Ⅰ. Service Description
What is the Package Protection Service?
Seel is the official logistics insurance partner of Acasis. By selecting the protection service when placing your order, you will get triple protection against loss, damage, and delay (hereinafter referred to as "Protection Service").
Important Purchase Rules
-
(1) Must be purchased at the time of placing the order. Not available after shipment.
-
(2) Effective immediately after shipment. Non-refundable once active.
-
(3) Cancellation is only possible before shipment, by contacting customer service.
Covered regions: United States, Canada, New Zealand, Australia, Germany, France, UK, Spain, Italy, Netherlands, Belgium, Austria, Portugal, Ireland.
Ⅱ. Coverage & Compensation Rules
1. Package Loss
Type 1: Package not delivered; no exceptions reported but no updates in tracking
Report Conditions & Evaluation:
-
(1) Domestic shipping: Considered lost if not received within 30 days after shipment.
-
(2) Cross-border shipping: Considered lost if not received within 60 days after shipment.
-
(3) If the tracking status explicitly shows "lost", a claim can be filed immediately.
Tip: Domestic = origin and destination in the same country. Cross-border = different countries.
Type 2: Package marked as delivered, but I haven't received my packages.
Report Deadline: Within 7 days of marked delivery date.
Supporting Documents (any one):
-
(1) Carrier-issued loss statement
-
(2) Door camera footage or photos
-
(3) Written proof from a qualified third party
-
(4) Police report
Compensation: Full refund of order value (excluding shipping/insurance fees).
2. Package Damage
Report Deadline:
-
Within 7 days of delivery.
Required proof:
-
Must provide clear package and product damage photos.
Compensation: Seel will assess based on severity, up to full order value (excluding shipping/insurance fees).
3. Delivery Delay
Report Conditions:
-
(1) Domestic shipping: Not received within 10 days of shipment.
-
(2) Cross-border: Not received within 30 days of shipment.
Compensation: Fixed $5.
Note:
Filing a delay claim does not conflict with future lost/damage claims. All payouts are subject to Seelʼs final review and approval.
Ⅲ. Key Claim Guidelines
Claim Deadlines
| Type | Deadline |
|---|---|
| Loss | Anytime once conditions are met |
| Damage | Within 7 days after receipt |
| Delay | Within 90 days after payment |
Note: For pre-orders exceeding 90 days, you may still contact Seel to file a claim, subject to review.
How to File a Claim
-
(1) You can access the Seel Resolution Center to submit a claim request from the policy confirmation email or go to https://resolve.seel.com
-
(2) Submit an “Issue” report
-
(3) Select product(s), upload required documents
-
(4) Wait for review
Ⅳ. FAQs
Q: Can I buy protection after placing the order?
A: No, it must be purchased at checkout.
Q: Can I get a refund for the service?
A: Not after shipment (service becomes active once shipped). Refunds are only possible before shipment via customer service.
Q: If I already claimed for delay, can I still claim for loss/damage later?
A: Yes! Delay claims do not affect loss/damage claims.
Q: Are there any other additional services for orders?
A: We will soon launch extended warranty insurance and worry-free return insurance, so kindly stay tuned!
Take Action Now
Eligible? Click here to file a claim → https://resolution.seel.com
More questions? Contact: support@seel.com
Ⅴ. Notes
-
Acasis’s customer service can assist with claim communications if needed (e.g. providing tracking numbers, following up claim progress).
-
Contact Acasis support for:
-
(1) Logistics status inquiries
-
(2) Help submitting claim materials
-
(3) Non-claim issues (e.g. product quality, usage questions)
-
Acasis support: support@acasis.com
Note: The same issue on the same order cannot be claimed with both Seel and Acasis.