📱 What is Worry-Free Delivery by Seel, and what if I don't choose it?

We want you to have total peace of mind. Here is how your shipment is protected based on your choice:

Standard Protection (Included for Free): If you don't purchase Seel, you are still covered. If your package goes missing or arrives damaged, our customer service team will work with the courier to track it down or issue a resolution. Please note that courier investigations typically take 7-14 business days to resolve.

Worry-Free Delivery (Premium Upgrade via Seel): This is an optional, third-party service for those who want immediate resolution. If your package is lost, damaged, or delayed in transit, Seel will approve your compensation (refund or replacement) as quickly as possible, without waiting for the courier's lengthy investigation.

😖 What if my Jackery order is lost, damaged, or delayed?

At checkout, Jackery offers Worry-Free Delivery (WFD), an optional shipping protection service provided by Seel. For a small fee added at checkout, WFD covers your order against loss, damage, and delivery delays in transit, and lets you resolve the issue quickly online — without waiting on a carrier claim or going back and forth with customer support. This page explains what WFD covers, which countries are currently eligible, and exactly how to file and track a claim.

📦 Under what cases can I apply for compensation?

❓Lost packages

  • Tracking shows the package as “delivered,” but it was never received.
  • The package was delivered and then stolen.
  • No delivery scan has been recorded for 30 days (60 days for international shipments).

🩹 Damaged packages

  • The product arrives unusable — clearly cracked, shattered, bent (if not designed to flex), crushed, or otherwise damaged in transit.

*Payout is based on the evaluation of the damage, up to 100% of the purchased value, depending on how it affects usability. Cosmetic damage to outer packaging that does not affect the product, and pre-existing defects unrelated to shipping, are not covered.

🕗 Delayed packages

  • Domestic shipments: considered delayed if not delivered within 10 days of order fulfilment.


📦 Required Documents?

❓Lost packages

  • If the carrier marks the shipment “lost,” or there is no delivery scan 30 days after shipment, no additional documents are required.
  • If the shipment shows as “delivered” but was not received: first check around your property, with neighbours, or at a mail hub or reception desk. If it still cannot be located, one of the following may be requested: a police report, security camera footage, a letter from the carrier.

🩹 Damaged packages

To evaluate the nature, cause, and extent of shipping damage, please provide:
  • Clear photo(s) of the outer carrier packaging and the product's retail packaging.
  • Clear photo(s) showing how the item is damaged.

The quality and completeness of your photos directly affects the speed and outcome of the evaluation — please include enough detail to clearly show the damage.

🕗 Delayed packages

No supporting documents are needed. Delay claims are assessed automatically using the carrier's tracking information for your order.

📍 Where to apply for the claim?

You can submit a claim request through the Seel Resolution Center via either of the following options:
  1. The tracking page in-store
  2. The policy confirmation email sent by Seel

👇🏻 How to file a claim?

If your order is lost, damaged, or delayed, you can open a claim through the Seel Resolution Center in either of two ways:
  1. Follow the link in the Worry-Free Delivery policy confirmation email sent by Seel at the time of purchase.
  2. Go directly to resolve.seel.com, enter your email address and your order number or cover ID, and follow the on-screen instructions for your specific issue.

Most claims can be filed in a few minutes and are reviewed automatically or by a claims specialist, depending on the issue type.

⏳How long can get payout after I submit a claim?

Seel reviews and processes claims within 48 hours of submission.

If you haven't heard back after 48 hours, please reach out to Jackery Customer Support for an update.

Once a claim is approved, Seel issues payment using one of the following methods:
1. PayPal - supports multi-currency transfers ; funds typically arrive instantly once the claim is approved.
2.Bank transfer - available in supported markets; transfer times vary by bank, typically 1–3 business days.

*Available payout methods and currencies may vary slightly by country. Seel will confirm the options available for your claim during the resolution process.

🗙 Cancelling and refunding Worry-Free Delivery

If you no longer need WFD coverage on an order, you can cancel and receive a refund of the protection fee: Before the order enters the shipping stage, you may contact Jackery Customer Support or Seel to request cancellation.
  • *Once an order enters the shipping stage, the service can no longer be cancelled.
  • *Once an order has shipped, the protection fee is generally non-refundable, as coverage is already in effect for that shipment.

❔ Still have Questions?

  • For questions about coverage, eligibility, or the checkout process, contact Jackery Customer Support at hello.eu@jackery.com.
  • For questions about an existing claim, contact Seel Support directly at support@seel.com.
    This page is a general summary of Worry-Free Delivery coverage and claims handling for Jackery EU online store (eu.jackery.com). Full policy terms, eligibility, and payout details are confirmed at checkout and in the Seel policy confirmation email issued with each covered order.