If your package hasn't arrived, it may be classified as either delayed or lost — and the two are handled differently. A package is considered delayed when it hasn't arrived within the expected delivery window but is still in transit. A package is considered lost when it has been missing long enough that it's unlikely to be delivered.
What Qualifies as a Loss Your order is eligible as a loss issue if either of the following apply:
- Your carrier has marked the tracking number as "lost"
- Your package has not been confirmed as delivered within 30 days of shipment (60 days for international orders)
Reporting Deadline Loss issues must be reported within 90 days of your order date. Issues reported after this window will not be eligible for compensation.
Required Documentation To report your issue, you'll need to submit the following:
- A screenshot of your Order Page showing your tracking number
- A screenshot of your latest tracking update showing the package as "lost" or undelivered 30+ days after shipment (60+ days for international)
Visit the Seel Resolution Center to report your issue and upload your supporting documents.
Comments
1 comment
Hello,
I purchased Seel shipping protection for my order (approximately $6.99) specifically for protection in case items were lost or missing. Unfortunately, I did not receive three items from my order.
When I contacted customer service, I was told the protection should cover the missing items, but there was no clear way to submit the claim or report the missing delivery. I was redirected multiple times without resolution.
I paid for this protection expecting support if a problem occurred, and I am disappointed that this issue still has not been resolved. I am requesting reimbursement or replacement for the missing items.
Going forward, I will no longer include Seel protection with my orders because I do not see the value in paying extra for coverage that is so difficult to use. Requiring camera footage, police reports, or additional documentation for a relatively small purchase is not practical or worth the time and effort for customers. If a package is lost, I would rather take the risk myself than pay for protection that does not provide a simple resolution process.
Thank you.
Nina
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