How to File a Claim
If your protected shipment is lost, damaged, mis-delivered, or delayed, please submit your claim directly to Xcotton.
Xcotton Resolution Center
https://sp.xcottons.com/#/parcel/parcel-login
When filing a claim, you may be asked to provide:
- Order information
- Shipping Protection information
- Tracking number
- Proof of purchase
- Shipping label
- Photos of damaged products or packaging
- Carrier documentation
- Police report
- Security camera recordings
- Other supporting documentation requested by Xcotton
Providing complete and accurate documentation may help Xcotton review your claim.
Exclusions
Shipping Protection does not cover every shipping or product-related issue.
Examples of exclusions may include:
- Incorrect or insufficient shipping information provided at checkout
- Packages that have not actually been shipped, including tracking statuses such as “Pre-shipment,” “Label Created,” or “Shipment Information Received”
- Goods detained or confiscated by law enforcement agencies or government authorities
- Packages refused by the recipient or returned to the sender for reasons not otherwise covered
- Product defects or damage that existed before shipment
- Incorrect products, colors, styles, or sizes
- Loss or damage caused by certain war-related events
- Certain civil disturbances, riots, strikes, or similar events
- Terrorist acts or politically motivated acts
- Other circumstances excluded under Xcotton’s applicable Shipping Protection Terms
This list is not exhaustive.
Please refer to Xcotton’s applicable Shipping Protection Terms and Conditions for the complete list of exclusions.
Accurate Shipping Information
Customers are responsible for providing complete and accurate shipping information when placing an order.
Please carefully confirm your:
- Recipient name
- Shipping address
- Postal or ZIP code
- Telephone number
- Other required delivery information
Loss or delivery issues caused by incorrect or insufficient shipping information may not be eligible for Shipping Protection compensation.
Cancellation
If your order has not yet been shipped, please contact Petfairs to request a refund of the Shipping Protection fee.
Once your order has been shipped, Shipping Protection cannot be canceled.
Third-Party Claims and Responsibility
Shipping Protection is provided and administered by Xcotton.
Xcotton is responsible for reviewing Shipping Protection claims and determining eligibility, required documentation, applicable compensation, and claim resolution in accordance with its applicable terms.
Petfairs may assist customers by providing relevant order or shipment information when necessary, but Petfairs does not independently approve or reject Shipping Protection claims.
Purchasing Shipping Protection does not guarantee that every claim will be approved.
All coverage is subject to Xcotton’s applicable Shipping Protection Terms and Conditions.
Need Help?
For questions about an existing Shipping Protection claim, please contact Xcotton:
Resolution Center:https://sp.xcottons.com/#/parcel/parcel-login
Email:support@xcottons.com
For questions regarding your Petfairs order before submitting a Shipping Protection claim, please contact Petfairs Customer Support.