Noctlight · Order Support
Shipping Protection Claim
Submit a request for an eligible Noctlight order protected against qualifying loss, theft, or accidental damage during transit.
Before you begin
Check that your order is eligible.
A Shipping Protection claim may be submitted only when Shipping Protection was selected and paid for on the affected Noctlight order. The protection charge should appear as a separate line item in your order confirmation.
Please inspect delivered packages promptly and preserve the product, shipping carton, labels, internal packaging, and all components until your case is resolved.
Potentially covered events
Protection for the journey.
Coverage depends on the facts, carrier records, submitted evidence, and the Shipping Protection terms that applied when you placed the order.
Lost in transit
The carrier cannot locate the shipment, tracking has stopped progressing for an unreasonable period, or the shipment is formally confirmed lost.
Stolen after delivery
Tracking shows delivery, but the package cannot be located after reasonable checks with household members, neighbors, the property, and the carrier.
Damaged in transit
The product sustains accidental physical damage during the protected journey, supported by photographs of the carton, packaging, label, and affected item.
Claim process
Four clear steps.
Confirm protection
Check that Shipping Protection appears on the relevant order confirmation.
Gather evidence
Collect order, tracking, packaging, product, damage, and location information.
Submit the form
Complete every required field below using accurate and consistent information.
Await instructions
Keep all items and packaging until our team sends a written decision or next step.
Required evidence
Help us understand exactly what happened.
- Noctlight order number and checkout email
- Carrier name and complete tracking number
- Photo of the full shipping carton and shipping label
- Photos of all sides of the carton and internal packaging
- Clear photos or video of the complete product and affected area
- Police, building, carrier, or other report when reasonably requested
Important conditions
What to know before submitting.
Submit promptly
- Report visible shipping damage as soon as possible and preferably within 7 calendar days of delivery.
- Report a package marked delivered but missing as soon as reasonable checks have been completed.
- Report suspected transit loss after the carrier’s expected delivery period has passed.
- Late reporting may limit available carrier evidence, but does not remove rights that cannot be waived by law.
Generally not covered
- Orders that did not purchase Shipping Protection;
- Delivery delays without confirmed loss or physical damage;
- Incorrect or incomplete delivery information supplied by the customer;
- Customs holds, duties, refused delivery, or failure to collect a shipment;
- Manufacturing defects, installation damage, misuse, or ordinary product variation;
- Fraudulent, altered, duplicated, or unsupported claims.
Possible resolutions
- Replacement component or accessory;
- Repair support where appropriate;
- Replacement product, subject to availability;
- Refund or other approved monetary resolution;
- Additional investigation or carrier claim before a decision.
Claim review
- Submission does not guarantee approval.
- We may request additional evidence or a signed statement.
- Do not dispose of the item or packaging without written permission.
- Any approved resolution will be confirmed by email.
- Statutory consumer rights remain unaffected.
Submit your claim
Tell us about your shipment.
Complete the form once for each affected order. Please ensure all information matches your order and carrier records.
