Shipping Protection Policy

We offer shipping protection for your package at a minimal cost. By investing just a few dollars, you can ensure your package is safeguarded. In the event of delays, damage, or loss during transit, you can effortlessly apply for compensation, a replacement, or a full refund in just a few simple steps.

What if my packages are lost, damaged, or delayed?

If you bought the Green Shipping Protection service when you placed the order in our store, you can directly submit a claim request by following the steps below.
If you haven't bought this service before, please contact us at service@yosudabikes.com

In what kind of conditions can I file a claim?

Lost

Situation 1. I haven't received my packages even though the tracking info shows "Delivered”.

Situation 2. My packages are stolen.

Situation 3. I haven't received it for over 30 days.

Demage

The products are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc.,

Delay

For domestic packages not delivered before the 10th day following order fulfillment.
For international packages not delivered before 30th day following order fulfillment are considered lost."

Where to file a claim

You can file a claim from either the shipping protection confirmation email, delivery notification email or the Resolution Center.

  • Shipping Protection Confirmation Email
    You will receive an email from our shipping protection team Seel after placing the order. Please check your inbox and file a claim through this email. No need to fill any information. Just click and go ahead.
  • Delivery Notification Email
    You will receive an email from service@yosudabikes.com saying that your package has been delivered. You can also file a claim from here. No need to fill any information. Just click and go ahead.
  • Resolution Center
    You can also visit https://resolve.seel.com/17track to access the Resoltion Center. In that case, they will need to manually fill in their email address and Green Shipping Protectiono policy ID (or order ID) to log in the Resolution Center before they can file a claim.

Supporting docs required to qualify for a claim

Supporting docs required for a claim of Damage:

When the item(s) are damaged during transit, we need to evaluate the nature, cause, and impact of damage. To file and qualify for a claim of damage, the following supporting documents are required:
1）Clear photo(s) of the carrier packaging and product package (if applicable)
2）Clear photo(s) of how the item(s) are damaged
Here is an example:

The payout amount for damage is determined by the evaluation results, up to 100% of the purchased value, depending on how the damage affects the usability of item(s).
*Note that damage in packaging without affecting the item(s) inside, and clear pre- shipment item defects ( e.g., loose threads) are not covered. The supporting documents you provide will directly affect our evaluation. Please make sure to provide detailed evidence to facilitate your resolution process.

Supporting docs required for a claim of Loss:

a. If the shipment is marked by the carrier as "lost ", or domestic shipments that haven' t shown a "delivery " scan 30 days after shipment (or international shipment that hasn't shown "delivery" scan 60 days after shipment), you don't need to provide any additional proof.
b. If the shipment has shown a "delivery " scan, but was not received, we encourage you to look around in your neighborhood or mail hub first. If, however, you still can’t find your package, we might need one of the following as the supporting document to qualify for a claim of loss:
Police report
Security footage
Carrier letter
written documentation from an authority/leasing office detailing the incident
For scenario "b", if this is the first occurrence of such a situation with your package, Seel will provide compensation without requiring any supporting documents. However, if the same situation occurs again, supporting documents will be mandatory.

Supporting docs required for a claim of Delay:

No supporting docs are required for a claim of delay. Such cases will be automatically judged based on the tracking info of your package's tracking number.

Payout options

Seel supports payout in one of the following four options.

  1. PayPal: Supports multi currency transfers. Funds arrive instantly once the claim is approved.
  2. Venmo: Supports USD transfers, funds arrive instantly once the claim is approved
  3. Direct deposit: Supports USD transfers via US bank account ACH transfer, takes 1-3 business days to arrive. This option is only available for transactions in USD
  4. Tremendous: customers will receive their payout in the form of a virtual visa card.

Customers can choose how they'd like to receive their payout in the last step of claim submission.