1. What is Worry-Free Purchase and What Does It Cover?
Worry-Free Purchase is a shipping protection service provided by Seel, designed to protect your package during transit against delays, loss, or damage. You can choose to purchase this service during checkout. If your order includes this service and you encounter any of the following issues, you can file a claim with Seel:
- Package Delay: If your package is not delivered within 30 days of shipping, it will be considered delayed. Seel will compensate you $5 (or equivalent in your local currency).
- Package Loss: If your package has not been delivered within 60 days of shipping, it will be considered lost. Seel will fully reimburse the value of the goods (based on the actual amount paid).
- Package Damage: If your item is visibly damaged, broken, bent (if the item is not bendable), or crushed, and is no longer usable, Seel will compensate up to the actual amount paid for the goods. Note: This does not cover cosmetic damage (e.g., scratches, dents), manufacturing defects, packaging errors, or unsealed items.
2. How to File a Claim
- Track Your Order: Go to Risenty’s order tracking page and look up your order using your order number or tracking number. If you have purchased the Worry-Free Purchase service, ensure the “Package Protected” status is marked as Active to proceed with the claim.
- Access Seel Resolve Center: Click on any "View" button in your order details. In the pop-up window, select the Submit Report button to enter the Seel Resolve Center and start your claim request.
- Select Your Issue and Product: Choose the specific issue you are experiencing (e.g., delay, loss, or damage) and select the product(s) you want to claim.
- Provide Supporting Documents: Follow the instructions to upload any required proof or documents, such as photos of the damaged item or screenshots of tracking delays. Additionally, select your preferred compensation method. Options include virtual credit cards, PayPal, and other supported payment methods.
- Submit and Wait for Review: Submit your claim and wait for Seel to review it. Once your request is approved, Seel will notify you and process the compensation accordingly.
3. Is There a Time Limit for Filing a Claim?
- Delay Claim: Must be reported no earlier than 30 days after the order fulfillment date (i.e., when the package was shipped).
- Lost Claim: Must be reported no earlier than 60 days after the order fulfillment date (i.e., when the package was shipped).
- Damage Claim: If the item is damaged, it must be reported within 15 days after the delivery date.
All claims must be reported within 90 days from the order date.
4. When and How Will I Receive My Compensation?
Once you submit your claim through the Seel Resolve Center, Seel will review your request within 48 hours. If your request qualifies, we will compensate you via the method you selected during the claim process. You will be notified via email with further instructions.
5. What If I Have Additional Questions About Filing a Claim?
If you have any further questions or need assistance, please feel free to contact us at:
Support Email: support@risenty.com
Seel Support Email: 17support@seel.com