Shipping Protection is a value-added service provided by Seel. It covers delayed, damaged, and lost items. Please see the details of Shipping Protection as following:
1. Shipping Protection is only applicable to DHgate's official express services, namely:
DHLink Express-DHL;
DHLink Express-UPS;
DHLink Express-Fedex;
DHLink Express Shipping;
2. Shipping Protection is a value-added shipping protection service provided by Seel, partner of DHgate. It covers package loss, damage, and delay in transit.
3. Where to buy?
Users can choose to purchase a Shipping Protection policy in the tracking page at DHgate.com.
4. When can I file a claim with Shipping Protection, and how much can I get for compensation?
● Delay
International packages not delivered before the 20th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD.
● Loss
International packages not delivered before the 30th day following order fulfillment are considered lost. The compensation for lost packages is the actual value paid for the purchased item(s). The exact amount shall be subject to the amount specified in your specific Shipping Protection policy.Any shipment that displays a "delivery" scan but is not received by the customer is deemed a case of "porch piracy," which falls under the category of loss. However, additional supporting documentation may be necessary to determine eligibility for compensation.
● Damage
Shipping Protection covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items depends on the extent to which the damage affects usability. Actual compensation amount is up to the actual value paid for the purchased item(s). The exact amount shall be subject to the amount specified in your specific Shipping Protection policy.
● Carbon Offset
Shipping Protection also includes carbon offsets for carbon emissions produced within the recipient’s destination country, which ensures a more environmentally responsible shipping process.* Total compensation for one cover is up to the value actually paid for the item(s).
5. How does Shipping Protection resolve my issues?
When covered issues arise, shoppers can easily have them resolved at Seel Resolution Center.
To qualify for a payout, shoppers need to follow the issue reporting requirements:
1) Issues of loss, where the package is “not delivered” as per the carrier’s information, must be reported within 90 days after the order date. Case of “porch piracy”, however, where the package is “delivered” according to carrier, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
2) Issues of damage, where the package is delivered, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
3) Issues of delay, where the package is delivered, must not be reported sooner than 20 days for international shipments. All issues must be reported within 90 days of the order date.
Shoppers can access Seel Resolution Center to resolve their package issues from the Tracking Page at DHgate.com.
6. What Support Docs are required for an eligible payout under Shipping Protection?
● Damage:
· Clear photo(s) of the carrier packaging and product package (if applicable)
· Clear photo(s) of how the item(s) are damaged
● Loss:
· If carrier’s information shows the package is lost, no additional docs are required
· If the package is shown “delivered” but not received (porch piracy), we require one of the following as the support doc:
- Police Report
- Security Footage
- Carrier Letter
- Written documentation from an authority/leasing office detailing the incident
● Delay:
Delay of package is determined by carrier’s information. No additional docs are required from shoppers.
7. Where do I file a claim with Shipping Protection? And how do I receive my payout:
Shoppers can access Seel Resolution Center to resolve their package issues from the Tracking Page at DHgate.com.
Shoppers can choose to receive their payouts in one of the four ways:
- PayPal: supports payment in multiple currencies; instant transfer;
- Venmo: only supports payment in USD; instant transfer;
- Direct deposit: supports payments in USD through US bank account ACH transfer. The funds typically take 1 to 3 business days to be received. Only available when the currency is USD;
- Tremendous Virtual VISA card