Our Store offers the Worry-Free Purchase service buying option on the cart page. Currently available in the following countries: US, CA, AU, NZ, DE, FR, GB, ES, IT, NL, BE, AT, PT, IE, HU, GR, CZ, PL, LT.

Yes. For orders that have not yet been shipped, ATOTO's customer service team can help you cancel the Worry-Free Delivery purchase for that Shopify order. support@atotodirect.com

Lost:
1. I haven't received my packages even though it shows "Delivered".
2. My packages are stolen.
3. I haven't received it for over 30 days.

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

Delay:
U.S.:
Not delivered after the 10 days following order fulfillment are considered lost.

Outside Of The U.S.:
Not delivered after the 30th day following order fulfillment are considered lost.

You can access the Seel Resolution Center to submit a claim request from either the tracking page in-store or the policy confirmation email:

1 - The Tracking Page

2 - The Policy confirmation email sent by Seel

To ensure a smooth and fair claims process, certain types of claims require specific supporting documentation. Please refer to the information below to understand what is needed for each claim type.

1. Claims for Damaged Items

If your item(s) were damaged during transit, we require documentation to help us assess the extent and cause of the damage. Please provide the following:
• Clear photos of the outer shipping box and the internal product packaging
• Clear photos showing the damage to the item(s)

Please note: Cosmetic damage to packaging that does not affect the usability of the item(s), or defects that existed prior to shipping, are not covered.

The compensation amount for damage claims may be up to100% of the item’s purchase value, depending on the impact of the damage on the product’s function.

2. Claims for Lost Packages

Loss claims fall into two scenarios:
a. Shipment marked as “Lost” or not delivered within 30 days (domestic)
No additional documents are required. Your claim will be automatically validated based on carrier tracking data.

b. Shipment marked as “Delivered” but not received
Please check with neighbors or your local delivery hub first. If the package is still missing, we may request one of the following supporting documents:
• Police report
• Security camera footage
• Official letter from the carrier
• Statement from a property manager, leasing office, or other relevant authority

Seel will process your application within 48 hours and if there is no response within that time, feel free to contact us via support@atotodirect.com

Once your claim has been reviewed and approved, you'll be prompted to select your preferred payout method. Estimated processing times for each method are as follows:

Bank Transfer: Funds will typically arrive within 1–3 business days after claim approval.

PayPal: Funds are usually transferred within 24h-48h after approval.