Shipping protection insurance policy
To provide a safer and more reliable shopping experience, WELLFIT has partnered with third-party shipping and insurance service providers to offer shipping protection insurance. By purchasing this insurance, you will receive additional coverage and can directly contact Xcotton(partner with AIG) in case of any issues. Below is a detailed explanation of the insurance policy:
1. Insurance Coverage
Once you purchase the insurance, your products will be fully covered during the shipping process. Specific coverage includes, but is not limited to:
Lost Products: If your product is lost during shipping, or your products is under Theft/Porch Piracy circumstance, you can file a claim in accordance with the insurance terms. If your packages are not marked as "delivered" by the courier within 30 days from the date of shipment, we will consider them lost. For such losses, the claims must be reported within 90 days after the shipment date. If your packages are marked as "delivered" by the courier but you do not receive them, we will consider them lost, provided you submit sufficient supporting documents,like Police Report, Carrier Letter, Security.
For the cases mentioned above, we will compensate you with either a replacement or a refund, which will not exceed the original purchase value of the items. For such loss, claims must be reported within 7 days from the time the courier's tracking record is updated to "delivered."
*Please note: If your claim is approved and compensation is issued (either a refund or a replacement), the insurance fee itself is non-refundable.
Damaged Products: If the product is damaged during shipping, the insurance will provide compensation.
If your packages are damaged, we will compensate you by offering either a replacement or a refund. The compensation amount will not exceed the original purchase value of the items.If the package is delivered with damage, it must be reported within 7 days from the time the courier's information is updated to "delivered."
Mis-delivery by Courier
If the tracking status of your parcel is shown “delivered”, however, you have proof that the parcel is delivered to a wrong address instead of the address on your purchase order. Please contact the carrier to correct the address, if any cost arises from the re-delivery, Xcotton will cover such cost. If the parcel cannot be located, Xcotton will proceed it as a lost claim. The claims in such case must be reported within 7 days from the time the courier's tracking record is updated to "delivered."
Other Unforeseen Circumstances: If the product is damaged or lost due to force majeure (e.g., natural disasters, traffic accidents), the insurance will handle the claims based on specific terms.
2. How to Purchase Insurance
At "add to cart" page, you can choose to purchase product insurance. If you select this option, the insurance fee will be automatically added to your total order amount. Please note that the insurance is order-based and will cover only the products purchased in the order.
3. Insurance Service and Claims Process
After purchasing the insurance, you will receive the insurance policy number and Xcotton’s contact details, including the policy number, claims guide, and the claims process.
Contacting Xcotton(partner with AIG): If your product is lost or damaged during shipping, please contact Xcotton immediately to initiate a claim. You can file a claim using the policy number and the provided contact details.
Claim Requirements: According to the insurance terms, you may need to provide relevant supporting documents, such as a proof from the shipping company, photos of the damaged product, etc. Please refer to Xcotton’s claims guide for specific requirements
4. Liability Statement
Responsibility for Purchasing Insurance: Once you purchase the insurance, any risks related to product damage or loss during shipping will be covered by Xcotton. We will assist you by providing necessary information, but the claims process will be handled solely by Xcotton.
5. Insurance Terms and Exemption Clauses
Insurance Terms: The terms and conditions provided by Xcotton(partner with AIG) will apply to customers who purchase the insurance. Please read the insurance terms carefully before purchasing to understand the coverage, claims process, and other relevant details.
Exemption Clauses: In certain situations (e.g., if incorrect delivery information is provided or if the product is intentionally damaged), Xcotton may not be liable for compensation. For detailed exemption clauses, please refer to the terms and policies provided by Xcotton.
6. Cancellation
If the order has not been shipped, please contact WELLFIT to request a refund for the shipping protection. If the order has already been shipped, the shipping protection cannot be canceled.
7. Special Reminders
Ensure Accurate Shipping Information: Please make sure that your shipping address, contact number, and other information are accurate when placing your order to ensure smooth delivery and avoid issues with claims due to incorrect information.
Check Your Products Promptly: After receiving your products, please inspect them immediately. If you find any damage or other issues, contact support@xcottons.com as soon as possible to start the claims process. If you didn't hear back from support@xcottons.com within 2 business days, pls feel free to reach out to service@wellfittreadmill.com
