Protection service
Xcotton Shipping Protection helps cover common loss, damage, delay and eligible return-shipping issues during package transit, giving customers extra confidence when placing an order.
Claims handling is an important part of the service. This page explains what is covered, what evidence is needed, and how customers can submit a shipping protection claim.
| Coverage Scope | Scenario | Supporting Materials | Compensation | Claim Time Limit |
|---|---|---|---|---|
| Loss | Package is lost during transit. | Logistics tracking information. | The discounted order amount. Shipping and taxes are included only when they were included in the original order total. | All issues should be reported within 90 days after the merchant marks the order as shipped. |
| Partial loss | Part of the shipment is missing during transit. |
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Claim amount is based on the missing goods amount. If reshipping is required, the maximum compensation will not exceed the discounted order amount. | Report within 90 days after shipment. |
| Porch piracy | Logistics shows delivery, but the customer did not receive the package. |
|
The discounted order amount. | Report within 90 days after shipment. |
| Damage during transit | The item arrives with obvious breakage, cracks, bending, crushing or similar transit damage that makes it unusable. |
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Report within 90 days after shipment. |
| Misdelivery | The logistics provider delivers the shipment to an incorrect address, excluding address errors caused by the customer. |
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Report within 90 days after shipment. |
| Delay | Transit delay beyond the expected delivery window. | Logistics tracking information. | USD $5 per order. If the package is later considered lost, Xcotton will compensate the remaining discounted order amount. | Report within 90 days after shipment. |
| Free Return | Eligible return shipping cost that should be borne by the customer under the merchant return policy. |
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100% of the eligible return shipping cost. | Return request must be within the merchant's return/refund window. Claim handling should also follow the 90-day reporting rule where applicable. |
After purchasing Shipping Protection, customers can submit claims for lost, damaged, delayed or eligible return-shipping issues through the Xcotton Claims Center.
After the Shipping Protection service is purchased, customers receive a confirmation email. The highlighted claim link in that email can also be used to access the Claims Center.
For claim-related support, customers may contact the Xcotton support team.
Shipping Protection covers eligible loss, partial loss, porch piracy, transit damage, logistics misdelivery, qualifying delivery delay and eligible return-shipping costs.
The corresponding protection service is automatically selected based on the order amount. It cannot be purchased separately.
Customers can enter the Xcotton Claims Center through the direct claim link or the confirmation email, then submit the order email, Shipping Protection ID and supporting evidence. If the customer contacts the merchant first, the merchant can guide the customer to the Claims Center or share the order number and claim reason with Xcotton support.
Compensation is generally based on the product order amount. Shipping fees and taxes are covered only when they were included in the original order total used for the protection calculation. The Shipping Protection service fee itself is not included in compensation.
Xcotton reviews whether the claim meets the partial-loss criteria. For multiple packages, the affected package value may be confirmed with the merchant. For a single package, Xcotton may review the missing item value with the merchant. Compensation is usually handled by reshipment or reimbursement of the missing goods amount plus associated shipping cost, up to the discounted order amount.
Customers should provide photos of the outer packaging, product packaging and damaged item area. Minor damage that does not affect use may receive partial cash compensation. Component damage may be handled by replacement parts and reshipping. Constructive total loss may be resolved by reshipment or cash compensation.
Xcotton will normally recommend reshipment first. After customer confirmation, Xcotton may coordinate with the merchant to reship. If the customer insists on cash compensation, Xcotton may compensate the customer directly according to the claim review result.
Examples include war or civil unrest, seizure or detention by authorities, strikes or riots, terrorism or political acts, incorrect or insufficient customer address, pre-shipment or label-created orders, government confiscation, refusal or return to sender not caused by damage, incorrect item/color/size/model issues, and pre-existing product quality problems before shipment.
Compensation may be handled through original-order refund by the merchant with later settlement to the merchant, store gift card or voucher, or direct deposit to the customer's designated account.
Before shipment, customers may contact the merchant for cancellation. After shipment, the Shipping Protection fee is normally not refundable.
Xcotton normally responds within 24 hours after a claim is submitted. If documentation is complete, payment or reorder processing is normally completed within 2 business days. Merchant inquiries are normally answered within 24 hours.
