Shipping Protection Guide
Thank you for choosing our Shipping Protection Service!
We offer Shipping Protection for your order to ensure peace of mind. If you experience any issues with lost, damaged, or delayed shipments, our guide will help you through the claims process.
1. What Does Shipping Protection Cover?
Shipping Protection covers the following common situations:
Loss During Transit: If your package is lost and not delivered within the specified time frame (30 days for domestic or 60 days for international orders).
Partial Loss: If part of your order is missing, either from multiple packages or a single package.
Damage During Transit: If your item is damaged upon delivery (cracks, bends, or other physical issues that prevent use).
Porch Piracy: If your package shows as delivered, but you did not receive it.
Incorrect Delivery Address: If your package is delivered to the wrong address due to carrier error.
Delivery Delay: If your package is delayed beyond the expected delivery window.
Free Return Coverage: Shipping Protection covers return shipping costs for insured orders when the return complies with the store’s return policy and is requested within the allowed return period.
2. Claims Process
If your shipment is lost, damaged, or delayed, follow these steps to submit a claim:
Log into the Xcotton Claims Center:
Via Claims Center Link https://seller.xcottons.com/parcel#/parcel/parcel-login or by clicking the link in the confirmation email you received from support@xcottons.com after purchasing Shipping Protection.
Enter your email and Shipping Protection ID to access your claim.
Submit the Required Documents:
For lost items: Provide tracking information and a description of the lost package.
For damaged items: Submit photos of the damaged product, packaging, and tracking information.
For delayed shipments: Provide logistics tracking data.
File a Claim:
Claims must be submitted within 90 days from the date of shipment for loss and damage claims.
For delays, submit a claim if the package isn't delivered on time.
3. Compensation Rules
Lost Packages: Compensation up to the discounted order amount.
Damaged Items: Compensation for the damaged portion of the order (full or partial).
Partial Loss: For missing items, the value of the lost item(s) will be reimbursed.
Delays: A $5 reimbursement for delayed shipments. If the item is lost later, compensation will be issued for the full discounted order amount.
4. FAQs
How Do I Report a Problem?
You can file a claim directly through the Xcotton Claims Center https://seller.xcottons.com/parcel#/parcel/parcel-login, or you can contact us for assistance at support@xcottons.com
Does Shipping Protection Cover Shipping Costs?
No, the Shipping Protection only covers the product cost. Shipping fees are not reimbursed unless included in the order amount.
How Long Will My Claim Take?
Claims are processed within 24 hours, and compensation will be issued within 2 business days if the documentation is complete.
5. Important Notes
Claims Deadline: Ensure that you submit claims within 90 days of shipment.
What Isn’t Covered?
Shipping Protection does not cover issues caused by incorrect addresses, unclaimed packages, or pre-existing damage.
