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Worry-Free Purchase FAQs


 

What if my packages are lost, damaged, or delayed?

Our Store offers the Worry-Free Purchase service buying option on the cart and  check-out page. 

In what kind of conditions can I apply for the claim?

Lost:

  1. I haven't received my packages even though it shows "Delivered".
  2. My packages are stolen.
  3. I haven't received it for over 30 days.

Damage:

The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

Delay:

Not delivered after the 10 days following order fulfillment.

Where to apply for the claim?

1 - The Tracking Page

2 - The Policy confirmation email sent by Seel

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What should I do after I applied for the claim?

Seel will process your application within 2 business day and if there is no response within that time, feel free to contact us via support@chitaliving.com.

Supporting docs required to qualify for a claim

Supporting docs required for a claim of damage:

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of the damage. To file and qualify for a claim of damage, 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.

Supporting docs required for a claim of loss

a. If the shipment is marked by the carrier "lost", or "in transit" scan 30 days after shipment, you don’t need to provide any additional proof, however, there is a claims payout limit of $200. The actual claim amount will be assessed based on the specific circumstances.

b. If the shipment has shown a "delivery" scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need 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

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.

Supporting docs required for a claim of delay:

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.

Payout options

Seel supports payout in one of the following four options:

  1. PayPal: Supports multi-currency transfers. Funds arrive instantly once the claim is approved.
  2. Venmo: Supports USD transfers, funds arrive instantly once the claim is approved.
  3. Direct deposit: Supports USD transfers via US bank account ACH transfer, takes 1-3 business days to arrive. This option is only available for transactions in USD.

Can I cancel my Worry-Free Purchase?

You may be able to cancel your Worry-Free Purchase, depending on the specific circumstances. Here’s how:

  1. Canceling your entire order: If you cancel your entire order before it ships, your Worry-Free Purchase will be automatically canceled, too. No further action is needed.
  2. Canceling only Worry-Free Purchase: If you want to cancel only the Worry-Free Purchase (and keep the rest of your order), you must contact Chita Living via support@chitaliving.com before your order ships. We'll take care of refunding you for the Worry-Free Purchase.
  3. After shipment: Once your order has shipped, the Worry-Free Purchase coverage is active, and it cannot be canceled or refunded.

Important Note: This cancellation policy applies only to the Worry-Free Purchase. For information about canceling or returning items in your order, please see our Return Policy.

What if I have any further questions about applying the claim?

You can reach out to support@seel.com for more details.