Shipping Protection

At Mermaid Way, we know that once your order leaves our warehouse, a lot can happen between us and your doorstep. Shipping Protection — also known as Worry-Free Delivery — is an optional add-on at checkout that protects your package against loss, delays, damage, and porch piracy. If something goes wrong in transit, you can file a claim and receive compensation directly, without long support back-and-forth.

⚠️ Important: Please read before purchasing protection

Shipping Protection is provided and administered by a third-party insurance partner (Seel, a licensed U.S. insurance provider), not by Mermaid Way.
When you add Worry-Free Delivery to your cart, you enter into an insurance agreement directly with that third-party provider. Mermaid Way is not a party to that agreement.
Mermaid Way does not review, approve, deny, or pay out claims. All claim decisions and reimbursements are made solely by the third-party provider, in accordance with their own terms and conditions.
By selecting Shipping Protection at checkout, you acknowledge and agree to these terms.

How Shipping Protection works

Shipping Protection is added to your order as an optional line item called Worry-Free Delivery. You can include it — or skip it — at checkout. Here's the flow from purchase to payout:

Add Shipping Protection at checkout. The Worry-Free Delivery option appears in your cart (or on the checkout page). The cost is a small percentage of your order value.
Your order ships as normal. As soon as your package leaves our warehouse, your protection is active.
If something goes wrong, you file a claim with the third-party provider (Seel) — not with Mermaid Way.
The provider reviews your claim, typically within 48 hours.
If approved, the provider issues compensation directly to the payment method you select on the claim form.

Note: Shipping Protection is optional. If you choose not to purchase it, your order is still subject to our standard shipping policy, but loss, delay, damage, and theft after your package is handed to the carrier are not the responsibility of Mermaid Way.

What's covered

Worry-Free Delivery covers four specific shipping problems:

Issue	What it means	Claim window	Compensation
IssueLoss	What it meansPackage is not delivered within 30 days (domestic) or 60 days (international) after the shipment date.	Claim windowOpens 30 days (domestic) / 60 days (international) after shipment. Closes 90 days after order date.	CompensationFull purchase value
IssueDelay	What it meansPackage is not delivered within 10 days (domestic) or 30 days (international) after the shipment date.	Claim windowOpens 10 days (domestic) / 30 days (international) after shipment. Closes 90 days after order date.	Compensation$5 (or store-currency equivalent)
IssueDamage	What it meansItems arrive unusable (fractured, shattered, bent, crushed). Cosmetic damage, manufacturing defects, and packaging errors are not covered.	Claim windowWithin 7 days of the delivery date.	CompensationFull purchase value
IssueTheft (porch piracy)	What it meansPackage is marked "delivered" by the carrier but is stolen before you receive it.	Claim windowWithin 7 days of the delivery date.	CompensationFull purchase value

What is not covered

Shipping Protection does not cover the following — these are excluded under the third-party provider's policy:

Cosmetic damage such as minor scratches, dents, or scuffs.
Manufacturing defects or quality issues with the product itself.
Packaging errors (for example, the wrong item shipped). These are handled by Mermaid Way under our standard returns policy.
Buyer's remorse, change of mind, or wrong address provided at checkout.
Claims submitted outside the eligible claim window.
Items in product categories excluded by the provider (such as certain restricted, hazardous, or extremely high-value goods).

How to open a claim

All claims are filed and resolved directly through the third-party provider's Resolution Center. The whole process usually takes 5–10 minutes.

📋 Before you start, have ready:

Your Mermaid Way order number, or the Cover ID from your protection confirmation email.
The email address used to place the order.
Photos of the package and items (for damage claims).
A police report (for theft claims — this typically takes about 15 minutes to file online with your local police).

Step 1 — Open the Resolution Center

You can reach the Resolution Center in three ways. The first two pre-fill your order details for you:

From your protection email: After you purchase Worry-Free Delivery, you'll receive a confirmation email. Click the "Report an Issue" button inside that email.
From your tracking page: Open your order tracking page and click the protection / claim button.
Directly on the web: Go to resolve.seel.com/parcelpanel and enter your email and order number to look up your protection.

