Shipping Protection
Coverage for eligible packages that are lost, damaged, or delivered to the wrong address.
View Shipping Coverage →
CATLINK Protection & Claims
A little extra protection.
A little extra protection.
A lot more peace of mind.
Learn what your protection covers, how to file a claim, and where to get help with shipping or product issues.
File a ClaimProtection services provided by Xcotton.
Know Your Coverage
Two Types of Protection.
One Place for Answers.
Shipping Protection covers eligible delivery issues. Product Protection covers eligible accidents and product failures. Check your order confirmation to see which coverage you purchased.
Product Protection
Coverage for eligible accidental damage and mechanical or electrical failures, depending on your plan.
View Product Coverage →02 / Shipping Protection
When delivery doesn’t go to plan.
Find your situation below and prepare the supporting information for Xcotton’s assessment.
| Situation | Assessment criteria | Documents to prepare | Potential resolution |
|---|---|---|---|
| Entire parcel missing | Tracking does not record delivery. Domestic shipments remain undelivered after 30 days from shipment; international shipments after 60 days. | Tracking number and shipment history. | Approved replacement or compensation based on the discounted value of affected goods, subject to the purchased terms. |
| Part of an order missing | Each package’s tracking is reviewed. For missing contents in one package, packaging damage and recorded-versus-actual weight differences support assessment. | Shipping label with tracking and weight; photos of all package sides; received goods and actual weight evidence. | Replacement or compensation for confirmed missing goods, within the applicable order-value limit. |
| Delivered but not received | The carrier records delivery, but the package has not been received. | Supporting evidence such as a police report, relevant video or carrier loss certificate. | Approved replacement or compensation based on the eligible value of missing goods. |
| Goods damaged in transit | The product itself is damaged. Outer-package damage is supplementary evidence. | Shipping label; outer and inner packaging photos; clear images of the product and damaged parts. | Replacement parts and approved shipping, partial payment or total-loss settlement, depending on the damage. |
| Carrier misdelivery | The carrier’s proof of delivery differs from the correct address supplied at checkout. | Order address; correct delivery-location evidence; proof of the delivery mismatch. | Approved redelivery costs if recoverable; loss assessment if the parcel cannot be located. |
On mobile, swipe horizontally to view the full table.
Report delivery issues promptly.
A 90-day reporting window applies. Refer to your protection
confirmation for its applicable start date and submit your
claim as soon as possible.
Approval, eligible amounts and settlement methods are determined by Xcotton under the purchased protection terms.
Shipping Protection
Shipping Protection: What’s Covered
If something goes wrong with your delivery, use the guide below to see what information you’ll need to file a claim.
| Delivery Issue | When You Can File a Claim | What You’ll Need | How Your Claim May Be Resolved |
|---|---|---|---|
| Lost Package | Tracking does not show delivery, and the package has not arrived within 30 days of shipment for domestic orders or 60 days for international orders. | Your tracking number and shipping history. | An approved replacement or payment based on the purchase price of the affected items after discounts, subject to your coverage terms. |
| Missing Items or Packages | Part of your shipment is missing. Xcotton will review each package’s tracking information and, when relevant, any packaging damage or differences in shipment weight. | Photos of the shipping label, all sides of the package, the items received, and evidence of the package’s actual weight, if available. | Replacement or payment for the missing items, up to the applicable coverage limit. |
| Marked Delivered, but Not Received | Tracking shows delivery, but you have not received the package. | Supporting documentation, such as a police report, security footage, or a written statement from the carrier confirming the loss. | An approved replacement or payment for the covered items. |
| Items Damaged in Transit | The items arrive damaged. Damage to the shipping box may help support your claim, but photos of the damaged items are also needed. | Photos of the shipping label, outer and inner packaging, and damaged items or parts. | Replacement parts, a partial payment, or a replacement or payment for the item, depending on the damage and your coverage. |
| Delivered to the Wrong Address | The carrier delivers to an address that does not match the correct shipping address on your order. | Your order’s shipping address and documentation showing where the package was delivered. | Approved redelivery costs if the package can be recovered, or a lost-package claim if it cannot. |
Swipe to view the full table on mobile.
Please report delivery issues as soon as possible.
A 90-day claim filing window applies.
Check your protection confirmation for the date this window begins.
All claims are subject to review and approval by Xcotton. Coverage limits and available resolutions depend on your purchased protection.
Getting Started
How to File a Shipping Claim
File directly with Xcotton, or contact CATLINK for help getting started.
File Directly With Xcotton
- Open the claims portal or follow the claim link in your protection confirmation email.
- Describe the issue and upload the required documents.
- Xcotton will review your claim and contact you if more information is needed.
- If your claim is approved, Xcotton will explain your available replacement or payment options.
Get Help From CATLINK
- Contact CATLINK with your order number and a brief description of the issue.
- Our team can help you find the correct Xcotton claim link.
- Submit your claim and supporting documents through Xcotton.
- Xcotton will review your claim and explain the next steps.
CATLINK can help you get started. Xcotton handles claim reviews and coverage decisions.
Access Your Shipping Claim
Sign In Through the Claims Portal
Enter the email address used for your purchase and the Shipping Protection ID listed in your confirmation email. Then select “Next” to continue.
Use the Link in Your Confirmation Email
Open your Xcotton Shipping Protection confirmation email and select the claim link to access the claims portal.
Have These Details Ready
- Your order number and protection confirmation
- Tracking numbers for all affected packages
- Photos or other documents related to the issue
- A brief description of what is missing or damaged
Common Questions
Shipping Protection FAQs
Find answers to common questions about claims, payments, and cancellations.
What is Shipping Protection?
