ThermoMate desktop banner showing 'Protected Delivery, Worry-Free Support' headline, red 'Submit a Claim' button, shipping box with shield emblem, wall-mounted water heater with connected pipes, and delivery progress icons.
ThermoMate mobile banner with headline, red 'Submit a Claim' button, package with shield icon, wall-mounted water heater with vent and pipes, and delivery stage icons.

Shipping Protection with Seel

Peace of Mind, Every Order

With Seel Shipping Protection, your ThermoMate order is fully covered against unexpected issues during transit, including lost packages, shipping damage, or delivery delays.

Fast & Hassle-Free Claims

We make it simple when things go wrong. Approved claims are processed quickly, with resolutions typically completed within 3–4 business days—so you can shop with confidence and zero stress.

Worry-Free Delivery Protection

Available exclusively when added at checkout with your order.

Delay Compensation

$5 USD compensation for qualifying orders delayed over 10 business days.

Full Refund for Lost Orders

Receive a full refund of the actual amount paid for any product confirmed as lost in transit.

Damage Compensation

Compensation based on damage severity, up to the full item value.

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Payout Standard: Full refund of actual product amount paid.
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Scenario 1: Package not delivered; no exceptions reported but no updates in tracking.
Conditions for Reporting & Evaluation:
○ Orders not received within 20 business days of shipment.
○ If shipping status shows an exception, you may report immediately.
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Scenario 2: Package marked as delivered, but customer reports not received.
Report Deadline: Within 7 days of marked delivery date.
Required Document:
○ Police report
○ Security camera footage or photos
○ Carrier-issued loss statement
○ Written proof from a qualified third party

Note: If you have to repurchase the same product at a higher price because the original package was lost or stolen, ThermoMate may provide a price adjustment depending on the situation.

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Payout Standard: Fair compensation based on damage severity, up to the total paid amount in the order.
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Report Deadline: Within 7 days of delivery.
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Required Document: Clear photos showing damaged packaging and affected product(s).

Note: This excludes pre-existing product issues or damage after delivery. Final compensation is subject to review and approval.

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Scenario 1: Package delivered after significant delay, such as over 10 business days.
Report Conditions: Shipments taking over 10 business days.
Payout Standard: $5 USD per order.
Report Deadline: Submit a claim within 90 days of purchase date.
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Scenario 2: Package stuck in transit or exceeding expected delivery time.
Report Conditions:
○ The carrier indicates the package is lost or stuck.
○ ThermoMate's expected delivery window has passed.
Payout Standard:
○ Refund the order if deemed lost.
○ Reship the item if preferred.

Note: Filing a delay claim does not conflict with future lost or damage claims. All payouts are subject to final review and approval.

File a Claim

ThermoMate Shipping Insurance FAQ

ThermoMate Shipping Insurance, also known as Worry-Free Delivery, is an optional protection service that helps provide faster support if your package is delayed, lost, or damaged during transit.

No. Shipping Insurance must be purchased at checkout. It cannot be added after the order has been placed.

Yes, but only if your order has not yet shipped and no tracking number has been generated. Please contact ThermoMate customer service for assistance.

Shipping Insurance can only be refunded before shipment. Once the order has shipped and the service becomes active, the insurance fee is no longer refundable.

Please contact ThermoMate customer service with your order number. Our team will verify the Shipping Insurance purchase details in our order system.

Shipping Insurance may help with faster resolution for eligible shipping issues, including package delay, loss, or damage during transit.

Yes. A delay claim does not affect your ability to submit a later claim for loss or damage if the issue occurs.

Please provide clear photos of the damaged packaging, the damaged product, and any visible shipping label if available. Additional information may be requested during the review process.

Please contact ThermoMate customer service with your order number, tracking number, and supporting evidence. We will review the case and assist according to our shipping protection and after-sales policy.

Shipping Insurance is optional and helps speed up resolution, but it does not replace ThermoMate’s commitment to customer satisfaction. If your package is lost or damaged and you did not purchase insurance, please still contact our customer service team. We will review the issue according to our standard lost or damaged package procedure.

Yes. For lost or damaged packages without Shipping Insurance, ThermoMate will still follow its standard operating procedure and provide support based on the applicable order and shipping policies.

No. Shipping Insurance does not mean every return request will automatically be approved. Returns must first meet ThermoMate’s return policy requirements.

No. Return Insurance, if available, only helps cover eligible return shipping costs after your return request is approved. Product refunds are handled according to ThermoMate’s return and refund policy.

Please contact ThermoMate customer service first and obtain return approval. Once your return request is approved, our team will provide further return instructions or a return label if applicable.

No. Please do not return the product without prior approval. Unauthorized returns may not be accepted or refunded.