To enhance customer satisfaction, Betterlovedoll have established a strategic partnership with XCOTTEN and introduced value-added Shipping Protection services. 

1. Loss Compensation

Package Type Service Period Claim Eligibility
Domestic 30 days post-shipment Courier reports "delivered" but not received
International 60 days post-shipment Courier reports "delivered" but not received
"Delivered" Discrepancy N/A Submit courier proof + ID documents within 7 days of tracking update

 

Compensation Method:

  • Item replacement or full refund (up to original purchase value)

2. Transit Damage

  • Full/partial refund or replacement for verified damage
  • Compensation capped at original purchase value

3. Address Misdelivery

  • Reimbursement for address correction costs (requires pre-approval)

Claims Protocol

📅 Critical Time Limits
⚠️ All claims must be filed within:

  • 90 days from order date (general rule)
  • 7 days for "delivered but not received" cases
  • Immediate reporting for misaddressed shipments

📩 Submission Channels:

  1. Online: Xcotton Resolution Center
  2. Email: support@xcottons.com

Policy Management

Cancellation Terms

Order Status Actionable Options
Unshipped Request refund via merchant
Shipped Non-cancellable

 

Shipping Protection FAQs

Q1: Does Shipping Protection cover shipping cost loss?
A1: Shipping Protection premiums are calculated based on the purchase price of goods. The maximum compensation amount is limited to the product's original purchase value, excluding shipping fees and Xcotton's own service charges.

Q2: If received items show rust, is it covered?
A2: Shipping Protection covers transit loss/damage only. Product quality defects (evidenced by intact packaging without moisture marks) fall under manufacturer warranty. Rust/oxidation not caused by transportation is excluded.

Q3: Is installation failure covered?
A3: Coverage applies only to transit-related issues. Functionality defects discovered upon receipt (with intact packaging and dimensions matching product specifications) are considered quality issues and excluded.

Q4: Partial delivery coverage?
A4: Shipping Protection applies to transit shortages. Cases showing:

  • No packaging damage + item size mismatching parcel dimensions → Suspected seller omission
  • Packaging integrity maintained → Excluded from coverage

Q5: Can Shipping Protection be canceled?
A5:

Phase Policy
Pre-shipment Full refund available (coverage cancellation without product return)
Post-shipment ▢ Seller liability (wrong item/defect): Full refund
▢ Buyer liability (change of mind): Non-refundable

 

Q6: What's the claims processing timeline?
A6:

  1. Initial response: Within 24 hours of claim submission
  2. Compensation execution:
    • Complete documentation → Payment/redelivery within 2 business days
  3. General inquiries: 24-hour response SLA