Worry-Free Purchase Insurance Description

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

Our Store offers the Worry-Free Purchase service buying option on the cart page. Currently only available for eight countries: United States, Canada, Australia, New Zealand, France, United Kingdom, Netherlands, and Germany.

Cancelling and Refunding Purchase Protection

If you no longer require Seel Worry-Free Purchase protection, you can cancel in the following ways and receive a refund:

Within 24 hours, you can simply click the cancel link in the Worry-Free Purchase confirmation email.

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

The situation listed below can be covered by the Worry-Free Purchase:

Lost:

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

Damage:

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


Is there any time limit for issue reporting?

To qualify for the payout, you’ll need to follow the reporting time requirements:

  • For issues of loss- when the package is not delivered- the issue cannot be reported sooner than 30 days from the date it was shipped- for domestic shipments (and 60 days for international shipments).
  • Issues of damage must be reported within 7-days from the date of delivery.
  • Issues of theft must be reported within 7-days from the date of delivery.
  • Requests to return must be reported within 7-days from the date of delivery.

Where to apply for the claim?

You can access the Seel Resolution Center to submit a claim request from either the tracking page in-store or the policy confirmation email:

  1. The Tracking Page
  2. The Policy confirmation email sent by Seel

What should I do after I applied for the claim?

Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via help@plushthis.com

Supporting docs required to qualify for a claim

Supporting docs required for a claim of damage:

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, the following supporting documents are required:

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

The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of the item(s). Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects are not covered. The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.

Supporting docs required for a claim of loss:

a. If the shipment is marked by the carrier "lost", or "delivery" scan 30 days after shipment, you don’t need to provide any additional proof.

b. If the shipment has shown a "delivery" scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:

  • Police report
  • Security footage
  • Carrier letter
  • Written documentation from an authority/leasing office detailing

For scenario "b", if this is the first occurrence of such a situation with your package, Seel will provide compensation without requiring any supporting documents. However, if the same situation occurs again, supporting documents will be mandatory.

Supporting docs required for a claim of delay:

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.

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. This option is only available for transactions in USD.

What if I have any further questions about applying the claim?

You can reach out to 17support@seel.com for more details.