Shipping Protection Policy

Shipping Protection Policy & Claims Guide

Shop with complete peace of mind. By adding Shipping Protection (powered by Xcotton) at checkout, your order is instantly secured against delivery loss, damage, theft, and delay.

Quick Summary: How You Are Covered

  • 📦 Lost in Transit: Fully refunded or replaced if tracking stops updating.
  • 🚪 Delivered but Not Received (Porch Theft): Fully refunded or replaced with standard verification.
  • 🛠️ Damaged on Arrival: Partial reimbursement, replacement parts, or full reshipment depending on severity.
  • ⏱️ Delivery Delay: $5 USD compensation per order if delivery exceeds the promised transit window.

1. Shipping Protection Coverage and Claims Rules

Coverage Scope / Scenario Detail of Description Claim Supporting Materials Compensation Amount Claim Time Limit
Lost during transit

Partially lost during transit 		Domestic packages not delivered within 30 days of shipment / international packages not delivered within 60 days of shipment are considered lost.

1. Single order with multiple packages
2. Single order with single package		 No supporting documents required. Xcotton automatically detects logistics tracking information.

1) Photos of Logistics Label on the outer packaging (with tracking number & weight);
2) Photos of all sides of the outer packaging;
3) Photos of received items & actual weight verification.		 Full refund of the goods value.

Claim amount based on lost goods value.		 All issues must be reported within 90 days of the shipment date.
Loss - Porch piracy Logistics shows delivery, but the consumer did not receive the package. 1) Police report
2) Or relevant on-site video evidence
3) Or loss certificate provided by the logistics company		 Full refund of the goods value. All issues must be reported within 90 days of the shipment date.
Misdelivery POD address does not match the order shipping address. No supporting documents required. Xcotton automatically compares POD address with the order shipping address. 1) If resend successful, Xcotton refunds the resend shipping fee.
2) If resend failed, Xcotton provides full refund of the goods value.		 All issues must be reported within 90 days of the shipment date.
Damage during transit The goods themselves are damaged, with outer packaging damage serving as supplementary evidence. 1) Logistics label on the outer packaging;
2) Photos of all sides of the outer packaging;
3) Photos of the damaged item.		 Partial Damage: Replacement part cost + shipping, or partial cash refund, up to goods value.

Total Damage: Full refund of the goods value.		 All issues must be reported within 90 days of the shipment date.
Delay The actual shipping time is longer than the seller's commitment. No supporting documents required. Xcotton automatically detects logistics tracking information. 5 USD / Order (One-time payment). All issues must be reported within 90 days of the shipment date.

Our maximum, aggregate limit of liability for all covered claims during the Term will be the price You paid for the Covered Product at the time of purchase, as indicated on Your sales receipt or other sufficient proof of payment.

2. Exclusions (What Is NOT Covered)

To prevent misunderstandings, the following scenarios are not covered by Shipping Protection:

  • ❌ Customer Address Errors: Incomplete addresses, missing apartment/suite numbers, or incorrect delivery details entered at checkout.
  • ❌ Pre-Shipment Status: Orders where the shipping label is created ("Label Created" / "Pre-shipment") but the parcel has not yet been physically scanned by the courier.
  • ❌ Package Refusals / Returns: Packages rejected by the recipient or returned by the courier (unless rejected specifically due to visible transit damage).
  • ❌ Fulfillment Discrepancies: Wrong items, incorrect variations, or missing accessories packed mistakenly at the fulfillment center. (Please contact our standard customer service for immediate order exchange).
  • ❌ Pre-existing / Inherent Defects: Oxidation, rust without packaging water stains, or factory quality issues unrelated to shipping impact.
  • ❌ Customs / Regulatory Actions: Delays, confiscation, or fees assessed by customs, border agencies, or law enforcement.

3. Important Compensation Terms

  • Maximum Liability Cap: Total compensation cannot exceed the actual item purchase price paid on your original order invoice.
  • Excluded Fees: Original shipping costs, customs/taxes, and the Shipping Protection fee itself are non-refundable and excluded from claim payouts.

4. Timelines & Claim Deadlines

  • Claim Window: All claims must be submitted within 90 calendar days from the date the package was fulfilled and marked as shipped.
  • Response Time: Initial claims review is provided within 24 hours.
  • Resolution Speed: Once required documentation is verified, payouts or replacement shipments are processed within 2 business days.

5. How to File a Claim (3 Easy Ways)

You can file a claim directly using any of the following options:

  1. Email Link (Fastest): Locate your confirmation email titled "Xcotton Shipping Protection Placed Successfully" and click the Protection ID link inside.
  2. Self-Service Portal: Submit directly through the Xcotton Online Claims Center at: https://sp.xcottons.com/#/parcel/parcel-login
  3. Email Support: Email support@xcottons.com with your Order Number, tracking code, and supporting photos/evidence.

6. Protection Cancellation

  • Before Fulfillment: If you wish to cancel Shipping Protection before your package has shipped, contact our support team for a full 100% refund of the protection fee.
  • After Fulfillment: Once tracking is active and the package enters transit, protection is active and cannot be cancelled or refunded.