Shipping Protection — Protect Your Purchase

We’ve partnered with Xcotton to offer you premium Shipping Protection. When you add protection at checkout, your electric scooter is fully shielded against transit mishaps from the moment it leaves our warehouse until it safely arrives at your doorstep. If anything goes wrong along the way, we’ve got you covered with quick, stress-free solutions.

What We Cover

Your peace of mind is our priority. Our protection plan safeguards your order against the most common shipping issues:

1. Lost in Transit

▪︎Non-Delivery: If your domestic shipment hasn't arrived within 30 days of shipping (or 60 days for international orders), it is considered lost. We will arrange a replacement or issue a full refund for your items.

▪︎Porch Piracy: If tracking shows "delivered" but your package is nowhere to be found, we’ve got your back. Just provide a police report, on-site video, or a loss certificate from the carrier, and we will resolve it.

2. Damaged During Transit

▪︎Physical Damage: If your scooter or its parts arrive broken, cracked, bent, or crushed, we’ve got you covered. Depending on the severity, we will ship you replacement parts, offer partial compensation, or send you a brand-new replacement.

3. Misdelivered Shipments

▪︎Wrong Address: If the carrier mistakenly delivers your package to the wrong address (and the proof of delivery does not match your shipping address), we will cover the secondary delivery costs or treat it as lost to issue a replacement/refund.

4. Shipping Delays

▪︎Late Arrivals: If your package is not delivered within the promised shipping window, you are eligible for a $5 USD compensation. If the package is ultimately confirmed lost, we will compensate you for the remaining value.

How to File a Claim

Filing a claim is quick, simple, and hassle-free. We make sure you get back on the road in no time.

  • Step 1: Submit Online in Minutes Simply visit the Xcotton Shipping Protection Resolution Center or email us directly at support@xcottons.com.

  • Step 2: Quick Review The Xcotton dedicated claims team will review your case. You’ll receive an initial response within 24 hours.

  • Step 3: Choose Your Solution Once approved, you can choose your preferred compensation: we can re-ship your order directly or issue a cash refund/store voucher. Payments or reorders are processed within 2 business days once documentation is complete.

Frequently Asked Questions

Q: What is the maximum compensation amount?

A: The maximum compensation is capped at the actual purchase price of the items in your order (excluding shipping fees, taxes, or the shipping protection fee itself). 

Q: What is the claim filing window?

A: All claims must be reported within 90 days of the original order shipment date. 

Q: What is not covered by Shipping Protection?

A: The plan does not cover issues resulting from:

* Customer inputting an incorrect or incomplete address at checkout.

* Packages that haven’t been shipped yet (status showing "label created" or "pre-shipment").

*Customer change of mind, package refusal, or return to sender (unless due to damage).

*Receiving the wrong item, size, color, or style (these are handled through our standard return policy, not shipping insurance).

* Inherent product defects or pre-existing quality issues before shipping. 

Q: Can I cancel the Shipping Protection?

A: Yes, you can cancel and get a full refund for the protection fee any time before your package ships. Once the package has left our facility, the protection cannot be cancelled or refunded.