Shipping Protection Plan

To enhance your shopping experience, we offer an optional Shipping Protection service in partnership with Xcotton, a trusted protection provider. This service helps safeguard your order against unexpected shipping issues.

1. What Does Shipping Protection Cover?

Loss Coverage
  • Domestic Packages: If your packages are not marked as "Delivered" by the courier within 30 days from the date of shipment, we will consider them lost.
  • International Packages: If your packages are not marked as "Delivered" by the courier within 60 days from the date of shipment, we will consider them lost.
  • Packages Marked as "Delivered": 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.
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.
Damage Coverage
If your packages are damaged during transit, 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.
Mis-delivery by Courier
If the delivery address provided does not match the address specified in your order information, we will compensate the costs incurred to correct the address, subject to our approval.
Delay
If the item is not received within the agreed time, the customer may be eligible for a delay compensation of up to USD5 (or USD5 equivalent) per order.

2. How to Add Shipping Protection

You can choose to add Shipping Protection during checkout.

  • The protection fee will be automatically included in your order total once selected
  • Coverage applies to the entire order in which it is purchased
  • The service must be added before completing checkout and cannot be added afterward
  • Once the order has been shipped, the protection service cannot be cancelled

3. Claims & Support Process

After your order is shipped, you will receive a confirmation email from Xcotton, which includes:

  • Your protection reference number
  • Detailed claim instructions
  • Access to the official claim submission channel

If your package is lost, delayed, or arrives damaged, you can submit a claim directly through Xcotton’s claim portal using the link provided in the email.

For any assistance, you may also contact our support team at support@terenceofficial.com, and we will help guide you through the process.

4. Coverage Responsibility

Shipping Protection is provided and managed by Xcotton. While we are happy to assist with general inquiries, all claims are reviewed and processed directly by Xcotton in accordance with their terms and policies.

5. Important Reminders

  • Ensure accurate shipping information
    Please double-check your shipping address and contact details at checkout. Incorrect or incomplete information may affect delivery and claim eligibility.
  • Inspect your package upon arrival
    We recommend checking your order as soon as it is delivered. If any issue is found, report it promptly to ensure a smooth claims process.

6. FAQ

When will I receive my Shipping Protection confirmation?
A confirmation email from Xcotton will be sent after your order has been shipped.

Are shipping fees and taxes covered?
No. Compensation is limited to the value of the purchased products only. Shipping fees, taxes, and protection service fees are not included.

What qualifies as a delivery delay?
If your package does not arrive within the estimated delivery window (typically 3–7 business days), it may be considered a delay.

Where can I find detailed claim instructions?
For detailed instructions, please refer to the Xcotton Resolution Center Claim Filing Guide included in the attachment.

How to file a claim?
How do I file a claim for my order?
If Your Covered Product is damaged or malfunctioned, please report the issue at
  1. Xcotton Resolution Center.
  2. E-mail:support@xcottons.com
What is the claim reporting period for all situations?
All issues must be reported within 90 days of the order date.
  1. Issue of Loss:
    • If the package is not marked as "Delivered" by the courier company, it must be reported within 90 days after the order date.
    • If the package is marked as "delivered" but not received, it must be reported within 7 days from the time the courier's tracking record is updated to "delivered."
  2. Issue of Damage:
    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."
  3. Mis-delivery by Courier:
    If you find that the package has been delivered to the wrong address, please report it to us immediately.
  4. Issue of Delay:
    If the item is not received within the agreed time, Please report the issue via Xcotton Resolution Center upon discovery and within 90 days from the Date of Delivery.