Q: Can I change/cancel my order?
Orders can be canceled before they are dispatched.Please contact us in 24 hours. Once an order is processed or shipped, it cannot be canceled. Please get in touch with our customer service team for assistance.
Q: Do I need to pay the tax?
Usually you do not need to pay taxes, but if your country's customs is more stringent, you will be charged a certain amount of duties. We usually try to avoid tariffs for you as a low-declared invoice with parcels, however, it is not 100%. You will need to pay the duties if the custom still charges customs duties.
Q: How to change my address?
To change your address, please log in to your account and navigate to the "Account Settings" or "Profile" section. Locate the option to edit your address details.
If you encounter any issues or need assistance, kindly contact our customer support for guidance.If you put the wrong address when you place order, please contact our customer service within 24 hours for help.
Q: Can I use a PO.Box as shipping address?
We apologize, but at this time, we are unable to ship orders to PO Boxes due to carrier restrictions. We require a physical street address to ensure successful delivery of your order. If you encounter any difficulties or have further inquiries, please reach out to our customer service for alternative delivery options or for further assistance.
Q: How to file a claim with Seel Worry-Free Purchase?
Use this text to answer questions in as much detail as possible for your customers.
1. Where to submit a claim request with Worry-Free Purchase:
Claims must be made within 7 days of delivery. If the package shows as undelivered, it will be handled based on the lost package situation.
Click 'Report an issue' in the email or You can also apply through https://resolution.seel.com
Enter the Resolution Center and click "I'm ready to submit."
Select based on the actual condition of the item: Lost in transit / Damaged / Shipping issue / Not shipped / Product mismatch.
If the reporting conditions are not met, a corresponding prompt will appear
Once the reporting conditions are met, you will enter the corresponding interface and be required to provide relevant documents (different claim types may require different materials)：
If you have special requests, you can add a note on the next screen:
Finally, enter the appropriate payment method to receive the compensation.
After completing the form, confirm the submission and wait for the review.
2. 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 damage. To file and qualify for a claim of damage, the following supporting documents are required:
√ Clear photo(s) of the carrier packaging and product package (if applicable)
√ Clear photo(s) of how the item(s ) are damaged
√ Here are some examples:
(carrier package damaged)
(product package damaged , liquid leaked)
3. Payout option
√ 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 item(s).
√ Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects (e.g. loose threads) 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.
a. If the shipment is marked by the carrier as "lost ", or domestic shipments that haven't shown a "delivery " scan 30 days after shipment (or international shipment that hasn't shown "delivery " scan 60 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 the incident
** 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.
√ 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.
√ Venmo: Supports USD transfers, funds arrive instantly once the claim is approved.
√ 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.
√ Tremendous: customers will receive their payout in the form of a virtual visa card.
Customers can choose how they’d like to receive their payout the in last step of claim submission.
