Worry-Free Purchase at Dreame – FAQ

1. Is Worry-Free Purchase Necessary?

Worry-Free Purchase is an optional extra that helps protect your order in case it gets lost, stolen, or damaged during shipping. You’re welcome to remove it from your cart at checkout if you decide you don’t need it.

2. Can I Cancel My Worry-Free Purchase Protection If It Was Added by Mistake?

Yes, if Worry-Free Purchase protection was inadvertently included in your order, you may request a cancellation within a limited time window.

Upon completing your purchase, a confirmation email from Seel regarding your Worry-Free Purchase protection will be sent to the email address associated with your order. You have 24 hours from the receipt of this email to cancel the protection by clicking the cancellation link provided in the message.

Important: If your order has not been shipped within 24 hours, you are eligible to request a cancellation. You may contact either the merchant's customer service or Seel support to initiate the cancellation process.

3. What Should I Do If My Package Is Lost, Damaged, or Delayed?

To better protect your order during transit, we offer an optional Worry-Free Purchase service at checkout. This protection covers incidents such as loss, damage, or shipping delays.

Please note that Worry-Free Purchase is currently available only for orders shipped within Canada.

If you purchased this service and experience any shipping issues, you’ll be eligible to file a claim in accordance with the coverage terms provided at checkout.

4. How To File A Claim？

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. 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 mailto:support@seel.com.

5. What Supporting Documents Are Required to Submit a Claim?

To ensure a smooth and fair claims process, certain types of claims require specific supporting documentation. Please refer to the information below to understand what is needed for each claim type.

Claims for Damaged Items

If your item(s) were damaged during transit, we require documentation to help us assess the extent and cause of the damage. Please provide the following:

Clear photos of the outer shipping box and the internal product packaging
Clear photos showing the damage to the item(s)

Please note: Cosmetic damage to packaging that does not affect the usability of the item(s), or defects that existed prior to shipping, are not covered.

The compensation amount for damage claims may be up to 100% of the item’s purchase value, depending on the impact of the damage on the product’s function.

Claims for Lost Packages

Loss claims fall into two scenarios:

a. Shipment marked as “Lost” or not delivered within 30 days (domestic) No additional documents are required. Your claim will be automatically validated based on carrier tracking data.

b. Shipment marked as “Delivered” but not received Please check with neighbors or your local delivery hub first. If the package is still missing, we may request one of the following supporting documents:

Police report
Security camera footage
Official letter from the carrier
Statement from a property manager, leasing office, or other relevant authority

6. Is There A Time Limit For Reporting Issues?

To ensure timely support and eligibility for coverage, please adhere to the following reporting timelines:

Lost Packages (Undelivered):

• For domestic shipments, issues can be reported no earlier than 30 days after the shipment date.

• For international shipments, reporting is allowed after 60 days from the shipment date.

Damaged Items:

• Must be reported within 7 days from the date of delivery.

Stolen Packages (After Delivery):

• Must be reported within 7 days from the date of delivery.

7. When Will I Receive My Worry-Free Purchase Payout?

Once your claim has been reviewed and approved, you'll be prompted to select your preferred payout method. Estimated processing times for each method are as follows:

Bank Transfer: Funds will typically arrive within 1–3 business days after claim approval.

PayPal: Funds are usually transferred within 24h-48h after approval.

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