Worry-Free Purchase Protection

What Is Worry-Free Purchase Protection?

Worry-Free Purchase Protection is an optional service designed to give you extra peace of mind during shipping.
If something unexpected happens to your order while it’s in transit, this protection helps ensure you’re not left dealing with the loss alone.

With this coverage, you may be eligible for compensation in the following situations:

  • Lost packages

  • Damaged items

  • Shipping delays

This service is provided and managed by Seel, an independent purchase protection provider.

What Does It Cover?

1. Lost Packages

You can apply for a claim if:

  • Your package shows “Delivered” but you did not receive it

  • Your package has not arrived within the covered time frame

  • Your package is confirmed as lost by the carrier

Delivery time rules:

  • U.S. orders: Not delivered 10 days after order fulfillment may be considered lost

  • International orders: Not delivered 30 days after order fulfillment may be considered lost

2. Damaged Items

If your product arrives damaged and is no longer usable — for example:

  • Cracked or shattered

  • Bent (if not designed to bend)

  • Crushed or severely broken

You may submit a damage claim.

⚠️ Please note:
Cosmetic damage to the outer packaging that does not affect the product itself, or manufacturing defects that existed before shipping, are not covered.

3. Shipping Delays

If your package is significantly delayed beyond the covered delivery window, you may be eligible for a delay claim.
Delay claims are automatically evaluated based on tracking information — no extra documents are required.

How Do I File a Claim?

All claims must be submitted through the Seel Resolution Center.

You can access it in any of the following ways:

  1. From the policy confirmation email sent by Seel

  2. Directly via the Seel Resolution Center:
    👉 https://resolution.seel.com

Simply enter your email and order number (or policy ID) and follow the on-screen instructions.

What Happens After I Submit a Claim?

  • Seel will review your claim within 48 hours

  • If your claim is approved, you’ll be asked to choose a payout method

  • If you do not receive a response within 48 hours, you may contact us at
    📩 support@petpivot.com and we’ll assist you

Required Supporting Documents

For Damaged Item Claims

Please provide:

  • Clear photos of the outer shipping box and inner packaging

  • Clear photos showing the damaged item(s)

The compensation amount is based on the severity of the damage and may be up to 100% of the product’s purchase value.

For Lost Package Claims

Scenario A — Carrier confirms loss or no delivery after the covered time window
No additional documents are required. The claim will be verified automatically using tracking data.

Scenario B — Package marked “Delivered” but not received
Please first check with neighbors or your local delivery hub.
If the package is still missing, Seel may request one of the following:

  • Police report

  • Security camera footage

  • Official carrier letter

  • Written confirmation from a property manager or leasing office

📌 If this is the first occurrence, Seel may compensate without requiring documents. For repeated cases, documentation will be required.

For Delay Claims

No documents are required. Claims are evaluated automatically based on tracking information.

Payout Methods

Once your claim is approved, you may choose one of the following payout options:

  • PayPal — Instant transfer, supports multiple currencies

  • Venmo — Instant transfer (USD only)

  • Direct Deposit (ACH) — USD only, arrives in 1–3 business days

Cancelling & Refunding Worry-Free Purchase Protection

If you decide you no longer need Worry-Free Purchase Protection, please review the rules below carefully:

✔ Within 24 Hours

You can cancel the protection within 24 hours by clicking the cancellation link in the confirmation email from Seel.

✔ After 24 Hours — Order Not Shipped

If more than 24 hours have passed and your order has NOT been shipped, you may still request a cancellation by contacting us at:
📩 support@petpivot.com

✖ After Shipment

If your order has already been shipped, the Worry-Free Purchase Protection can no longer be canceled or refunded.

Frequently Asked Questions

Is Worry-Free Purchase Protection required?
No. This service is completely optional and can be removed at checkout.

What if I added it by mistake?
You may cancel within 24 hours using the link in your Seel confirmation email.
If the order has not shipped, you may also contact support@petpivot.com for assistance.

Who handles claims?
All claims are processed by Seel through their Resolution Center.

Contact Us

If you have any questions or need help, feel free to reach out:

📧 Support Email: support@petpivot.com
🔗 Claims Portal: https://resolution.seel.com