Shipping Protection is an optional service that covers eligible loss, damage, or misdelivery during shipping. You must have purchased Shipping Protection for the affected order, and the issue must meet your coverage terms.
What if part of my order is missing?
Xcotton will review your order details with CATLINK to confirm which items are missing. If your order shipped in multiple packages, each package will be reviewed separately.
If items are missing from a package you received, keep the packaging and take photos of the shipping label, package, and items inside. Additional weight information may also be requested.
What happens if my item arrives damaged?
The resolution depends on the damage and your coverage:
- Minor cosmetic damage: A partial payment may be available if the item still works.
- Damaged parts: Xcotton may coordinate replacement parts and approved shipping with CATLINK.
- An unusable item: A replacement or cash payment may be available after review.
- An item that needs to be returned: Xcotton will explain the return and inspection process before confirming the resolution.
Keep the item and its packaging while your claim is being reviewed.
What happens if my package is confirmed lost?
Xcotton will generally offer to arrange a replacement through CATLINK. If you prefer a cash payment, ask Xcotton which options are available for your approved claim.
Are shipping charges, taxes, and the protection fee covered?
These charges are not automatically included in your claim payment. Your purchased protection terms determine which amounts are eligible.
Any approved cost to ship replacement items or parts is reviewed separately from the original shipping charge.
What isn’t covered?
Examples of issues that are not covered include:
- An incorrect or incomplete address entered at checkout
- Orders that have not shipped, including tracking marked “Label Created” or “Pre-Shipment”
- Items held or confiscated by government authorities
- Unclaimed or refused packages, except refusals due to damage
- Receiving the wrong item, color, size, or model
- Damage that occurred before shipping or a product defect
- Events excluded under the plan’s war, terrorism, capture, seizure, or related provisions
Check your protection terms for the full list of exclusions. For a wrong item or product defect, contact CATLINK for assistance.
How will I receive my claim payment?
Depending on your approved claim, payment may be available by bank transfer. A CATLINK gift card or voucher may also be an option if confirmed by both parties.
In limited cases, a refund through CATLINK may be arranged if you cannot provide bank details. A refund to your original payment method is not automatic because Xcotton does not have access to your original payment information.
Can I cancel Shipping Protection?
Before your order ships: Contact CATLINK to request cancellation and a refund.
After your order ships: Non-refundable once the order is shipped.
How long does a claim take?
Processing time depends on the information needed to review your claim. Xcotton will let you know if additional documents are required and explain the next steps.
The time needed to arrange a replacement is separate from its shipping and delivery time.
Who should I contact about a claim or a missing confirmation email?
Email support@xcottons.com with your order number and the email address used for your purchase.
Product Protection
Product Protection: What’s Covered
Understand your plan’s benefits, coverage dates, and claim requirements.
Coverage for Everyday Accidents
Coverage for eligible accidents during normal use, such as drops or spills, as outlined in your plan.
Coverage Beyond the Manufacturer’s Warranty
Coverage for eligible mechanical or electrical failures after the manufacturer’s warranty ends, as outlined in your plan.
Additional benefits vary by plan.
Power surge or battery coverage applies only if it is included
in your purchased plan and applies to your product.
When Does Coverage Start?
Accidental damage coverage and extended warranty coverage may start on different dates. Check your plan confirmation for your coverage period.
The example below shows a three-year total plan for a product with a one-year manufacturer’s warranty.
| Coverage | Year 1 | Year 2 | Year 3 |
|---|---|---|---|
| Accidental Damage | Covered* | Covered* | Covered* |
| Mechanical or Electrical Failure | Manufacturer’s Warranty | Extended Warranty* | Extended Warranty* |
*For illustration only. A three-year plan does not necessarily add three years to the manufacturer’s warranty. Your purchased plan determines the actual coverage dates.
Plan Information
Cancellations & Refunds
Product Protection has its own cancellation rules. The examples below apply only if they are included in your plan terms.
| When You Cancel | How the Refund Is Calculated* |
|---|---|
| Within 60 days — no claim filed | Full refund of the plan price. |
| Within 60 days — a claim has been filed | Plan price minus any claim payments. |
| After 60 days | Prorated refund for the unused coverage period, minus claim payments and any applicable administration fee. |
Example: Refund After 60 Days
(Unused coverage days ÷ Total coverage days) × Plan price − Claim payments − Applicable administration fee
(Unused coverage days ÷ Total coverage days) × Plan price − Claim payments − Applicable administration fee
*Your plan terms determine the refund amount and any fees. If this cancellation structure applies, the referenced administration fee is capped at $50. Contact Xcotton to confirm your refund.
How do I file a Product Protection claim?
Visit the Xcotton Resolution Center or email support@xcottons.com .
Have your plan confirmation and proof of purchase ready. Xcotton will explain which documents are needed and what happens next.
Is there a limit on claim payments?
Your plan may limit the total amount paid across all claims. Where specified in the plan, total payments cannot exceed the product’s original purchase price.
Xcotton can confirm your limit and any remaining coverage.
Does Product Protection replace the manufacturer’s warranty?
The manufacturer’s warranty and Product Protection have separate terms and may cover different issues or time periods.
Check both documents to see which coverage applies to your situation.
Claims & Support
Ready to File a Claim?
Shipping Issue
File a claim for an eligible lost, damaged, or misdelivered package.
File a Shipping Claim →Product Issue
Get help with an issue covered by your Product Protection plan.
File a Product Claim →Need Help With Your Coverage?
Contact Xcotton at
support@xcottons.com
.
Coverage applies only to purchased protection and eligible claims. This page is a general guide. Your plan documents determine coverage, exclusions, deadlines, cancellations, and claim payments.