Learn more about Delivery Guarantee

1. What does Delivery Guarantee cover?

Delivery Guarantee is a package protection service provided by Seel, which covers delayed, damaged, and lost items that meet the following criteria.

Delay: Domestic packages not delivered before the 10th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD.

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 will be up to the value paid for the purchased item(s).

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).

Delivery Guarantee also includes carbon-neutral shipment within the recipient’s country.

Note: Total compensation for one cover is up to the value actually paid for the item(s).

2. What products are excluded from Delivery Guarantee?

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

3. How does Delivery Guarantee benefit my store?

Enabling the Delivery Guarantee widget on the cart page gives your customers the option to add Delivery Guarantee that covers product loss, damage, and delay. It gives shoppers peace of mind, eliminates shipping-related complaints, and turns late deliveries into repeat customers.

4. How does Delivery Guarantee work in my store and for my shoppers?

After enabling the Delivery Guarantee widget, it will be inserted onto your cart page:

When checking out, shoppers can add Delivery Guarantee for a modest fee to protect their order against damage, loss, or delay. With Delivery Guarantee, if a shopper’s order is damaged, delayed during delivery, or lost in transit, Seel will compensate the shopper with a partial or full refund once the package status is verified.

5. Why do I need to connect a payment mothod? Isn't Delivery Guarantee free for merchants?

Delivery Guarantee is free for merchants! Because Shopify has a closed-cart system, the total revenue from each sale is sent to the merchant and unable to be split among different parties. In order for Seel to receive the amount that our mutual customers pay for Delivery Guarantee, Seel uses the payment method you added to collect the fees that your shoppers pay during their order.

6. How does Delivery Guarantee resolve shoppers’ shipping issues?

Shopper receives an email with their Delivery Guarantee coverage details, as well as instructions on how to report an issue.
If their package is damaged or lost during transit or is delayed, they can report the issue via Seel Resolution Center. To learn more about how to resolve package issues, please read "How can my shopper report a package issue?"

To qualify for the payout, shoppers need to follow the issue reporting requirements:
- Issues of loss, where the package is not delivered, must not be reported sooner than 30 days after the order fulfillment date for domestic shipments and 60 days for international shipments.
- Issues of damage, where the package is delivered, must be reported within 15 days after the delivery date.
- Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
All issues must be reported within 90 days of the order date.

7. How much does Delivery Guarantee cost?

Delivery Guarantee is free for merchants and is available for customers to purchase on the cart page. For orders where all items have a combined retail value under $100 USD, Delivery Guarantee is charged at a fixed rate of $0.98 USD. For orders where all items have a combined retail value over $100 USD, Delivery Guarantee is calculated from 1.5%-5% of the cart total based on proprietary risk factors.

8. Why is Delivery Guarantee appearing as a product in my Shopify store?

Shopify has a closed-cart system, which is why Delivery Guarantee is listed as a product in the store. This allows Delivery Guarantee to increase the total-cart value. To hide Delivery Guarantee as a listed product in Shopify, remove it from all collections on your store so its product page is not easily accessible. (Learn more at "How to hide Delivery Guarantee as a product in my storefront?")

​​Please do not attempt to make other changes to the listed Delivery Guarantee product. Manually changing the widget configuration, or altering Delivery Guarantee in your store (e.g., deleting variants, modifying product price, etc.) may cause issues when your customers attempt to use it, potentially making their Delivery Guarantee cover invalid.

9. Why is the Delivery Guarantee widget missing from my store?

If Your Shopify Theme Has Changed
If your Shopify theme was recently changed, it is likely that the code for the Delivery Guarantee asset is not implemented in your new theme. Please reach us at [e-mail] with your store name and the name of your current theme that needs Seel implementation. We will respond to your request within 2 business days.

If Your Shopify Theme Hasn't Changed
Please send an email to [e-mail]. Our developers will look into your store, diagnose the situation, and get back to you within 2 business days.