Part 01
Shipping Protection Claims Guide
Xcotton’s Shipping Protection covers common losses and damages that may occur during package transit, helping ensure consumer confidence when placing an order. Claims processing is a core component of this service. To streamline the experience, this guide outlines how consumers can file shipping protection claims.
- The corresponding price insurance will be automatically selected based on the order amount and cannot be purchased separately.
1. Shipping Protection Coverage
| Coverage Scope | Scenario | Covered |
|---|---|---|
| Loss | Lost during transit | Yes |
| Partially lost during transit | Yes | |
| Porch piracy incident | Yes | |
| 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 | Yes |
| Logistics misdelivered the shipment to an incorrect address | Logistics provider delivery error (excluding errors caused by the consumer) | Yes |
| Delay | Delay | Yes. USD $5 / order |
2. 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:
-
A. Direct link:
Visit https://seller.xcottons.com/parcel#/parcel/parcel-login , then enter your Email and Shipping Protection ID. -
B. Email confirmation:
After purchasing Shipping Protection services, consumers will 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, please contact: support@xcottons.com
Email Example
FAQ - Shipping Protection
Once you purchase the insurance, your products will be fully covered during the shipping process. Specific coverage includes, but is not limited to:
Lost Products: If your product is lost during shipping, you can file a claim in accordance with the insurance terms.
Damaged Products: If the product is damaged during shipping, the insurance will provide compensation.
Other Unforeseen Circumstances: If the product is damaged or lost due to force majeure (e.g., traffic accidents), the insurance will handle the claims based on specific terms.
At checkout, you can choose to purchase Shipping Protection. If you select this option, the service fee will be automatically added to your total order amount. Please note that the Shipping Protection service is order-based and will cover only the products purchased in the order.
After purchasing the Shipping Protection service, you will receive the coverage details and Xcotton’s contact details, including the Shipping Protection service number, claims guide, and the claims process.
Contacting Xcotton: If your product is lost or damaged during shipping, please contact Xcotton immediately to initiate a claim. You can file a claim using the Shipping Protection service number and the provided contact details.
Claim Requirements: According to the service terms, you may need to provide relevant supporting documents, such as a proof from the shipping company, photos of the damaged product, etc. Please refer to Xcotton’s claims guide for specific requirements.
Responsibility for Purchasing Shipping Protrection: Once you purchase the Shipping Protection service, any risks related to product damage or loss during shipping will be covered by Xcotton. We will assist you by providing necessary information, but the claims process will be handled solely by Xcotton.
Insurance Terms: The terms and conditions provided by Xcotton will apply to customers who purchase the Shipping Protection service. Please read the insurance terms carefully before purchasing to understand the coverage, claims process, and other relevant details.
Exemption Clauses: In certain situations (e.g., if incorrect delivery information is provided or if the product is intentionally damaged), Xcotton may not be liable for compensation. For detailed exemption clauses, please refer to the terms and policies provided by Xcotton.
If your order has not been shipped, please contact us to request a refund for the shipping protection.
If your order has already been shipped, the shipping protection cannot be canceled.
Ensure Accurate Shipping Information: Please make sure that your shipping address, contact number, and other information are accurate when placing your order to ensure smooth delivery and avoid issues with claims due to incorrect information.
Check Your Products Promptly: After receiving your products, please inspect them immediately. If you find any damage or other issues, contact [support@xcottons.com] as soon as possible to start the claims process.
part 02
Product Protection Claims Guide
Xcotton's Product Protection covers accidental damage—such as drops, cracks, or liquid spills—as well as power surges, starting from the date of plan purchase. The plan also covers mechanical and electrical breakdowns that occur after the manufacturer's warranty expires. To ensure a smooth and efficient claims process, we have created this simple guide to help you file a claim.
