Shipping Protection

What’s Shipping Protection

Shipping protection protects against loss and / or damage during transit.

What’s Covered

1. Loss Coverage

Ø Domestic Packages: If your packages are not marked as "Delivered" by the courier within 30 days from the date of shipment, we will consider them lost.

Ø International Packages: If your packages are not marked as "Delivered" by the courier within 60 days from the date of shipment, we will consider them lost.

Ø Packages Marked as "Delivered": If your packages are marked as "Delivered" by the courier but you do not receive them, we will consider them lost, provided you submit sufficient supporting documents.

For the cases mentioned above, we will compensate you with either a replacement or a refund, which will not exceed the original purchase value of the items.

2. Damage Coverage

If your packages are damaged during transit, we will compensate you by offering either a replacement or a refund. The compensation amount will not exceed the original purchase value of the items.

3. Mis-delivery by Courier

If the delivery address provided does not match the address specified in your order information, we will compensate the costs incurred to correct the address, subject to our approval.

4. Delay

If the item is not received within the agreed time, the customer may be eligible for a delay compensation of up to USD5 (or USD5 equivalent) per order.

How do I file a claim for my order?

If Your Covered Product is damaged or malfunctioned, please report the issue at

(1) Xcotton Resolution Center.

(2) E-mail:support@xcottons.com

What’s The Claim Reporting Period For All Situations

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

1. Issue of Loss:

Ø If the package is not marked as "Delivered" by the courier company, it must be reported within 90 days after the order date.

Ø If the package is marked as "delivered" but not received, it must be reported within 7 days from the time the courier's tracking record is updated to "delivered." And submit ONE of these proofs:
① Police Report
② Video Evidence 
③ Courier's Loss Confirmation 
④ Written Statement from a qualified party

⑤ Other Valid Evidence approved by us

2. Issue of Damage:

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

3. Mis-delivery by Courier:

If you find that the package has been delivered to the wrong address, please report it to us immediately.

4. Issue of Delay:

If the item is not received within the agreed time, Please report the issue via Xcotton Resolution Center upon discovery and within 90 days from the Date of Delivery.

Can I Cancel The Plan?

1. If your order has not been shipped, please contact the merchant to request a refund for the shipping protection.

2. If your order has already been shipped, the shipping protection cannot be canceled.

You Are Not Covered For:

The following situations are excluded.

1. Inputting incorrect and insufficient address when checkout

2. Unshipped parcels: Tracking statuses like “pre-shipment,” “label created,” or “shipment information received.”

3. Goods detained or confiscated by relevant law enforcement or government authorities.

4. Refused by recipient or returned to sender for other reasons: Unless due to damage (provide damage photos as proof).

5. Product issues happened before shipment: (e.g., rust, oxidation without visible water stains, or inherent product defects).

6. Incorrect items: wrong items, wrong color, wrong style or wrong size.