Delay
$5 USD compensation for delay
Loss
Cover the Actual Item(s) Value Paid
Damage
Cover the Actual Item(s) Value Paid

Learn more about Delivery Guarantee

01

What does Delivery Guarantee cover?



·Delay: United States domestic packages not delivered 10 days after order fulfillment (i.e., the date when the order is shipped by the merchant) are considered delayed. (30 days for international packages.) Delayed packages will be compensated for $5 USD.  

·Loss: United States domestic packages not delivered 30 days after order fulfillment (i.e., the date when the order is shipped by the merchant) are considered lost. (60 days for international packages.) Lost packages will be compensated for the actual item(s) value paid. 

·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. Damaged item(s) will be compensated up to the actual item(s) value paid.  

·Delivery Guarantee also covers carbon-neutral shipment for all domestic shipments

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

02

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

03

How does Delivery Guarantee resolve your shipping issues?

Here’s the customer experience of Delivery Guarantee:
1. Shopper orders from the merchant, with Delivery Guarantee opted in.
2. Shopper receives an email with their Delivery Guarantee cover details, as well as instructions on how to report an issue.
3. If their package gets damaged or lost during transit, or is delayed, they can report the issue via Seel Claim Portal. 
4. Seel will programmatically assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.
5. If the reported issue does qualify, a refund will be automatically sent to the shopper in a prepaid credit card via email. If the reported issue doesn’t qualify, an email will be sent to the shopper to notify them of the denial and the reason.

04

Is there any time limit for issue reporting?

For reporting an issue, please be aware of the following conditions and 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. Case of “porch piracy”, however, where the package is “delivered” according to carrier but not received by customer, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
· Issues of damage, where the package is delivered, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
· 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.

Terms of Service