Delivery Guarantee (DG) is a service provided by a third party vendor (Seel) that allows CTBids customers to opt-in for package protection on their eligible items should they be delayed, damaged, and or lost.

Listed below are what defines each scenario:

Theft: Packages marked “delivered” yet not receives are considered a “theft”, thought 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: Delivery Guarantee 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 will be up to the value paid for the purchased item(s).

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).

An item is only eligible for Delivery Guarantee if the applet renders when placing an bid on an item.

The Delivery Guarantee product is available for eligible items that are won at a price between $15-$1000

Filing a Claim

DG claims must be made with Seel within the following timelines:

• 7 days after expected delivery date for theft claim

• 7 days for damage claim following item delivery

• 30 days from shipment date for non-delivered lost domestic packages

There are two different pathways for initiating a claim

1. Through Your CTBids Profile

   1. Navigate to the Delivery Guarantee Status tab that is located on the left side of the screen in your account

   2. Click the View button next to the item you wish initiate a claim on 

   3. You will be redirected to the Seel Resolution center where you will be prompted to provide them with further information and submit your claim

2. Delivery Guarantee Email

   1. For every item you win on CTBids that has been opted-in for for DG, you will receive an email from Seel with a summary of your purchase as well as a button to “Report an Issue”

      1. Clicking the Report an Issue will redirect you to the Seel Resolution center where you will be prompted to provide them with further information and submit your claim.

If you have an issue or a question about a service you purchased from Seel or about filing a claim, you can reach them at support@seel.com. Please do not reach out to reach to Caring Transitions franchise owners directly about Make It Returnable or Delivery Guarantee related issues.