Shipping Protection

Damage:

(Xcotton) Shipping Protection covers item damages that are unusable or in an unacceptable condition but does not cover cosmetic damage,(scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation will not exceed the value when you purchase the item.

Loss:

If the domestic packages are “not delivered” within 30 days (60 days for international packages) after shipment, we consider the items are lost.

If the packages are reported as “delivered” but is nowhere to be found, we will proceed as theft subject to the below documents are offered:

The compensation will not exceed the value when you purchase the item.

· Automobiles and motorcycles;
· Jewelry (valued in excess of $1,500);
· Boats and yachts;
· Live animals;
· Cash;
· Lumber;
· Ceramic, marble or granite tiles, slab blocks countertops or statues;
· Negotiable papers;
· Cigarettes and other tobacco products;
· Raw cotton;
· Pharmaceutical drugs;
· Fine arts (valued in excess of $10,000 per piece);
· Precious stones and metals;
· Flowers;
·Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal;
· Glass windows, plate glass and similar goods;
· Securities.

Limits of Liability for Loss or Damage

Any one package or shipment: 5000 currency units, depending on the store's currency (for example, if a store sets USD as their transaction currency, the limit of liability will be USD5,000)

1. Go to the Xcotton Resolution Center;
2. Enter your email and order number, click next;
3. Select the claim type and offer the documents accordingly;
4. Xcotton will handle the claims according to the policy rules to determine if the reported claim qualifies for compensation;
5. If the reported issue does qualify, a refund will be automatically sent to the shopper in a prepaid credit card via email. If the reported issue doesn’t qualify, an email will be sent to the shopper to notify them of the denial and the reason.

All issues must be reported within 90 days of the order date.

Issue of Loss

If the package is"not delivered"as per the carrier's information, must be reported within 90days after the order date;

If the package is marked "delivered" yet not received, must be reported within 7 days from the time the carrier’s information is updated to"delivered”;

Issue of Damage

If the package is delivered with damage, must be reported within 7 days from the time the carrier’s information is updated to "delivered".

Our support team is available to help you within 24 hours.

Contact Us Now →