Worry-Free Delivery

What if my package is lost, damaged, or delayed?

To give you added peace of mind, Giraffe Tools US offers Shipping Protection powered by Worry-Free Delivery as an optional protection service for eligible shipping-related issues.

If your protected order experiences a covered shipping issue, you may submit a claim through Seel for review.

Cancelling and Refunding Shipping Protection

If you no longer need Shipping Protection, please refer to the cancellation or refund instructions included in your protection confirmation email.

Cancellation and refund availability may depend on your order status and the protection terms shown in that email.

For additional help, please contact support@seel.com

Under what conditions can I file a claim?

Lost Package

You may be eligible to file a claim if your package is marked as delivered but not received, lost during transit, or not delivered within the applicable claim window after fulfillment.

Damaged Package

You may be eligible to file a claim if your item was damaged during shipping and arrived unusable, fractured, shattered, bent, crushed, or otherwise significantly damaged in transit.

Delayed Shipment

You may be eligible for delay support if your package is significantly delayed beyond the expected delivery window, subject to the applicable claim terms.

What is not covered?

Shipping Protection only applies to eligible shipping-related issues.

It does not cover:

  • product quality issues not caused by shipping
  • manufacturing defects
  • incorrect items that were not damaged in transit
  • minor cosmetic issues that do not affect product use
  • orders that have not yet been shipped
  • any issue outside the applicable claim conditions

If your issue is not related to shipping, please contact contact@giraffetools.com

Where do I file a claim?

You can submit a claim through Seel Resolution Center in either of the following ways:

Please enter your order information and follow the instructions based on your issue.

Supporting documents

To help process your claim, you may be asked to provide:

  • your order number
  • the email used for the order
  • a brief description of the issue
  • photos of the package and item, if damaged
  • additional supporting documents if requested during claim review

For loss claims marked as delivered but not received, additional documentation may be requested, such as a police report, security footage, carrier documentation, or written confirmation from a building office or similar authority.

For delay claims, review is generally based on shipment tracking information and delivery status.

Need more help?

For claim-related questions, please contact support@seel.com