insurance

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

Our Store offers a Worry-Free Purchase service buying option on the checkout page. Currently only available for eight countries: US, CA, NZ, AU, DE, FR, GB, ES, IT, NL, BE, AT, PT, IE.

Cancelling and Refunding Purchase Protection

Customers may cancel their Worry-Free Purchase cover any time before order fulfillment by mail, but cancellation is not viable and fee will not be refunded once covered order is fulfilled.

Under what conditions can I apply for the claim?

The situations listed below are covered by the Worry-Free Purchase:

Lost:

1. I haven't received my packages even though it shows "Delivered".

2. My packages were stolen.

3. I haven't received my packages for over 30 days(60 days for international packages)

Damaged

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

Delay:

Dosmestic packages:

Not being delivered after 10 days following order fulfillment is considered as delay

International packages

Not being delivered after 30 days following order fulfillment is considered as delay

Where to apply for the claim?

You can access the Seel Resolution Center to submit a claim request from either the tracking page in-store or the policy confirmation email:

1. The Policy confirmation email sent by Seel

2. You can also visit https://resolution.seel.com, enter your email and order number or cover ID, and follow the instructions based on your specific issue.

What should I do after I have applied for the claim?

Seel will process your application within 48 hours. If there is no response within that time, feel free to contact us via support@govee.com.

Supporting documents required to qualify for a claim

Supporting documents 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 documents required for a claim of loss:

a. If the shipment is marked by the carrier as "lost" or there is no delivery status 30 days after shipment, you don’t need to provide any additional proof.

b. If the shipment shows as "delivered", but the product was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following supporting documents to qualify for a claim of loss:

  • Police report
  • Security footage
  • Carrier letter
  • Written documentation from an authority/leasing office detailing the state of the package as undelivered

Supporting documents required for a claim of delay:

No supporting documents are required for a claim of delay. Such cases will be automatically judged based on the tracking information 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 a US bank account ACH transfer, takes 1-3 business days to arrive. This option is only available for transactions in USD.

What if I have any further questions about applying for the claim?

For any further questions, please reach out to support@seel.com for more details.