Shipping Protection
Powered by Xcotton
Extra protection for your order for about 2% of your cart value.
Shipping Protection helps protect your order from unexpected issues during transit. Simply add it from your cart before checkout for extra peace of mind.
Your order
In transit
What It Covers
Package Loss
Covers cases where tracking stops updating or shows delivered but not received.
Item Damage
Covers damage caused during the shipping process.
Delivery Delay Compensation
Get compensation if your order arrives later than the estimated delivery date.
Mis-delivery Cost Coverage
Covers additional costs when the package is delivered to the wrong address.
24/7 Rapid Response
Claims are handled anytime, with most resolved quickly.
Smart Claim Process
Minimal information required for a fast and simple resolution.
How to Add Shipping Protection
Add products to your cart.
Find Shipping Protection in your cart.
The protection fee is displayed in your cart before checkout.
Turn it on to protect your order.
Coverage Details
Loss Coverage
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.
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.
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, Xcotton will compensate you with either a replacement or a refund, which will not exceed the original purchase value of the items.
Damage Coverage
If your packages are damaged during transit, Xcotton will compensate you by offering either a replacement or a refund. The compensation amount will not exceed the original purchase value of the items.
Mis-delivery by Courier
If the delivery address provided does not match the address specified in your order information, Xcotton will compensate the costs incurred to correct the address, subject to our approval.
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 to File a Claim
Xcotton Resolution Center
Log in to your account and submit your Shipping Protection claim directly through Xcotton’s Resolution Center.
Start a ClaimEmail Xcotton Support
You can also contact Xcotton directly by email for claim support and case review.
support@xcottons.comAll issues must be reported within 90 days of the order date.
Loss
Not marked “Delivered”:
Must be reported within 90 days after the order date.
Marked “Delivered” but not received:
Must be reported within 7 days from the time the courier’s tracking record is updated to “Delivered.”
Damage & Mis-delivery
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.”
Mis-delivery by Courier:
If you find that the package has been delivered to the wrong address, please report it immediately.
Delay
If the item is not received within the agreed time, please report the issue through the Xcotton Resolution Center upon discovery and within 90 days from the Date of Delivery.
Cancellation
If your order has not been shipped, please contact Wilprep to request a refund for the Shipping Protection.
If your order has already been shipped, the Shipping Protection cannot be canceled.
Frequently Asked Questions
What does Shipping Protection cover?
Shipping Protection may cover package loss, item damage, delivery delay compensation, and eligible mis-delivery costs, subject to Xcotton’s applicable terms, conditions, and eligibility requirements.
Who provides the Shipping Protection service?
Shipping Protection is provided through Wilprep’s partner, Xcotton. Coverage and claim decisions are subject to Xcotton’s terms, conditions, and eligibility requirements.
How much does Shipping Protection cost?
The protection fee is typically about 2% of your order value. The exact fee will be displayed in your cart before checkout.
How do I file a claim?
You can submit a claim through the Xcotton Resolution Center or contact Xcotton at support@xcottons.com .
Can I cancel Shipping Protection after purchase?
If your order has not been shipped, please contact Wilprep to request a refund for the Shipping Protection. Once the order has shipped, the Shipping Protection cannot be canceled.
Shipping Protection is offered by Xcotton in partnership with Wilprep. Coverage, eligibility, compensation, claim decisions, and service availability are subject to Xcotton’s applicable terms and conditions.