Shipping Protection FAQ
Q1: What is Shipping Protection?
A1: When purchasing from Xcotton-partnered stores, you may opt for Shipping Protection to safeguard your order against loss, damage, or misdelivery during transit.
Q2: When am I eligible to file a claim?
A2: You may submit a claim under the following circumstances:
- Domestic orders undelivered after 30 days or international orders undelivered after 60 days from the shipment date.
- Visible damage to the delivered package.
- Package marked "delivered" but not received (requires supporting documentation, e.g., police report or security footage).
- Misdelivery to an incorrect address due to system/processing errors (provided the correct address was submitted at checkout).
Q3: How do I file a claim?
A3: To report lost, damaged, or misdelivered packages:
- Visit the Xcotton Resolution Center
- Email support@xcottons.com
Note: All claims must be submitted within 90 days of the order date.
Q4: Can I cancel Shipping Protection?
Pre-shipment: Contact the merchant directly for a refund.
Post-shipment: Non-refundable once the order is shipped.
Product Protection FAQ
Q1: What does the Product Protection Plan cover?
Accidental Damage during Handling: Unintentional damage such as drops, spills, cracked screens during normal use.
Extended Warranty: Mechanical or electrical failure after the manufacturer's warranty ends.
Power Surge: Protection from voltage spikes that could damage electronics.
Battery Failure: One-time battery replacement.
Q2: When does coverage begin?
Accidental Damage Protection: Starts immediately upon plan purchase.
Extended Warranty: Starts after the manufacturer's warranty expires.
Example: A 3-year plan for a product with 1-year manufacturer’s warranty:
| Year 1 | Year 2 | Year 3 |
|---|---|---|
| Accidental Damage | Accidental Damage | Accidental Damage |
| Manufacturer’s Warranty | Extended Warranty | Extended Warranty |
Q3: Can I cancel the plan?
Within 60 days of purchase:
- No claims filed: Full refund (100%)
- Claims filed: Refund = Plan price − claim amount paid
After 60 days of purchase:
- Refund = [(Total coverage days − Days used) ÷ Total coverage days] × Plan price − paid claims − admin fee (max $50)
Q4: How are claims resolved?
- Visit the Xcotton Resolution Center
- Email support@xcottons.com
Key Note – Liability Limit: The total reimbursement will not exceed the product’s original purchase price.
