NOVSIGHT "Worry-Free Delivery" Shipping Protection Service

1. What is Covered?

Package Lost

Payout Standard: Total paid amount for the items in the order (excluding shipping fee).

Applicable Scenarios (2 Types):

Scenario A: Package Not Delivered (In-Transit, No Updates)

  • Same-Country Shipping (e.g., shipping within the US): Considered lost if not received within 30 days after the shipment date.
  • Cross-Border Shipping (e.g., shipping to Canada, Australia, Germany, etc.): Considered lost if not received within 60 days after the shipment date.
  • Exception: If the shipping status shows an exception (e.g., confirmed lost by the carrier), you may report it immediately.

Scenario B: Package Marked as "Delivered," But You Did Not Receive It

  • Report Deadline: Must be submitted within 7 days of the marked delivery date.
  • Required Documents (Any one of the following):
    • Police report
    • Video or photo proof from the scene (e.g., doorbell camera footage)
    • Carrier-issued loss statement
    • Written proof from a qualified third party

Package Damaged

Payout Standard: Based on the extent of the damage, up to the total paid amount for the items in the order (excluding shipping fee).

  • Report Deadline: Must be submitted within 7 days of the delivery date.
  • Required Documents:
    • Must provide photos of the outer package.
    • Must provide photos of the damaged product.
  • Exclusions: Does not cover product issues existing before shipment or damage caused by the consumer (e.g., during unboxing or use).

Package Delayed

Payout Standard: $5 USD per order (settled in the shopper's local currency).

  • Report Deadline: Must be submitted after the delay conditions are met, and within 90 days of the purchase date.
  • Definition of Delay (Report Conditions):
    • Same-Country Shipping: Considered delayed if not received within 10 days of the shipment date.
    • Cross-Border Shipping: Considered delayed if not received within 30 days of the shipment date.
  • Please Note: Filing a claim for a delay does not affect your ability to file a future claim for a lost or damaged package if the conditions are met.

2. How to File a Claim

All claims are handled directly by Seel online. You do not need to contact NOVSIGHT customer support, which makes the claims process faster.

Step 1: Find the Claim Portal

  • Via Email: After purchasing the service, you will receive a confirmation email from Seel which includes a "Report an Issue" link.
  • Via Website: You can also visit Seel's official Resolution Center at any time: https://resolve.seel.com.

Step 2: Enter Your Order Details

Visit the Resolution Center and enter your order information (like order number and email) to find your order.

Step 3: Describe Your Problem

  • Report the Issue: Select the type of problem you experienced, such as "Lost," "Damaged," "Delivered but didn't receive it," or "Delayed".
  • Select Items: Choose which item(s) in your order were affected.

Step 4: Upload Supporting Documents

Follow the system prompts to upload the required supporting documents (e.g., photos of damage, police report, etc.).

Step 5: Choose Your Payout Method

Select your preferred method to receive the payout. Seel typically offers options like PayPal, Venmo, or Direct Deposit.

3. Claim Review & Payout

  • Seel Review: Seel's team will review your claim and supporting documents.
  • Additional Documents: If any documents are missing, Seel will notify you to submit the additional information.
  • Claim Decision:
    • Approved: If your claim meets the eligibility requirements, Seel will approve it and proceed with the payout.
    • Rejected: If your claim does not meet the requirements, it will be rejected, and Seel will send an email explaining the reason.

4. Important Notes

  • Final Approval: All payouts are subject to Seel's final review and approval.
  • Service Fee: The "Worry-Free Delivery" service fee is non-refundable once the service is purchased.
  • Payout Scope: The payout standard for lost and damaged items is limited to the actual paid amount for the items and does not include the shipping fee.