Worry-Free Purchase Guarantee

Worry-Free Purchase & Delivery Protection FAQ

We want your riding experience to be completely worry-free from the moment you place your order. That’s why we partner with Seel to offer optional Worry-Free Purchase coverage at checkout, giving you total peace of mind against transit issues.

1. What is Worry-Free Purchase?

Worry-Free Purchase is a value-added delivery and package protection service powered by Seel. It guarantees instant resolution and compensation if your shipment experiences covered issues such as loss, damage during transit, or extreme delivery delays.

2. What specific issues are covered under this guarantee?

Depending on your order eligibility, Worry-Free Purchase protects your purchase against:

  • Transit Loss: Packages marked as lost in transit or un-updated tracking over an extended period.
  • Shipping Damage: Physical damage to the e-bike, frame, battery, or components incurred during transportation.
  • Stolen / Misdelivered Packages: Items marked as delivered by the carrier but missing from your doorstep.

3. How do I file a claim if my e-bike arrives damaged or is lost?

Filing a claim is quick and hassle-free:

  1. Visit the official Seel Resolution Center.
  2. Enter your Order Number and Email Address (as shown in your confirmation email).
  3. Select the issue (e.g., transit damage or package lost) and upload clear photos/video evidence if applicable.
  4. Submit your claim. Seel automatically processes eligible requests within 24–48 hours.

4. How long do I have to submit a protection claim?

To ensure swift processing, please report transit damage within 7 days of delivery, or lost/missing shipments within 30 days of the estimated delivery date.

5. Can I cancel or refund the Worry-Free Purchase service?

Worry-Free Purchase protection becomes active immediately once your package is dispatched from our warehouse. Therefore, the protection fee is non-refundable once the order has shipped.

6. What if I opted out of Worry-Free Purchase at checkout?

If you choose not to add Worry-Free Purchase protection, standard carrier transit policies apply. While we will still assist you in filing claims directly with the logistics carrier (e.g., FedEx, UPS, or DHL), resolution times may take longer depending on carrier investigation timelines.