Order Protection
Your order is protected —
from checkout to your driveway.
from checkout to your driveway.
Shipping Protection covers your parcel against loss, damage and delayed delivery in transit. Below are the exact rules Xcotton applies — what counts as a covered event, what you get, what documents we need, and the deadlines that matter.
Two deadlines to remember. All claims must be reported within 90 days of the shipment date. A parcel counts as lost when it is not delivered within 30 days (domestic) or 60 days (international) of shipment.
What is covered — and what you get
These are the six situations Xcotton covers. Compensation is calculated on the value of the affected goods, not on the shipping fee.
| Situation | How it is assessed | What you receive | Documents |
|---|---|---|---|
| Lost in transit | Not delivered within 30 days (domestic) / 60 days (international) of shipment | Full refund of the goods value | None — tracking is checked automatically |
|
Partially lost (multi-parcel orders) |
One parcel of a multi-box order is missing | Refund based on the value of the missing goods | Label with tracking + weight; photos of all box sides; photos of what arrived + its actual weight |
|
Porch piracy (marked delivered, not received) |
Tracking shows delivery but the parcel was not received | Full refund of the goods value | Police report, on-site video evidence, or a loss certificate from the carrier |
| Misdelivery | Proof-of-delivery address does not match your order address | Re-send succeeded → resend shipping fee refunded. Not traceable → treated as lost, full refund | None — addresses are compared automatically |
| Damaged in transit | The unit itself is damaged; outer-box damage supports the claim | Partial: replacement part cost + shipping, or partial cash refund. Total loss: full refund of the goods value | Label; photos of all box sides; photos of the damaged area |
| Delayed delivery | Transit time exceeds the delivery time we promised at checkout | $5 per order, paid once per order | None — tracking is checked automatically |
Damage must be reported with the original packaging kept. Compensation for damage is capped at the goods value. Across a policy period, total payouts are capped at the protection fee paid on the order.
How it works
STEP 1
Add it at checkout
Select Shipping Protection on the cart or checkout page. The fee is calculated from your order total and applies only to the items in that order — it cannot be added afterwards.
STEP 2
Coverage starts at shipment
Your parcel is covered from the moment it ships. Keep the confirmation email — it carries your protection reference and the claim contact.
STEP 3
If something goes wrong, tell us
Email your order number and photos. We open the claim with Xcotton, chase the carrier where needed, and update you until it closes.
How to file a claim
Claims are underwritten and decided by Xcotton. We handle the paperwork with you so you are not dealing with the carrier or the portal alone.
Please keep until the claim closes: the outer box, the shipping label with its tracking number and weight, all packing material, and the damaged part. Claims are commonly refused when this evidence has been discarded.
Free Return (return shipping cover)
If you selected Free Return at checkout, the return shipping cost is covered when the return is your decision rather than a fault of the product. The conditions are:
- The return request fits our published return policy and is raised within the return window we allow.
- The return shipping cost is yours to bear under that policy.
- The item is returned in its original packaging box.
- We confirm the return request and provide the return label; the tracking number is recorded.
Cover is the actual return shipping cost, capped at the discounted order amount. Return claims must also be reported within 90 days of the original shipment date.
Frequently asked questions
What if my parcel simply never arrives?
A parcel is treated as lost after 30 days (domestic) or 60 days (international) without delivery. You get a full refund of the goods value, and no documents are needed — tracking is verified automatically.
Tracking says delivered but nothing arrived.
That is a porch-piracy claim. You receive a full refund of the goods value, but it requires one of: a police report, on-site video evidence, or a loss certificate from the carrier. Report it as soon as you notice — the 90-day limit still applies.
The unit arrived damaged. What do I get?
If it is a partial damage you can receive the replacement part cost plus shipping, or a partial cash refund. If the unit is a total loss you receive a full refund of the goods value. Either way we need photos of the label, every side of the box, and the damaged area — and the packaging must be kept.
My delivery is late — is that covered?
Yes. If transit takes longer than the delivery time we promised at checkout, the cover pays $5 per order, once per order. No documents are needed.
How long do I have to report a problem?
90 days from the shipment date, for every type of claim. Claims raised after that window cannot be accepted.
Who actually pays the claim?
Xcotton underwrites and decides the claim; AWESAFE is your point of contact and handles the filing. Total payouts across the policy period are capped at the protection fee paid on the order.
When is a claim not covered?
The usual exclusions are an incorrect or incomplete address supplied at checkout, damage caused intentionally or by misuse after delivery, normal wear, and claims filed after the 90-day window. The Xcotton policy terms govern in every case.
Can I cancel the protection fee?
Before the order ships, yes — contact us and we cancel it with the order. Once the parcel is in transit the fee cannot be cancelled, because cover has already started.
Does this replace the product warranty?
No. Shipping Protection covers what happens in transit; the warranty covers defects in the unit after delivery. If you are unsure which applies, email us and we will route it correctly.
Need to start a claim?
Email your order number and photos. We reply within one business day, Monday to Friday.
Email support@awesafeinc.com
Official Xcotton protection portal: sp.xcottons.com/parcel
Shipping Protection and Free Return are provided and administered by Xcotton under its policy terms. AWESAFE publishes this guide for clarity and assists customers through the claims process; coverage decisions and payouts are made by Xcotton. Where this page and the Xcotton policy differ, the Xcotton terms apply.