Protection confirmation email:

Protection confirmation email with Report an Issue button

Tracking page:

Order tracking page with claim button

Step 2 — Choose your issue type

Click "I'm ready to submit," then select the option that best describes what happened to your package:

My package never arrived (Loss)
My package is taking too long (Delay)
My package arrived damaged (Damage)
My package shows as delivered, but I didn't receive it (Theft / porch piracy)

Select the affected package(s) from your order, check the box next to each one, and click Continue.

Step 3 — Provide the details

The next screens will ask you to describe what happened and upload supporting documents. Provide as much detail as you can — strong claims include clear evidence.

Typical supporting documents by issue type:

Damage: Photos of the damaged item, the shipping box, and the packing materials.
Theft: A copy of a police report and a screenshot of the carrier's tracking page showing the package as delivered.
Loss / Delay: A screenshot of the tracking page showing the package has not been updated or delivered.

If you don't have a document on hand, click Save in the top-right corner to save your progress and finish the claim later.

Step 4 — Choose how you'd like to be paid

Select your preferred payment method to receive any approved compensation (for example, the original payment card, PayPal, etc.). Fill in the required details, review your claim summary, check the confirmation box, and click Submit.

Step 5 — Wait for the review

After you submit, the third-party provider will email you to confirm the claim is under review. Most claims are reviewed within 48 hours. If the reviewer needs more information, they'll contact you by email — keep an eye on your inbox, including the spam folder.

You can check the status of your claim anytime by signing back into the Resolution Center.

Step 6 — Receive your compensation

Once the claim is approved, the third-party provider issues your compensation directly to the payment method you selected in Step 4. Funds typically arrive within a few business days, depending on your payment provider.

When claims might be denied

The third-party provider approves the vast majority of valid claims. Claims may be denied in the following situations:

The claim was submitted outside the eligible time window (too early for a loss claim, or after the window has closed).
The issue is not covered under the protection policy (for example, buyer's remorse, cosmetic damage, or a wrong-address delivery).
The provided information or documentation is insufficient to verify the claim.
The item belongs to a category excluded under the provider's terms.

Denial decisions are made solely by the third-party provider. Mermaid Way is not involved in claim decisions and cannot override a denial.

How much does Shipping Protection cost?

Shipping Protection is calculated as a small percentage of your order value (typically around 2%), with a minimum charge. The exact amount is shown at checkout before you confirm the purchase. For example:

For a $60 order, the protection fee is roughly $1.28.
For a $150 order, the protection fee is roughly $3.00.

The protection fee is paid to the third-party insurance provider that underwrites your coverage.

Mermaid Way's role and responsibility

Please read carefully

Shipping Protection (Worry-Free Delivery) is a third-party insurance product. It is provided, underwritten, and administered by Seel, a licensed U.S. insurance provider, and not by Mermaid Way.

When you choose to add Shipping Protection to your order, you are entering into an insurance agreement directly with the third-party provider. Mermaid Way is not a party to that agreement, does not act as your insurer, and does not have authority to make decisions on the provider's behalf.

Mermaid Way is not responsible for evaluating, approving, denying, or paying out any Shipping Protection claim. All claim outcomes are determined solely by the third-party provider in accordance with its own terms and conditions.

Mermaid Way's responsibility ends when your package is correctly handed to the shipping carrier. Loss, delay, damage, and theft that occur after that point are covered only if you purchased Shipping Protection and your claim is approved by the third-party provider.

By purchasing Worry-Free Delivery at checkout, you confirm that you have read and agree to the third-party provider's terms and conditions, and that your claim relationship will be with the provider, not with Mermaid Way.

Where Shipping Protection is available

Shipping Protection is currently available to customers browsing from the following countries:

United States, Canada, United Kingdom, Ireland, Germany, France, Netherlands, Belgium, Austria, Spain, Portugal, Italy, Australia, and New Zealand.

Coverage is provided in USD, CAD, GBP, EUR, AUD, and NZD. If your country or currency isn't listed, the Worry-Free Delivery option may not appear at checkout.

Need help?

If you have questions about the claim process itself — for example, what documents to upload, why a claim was denied, or when a payout will arrive — please contact the third-party provider directly through the Resolution Center.

If you need help finding your order number, tracking link, or protection confirmation email, our team is happy to assist:

Email: support@mermaidway.com
Contact form: available on our Contact Us page

Last updated: May 2026. Shipping Protection is administered by a third-party insurance provider. Mermaid Way is not an insurance company and is not a party to your protection agreement.