If your package is not marked as "Delivered" by the courier within 30 days from the date of shipment for domestic packages or 60 days for international packages, it will be considered lost.

If tracking shows that a package was "Delivered" but you did not receive it, the package may be considered lost if sufficient supporting documentation is provided.

For an approved loss claim, Xcotton will provide either a replacement or refund, subject to the applicable claim terms. Compensation will not exceed the original purchase value of the affected item(s).

If your package or product is damaged during transit, you may be eligible for compensation.

For an approved damage claim, Xcotton will provide either a replacement or refund. Compensation will not exceed the original purchase value of the affected item(s).

Xcotton may request photos or videos of the outer package, shipping label, product packaging, and damaged product.

If the courier delivers your package to an address that does not match the delivery address specified in your order information, you may be eligible for compensation for costs incurred to correct the mis-delivery.

Any compensation is subject to Xcotton's review and approval. Please report a suspected mis-delivery as soon as you discover it.

If your item is not received within the agreed delivery timeframe, you may be eligible for delay compensation of up to USD 5 per order.

Delay compensation is subject to Xcotton's applicable eligibility requirements and claim review.

Depending on the type of claim, Xcotton may request:

• PongBot order number
• Tracking number
• Customer name and email address
• Delivery address
• Photos of the shipping package
• Photos or videos of damaged products
• Photos of the shipping label
• Courier tracking information
• Proof of non-receipt or other supporting documentation
• Any other information reasonably required to assess the claim

Shipping protection is intended to cover eligible shipping-related incidents. It does not necessarily cover every type of loss, damage, or product issue.

• Product defects unrelated to transportation
• Damage caused after delivery
• Damage caused by improper use, installation, storage, or handling
• Normal wear and tear
• Damage that occurred before the package was shipped
• Claims submitted after the applicable reporting deadline
• Claims without sufficient supporting documentation
• Incorrect or incomplete information during the claim process
• Fraudulent, misleading, or abusive claims
• Circumstances outside the applicable shipping protection terms
• Other exclusions specified by Xcotton

The final determination of coverage and eligibility will be made by Xcotton.

Some PongBot orders may be shipped in multiple packages. If an order is divided into multiple shipments and only one package is lost, damaged, delayed, or mis-delivered, the applicable protection will generally apply to the affected shipment or item(s), subject to Xcotton's applicable terms.

The loss or damage of one package does not automatically mean that the entire order is eligible for compensation.

If your order has not yet been shipped, please contact PongBot Customer Support to request cancellation and a refund of the shipping protection fee.

If your order has already been shipped, the shipping protection cannot be canceled.

Cancellation of shipping protection does not affect the status of your underlying PongBot order.

Xcotton is responsible for:

• Reviewing shipping protection claims
• Determining whether a claim qualifies
• Assessing supporting documentation
• Determining applicable compensation
• Providing approved compensation

PongBot may assist with:

• Providing order information
• Providing tracking information
• Confirming shipment details
• Helping customers understand the claim process
• Providing relevant information to Xcotton when required

PongBot does not directly determine or issue compensation under the Xcotton shipping protection program.

This Shipping Protection & Compensation program is provided in cooperation with Xcotton and is subject to the applicable Xcotton shipping protection terms.

• Xcotton is the service provider responsible for reviewing eligible claims.
• Xcotton determines claim eligibility and applicable compensation.
• Approved compensation is provided by Xcotton in accordance with its applicable protection terms.
• Submitting a claim does not guarantee approval or compensation.
• Compensation is subject to applicable limits, exclusions, documentation requirements, and reporting deadlines.
• PongBot may assist with order and shipping information but does not directly provide compensation.
• PongBot's assistance with a claim does not constitute an admission of liability.

For complete and current information regarding coverage, eligibility, claim requirements, exclusions, compensation, and other applicable terms, please refer to the applicable Xcotton shipping protection terms.

In the event of any inconsistency between this page and the applicable Xcotton protection terms, the Xcotton protection terms shall prevail.