Carefree Delivery Plan

I. Service Description

📦 What is the parcel protection service?

Seel is DonnerMusic's official logistics insurance partner. If you choose the protection service when placing your order, you will benefit from triple protection against loss, damage, and delays (hereinafter referred to as "protection service").

❗ Important purchase rules

✅ Must be purchased when placing the order. Not available after shipment.
✅ Takes effect immediately upon shipment. Non-refundable once activated.
✅ Cancellation is only possible before shipment, by contacting customer service.

Covered regions: Germany, France, Spain, Italy.

II. Coverage Scope & Compensation Rules

🔍 1. Parcel Loss

Question: When is a parcel considered lost?

Domestic orders: Not received / no tracking update > 30 days after shipment
International orders: Not received / no tracking update > 60 days after shipment

If the tracking status explicitly states "lost", a compensation claim can be filed immediately.

Tip: Domestic = origin and destination in the same country. International = different countries.

Question: What evidence is required for loss? (At least one of the following):

✅ Official loss certificate from the courier company
✅ Surveillance video proving non-delivery
✅ Written certificate from an independent authority
✅ Police report

Compensation: Full refund of the order value (excluding shipping costs / insurance fees).

📦 2. Parcel Damage

Question: What types of damage are covered?

Product damage caused by logistics within 7 days of receipt.

Required evidence:

✅ Clear photos of the damaged external packaging
✅ Detail photos of the damaged product(s)

Compensation: Seel assesses the severity, up to the full order value (excluding shipping costs / insurance fees). If the proposed amount does not meet your expectations, you can continue negotiations with Seel on the claim page.

⏳ 3. Delivery Delay

Question: When is a claim for delay valid?

Domestic: Not delivered within 10 days of shipment
International: Not delivered within 30 days of shipment

Compensation: Fixed amount of 5 EUR.

Question: If I have already filed a claim for delay, can I then file a claim for loss or damage?

✅ Yes! Claims for delay do not affect your rights to file claims for loss or damage.

III. Important Rules for Claims

⏰ Deadlines for Claims

Type	Deadline
Loss	Anytime, as soon as conditions are met
Damage	Within 7 days of receipt
Delay	Within 90 days of payment

Note: For pre-orders exceeding 90 days, you can still contact Seel to file a claim – this is subject to verification.

📝 How to file a claim

Go to https://resolve.seel.com
File a "problem" report
Select the product(s), upload necessary documents
Await verification

IV. Frequently Asked Questions (FAQ)

Question: Can I purchase protection after ordering?

🚫 No, it must be purchased at the time of checkout.

Question: Can I get a refund for the service?

🚫 No after shipment (service becomes active upon shipment).
✅ Refunds are only possible before shipment, via customer service.

Question: If I have already filed a claim for delay, can I then file a claim for loss or damage?

✅ Yes! Claims for delay do not affect claims for loss or damage.

💡 Important information for reception

Check the parcel upon delivery! Refuse it if damaged and take photos.
Keep the shipping label and unboxing video as proof.

⏳ Act now

Eligible? Click here to file a claim → File now

Other questions? Contact: support@seel.com

V. Notes

The DonnerMusic customer service team can assist with compensation-related communications, if necessary (e.g., providing tracking number, tracking claim progress).

Contact DonnerMusic support for: