Shipping Protection Policy

To provide a safer and more reliable shopping experience, Calembou partners with third-party shipping protection and insurance providers to offer optional Shipping Protection coverage for eligible orders.

By purchasing Shipping Protection at checkout, your order will receive additional shipping coverage and claims support during transit. This service is provided and handled by Xcotton, a third-party shipping protection provider.

1. Shipping Protection Coverage

Once Shipping Protection is successfully added to your order, eligible products in that order will be covered during transit according to the applicable protection terms.

Coverage may include situations such as:

  • Lost packages during transit
  • Shipping damage caused during transportation
  • Delivery issues caused by unforeseen logistics incidents
  • Certain transit delays or abnormal delivery situations covered under the provider’s policy

Specific coverage conditions, compensation limits, and claim eligibility are determined by Xcotton’s service terms and policies.

2. How to Purchase Shipping Protection

Customers may choose to add Shipping Protection during checkout.

  • The protection fee will be displayed and added to the order total before payment
  • Coverage applies only to the products included in the protected order
  • Shipping Protection is optional and not automatically included unless selected at checkout

3. Claims & Support Process

If your protected order experiences shipping-related issues such as loss or damage, claims can be submitted directly to the protection provider through multiple available methods.

Claim Method 1 — Claim Through Confirmation Email

After purchasing Shipping Protection, customers will receive a confirmation email titled:

“Xcotton Shipping Protection Placed Successfully”

This email contains direct claim access and related protection information.

Claim Method 2 — Submit a Claim Through Xcotton Portal

Customers may also submit claims directly through Xcotton’s claim portal:

Xcotton Claim Portal

Claim Method 3 — Contact Support

Customers may contact either:

If needed, Calembou can assist as an intermediary in communicating with the protection provider regarding claims and order information.

4. Required Information for Claims

Depending on the claim type, customers may be asked to provide supporting materials, including but not limited to:

  • Shipping carrier proof or tracking information
  • Photos of damaged products or packaging
  • Order confirmation details
  • Additional verification requested by the provider

Please follow the instructions provided by Xcotton during the claims process.

5. Responsibility & Liability

Shipping Protection services are provided and administered by Xcotton as a third-party service provider.

Once Shipping Protection has been purchased:

  • Shipping-related protection claims are handled according to Xcotton’s policies and procedures
  • Calembou may assist by providing order information or communication support when necessary
  • Final claim review, approval, and compensation decisions are determined solely by the protection provider

6. Terms, Conditions & Exclusions

Customers who purchase Shipping Protection are subject to Xcotton’s official Terms & Conditions and policy guidelines.

For detailed information regarding:

  • Coverage scope
  • Claim eligibility
  • Compensation conditions
  • Delay coverage
  • Exclusions and limitations

please refer to the following official resources:

Xcotton FAQ & Protection Guide

Xcotton Terms & Conditions

Certain situations may not qualify for compensation, including but not limited to:

  • Incorrect shipping information provided by the customer
  • Fraudulent or abusive claims
  • Intentional product damage
  • Situations excluded under the provider’s official terms

7. Cancellation Policy

  • If the order has not yet been shipped, customers may contact us to request cancellation and refund of the Shipping Protection service
  • Once the order has been shipped, Shipping Protection fees are non-refundable and cannot be canceled

8. Important Reminders

Please ensure that your shipping address, contact information, and delivery details are accurate when placing an order. Incorrect or incomplete information may affect shipping performance and claim eligibility.

After receiving your package, we strongly recommend inspecting the products promptly. If any shipping-related issues are found, please contact the protection provider or our support team as soon as possible to avoid delays in the claims process.

For assistance, please contact: