1. How to File a Claim
🔗 Online Claims Portal
1. Visit: Xcotton Shipping Claims Center
2. Enter your email and Shipping Protection ID
3. Submit required documents depending on your claim type
Required Documents May Include:
● 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)
2. What’s Covered?
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)
3. How to Purchase
You can select Shipping 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
4. 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
5. Refund & Cancellation Policy
● Before shipment: Shipping Protection can be canceled via customer service
● After shipment: No refund of the insurance fee is available
6. Compensation Terms
● 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
7. Important Notes
● Shipping Protection covers the product value only. Shipping fees, taxes, and insurance charges are not reimbursed
● 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
8. 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