Worry-Free Delivery Protection

At Phomemo we partner with Seel to offer you Worry-Free Delivery Protection, giving you peace of mind for every order.

How to Add Worry-Free Delivery

You’ll see the Worry-Free Delivery option and its cost in the pop-up window after adding a product to your cart, as well as in your shopping cart. Simply select the “Worry-Free Delivery” option before completing your purchase. A small additional fee ensures your order is fully protected.

*Please note that the Worry-Free Delivery service is only available for orders shipping to the US, Canada, UK, France, Germany, Australia, and New Zealand.

What’s Covered

If you have purchased Worry-Free Delivery, you may file a claim under the following circumstances:

Lost in Transit:

  1. I haven't received my packages even though it shows "Delivered".
  2.  My packages are stolen.
  3. My packages were lost in transit.
  4. I haven't received it for over 60 days.

Damage:

Item Damaged in Transit:  The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.

Delay:

Not delivered after the 30th day following order fulfillment are considered lost.

Where to apply for the claim? 

1. If you need to file a claim, please checking the mailbox you used to place the order and look for a policy email from Seel. This email contains your policy ID and the covered items. Click on the "Report an issue" button in the email to access your claims center, then follow the instructions based on the specific issue you encountered.

2. If you are unable to open the link in the email, you can also visit https://resolution.seel.com, enter your email and order number or policy ID, and follow the instructions based on your specific issue. If you have any questions, please feel free to contact: support@seel.com.  

Time Limit for Filing a Claim

Lost in Transit & Damage :

  1. If the package shows as delivered, you must file a claim within 7 days of the delivery scan.
  2. If the package is never marked as delivered, there is no time limit for filing a claim.

Delay:

If a package is not delivered within 30 days after order fulfillment, you must file a claim within 90 days of the order date.

What should I do after I applied for the claim?

Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via support@phomemo.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:

  •  If the shipment is marked by the carrier "lost", or does not receive a "delivery" scan within 60 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 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

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.

Additional Coverage Notes for Worry-Free Delivery

To ensure transparency and manage expectations, please review the following scenarios and how Worry-Free Delivery (Shipping Protection) applies:

Multi-Package Shipments:

If your order is split into multiple packages and one gets lost or damaged, the coverage only applies to that specific package based on its value—not the full order. Seel will refund only the affected part, and we’ll re-ship the item when possible without waiting for the claim to be processed.

Shipping Insurance Abuse:

If a customer repeatedly makes false claims or intentionally damages items to get compensation, we may block their account, require strong proof like unboxing videos or police reports, and add them to a blacklist to prevent further abuse. We also share suspicious activity with third-party platforms to help stop cross-platform fraud. 

Gifts and Promotional Items:  

Gifts and promotional items are not covered by shipping insurance. If a gift is damaged in transit, we won’t provide compensation, but you’re welcome to contact customer service for support. In some cases, we may offer a small goodwill gesture, like a coupon, to keep you satisfied.

Refund Methods

  1. PayPal: Supports multi-currency transfers. Once your claim is approved, the refund will be processed within 1-2 business days.
  2. Credit/Debit Card: After approval, the refund may take 7-8 business days to arrive. Thank you for your patience.
  3. Venmo: Supports USD transfers, funds arrive instantly once the claim is approved.

For more information, please visit Seel’s policy page: https://www.seel.com/terms/worry-free-purchase