Is my package lost or stolen?

If your package is not reported as “delivered” by your carrier for an unreasonably long period, it might be considered “lost”.

With Seel Delivery Guarantee, if your package is marked as “lost” by carrier, or your domestic package is not reported as “delivered” 30 days after shipment (60 days for international shipments), you should file a claim of loss at Seel Resolution Center (resolve.seel.com).

(See “What Supporting Docs are Required for a Claim of Loss?”)

However, if your order is reported as “delivered”, yet you didn’t receive the package, it may not be qualified as a case of loss. Don’t worry, we can still help you out!

If you live in an apartment complex, it is possible that the mailman delivered the package to a central mail hub where all parcels are collected. Alternatively, if you live in a single-family home, the order may have been left on your front step. There is also the chance that the mailman accidentally delivered the item to the wrong house.

If you still cannot find your package, you may file a claim of “theft” with Seel Delivery Guarantee. (This could also include mishaps that weren’t criminal in nature).

To qualify for a payout of theft with Delivery Guarantee, you need to file a police report with your local authorities. (See “How to file a police report?”) We also accept security footage, carrier letter, or written documentation from an authority/leasing office as proof of theft. (See “What Supporting Docs are Required for a Claim of Theft?” )

Our team will thoroughly evaluate each case and determine the most suitable steps.

*Filing a false police report can lead to legal consequences, as it may be considered a misdemeanor or a felony, depending on your jurisdiction.