Optional shipping protection provided by Xcotton helps with eligible package loss, damage during transit and delivery delays. If available for your order, you can choose it in your shopping bag and review the quoted fee before checkout.
Protection applies only when purchased for your order and confirmed by Xcotton. This is package shipping protection. It is separate from product warranty and is not general return-shipping insurance. Coverage and claim approval are subject to the applicable Xcotton terms and your protection confirmation.
What does it cover?
- Loss in transit: Under Xcotton’s claims rules, a domestic package not delivered within 30 days of shipment, or an international package not delivered within 60 days, may be treated as lost. Eligible partial losses can also be assessed.
- Delivered but not received: Xcotton may request a police report, relevant video evidence or a carrier loss certificate.
- Carrier misdelivery: When proof of delivery shows an address different from your order address, Xcotton assesses redelivery or loss compensation.
- Damage during transit: Keep the packaging and provide photos of the shipping label, all sides of the package and the damaged item. Compensation depends on the assessed damage.
- Delivery delay: Xcotton’s claims guide provides a one-time USD5 payment per eligible order when transit exceeds the seller’s promised delivery timeframe. This does not change the store’s published delivery estimate.
Compensation limits
Total compensation for covered claims is capped at the amount paid for the covered goods. Original shipping charges, taxes and the shipping-protection fee are excluded. Specific approved redelivery or replacement-part shipping costs may be handled under the relevant claim rules; they are not a general refund of original shipping charges.
What is not covered?
Xcotton’s claims guide excludes unshipped parcels, including tracking that only shows “label created,” “pre-shipment” or “shipment information received”; an incorrect or incomplete address provided at checkout; incorrect items, colors, sizes or models; damage or inherent product defects that existed before shipment; and refused or returned parcels for reasons other than covered damage.
It also excludes the listed war, civil unrest, labor disturbance, terrorism/political acts, seizure/detention and government confiscation events. Refer to the applicable Xcotton terms for the complete wording.
If your order is out of stock, the wrong model was sent or your product has a quality problem, contact Mayluck for ordinary order or warranty assistance. Those issues are not automatically shipping-protection claims. Choosing not to buy optional protection does not replace Mayluck’s ordinary order-support responsibilities.
How to submit a claim
Report the issue within 90 days after the merchant marks the shipment as shipped, as required by Xcotton’s claims guide.
- Find your “Xcotton Shipping Protection Placed Successfully” email and open its Protection ID link; or
- Visit the Xcotton Resolution Center; or
- Email support@xcottons.com.
Keep your order number, tracking number and any supporting photos or documents. For partial losses, Xcotton may request package-label and weight evidence. Mayluck can help direct your request to the right support team at info@mayluck.store.
Xcotton determines eligibility and the appropriate resolution. Its claims guide states an initial response within 24 hours and payment or reorder processing within two business days when documentation is complete. These are Xcotton’s stated service timelines, not a guarantee that every claim will be approved or that funds will reach your bank within that period.
Can I cancel the protection?
Contact Mayluck before shipment to request cancellation and a full refund of the shipping-protection fee. Xcotton’s claims guide does not allow cancellation after shipment.
Where can I get other order help?
For order changes, stock availability, incorrect items or product help, contact info@mayluck.store. Shipping Protection does not replace our Shipping & Delivery, Returns or Warranty information.