Shipping Protection FAQs

What's covered by Shipping Protection?

・Loss and damage in transit

・Theft/Porch piracy

・Mis-delivery by courier

・USD $5 compensation for delay

・Free return

Does Shipping Protection cover shipping costs?

No. Shipping Protection service fees are quoted without visibility into the consumer’s shipping costs or taxes. Therefore, our service fee calculation is based solely on the product’s order amount. Consequently, the maximum compensation Xcotton can cover is limited to the purchase price of the goods, excluding any shipping fees, taxes, or Xcotton service charges stated in the order. Example as below:

For partially lost shipments, how to process?

Xcotton will assess whether the case meets the criteria for partial loss. If confirmed:
Service fees were quoted excluding shipping and taxes cost; therefore, these are not covered in compensation.
Compensation does not include shipping protection costs.
The displayed amount of $58.43 represents the maximum compensable amount for this order.
1) Single order with multiple packages: Xcotton will coordinate with the merchant to verify the value of goods in the affected package(s);
2) Single order with single package: Xcotton will cross-check the system-recorded amount of the missing items with the merchant for validation.
In such cases, compensation is typically issued in the form of reshipment. Xcotton will reimburse the merchant for the displayed order amount of the lost goods plus associated shipping costs.

What should consumers do if they receive damaged goods?

For damage claims, consumers must submit supporting documentation, and Xcotton will determine liability.
The assessment process is as follows:
1) For minor damage (e.g., scratches) that doesn't affect functionality: Partial cash compensation will be provided.
2) For component damage, Xcotton will request the consumer to identify the specific damaged parts on the product diagram in the user manual. We will then verify the availability of replacement parts with the merchant and confirm the corresponding reshipping costs. After the merchant confirms and ships the parts, they must provide the tracking number, and Xcotton will reimburse the merchant for the replacement part cost and reshipping expenses.
3) For constructive total loss, Xcotton will first recommend reshipment as compensation to the consumer. After consumer confirmation, Xcotton will arrange reshipment with the merchant. Upon shipment, the merchant must provide the tracking number and payment information in USD, and Xcotton will compensate the merchant based on the discounted order amount. If the consumer insists on cash compensation, Xcotton will directly compensate the consumer.
4) For damaged goods returned or required to be returned to the sender, after return, the merchant shall conduct unboxing inspection:
A. For items that can be restocked after part replacement, Xcotton will cover the return shipping and replacement part costs, with the total compensation not exceeding the discounted order amount;
B. For items that cannot be restocked, Xcotton will cover the return shipping plus the product cost minus salvage amount, with the total compensation not exceeding the discounted order amount.

How to handle lost item cases?

For lost items, Xcotton will first recommend reshipment as compensation to the consumer. After consumer confirmation, Xcotton will arrange reshipment with the merchant. Upon shipment, the merchant must provide the tracking number and payment information in USD, and Xcotton will compensate the merchant based on the discounted order amount. If the consumer insists on cash compensation, Xcotton will directly compensate the consumer.

What scenarios are not covered?

The following scenarios are excluded from Shipping Protection coverage:
1) War, civil war, revolution, rebellion, insurrection, or civil strife arising therefrom, or any hostile act by or against a belligerent power.
2) Capture, seizure, arrest, restraint or detainment (piracy excepted) and the consequences thereof or any attempt thereat.
3) Derelict mines, torpedoes, bombs or other derelict weapons of war;
4) Strikers, locked-out workmen or persons taking part in labour disturbances, riots or civil commotions resulting from strikes, lock-outs, labour disturbances, riots or civil commotions.
5) Caused by any terrorist or any person acting from a political motive.
6) Inputting incorrect and insufficient address when checkout;
7) Unshipped parcels: Tracking statuses like “pre-shipment,” “label created,” or “shipment information received.”;
8) Goods detained or confiscated by relevant law enforcement or government authorities;
9) Refused by recipient or returned to sender for other reasons: Unless due to damage (provide damage photos as proof);
10) Incorrect items: wrong items, wrong color, wrong style or wrong size;
11) Product issues happened before shipment: (e.g., rust, oxidation without visible water stains, or inherent product defects).

How does Xcotton compensate consumers?

1) Refund: The merchant will refund the total amount paid for the item to the original payment method and Xcotton will pay the merchant later;
2) Store Gift Card/Voucher: Xcotton can offer store gift card/voucher by email and pay the merchant later;
3) Direct Deposit: Xcotton will transfer money to the designated account offered by the consumer directly.

Cancellation Policy of Shipping Protection.

1) Pre-Shipment: Contact the merchant for full refund.
2) Post-Shipment: No refund of the Shipping Protection fee.

What is the claims processing timeline?

Xcotton Claims Response Timelines:
a. Initial response to claims within 24 hours.
b. Payment or reorder processed within 2 business days if documentation is complete.