Questions & Answers!
If you purchased Worry-Free Delivery with your order, you can easily report an issue to Seel via the Seel Resolution Centre.
What should I do if my order arrived damaged?
If you purchased Worry-Free Delivery with your order, you can report an issue within 7 days of delivery through the Seel Resolution Centre.
Initiate the request using your email and order number found on the confirmation email.
What should I do if my order was stolen after delivery?
If you purchased Worry-Free Delivery with your order, you can report an issue within 7 days of delivery through the Seel Resolution Centre.
Initiate the request using your email and order number found on the confirmation email.
What should I do if my order was lost during delivery?
If you purchased Worry-Free Delivery with your order, you can report a loss 30 days after placing your order of delivery through the Seel Resolution Centre.
Initiate the request using your email and order number found on the confirmation email.
How long do I have to report a shipping issue?
If you purchased Worry-Free Delivery with your order, you have 7 days from the date of delivery to report theft or damage and can report a loss for domestic orders between 30 and 60 days after placing the order .
When will I receive my Worry-Free Delivery payout?
If your shipping issue has been accepted, then it will be dependent on your method of payout:
Direct Deposit: 1-3 business days following return acceptance
Credit/Debit Card: 1 hour following return acceptance
PayPal Transfer: 1 hour following return acceptance
Can I change my order after it is placed?
If you purchased Worry-Free Delivery with your order, then Seel will send you a confirmation of your Worry-Free Delivery purchase via email. Worry-Free Delivery is not refundable unless the entire order is cancelled.
Does Seel cover cases where an item is not shipped out?
No. Seel's Worry-Free Delivery only provides coverage for items that have been fulfilled and shipped out to a customer. If an item is not shipped out by Post & Print Supply Co you will need to directly contact us on 1800 961 025
Detailed FAQs for submitting a coverage request
Damage Coverage Request
Worry-Free Delivery covers item damages for items that 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). Issues must be reported within 7 days of delivery.
What supporting documents are required for a damage coverage request?
Filing a claim for damage requires shoppers to visit the Seel Resolution Centre to initiate the request. 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, in most instances, 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
The payout amount for damage is determined by the evaluation of the photos, up to 100% of the purchased value, depending on how the severity of the damage affects the usability of item(s), therefore The supporting documents provided directly affect decisioning.
Note that damage to the exterior packaging - without affecting the item(s) inside- as well as, pre-shipment item defects are not covered.
Loss Coverage Request
Domestic packages not delivered within 30-days from the date of fulfillment (i.e., the date when the order is shipped by the merchant) is not delivered within 25-days from the date of fulfilment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
What supporting documents are required for a loss claim?
Filing a claim for loss requires shoppers to visit the Seel Resolution Centre to initiate the request.
Lost packages claims require one of the following tracking status :
- The shipment be marked by the carrier as "lost" or
- Domestic shipments must not have a "delivery" scan within 10 days after shipment if express or 15 days if standard postage
To file and qualify for a claim of loss, a screenshot of the order page that includes the tracking number is required, to validate the package status.
The compensation for lost packages is the value paid for the purchased item(s).
You can also provide a Carrier Letter
Theft Coverage
Packages that have a shipping status of “delivered” but were not received by the shopper are considered “theft" (not all theft is deemed criminal in nature). To qualify as a case of theft, supporting documents, such as a police report, may be required. The compensation for a verified case of theft is the value paid for the purchased item(s). Issues must be reported within 7 days of delivery.