What if my packages are lost, damaged, or delayed?
Our store offers the Worry-Free Purchase service buying option on the cart page. Currently, it is only available for the following eight countries: US, CA, AU, NZL, FR, UK, NL, DE.
Cancelling and Refunding Purchase Protection
If you no longer require Seel Worry-Free Purchase protection, you can cancel in the following ways and receive a refund:
- Within 24 hours: Simply click the cancel link in the Worry-Free Purchase confirmation email.
- After 24 hours: Please contact us at info@biqu.equipment to request a special refund.
In what conditions can I apply for the claim?
The following situations can be covered by the Worry-Free Purchase:
Seel will provide you with compensation for the value of the goods if the following occurs:
- Domestic orders: The package is not delivered within 30 natural days after dispatch.
- International orders: The package is not delivered within 60 natural days after dispatch.
If the package is marked as “lost” by the carrier, no additional proof is required. If the package is marked as “delivered” but not received, further documentation such as a police report or security footage may be required. If this situation occurs more than once, supporting documents will be required.
Seel will provide you with compensation for the value of the goods if the following occurs:
- Domestic orders: The items received are obviously broken or damaged to the point where they cannot be used.
- International orders: The items received are obviously broken or damaged to the point where they cannot be used.
The evaluation will determine the amount, and compensation may cover up to 100% of the purchased value, depending on the severity of the damage. Cosmetic damages such as scratches, dents, and packaging errors are not covered under this policy. Clear photos of the damaged product and packaging must be provided as proof.
Seel will provide you with a $5 compensation if the following occurs:
- Domestic orders: Delivery is not completed within 10 natural days after shipment.
- International orders: Delivery is not completed within 30 natural days after shipment.
Where to apply for the claim?
You can access the Seel Resolution Center to submit a claim request from the following three approaches.
What should I do after I applied for the claim?
Seel will process your application within 48 hours. If there is no response within that time, feel free to contact us via info@biqu.equipment.
Supporting Documents Required to Qualify for a Claim
- Clear photo(s) of the carrier packaging and product package
- 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.
- If the shipment is marked by the carrier as "lost" or "delivery" scan 30 days after shipment, you don't need to provide any additional proof.
- If the shipment has shown a "delivery" scan but was not received, we may need one of the following as supporting documentation to qualify for a claim of loss:
- Police report
- Security footage
- Carrier letter
- Written documentation from an authority or leasing office detailing the situation
For scenario "b", if this is the first occurrence of such a situation with your package, Seel will provide compensation without requiring any supporting documents. However, if the same situation occurs again, supporting documents will be mandatory.
No supporting documents are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.
What happens after I submit the claim?
Once your claim is submitted, Seel will review it within 48 hours. You will receive updates regarding the status of your claim, and compensation will be processed accordingly. If you have not received a response within this timeframe, please feel free to reach out to Seel at 17support@seel.com.
Important Notes
Please ensure that your shipping address is correct and that the delivery location is accessible. If any issues arise with the delivery, such as incorrect address information or inaccessible delivery locations, compensation may be affected. In case of loss or damage, we encourage you to submit your claim as soon as possible to expedite the resolution process.
We take pride in providing a hassle-free shopping experience. Our Worry-Free Purchase protection ensures that your purchases are protected from unexpected shipping issues, giving you peace of mind.