Shipping Protection Coverage
Loss Coverage
Domestic Packages
If your package is not marked as “Delivered” by the courier within 30 days from the shipment date, it may be considered lost.
Claims for these losses must be reported within 90 days of the shipment date.
International Packages
If your package is not marked as “Delivered” by the courier within 60 days from the shipment date, it may be considered lost.
Claims for these losses must be reported within 90 days of the shipment date.
Packages Marked as “Delivered” but Not Received
If your package is marked as “Delivered” by the courier but you have not received it, it may be considered lost if sufficient supporting documentation is provided.
Supporting documentation may include a carrier letter, police report, security camera recording, or other evidence requested by Xcotton.
Claims must be reported within 7 days after the courier tracking status is updated to “Delivered.”
For eligible loss claims, compensation may be provided in the form of a replacement or refund, subject to the applicable terms and compensation limits.
Damage Coverage
If your package is damaged during transit, you may be eligible for either a replacement or refund.
Compensation will not exceed the original purchase value of the covered product.
Damage must be reported within 7 days after the courier tracking information is updated to “Delivered.”
Photos of the damaged product, packaging, shipping label, or other supporting documentation may be required.
Mis-delivery by Courier
If your package is marked as “Delivered” but you have evidence that the courier delivered it to an address different from the shipping address specified in your order, please contact the carrier to request correction.
If re-delivery costs are incurred as a result of an eligible courier mis-delivery, those costs may be covered by Xcotton.
If the package cannot be located, the issue may be processed as a lost-package claim.
Mis-delivery claims must be reported within 7 days after the courier tracking status is updated to “Delivered.”
Delivery Delay
A delivery delay may occur when a covered package has not been delivered to its destination within the agreed delivery timeframe.
Eligible delayed shipments may qualify for compensation, subject to Xcotton’s applicable Shipping Protection Terms and Conditions.
For details regarding eligibility, compensation, limitations, and claim requirements, please visit:
https://sp.xcottons.com/parcel#/terms/SP-delay
Compensation Limits
Compensation for eligible loss, damage, or delivery delay claims is subject to the applicable limits, conditions, and exclusions established by Xcotton.
Petfairs does not determine or guarantee compensation amounts. All claim eligibility, compensation limits, and final payment decisions are determined by Xcotton in accordance with its applicable Shipping Protection Terms and Conditions.
For complete information regarding compensation limits and applicable terms, please visit:
https://sp.xcottons.com/parcel#/terms/SP-delay
Claim Reporting Periods
Claim deadlines depend on the type of shipping issue.
Domestic Package Not Delivered
A domestic package may be considered lost if it has not been marked as “Delivered” within 30 days of the shipment date.
The claim must be submitted within 90 days of the shipment date.
International Package Not Delivered
An international package may be considered lost if it has not been marked as “Delivered” within 60 days of the shipment date.
The claim must be submitted within 90 days of the shipment date.
Marked “Delivered” but Not Received
The claim must be submitted within 7 days after the tracking status is updated to “Delivered.”
Damaged Package
The claim must be submitted within 7 days after the tracking status is updated to “Delivered.”
Courier Mis-delivery
The claim must be submitted within 7 days after the tracking status is updated to “Delivered.”
Customers should report eligible shipping issues as soon as reasonably possible after discovering the problem.