Protection Policy Review

What if my packages are lost, damaged, or delayed?

Our Store offers the Worry-Free Purchase service buying option on the cart page. Currently available for 19 countries: US, CA, AU, NZ, DE, FR, GB, ES, IT, NL, BE, AT, PT, IE, HU, GR, CZ, PL, LT.

In what kind of conditions can I apply for the claim?

The situations below can be covered by Worry-Free Purchase:

Lost

  • I haven't received my packages even though it shows "Delivered".
  • My packages are stolen.
  • I haven't received it for over 30 days.

Damage

The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

๐Ÿ“ธ Quick tip: If you notice any damage to the outer shipping box upon delivery, please take a clear photo before opening it. These photos provide Seel with the necessary proof to quickly resolve any issues for you.

Delay

  • U.S.: Not delivered after the 10 days following order fulfillment โ†’ considered lost.
  • Outside of the U.S.: Not delivered after the 30th day following order fulfillment โ†’ considered lost.

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 apply for the claim?

Seel will process your application within 48 hours. If there is no response within that time, feel free to contact us at service.nas@zosi.com.

Supporting docs required to qualify for a claim

For damage:

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

The payout amount is determined by evaluation results, up to 100% of the purchased value, depending on how damage affects usability. Damage to packaging only (without affecting items inside) and pre-shipment defects are not covered.

For loss:

  • If the carrier marks shipment as "lost" or "delivered" 30+ days after shipment โ†’ no additional proof needed.
  • If marked "delivered" but not received, first check around your neighborhood or mail hub. If still missing, provide one of the following:
    • Police report
    • Security footage
    • Carrier letter
    • Written documentation from an authority/leasing office

For delay:

No supporting docs required. Such cases will be automatically judged based on tracking information.

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 1โ€“3 business days to arrive. (USD transactions only)
  4. Tremendous: Customers will receive their payout in the form of a virtual visa card.

What if I have any further questions?

You can reach out to support@seel.com for more details.