We have partnered with ParcelPanel to offer enhanced protection for your orders. This service ensures that your purchase is covered against loss, damage, or theft during transit, providing peace of mind from the moment your package leaves our warehouse until it reaches your doorstep.
How to Use ParcelPanel Package Protection
- Selecting ParcelPanel Protection: During checkout, simply select the ParcelPanel Package Protection option. The service cost will be automatically calculated based on your order value and added to your total. This small investment ensures your order is covered throughout its journey.
- Benefits of ParcelPanel Protection: With ParcelPanel Package Protection, your order is safeguarded against unexpected issues such as loss, damage, or theft. If anything happens to your package while in transit, you can file a claim and receive a replacement or a refund, making it a hassle-free experience.
- Filing a Claim: If you encounter any issues with your protected order, you can easily file a claim through ParcelPanel Claims Page. You will need your order number and proof of loss or damage, such as photos or tracking information.
- Quick and Easy Resolution: Once your claim is submitted, ParcelPanel will review it and provide a resolution, usually within a few business days. This could include a replacement order, a refund, or credit towards a future purchase.
What does Shipping Protection cover?
Shipping Protection covers package loss, damage, and theft that meet the following criteria.
- Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).
- Theft: Packages marked “delivered” yet not received are considered a “theft,” though this may be due to some mishaps that are not criminal in nature. To qualify as a case of theft, supporting documents, such as a police report, may be required. The compensation for a verified case of theft is the value paid for the purchased item(s).
- 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 is up to the value paid for the purchased item(s).
Note: Total compensation for one Shipping Protection coverage is up to the value actually paid for the item(s).
How does Shipping Protection resolve your shipping issues?
Here’s the customer experience of Shipping Protection:
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Shopper places an order with Shipping Protection selected.
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Shopper receives an email with coverage details and instructions on how to report an issue.
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If the package is damaged, lost during transit, or delayed, the shopper can report the issue via the Seel Claim Portal.
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Seel assesses the issue using policy rules and guidelines to determine eligibility for a payout.
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If eligible, a refund is issued automatically via a prepaid credit card sent by email. If not eligible, the shopper receives an email with the denial and the reason.
Service Terms and Conditions
1. Coverage
1.1. Scope of Coverage: ParcelPanel Package Protection covers orders that are lost, damaged, or stolen during transit from the warehouse to the specified delivery address provided by the customer at checkout.
1.2. Requirements for Coverage: ParcelPanel Package Protection must be selected and paid for during the checkout process. Orders without this selection are not eligible for protection under these terms.
1.3. Restrictions: Coverage does not extend to orders shipped to countries subject to U.S. sanctions. For a full list of restricted destinations, please refer to the U.S. Treasury's Office of Foreign Assets Control (OFAC) Sanctions List (*).
2. Filing a Claim
2.1. Filing Procedure: Claims must be submitted through the ParcelPanel Claims Page. Required information includes the order number, proof of loss or damage, and any additional documentation requested.
2.2. Timeframes for Filing:
For reporting an issue, please be aware of the following conditions and requirements:
For reporting an issue, please be aware of the following conditions and requirements:
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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 but not received by customer, must be reported within 7 days from the time the carrier’s information is updated to “delivered”.
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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”.
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Issues of delay, where the package is delivered, must not be reported sooner than 10 days after the order fulfillment date for domestic shipments and 30 days for international shipments.
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All issues must be reported within 90 days of the order date.
2.3. Claim Review and Resolution: ParcelPanel will review the information provided and determine the appropriate resolution, which may include a replacement order, a refund, or a credit, depending on the circumstances of the claim.
3. International Coverage
3.1. Availability: ParcelPanel provides international coverage for shipments to most destinations. This includes protection for lost, damaged, or stolen items during transit, subject to each shipping carrier’s terms and conditions.
3.2. Exceptions: Orders shipped to countries subject to U.S. sanctions are not covered. For further information, refer to the OFAC Sanctions List (*).
3.3. International Claim Timeframes:
- Stolen Packages: Claims must be filed between 5 and 30 days from the date of delivery confirmation.
- Lost Packages: Claims must be filed between 20 and 30 days from the last tracking update if no movement is recorded.
- Damaged Packages: Claims must be filed within 30 days from the date of delivery, including appropriate documentation of the damage.
4. Customer Responsibilities
4.1. Accurate Information: Customers must provide complete and accurate shipping information at the time of purchase. Errors in delivery due to incorrect information provided by the customer are not covered.
4.2. Inspection and Reporting: Customers must inspect their packages upon delivery. Any visible damage should be reported immediately to the delivery carrier and through the ParcelPanel Resolve Center.
4.3. Supporting Documentation: To process claims, customers must provide supporting documentation, including but not limited to photographs of the damaged items, packaging, and shipping labels. Incomplete or insufficient documentation may result in the denial of the claim.
5. Exclusions
5.1. Incorrect Address: Orders shipped to incorrect or incomplete addresses due to customer error are not covered by ParcelPanel Package Protection.
5.2. Post-Delivery Issues: Loss or damage occurring after the package has been delivered and confirmed by the carrier is not covered, including but not limited to theft from the delivery location.
5.3. Customs and Law Enforcement: ParcelPanel does not cover items delayed in customs due to incomplete paperwork, unpaid fees, or items seized by law enforcement agencies. Customers are responsible for ensuring compliance with all local laws and regulations regarding their orders.
6. Fees and Refunds
6.1. Non-Refundable Fees: Once an order has been shipped, the ParcelPanel Package Protection fee is non-refundable. This fee covers the cost of protection and administrative handling.
6.2. Refunds for Sanctioned Destinations: If an order is shipped to a country under U.S. sanctions, the ParcelPanel protection fee may be refunded upon request, as the order itself will not be covered.
7. Carrier Delays
7.1. Excluded from Coverage: ParcelPanel does not cover delays caused by the shipping carrier, including but not limited to inclement weather, logistical issues, or carrier strikes. For information on handling such issues, please refer to our Shipping Policy.
8. Unforeseen Events
8.1. Exclusions for Unforeseen Events: ParcelPanel and the shipper are not liable for delays or issues resulting from events beyond reasonable control, including but not limited to natural disasters, wars, acts of terrorism, or governmental actions.
9. Customer Support
9.1. Contact Information: For assistance with ParcelPanel Package Protection claims or other inquiries, customers can contact our customer support:
Email: info@fillerlux-usa.com
United States Hotline: 1-888-580-0508
United Kingdom Hotline: +44 20 3868 4994
10. Agreement
10.1. Acceptance of Terms: By selecting ParcelPanel Package Protection at checkout, customers agree to the terms outlined in this policy and our Shipping Policy.