FAQ
1. Order
▶ I can't use the coupon!
If there is a promotion that cannot be honored, please confirm whether the promotion code is applicable to the product in your shopping cart/whether the discount code has expired and other possible situations.
Of course, you can verify the specific non-applicable reasons by contacting us.
▶ Can I cancel or change my order?
Orders can be canceled or modified before shipping. To cancel or change your order, please contact our customer support team as soon as possible.
▶ What do I do if I miss something in my order?
Sometime We will ship your order in 1 or more packages. When you find that the quantity is wrong or the product is wrong, please contact us in time.
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2. Shipping
▶ Do you ship overseas?
Yes, we ship all over the world. Free shipping. We run discounts and promotions all year, so stay tuned for exclusive deals.
▶ How long does shipping take?
Shipping times vary based on location. Typically, it takes 7-14 days for international shipping. Delivery details will be provided in your shipping email.
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3. Return
▶ What is your return policy?
Our return policy lasts 30 days. More information please check Return Policy
▶ How long is the returns process?
Processing returns may take up to 10 business days from the day we receive your return. We will email you to confirm once your return has been processed.
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4. Shipping Protection
▶ What does Shipping Protection cover?
Shipping Protection covers common problems that may happen while your order is in transit, including:
- Lost or partially lost packages
- Shipping damage
- Delivery to the wrong address by the carrier
- Delivery delays
- Eligible return shipping costs when Free Return is included
Coverage applies only to eligible orders and approved claims.
▶ How do I file a claim?
You can:
- Contact our customer service team for assistance customer@mactions.net;
- File a claim through the Xcotton Resolution Center; or
- Email support@xcottons.com.
Please include your order number, the reason for your claim, tracking information, and any requested photos or documents.
Claims must be submitted within 90 days after the order is marked as shipped.
Xcotton normally responds within 24 hours. If all required documents have been provided, payment or a replacement order may be processed by the second business day.
▶ Can I cancel Shipping Protection?
Yes, but only before your order ships. Contact us before shipment to request cancellation and a refund of the Shipping Protection fee.
Once the order has shipped, Shipping Protection cannot be canceled and the protection fee is nonrefundable.
▶When is a package considered lost?
A package may be considered lost when tracking does not show delivery and:
- A domestic package has not arrived within 30 days after shipment; or
- An international package has not arrived within 60 days after shipment.
The carrier’s tracking history will be reviewed before the claim is approved.
▶Tracking says “delivered,” but I do not have the package. What should I do?
First, check around your property and ask household members or neighbors whether they accepted the package.
If the package still cannot be found, the claim may be treated as a porch theft claim. You will need to provide at least one of the following:
- A police report;
- Relevant security or doorbell-camera footage; or
- Written confirmation from the carrier that the package was lost.
Approved claims may be compensated up to the discounted merchandise value of the order.
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5. Other
▶ Is my personal information secure?
Yes, we take the security of your personal information very seriously. Our website uses SSL encryption to ensure that your data is safe. We do not share your information with third parties without your consent.
▶ Payment Method
We accept PayPal, shop pay or credit card. After entering the collection page, log in to your paypal account/the system will automatically jump. After payment is complete, we will send you an order confirmation email/SMS.
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