Xcotton Shipping&Product Protection Claims Guide

How to File a Claim

1. Online Claims Portal🔗

1.  Visit: Xcotton Shipping Claims Center & Xcotton Product Claims Center

2.  Enter your email and Shipping/Product Protection ID

After purchasing shipping or product protection, Xcotton will send an email containing your unique ID.

If you do not receive this email in your primary inbox, please check your spam or junk folder.

3.  Submit required documents depending on your claim type

2. Required Documents May Include:

Shipping Protection

● Tracking number or screenshot of logistics record

● Photos of all sides of the packaging

● Damage evidence (if applicable)

● Police report or video evidence for theft

● Shipping weight proof for partial loss

● Order screenshot showing correct address (for misdelivery claims)

Product Protection

● Incident description (time, location, issue) 

● Photos or videos of damage

● Product serial number

 

What’s Covered?

1. Shipping Protection

Once you purchase Shipping Protection at checkout, the following are covered:

✅ Covered Scenarios

● Lost Packages

○ Logistics does not show delivery

○ Package not delivered within 30 days (domestic) or 60 days (international)

○ “Delivered” but not received (porch piracy) — police report or proof required

● Damaged Packages

○ When the buyer receives an item with obvious breakage, cracks, bending (if the item is not bendable), crushing, etc., rendering it unusable

● Partially Lost Shipments

○ Single/multiple parcel orders with missing items or weight discrepancies

● Delivery to Wrong Address

○ If the shipping carrier delivers to the wrong location (not caused by customer error)

● Strikes or Riots

○ Additional costs due to delivery disruptions

❌ Not Covered

● Incorrect or incomplete address provided by customer

● Unfulfilled orders (“label created,” “pre-shipment” status only)

● Seizure/confiscation by government or customs

● Refused/returned packages (except due to damage)

● Product received does not match order (wrong color/model/etc.)

● Pre-existing damage before shipment (e.g., rust, oxidation)

 

2. Product Protection

Once you purchase Product Protection at checkout, the following are covered:

✅ Covered Scenarios

● Mechanical Failure

○ Long-term use leads to wear and tear of components and material degradation

○ Defects caused by material selection, production processes, or design flaws

○ Faults due to extreme temperatures, humidity, or other adverse environmental conditions

● Electrical Failure

○ Power supply failure leading to equipment malfunction or damage

○ Circuit faults include broken wires, short circuits, shorting, grounding issues, and wiring errors  

○ Equipment and component failure include cover overheating/burnout, failure to operate, 
electrical breakdown, and performance degradation

● Accidental

 ○ Damage caused by power surge

○ Physical damage including drops, screen cracks, etc

○ Damage caused by liquid spills or splashes

○ Battery failure caused by external force

❌ Not Covered

● Damage caused by incorrect operation, exceeding design limits (e.g., low-quality lubricants, 
overheating, improper adjustments)

● Damage resulting from repairs performed by unqualified personnel

● Battery performance degradation

 

How to Purchase

You can select Shipping Protection / Product Protection during checkout. The insurance fee will be added to your order total. Please note:

● Insurance applies only to the items in the same order

● The policy becomes active upon shipment

 

Claim Processing Time

● Response within 24 hours

● Full settlement or reshipment within 2 business days (if documents are complete)

● Ongoing merchant support within 24 hours

 

Refund & Cancellation Policy

1. Shipping Protection

● Before shipment: Shipping Protection can be canceled via customer service

● After shipment: No refund of the insurance fee is available

2. Product Protection

● Cancellation is allowed anytime

●  Within 60 days of purchase:

○ No claims filed: Full refund (100% of the Product Protection price)

○ Claims filed: Refund = Product Protection price - paid claim amount(s)

●  After 60 days of purchase: 

○ Refund = [(Total coverage days - Days used) / Total coverage days] × Product Protection price - 
paid claim amount(s) (if any) - administrative fee (varies by state law, capped at $50 USD)

 

Compensation Terms

1. Shipping Protection

● Lost or fully damaged goods: Refunded or reshipped based on discounted order value

● Partially lost/damaged:

○ Replaced parts and shipping reimbursed

○ Or partial cash refund, not exceeding discounted order value

● Delivery errors:

○ If traceable: Xcotton covers second shipping cost

○ If lost: Treated as lost item claim

● Returns due to damage:

○ Restockable: Return shipping + part costs covered

○ Non-restockable: Return shipping + cost – salvage value covered

2. Product Protection

● Reshipment/Dispatch of spare parts

○ Xcotton places an order on the Merchant Platform and ships the item(s) directly to the customer

 ● Cash compensation

 ○ Xcotton transfers the payment directly to the consumer's designated account

● Reshipment/Dispatch of spare parts + Cash compensation

 

Important Notes

● Shipping Protection covers the product value only. Shipping fees, taxes, and insurance charges are not reimbursed

● Product Protection is limited to product malfunctions or accidental damage. It doesn't cover personal injury.

● Xcotton may ask for bank account details to process refunds via transfer

● If the consumer prefers refund to the original payment method, the merchant will refund first, then be reimbursed by Xcotton

 

Need Help?

📧 Claim support email: support@xcottons.com

🔗 Claims login: https://seller.xcottons.com/parcel#/parcel/parcel-login

For more details, please check: Shipping protection policy  & Product protection policy