Learn more about Delivery Guarantee

1. What does Seel Delivery Guarantee cover?
Seel Delivery Guarantee covers package loss, damage, and theft that meet the following criteria. 

• Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).

• Theft: Packages marked “delivered” yet not received are considered a “theft”, though this may be due to some mishaps that are not criminal in nature. To qualify as a case of theft, supporting documents, such as a police report, might be required. (See “What Supporting Docs are Required for a Claim of Theft?”) The compensation for a verified case of theft is the value paid for the purchased item(s).
• Damage: Delivery Guarantee covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items is up to the value paid for the purchased item(s).
  
  Note: Total compensation for one Delivery Guarantee cover is up to the value actually paid for the item(s).
  
  

2. How does Seel Delivery Guarantee resolve shipping issues of my order?

The customer experience of Seel Delivery Guarantee is as follows:
- Add Delivery Guarantee at checkout for a modest fee to protect the order against loss, damage, and theft.

- If your order is eligible for Delivery Guarantee, you’ll be receiving a confirmation email from Seel with all the coverage details, as well as instructions on how to report your package issue.

- If your protected package suffers loss, theft, or damage, you can report the issue via the Seel Resolution Center (resolve.seel.com). 

- Seel will assess the issue to determine if the reported order issue qualifies for a payout.

- If the reported issue does qualify, a refund will be automatically sent to you in a prepaid credit card via email.

To qualify for the payout, you need to follow the issue reporting requirements:
- Issues of loss, where the package is not delivered as per the carrier's information, must be reported within 90 days after the order date.
- Issues of damage and theft, where the package is shown "delivered", must be reported within 7 days from the time the carrier's information is updated to "delivered".
- All issues must be reported within 90 days of the order date.

3. What products are excluded from Seel Delivery Guarantee?
Seel Delivery Guarantee does not cover the following categories of items：
Automobiles and motorcycles
Jewelry (valued in excess of $1,500)
Boats and yachts
Live animals
Cash
Lumber
Ceramic, marble or granite tiles, slab blocks, countertops, or statues
Negotiable papers
Cigarettes and other tobacco products
Perishable commodities
Raw cotton
Pharmaceutical drugs
Fine arts (valued in excess of $10,000 per piece)
Precious stones and metals
Flowers
Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
Glass windows, plate glass, and similar goods
Securities