Shipping Protection Policy
Disclaimer: Shipping Protection is provided by xCotton, a third-party partner of Akko, to ensure peace of mind for customers shopping on en.akkogear.com. The details below are based on xCotton’s terms and conditions, with our interpretations included to help users better understand the policy.
1. What is Covered and Protected
A．Issue of Loss (in transit or at destination)
If the package is NOT marked as “delivered” by the courier company (for over 60 days) or is marked as “failed delivery”, 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.”
B．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.”C. Mis-delivery by Courier:
If you find that the package has been delivered to the wrong address, please report it to us immediately.
2. How to Claim Shipping Protection?
File a Claim
If your packages are lost, damaged, or mis-delivered, please visit Xcotton Resolution Center to report a claim, or contact Claim Specialist at support@xcottons.com. We would like to remind you of the time limits for issue reporting as follows: All issues must be reported within 90 days of the order date. You can find your shipping protection ID in the email sent from xCotton. You may be asked for replacement from claim specialists. It’s subject to the user to accept or decline the offer and proceed with refund only.
3. What is NOT covered?
Be aware. If a fraudulent or wrong address has been left on order detail and caused failed delivery, then according to the terms and conditions by xCotton, it doesn’t qualify to be covered by Shipping Protection. Therefore, be sure to double check your delivery address.
4. May I cancel shipping protection?
If your order has not been shipped, please contact support@akkogear.com to request a refund for the shipping protection.
If your order has already been shipped, the shipping protection cannot be canceled.
