Overview of the Claim Process
If you encounter an issue with your package, please follow these steps to submit a claim:
Step 1: Access the Claims Center
You can enter the claims system through any of the following methods:
✅Option 1（Main methods）: Email Direct Link
Open your Shipping Protection confirmation email（Email Tittle:"Xcotton Shipping Protection Placed Successfully"） and click the "Xcotton Resolution Center"link to access the claims portal directly.
✅Option 2: Chessnut Assistance
Contact the Chessnut customer service team to obtain the claims submission link:
https://sp.xcottons.com/parcel#/parcel/parcel-login
Alternatively, the Chessnut customer service team may assist with a refund or reshipment.
Step 2: Select Claim Type & Submit Documents
1. Damage
Submit your claim directly through the online claims system.
The compensation amount will not exceed the original purchase value of the items.
Required: All three photo types (carrier packaging, product packaging, and product damage),and and additional comments about the issue
2. Loss
Scenario A: Carrier tracking shows the package as lost → claim approved directly.
Scenario B: Domestic shipments not delivered after 30 days / International after 60 days from shipment date → considered lost.
Scenario C: Tracking shows "delivered"but item not received (porch piracy/theft) – provide one of the following:
🚓Police report
📹Video evidence from security/doorbell camera
📦Written loss confirmation from the carrier
📄Other valid written documentation from a qualified party
If unable to provide the above, you may qualify for our Green Channel payout. If the merchant has already refunded or replaced the item, the claim payment will be issued to the merchant’s account.
3. Delay
Item not delivered within the delivery timeframe promised by the merchant at the time of purchase.
Compensation: $5 USD (or equivalent in store credit/currency).
Required: Screenshot or proof of shipping tracking showing the delay.
4. Incorrect Delivery Address
Coverage for additional costs incurred due to the carrier delivering to an address different from the order’s shipping address.
Important Timeframes
-Claim Filing Deadline: Claims must be filed within 90 days from the shipment date.
-Loss Definition: Domestic: 30 days / International: 60 days without delivery update.