access the resolution center via the 'Report an Issue' link in the Seel policy email, or by visiting https://resolve.seel.com. A verification email will be sent to you, and you can log in by entering the provided verification code.
What should I do after I applied for the claim?
Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via service.nas@BRAND.com
Supporting docs required to qualify for a claim
Supporting docs required for a claim of damage:
When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, the following supporting documents are required:
1. Clear photo(s) of the carrier packaging and product package
2. Clear photo(s) of how the item(s) are damaged
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 the item(s). Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects 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.
Supporting docs required for a claim of loss:
Type 1 Package not delivered; no exceptions reported but no updates in tracking
Report Conditions & Evaluation:
- Same-country shipping: Considered lost if not received within 30 days after shipment
- Cross-border shipping: Considered lost if not received within 60 days after shipment
- If shipping status shows an exception, consumers may report immediately
Type 2： Package marked as delivered, but consumer reports not received
Report Deadline: Within 7 days of marked delivery date
Supporting Documents (any one)：
l Police report
l Door camera footage or photos
l Carrier-issued loss statement
l Written proof from qualified third party
Supporting docs required for a claim of delay:
1. No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.
Payout options
Seel supports payout in one of the following four options:
1. PayPal: Supports multi-currency transfers. Funds arrive instantly once the claim is approved.
2. Venmo: Supports USD transfers, funds arrive instantly once the claim is approved.
3. Direct deposit: Supports USD transfers via US bank account ACH transfer, takes 1-3 business days to arrive. This option is only available for transactions in USD.
4. Tremendous: Customers will receive their payout in the form of a virtual visa card.
What if I have any further questions about applying the claim?
You can reach out to support@seel.com for more details.
FAQs
Q: Can I buy protection after placing the order?
❌No, it must be purchased at checkout.
Q: Can I get a refund for the service?
❌Not after shipment (service becomes active once shipped).
✅ Refunds are only possible before shipment via customer service.
Q: If I already claimed for delay, can I still claim for loss/damage later?
✅Yes! Delay claims do not affect loss/damage claims.
Q: How should I deal with the damaged product?
SOLAKAKA will collect it on behalf of SEEL and we cover the shipping fee for returning it.
Q: Can I choose both replacement and refund?
❌No, you can only choose either replacement or refund.
Q: Why there is no package I want to claim?
Please contact SOLAKAKA customer support team and later you can authorize SOLAKAKA to claim from seel.
Notes
- SOLAKAKA ’s customer service team can assist with claim communications if needed (e.g. providing tracking numbers, following up claim progress).
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Contact SOLAKAKA support for:
- Logistics status inquiries
- Help submitting claim materials
- Non-claim issues (e.g. product quality, usage questions)
✨Seel claim portal: https://resolution.seel.com
✨SOLAKAKA support: https://solakaka.com/pages/contact
Note: The same issue on the same order cannot be claimed with both Seel and SOLAKAKA .
