Shipping Protection Policy
Seel Worry-Free Purchase Protection
Protect your order against shipping issues and enjoy hassle-free resolutions. Seel Worry-Free Purchase Protection offers peace of mind by covering your order against unforeseen shipping problems.
Shipping Protection Service Coverage
Loss: Not delivered within 15 days after shipment.（The 15-day period may be adjusted due to seasonal changes or logistics provider variations.）
Damage: Product arrives unusable due to being fractured, shattered, bent, or crushed during transit. Cosmetic damage or pre-existing defects are not covered.
Delay: Not delivered within 10 days after shipment.
Cancellation Policy
Within 24 hours: Use the cancellation link in your Seel confirmation email to receive a full refund.
After 24 hours: Contact our support team at officialstore@roborock.com for a special refund request. If your order has already been shipped, the shipping protection cannot be canceled.
Apply for the claim
You can access the Seel Resolution Center to submit a claim request from either the tracking page in-store or the policy confirmation email:
1 - The Tracking Page
2 - The Policy confirmation email sent by Seel
Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via officialstore@roborock.com.
Claim Submission Guidelines
Loss Claims:
Report if not delivered within 15 days.（The 15-day period may be adjusted due to seasonal changes or logistics provider variations.）
a. If the shipment is marked by the carrier "lost", or "delivery" scan 15 days（The 15-day period may be adjusted due to seasonal changes or logistics provider variations.) after shipment, you don’t need to provide any additional proof.
b. If the shipment has shown a "delivery" scan, but was not received, you may required 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
Damage Claims:
Report within 15 days of delivery.
When the item(s) are damaged during transit, you may required the following supporting documents are required:
1. Clear photo(s) of the carrier packaging and product package
2. Clear photo(s) of how the item(s) are damaged
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 the item(s). Note that damage in packaging without affecting the item(s) inside, and clear pre-shipment item defects 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.
Delay Claims:
Eligible after 10 days.
No documents required, tracking info will be used to assess.
Payout Options
Seel supports payout in one of the following four options:
PayPal: Multi-currency supported, funds arrive instantly.
Venmo: USD only, funds arrive instantly.
Direct Deposit: USD transfers via U.S. bank ACH, arrives in 1–3 business days.
Liability Statement
Responsibility for Purchasing Shipping Protection: Once you purchase the Shipping Protection service, any risks related to product damage or loss during shipping will be covered by Seel. We will assist you by providing necessary information, but the claims process will be handled by Seel.
The Shipping Protection information displayed on this page (including coverage, claims rules, and exclusions) is provided by Seel, which is solely responsible for its authenticity and accuracy.
Your actual benefits are subject to the official terms and conditions of the insurance contract and the provisions of the policy, which may differ from the information promoted on this page. If any discrepancies between the information provided by the insurance institution and the final policy terms result in disputes or losses, please assert your rights directly against the Seel.
Need Help?
For more information or assistance, contact Seel Support at support@seel.com.
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