Protection Policy Review

What if my packages are lost, damaged, or delayed?

Our Store offers the Worry-Free Purchase service buying option on the cart page. Currently available for 19 countries: US, CA, AU, NZ, DE, FR, GB, ES, IT, NL, BE, AT, PT, IE, HU, GR, CZ, PL, LT.

In what kind of conditions can I apply for the claim?

The situations below can be covered by Worry-Free Purchase:

Lost

  • I haven't received my packages even though it shows "Delivered".
  • My packages are stolen.
  • I haven't received it for over 30 days.

Damage

The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

📸 Quick tip: If you notice any damage to the outer shipping box upon delivery, please take a clear photo before opening it. These photos provide Seel with the necessary proof to quickly resolve any issues for you.

Delay

  • U.S.: Not delivered after the 10 days following order fulfillment → considered lost.
  • Outside of the U.S.: Not delivered after the 30th day following order fulfillment → considered lost.

Where to apply for the claim?

You may access the resolution center via the 'Report an Issue' link in the Seel policy email, or by visiting https://resolve.seel.com. A verification email will be sent to you, and you can log in by entering the provided verification code.

What should I do after I apply for the claim?

Seel will process your application within 48 hours. If there is no response within that time, feel free to contact us at service.nas@zosi.com.

Supporting docs required to qualify for a claim

For damage:

  • Clear photo(s) of the carrier packaging and product package
  • Clear photo(s) of how the item(s) are damaged

The payout amount is determined by evaluation results, up to 100% of the purchased value, depending on how damage affects usability. Damage to packaging only (without affecting items inside) and pre-shipment defects are not covered.

For loss:

  • If the carrier marks shipment as "lost" or "delivered" 30+ days after shipment → no additional proof needed.
  • If marked "delivered" but not received, first check around your neighborhood or mail hub. If still missing, provide one of the following:
    • Police report
    • Security footage
    • Carrier letter
    • Written documentation from an authority/leasing office

For delay:

No supporting docs required. Such cases will be automatically judged based on tracking information.

Payout options

Seel supports payout in one of the following four options:

  1. PayPal: Supports multi-currency transfers. Funds arrive instantly once the claim is approved.
  2. Venmo: Supports USD transfers, funds arrive instantly once the claim is approved.
  3. Direct deposit: Supports USD transfers via US bank account ACH transfer, takes 1–3 business days to arrive. (USD transactions only)
  4. Tremendous: Customers will receive their payout in the form of a virtual visa card.

What if I have any further questions?

You can reach out to support@seel.com for more details.