Worry-Free Purchase FAQ

This guide will clarify what the Worry-Free Purchase covers and provide all the essential steps for reporting issues related to shipping delays, losses, damages, or thefts.

 

What's Covered in This Guide:

1. What Does Worry-Free Purchase Cover?
2. How Does Worry-Free Purchase Resolve Shipping Issues?
3. Key Reporting and Documentation Requirements

1. What Does Worry-Free Purchase Cover?

Delays: $5 Compensation for Delay

• Domestic Packages (USA): If the package is not delivered within 10 days after shipment, it's considered delayed.
• International Packages: For shipments outside the USA, delays are considered if not delivered within 30 days.
• Compensation: You’ll receive a $5 USD compensation for delayed packages.

Loss: Compensation for the Actual Item(s) Value

• Domestic Packages (USA): Packages that are not delivered within 30 days after shipment are deemed lost.
• International Packages: If a package is not delivered within 60 days, it is considered lost.
• Compensation: Lost items will be reimbursed for the actual value paid.

Damage: Compensation for the Actual Item(s) Value

• What’s Covered: Worry-Free Purchase covers significant damage such as:
  • Unusable or visibly fractured, bent (if not bendable), shattered, or crushed items.
• What’s Not Covered:
  • Cosmetic damage like scratches or dents.
  • Packaging errors or unsealed items.
  • Manufacturing damages.
• Compensation: If damage is severe enough to render the item unusable, compensation will be provided up to the actual amount paid for the item.

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2. How Does Worry-Free Purchase Resolve Shipping Issues?

Once you’ve opted into the Worry-Free Purchase program, here’s what happens:

• Order Confirmation: After purchase, you’ll receive an email with your Worry-Free Purchase cover details and instructions on how to report any issues.
• Reporting Issues: If your package is delayed, lost, or damaged, you can report the issue via the Seel Claim Portal.
• Assessment and Payout:
  • Seel will review the claim based on guidelines to determine eligibility for a payout.
  • If your claim qualifies, you’ll automatically receive a refund via a prepaid credit card sent to your email.
  • If your claim does not qualify, you’ll receive a notification explaining why.

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3. Key Reporting and Documentation Requirements

To ensure your claim is processed promptly, it’s important to meet the following reporting deadlines and provide the necessary supporting documents.

Time Limits for Reporting Issues:

• Loss:
  • For domestic packages, report within 90 days after the order date.
  • For international packages, report within 60 days after shipment.
• Theft:
  • If marked as "delivered" but not received, report within 7 days.
  • For this case, a Police Report is required.
• Damage:
  • Report within 7 days after delivery.
• Delay:
  • Report after 10 days for domestic and 30 days for international packages.

Supporting Documents for Claims:

• Loss Claims:

  • Order page screenshot showing the tracking number.
  • Latest tracking update indicating the package was "lost" or hasn’t been marked "delivered" (30 days for domestic, 60 days for international).

• Damage Claims:

  • Clear photos of packaging (carrier and product package).
  • Clear photos showing the damage to the item.
  • Payout will depend on how the damage affects the usability of the item.

• Theft Claims:

  • Police Report: A valid report filed at your local police station.
  • Additional Proof (if available):
    • Security footage, carrier letter, or written documentation from authorities.

How to File a Police Report:

If your package shows as delivered but was not received, file a report at your local police station. This process typically takes 10-15 minutes. Be prepared with the following information:

• Retailer Name
• Order Date & Delivery Date
• Carrier Name
• Where the Package was Left
• Package Value

Make sure to provide the reference or case number to Seel to expedite the investigation.