How Does Delivery Protection or Insurance Work?

Quick Answer

Delivery protection (sometimes shown at checkout as Worry-Free Purchase or provided through Seel) is optional coverage that adds extra peace of mind for your order. It is designed to help with shipping-related issues such as a lost package, a package that never arrives, or one that is marked delivered but not received.

If your order has this protection and something goes wrong in transit, the usual first step is to start a claim with the protection provider. If you need help finding your policy, completing a claim, or your situation isn't covered, our Customer Care team can guide you.

What does delivery protection cover?

Delivery protection is intended for problems that happen during shipping. Based on how it's typically applied, it can help with situations such as:

A package that is lost in transit
A package that hasn't arrived within the expected timeframe
A package marked as delivered that you didn't actually receive
Items that arrive damaged or defective

It is not a substitute for our standard return policy. If you simply changed your mind, or the issue is about size, fit, color, or style preference, that is handled as a regular return rather than a protection claim. You'll find the details in our Returns & Exchanges articles.

How do I file a delivery protection claim?

If your order included protection, the claim is usually started directly with the protection provider:

Check the email inbox you used to place the order for the protection or insurance policy email (for example, from Seel).
Open that email and select the option to report an issue, then follow the link to the claims center.
Submit your claim and describe what happened, including any details or photos requested.

Keep your order number handy in case it's needed, along with any reference ID the provider gives you.

What if my package is marked delivered but I didn't receive it?

If tracking shows your package as delivered but it isn't in hand, it's worth a few quick checks first: look around your property, ask household members or neighbors, and check any safe-drop locations the carrier may use. Contacting the carrier directly with your tracking number can also surface more detail about where and when it was left.

If it still can't be found and your order has delivery protection, submit a lost-or-not-received claim through the protection provider. If you need help, contact our Customer Care team via live chat or the Contact Us page and we'll point you in the right direction.

What should I do if I have trouble with a claim?

If the protection provider's response is unclear, or you're having trouble completing or accessing the claim, our team is happy to help. When you reach out, it's useful to include screenshots of your communication with the provider so we can review the situation and, where possible, advocate on your behalf.

Was delivery protection added to my order, and can I remove it?

Delivery protection is optional, though it may be presented or pre-selected at checkout. If you'd prefer not to include it, look for the option to remove or deselect it before completing your purchase. If you're unsure whether your order included protection, contact our Customer Care team with your order number and we'll confirm.

In what situations should I contact Customer Care?

Please reach out to our Customer Care team via live chat or the Contact Us page if:

Your tracking hasn't updated for several days and you'd like the order reviewed
Your package is marked delivered but you didn't receive it
You can't find your protection policy email or access the claims center
The protection provider's response is unclear or you think there's a problem with your claim
You're unsure whether your order included delivery protection
Your item arrived damaged, defective, or incorrect and you're not sure how to proceed

When contacting us about a claim, please include your order number and any screenshots of your communication with the protection provider.