Shipping Protection Policy

At SEALIGHT , we want every order to reach you safely. That’s why we’ve partnered with Xcotton , an independent shipping protection provider, to offer optional coverage against loss, theft, damage, and delay in transit. If something goes wrong with your delivery, Xcotton will help make it right. Full policy details are below.

1. What’s covered by this plan?

• Package lost in transit
• Partial loss (some items missing from the package)
• Package stolen or missing after delivery (porch piracy)
• Package damaged in transit
• Mis-delivery by the courier (delivered to the wrong address)
• Delay in delivery beyond the carrier’s expected timeframe

2. How do I purchase Shipping Protection?

During checkout, you will see an option to add Shipping Protection to your order. Once selected, the protection fee is automatically included in your total payment.

• Protection is applied per order and only covers products purchased within that specific order.
• The service cannot be added after the order has been placed.
• If your order has not yet shipped, you may contact us to cancel Shipping Protection and receive a full refund of the protection fee.
• Once the parcel has shipped, Shipping Protection cannot be cancelled or refunded.

3. What happens after I enroll?

Upon successful enrollment, you will automatically receive a confirmation email from Xcotton (subject: “Xcotton Shipping Protection Placed Successfully”) containing:

• Your Shipping Protection ID
• A link to the Xcotton Resolution Center
• Instructions for filing a claim if needed

Please keep this email — you will need the Shipping Protection ID to file a claim.

4. How do I file a claim?

If your package is lost, stolen, damaged, mis-delivered, or significantly delayed, please file a claim directly with Xcotton:

• Online: Visit the Xcotton Resolution Center at https://seller.xcottons.com/parcel and sign in with your email and Shipping Protection ID.
• Email: Contact an Xcotton Claim Specialist at support@xcottons.com.
• Email link: Click the highlighted link inside your “Xcotton Shipping Protection Placed Successfully” email.

Reporting time limits

• All claims must be reported within 90 days of your order date.
• If tracking shows “delivered” but you did not receive the package: report within 7 days of the “delivered” tracking update.
• If the package arrived damaged: report within 7 days of delivery, with photos of the damaged item, product packaging, and outer carton.

5. Coverage details, evidence required, and compensation

5.1 Lost in transit

• Criteria: Tracking does not show delivered. A domestic package is considered lost if it has not been delivered within 30 days of shipment ; an international package, within 60 days of shipment .
• Evidence required: Logistics tracking information.
• Compensation: Up to the discounted order amount of the affected items.

5.2 Partial loss

• Criteria: For an order shipped in multiple packages, the status of each package is assessed individually. For a single-package order, partial loss is assessed when the outer carton shows damage, or when the carrier-recorded weight differs from the actual weight.
• Evidence required: Carrier label on the outer carton showing the tracking number and weight; photos of all sides of the outer carton; photos of the received items and their actual weight.
• Compensation: Based on the value of the missing items. If reshipment is required, the total compensation will not exceed the discounted order amount.

5.3 Stolen or missing after delivery (porch piracy)

• Criteria: Tracking shows delivered, but the customer did not receive the package.
• Evidence required (one of the following): a police report, on-site video evidence, or a loss certificate from the carrier.
• Compensation: Up to the discounted order amount.

5.4 Damaged in transit

• Criteria: The item arrives with obvious breakage, cracks, bending (for non-bendable items), crushing, or other damage that affects use.
• Evidence required: The carrier label on the outer carton; photos of all sides of the outer carton; photos of the product packaging; close-up photos of the damaged area.
• Compensation:

• Minor damage (e.g. cosmetic scratches that don’t affect function): partial cash compensation.
• Damaged component: replacement part shipped to you. You may be asked to identify the damaged part on the product diagram in the user manual.
• Constructive total loss: reshipment of the order is offered first; if you prefer, cash compensation up to the discounted order amount is also available.

5.5 Mis-delivery by the courier

• Criteria: The carrier’s proof of delivery (POD) address does not match the address on your order. Mis-delivery caused by an incorrect address entered by the customer is not covered.
• Evidence required: Order screenshot showing the recipient address; image proof of the actual delivery location; any other evidence showing the address mismatch.
• Compensation: If the package can still be retrieved, Xcotton covers the cost of secondary delivery. If the package cannot be retrieved, it is treated as lost and compensated up to the discounted order amount.

5.6 Delay in delivery

• Criteria: The package is not delivered within the carrier’s committed delivery window.
• Evidence required: Logistics tracking information.
• Compensation: USD $5 per order. If the package is later confirmed as lost, the remaining balance up to the discounted order amount will be compensated.

6. How compensation is calculated

The maximum compensable amount for any claim is the discounted price of the product(s) in the order. The following are not covered:

• Shipping fees and taxes listed on the order
• The Shipping Protection fee itself
• Any third-party charges

Where reshipment is offered, it will be sent to the original delivery address at no additional cost.

7. How will I receive my compensation?

Xcotton will offer you one of the following resolutions, depending on the case:

• Reshipment of the affected item(s) — usually offered first for lost items and constructive total loss.
• Refund to your original payment method through SEALIGHT.
• Store gift card or voucher issued by SEALIGHT.
• Direct bank deposit from Xcotton to the account you designate.

8. What is not covered?

Shipping Protection does not cover the following:

• Incorrect or insufficient shipping address provided by the customer at checkout.
• Orders that have not yet been picked up by the carrier (tracking status such as “pre-shipment”, “label created”, or “shipment information received”).
• Packages refused by the recipient or returned to sender for reasons other than transit damage.
• Incorrect items received (wrong item, wrong color, wrong size, wrong style) — this is handled under our Warranty & Return Policy, not Shipping Protection.
• Pre-existing damage or defects that occurred before shipment (e.g. rust, oxidation without visible water stains, inherent product quality issues).
• Goods detained, seized, or confiscated by law enforcement, customs, or government authorities.
• Loss or damage caused by war, civil unrest, strikes, terrorism, or other force-majeure events as defined in Xcotton’s standard terms.
• Intentional damage or installation/user error after the package has been received.

9. Claims processing timeline

• Initial response to your claim: within 24 hours.
• Once required documentation is complete: payment or reshipment processed within 2 business days.

10. Who handles the claim?

When you purchase Shipping Protection, coverage for shipping loss, theft, damage, mis-delivery, and delay is provided by Xcotton, an independent third-party service provider. SEALIGHT will gladly help by sharing your order information, but the claim is reviewed and resolved directly by Xcotton in accordance with their terms.

11. Helpful reminders

• Double-check your shipping info. Make sure your address and contact details are correct at checkout. Inaccurate info may lead to delivery issues and could affect your ability to file a claim.
• Inspect your order as soon as it arrives. If anything is missing, damaged, or incorrect, take photos of the item, the product packaging, and the outer carton right away.
• Keep your Shipping Protection ID. You will need it to file a claim.
• Report issues promptly — claims filed outside the time limits in Section 4 may not be eligible.

12. Contact us

For questions about your SEALIGHT order, please contact our customer support team:

• Email: hi@sealight-led.com
• Support hours: Mon – Fri, 9:00 AM – 5:00 PM EST

For claim-related questions, please contact Xcotton directly at support@xcottons.com.

Disclaimer: Shipping Protection is provided by Xcotton, an independent third-party partner of SEALIGHT. The details above summarize Xcotton’s terms and conditions to help customers shopping on sealight-led.com understand the policy. In case of any inconsistency between this summary and Xcotton’s official terms, the Xcotton terms shall prevail.