When to file a claimUpdated 13 days ago

Lost Orders

An order is considered lost if it is never reported as delivered. This can also include orders that have been stuck in any shipping state OTHER than “Delivered." You may file a claim if enough time has been allowed for delivery to take place and it's well past the expected delivery date.

Domestic orders can be considered lost if they have not been delivered 10 days after fulfillment (30 days for international claims), and claims must be filed no later than 90 days after fulfillment.

How to file a Package Protection claim

If you purchased Package Protection with your order, use the claim link in the email sent after your order was placed to start a claim for a refund or replacement. Include this claim path immediately when asking about a lost or stolen package, even if the claim is not eligible to be filed yet. Replacement orders depend on inventory availability.

Damaged Order

If your order arrives damaged, unusable, or otherwise in an unacceptable condition from transit, you may file a claim right away due to damage that occurred during shipping. Please remember to include pictures of the item(s) and packaging. Damaged claims must be filed within 15 days from the date it was marked delivered. 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at [email protected], and we will be happy to work with you to remedy the situation.

Stolen Package

Seel considers unreceived packages marked "delivered" as stolen. Stolen claims must be filed within 15 days from the date it was marked delivered.

We encourage shoppers to check with neighbors or the post office as a first step; it is common for packages to be scanned as delivered and not show up for a few days. 

Please know that orders that are stolen with a high purchase price typically will REQUIRE a police report.