1. Product Protection Coverage
| Coverage Scope | Scenario | Covered | Effective Time |
|---|---|---|---|
| Mechanical/Electrical Failures | The Covered Product fails to perform as the manufacturer intended during normal usage due to structural or operational failure(s) caused by defects in materials or workmanship. | Yes | Begins after the Manufacturer's Warranty Expires |
| ADH (Accidental Damage from Handling) | The Covered Product fails to perform as the manufacturer intended due to accidental damage from handling during normal usage, such as accidental drops or liquid spills or submersions. During the claims process, ADH coverage requires an explanation of where, when, and how the accidental damage occurred. Failure to provide this information may result in claim denial. | Yes | Begins on the Date of Purchase |
| Power Surge | The Covered Product fails to perform as the manufacturer intended during normal usage due to structural or operational failure(s) caused by a power surge. | Yes | Begins on the Date of Purchase |
2. Product Protection Claims System
After purchasing Product Protection Services, consumers can file claims for ADH via the Xcotton Claims Center.
There are two ways to log into the Claims Center as follows:
-
A. Direct link:
Visit https://sp.xcottons.com/parcel#/productProtection/protection-login , enter your Email and Product Protection ID. -
B. Email confirmation:
After purchase, consumers receive an email titled “XCOTTON PRODUCT PROTECTION PLAN PURCHASE CONFIRMATION”. Click the highlighted link to access the Claims Center.
Email Example
FAQ - Product Protection
Xcotton offer 3 Product Protection Plan : 1 year/2 years/3 years. The product protection plan specifically covers the following:
·Extended warranty after manufacturer's warranty expires.
·Accidental damage.
·Power surge
Example: For a product that comes with a 1-year manufacturer's warranty, the Product Protection Plan covers the following:
1 Year Plan: Includes Accidental Damage Protection and Power Surge Protection for 1 year.
2 Years Plan: Includes Accidental Damage Protection and Power Surge Protection for 2 years, along with a 1-year extended warranty. This means your product will have a total of 2 years of coverage for warranty, accidental damage and power surge. The warranty for the first 1 year is provided by Merchant, while the following 1-year warranty is covered by Xcotton (Partner with AIG).
3 Years Plan: Includes Accidental Damage Protection and Power Surge Protection for 3 years, along with a 1-year extended warranty. This means your product will have a total of 3 years of coverage for warranty, accidental damage and power surge. The warranty for the first 1 year is provided by Merchant, while the following 2 years warranty is covered by Xcotton (Partner with AIG).
The cost of the protection plan varies depending on the product purchased and the coverage period. You will be able to view the cost during checkout.
You may enroll in the plan together with the purchase of our products on the Merchant Official Website. Once the protection plan is purchased, you will receive a confirmation email advising details of the protection plan. The coverage period begins from the date you purchase the product.
If you experience an issue covered by the product protection plan, you can contact the resolution center through the link on your confirmation email. Follow the instructions on the link and Xcotton’s claims specialist will guide you through the process. Merchant also provide assistance as needed.
Please note: The aggregate claim amount is limited to the original purchase price of your product.
If you decide to return or exchange a product after purchasing the product protection plan, please notify us promptly. The product protection plan may be affected by the returns or exchanges, and specific conditions may apply. Please consult our customer service or click the link to the customer support on your confirmation email for assistance.
The product protection plan’s coverage and services are provided by Xcotton (Partner with AIG) and we act solely as an intermediary. We do not assume any responsibility for the quality or execution of the protection plan and services. Please read the protection plan’s terms and conditions carefully and confirm the scope of coverage.
For any inquiries regarding the product protection plan, please contact our customer service:
Email: contact@homerunpet.com
Email: support@xcottons.com
Thank you for your understanding and support. We hope you enjoy your shopping experience!
Cancellation is allowed anytime. Refunds depend on timing:
·Within 60 days of purchase:
No claims filed: Full refund (100% of the Product Protection plan price).
Claims filed: Refund = Product Protection plan price - paid claim amount(s).
·After 60 days of purchase:
Refund = [(Total coverage days - Days used) / Total coverage days] × Product Protection plan price -paid claim amount(s) (if any) - administrative fee (varies by state law, capped at $50 USD).
You may refer to the Xcotton Product Protection Plan’s Terms and Conditions for details.