Xcotton Shipping Protection Claims Guide
Xcotton’s Shipping Protection covers common losses and damages during package transit, ensuring consumer confidence. Claims processing is pivotal to this service. To streamline the experience, this guide outlines how consumers claims shipping protection.
* The corresponding price insurance will be automatically selected based on the order amount and cannot be purchased separately.
1. Shipping Protection Coverage and Claims Rules
Coverage Scope
| Scenario | Criteria | Claim Supporting Materials | Compensation Amount | Claim Time Limit |
|---|---|---|---|---|
| Lost during transit | Logistics does not show delivery. Domestic packages not delivered within 30 days of shipment/international packages not delivered within 60 days of shipment are considered lost. | Logistics tracking information | The discounted order amount (shipping and taxes are compensable only if included in the original order total). | All issues must be reported within 90 days of the order date. For special cases, Xcotton will work with the KiiBOOM to resolve. |
| Partially lost during transit | Single order with multiple packages: Verify the logistics status of each individual package, assessing according to loss, damage, or theft conditions. Single order with single package: 1) Outer packaging shows signs of damage; 2) Discrepancy between carrier's recorded weight and actual package weight. |
1) Logistics receipt on the outer packaging (with tracking number & weight); 2) Photos of all sides of the outer packaging; 3) Received items photos & actual weight verification. |
Claim amount based on lost goods amount, the maximum compensation shall not exceed the discounted order amount (if re-shipping is required). | Same as above. |
| Porch piracy incident | Logistics shows delivery, but the consumer did not receive the package. |
1) Police report; 2) Or relevant on-site video evidence; 3) Or loss certificate provided by the logistics company |
The discounted order amount | Same as above. |
| Damage during transit | When the buyer receives an item with obvious breakage, cracks, bending (if the item is not bendable), crushing, etc., rendering it unusable. The goods themselves are damaged, with outer packaging damage serving as supplementary evidence. |
1) Logistics label on the outer packaging; 2) Photos of all sides of the outer packaging; 3) Photos of the product packaging; 4) Photos of the damaged part of the item |
Partial: Replacement part cost + shipping，or partial cash compensation, up to discounted order amount. Full compensation: the discounted order amount. | Same as above. |
| Additional costs due to strikes or riots | Strikes or riots encountered during transportation. Domestic/international packages not delivered within time limits are considered lost. |
1) Logistics tracking information; 2) Official statements or mainstream media reports |
Additional shipping costs, up to discounted order amount | Same as above. |
| The logistics misdelivered the shipment to an incorrect address | Logistics provider delivery error (excluding errors caused by the consumer). POD address does not match the order shipping address. |
1) Order screenshot showing the recipient's address; 2) Image proof of the correct delivery address; 3) Other evidence proving mismatch between POD and designated address. |
1) For traceable shipments: Compensation for secondary delivery costs; 2) For untraceable shipments: Treated as lost, compensated at the discounted order amount. | Same as above. |
2.Shipping Protection Claims Process
3. Shipping Protection Claims System
After purchasing Shipping Protection services, consumers can file claims for lost or damaged packages via the Xcotton Claims Center. There are two ways to log into the Claims Center as follows:
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Visit: https://seller.xcottons.com/parcel#/parcel/parcel-login, enter Email and Shipping Protection ID.
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Email Confirmation: After purchase Shipping Protection Services, consumers receive an email titled “Xcotton Shipping Protection Placed Successfully”, click the highlighted link in the email to access the Claims Center.
For any claim-related inquiries, consumers may contact us at: support@xcottons.com
4. Shipping Protection FAQs
