Shipping Protection Information
I. Coverage and Claims Rules
1. Lost
| Scene | Judgment criteria | Required documents for claims | Compensation amount |
|---|---|---|---|
| The logistics information does not show that the item has been signed for. | Packages shipped from the buyer's country that have not been delivered within 30 days (international packages within 60 days) | Logistics Tracking | Consumer purchase amount (excluding shipping costs and Shipping Protection fees). |
| The tracking information shows the package was signed for, but the consumer has not received it. | 1) Police report; 2) Relevant video or photographic evidence; 3) Loss certificate provided by the logistics company. | Consumer purchase amount (excluding shipping costs and Shipping Protection fees). | |
| Partially lost | Goods received, but only partial; outer packaging damaged, but the outer packaging could hold the remaining undamaged goods. | 1) Logistics receipt on the outer packaging; 2) Photos of the outer packaging and goods; 3) Photos of the received goods. | The purchase price of the lost goods (excluding shipping costs and the cost of Shipping Protection itself). |
2. Damaged
| Scene | Judgment criteria | Required documents for claims | Compensation amount |
|---|---|---|---|
| Goods damaged and unusable | When the buyer receives an item that is obviously broken or damaged, rendering the product unusable or crushed, etc. | 1) Shipping label on outer packaging; 2) Photos of outer packaging and goods; 3) Photos of product damage. | Partial damage: Price of parts + shipping cost Total damage: Consumer purchase amount (excluding shipping cost and the cost of Shipping Protection itself) |
3. Shipping delays or additional costs
| Scene | Judgment criteria | Required documents for claims | Compensation amount |
|---|---|---|---|
| Delays caused by strikes and riots | Officially defined strikes or riots; parcels within the buyer's country that have not been delivered for 30 days (international parcels that have not been delivered for 60 days). | 1) Logistics tracking 2) Official statements and mainstream media reports | Additional charges incurred, but not exceeding the consumer's purchase amount (excluding shipping costs and the cost of Shipping Protection itself) |
| Delivered to the wrong address | The logistics provider's delivery address does not match the order address, resulting in additional charges for re-delivery. | 1) Logistics provider's delivery address and order address information 2) Logistics provider's delivery address | Not exceeding the consumer's purchase amount (excluding shipping costs and Shipping Protection fees). |
II. Claims Process
1. After the consumer discovers a problem with the package
- Scenario A:Consumers who successfully purchase packages through insurance can file a claim with Xcotton within the scope of their policy.
- Scenario B:Consumers can apply for after-sales service directly from the merchant.
2. Merchant handling
- The merchant verifies and provides the necessary supporting documentation.
- Xcotton contacted the consumer to discuss the claims process.
- Xcotton determines whether an insurance claim falls under the following categories:
- Yes → Proceed to claims process
- No → Proceed to the merchant's after-sales process
3. Consumers choose the form of compensation.
- A. ReshipmentXcotton reships the goods to the consumer after confirming the order on the merchant's platform.
- B. Cash compensationXcotton pays the corresponding amount to the consumer.
Shipping Protection Claims System
If you encounter a lost or damaged package after shopping, you can...Xcotton Claims CenterSubmit a claim. You can log in to the Claims Center in the following two ways:
Method 1: Via login link
- Open the claims center login page:https://sp.xcottons.com/parcel#/parcel/parcel-login
- Enter your email address and...Shipping Protection ID：
- ClickNEXTProceed to the next step and submit your claim information as prompted on the page.
Method 2: Purchase emails
Buy Shipping ProtectionAfter the service, you will receive an email with the subject line "“Xcotton Shipping Protection Placed Successfully”The email.
Click the area marked in red in the email to go directly to the claims center and submit your claim.
Frequent Shipping Protection Questions
Q1: Is Shipping Portection guaranteed?freightloss?
A1: The basis for calculating the Shipping Protection service fee is based on the consumer's purchase price, therefore, Xcotton can
The maximum amount of compensation that can be borne is the purchase price of the goods.Excludes shipping costs and Xcotton's own fees.。
Q2: If some parts of the goods are rusty, will Shipping Protection cover them?
A2: Shipping Protection covers loss and damage of goods during transit; quality issues with the product itself are not covered by Shipping.
Protection coverage applies. If the outer packaging is free of water stains, then issues such as rust and oxidation are not considered problems caused during transportation.
Not covered by Shipping Protection.
Q3: If the goods cannot be installed or function properly after receipt, will Shipping Protection cover them?
A3: Shipping Protection covers loss and damage of goods during transit; issues related to the product's quality are not covered by Shipping.
Protection coverage applies if the outer packaging and the goods themselves are undamaged, but the goods cannot be properly installed or used.
Problems caused by this are not covered by Shipping Protection.
Q4: If a consumer only receives part of the goods, will Shipping Protection cover the claim?
A4: Shipping Protection covers loss and damage of goods during transit. If the outer packaging of the package and the goods themselves are not
If the item is damaged or its dimensions are much larger than the package size, it's generally because the seller forgot to include it, not because it was lost during transit.
Loss is not covered by Shipping Protection.
Q5: Can Shipping Protection be cancelled?
A5: 1) Before shipment: Full refund of insurance premium. This includes allowing only the insurance premium to be refunded, without refunding the main product.
2) After shipment:
a. Merchant-side issues, including sending the wrong goods, inaccurate website descriptions, and defective items: full refund.
b. Consumer-side issues, including no-reason returns, wrong purchases, no longer needing the item, better prices available, etc.: no refunds.
Q6: How long does Shipping Protection take to process claims?
A6: Xcotton's claims response time is as follows:
1) Respond within 24 hours of receiving a consumer's application;
2) Provided that the claim documents are sufficient, the claim payment will be completed or a new order will be placed within the second business day;
3) Merchants' routine claims inquiries will be responded to within 24 hours.