Every eligible PSVANE order includes Shipping Protection at no extra cost. This protection covers package loss, damage in transit, delivery delays, and delivery to the wrong address.

How Shipping Protection Works

1. Place your order through the PSVANE official website.
2. Once your order has been shipped, a Shipping Protection email will be sent to the email address used at checkout.
3. Please keep this email for reference in case you need to file a claim.
4. If your package experiences a covered shipping issue, you can submit a claim through the online Resolution Center.

How to File a Shipping Protection Claim

Before You Begin

Please have the following information ready:

• The email address used to place your order
• Your order number or Shipping Protection ID
• The tracking information for your package
• Any photos or documents related to the issue
• Your preferred payment or compensation details, if requested

Claim Process

1. Visit the Resolution Center

Go to the Xcotton Resolution Center.

2. Sign In

Enter the email address associated with your order and the requested order number or Shipping Protection ID.

3. Select the Type of Claim

Choose the option that best describes what happened to your package:

• Package loss
• Damage in transit
• Delivery delay
• Delivery to the wrong address

4. Select the Affected Product

Choose the product or products included in your claim and confirm the affected quantity.

5. Upload Supporting Documents

The required documents will depend on the type of claim:

• Package lost in transit: Upload the tracking history showing that the package has not been delivered or that tracking updates have stopped.
• Items missing from the package: Upload proof of delivery and clear photos of both the outer and inner packaging.
• Marked as delivered but not received: Upload any available supporting evidence, such as a police report, security camera footage, or other confirmation of loss.
• Product damaged in transit: Upload clear photos of the outer packaging, inner packaging, and damaged product.
• Delivery delay: Upload the package tracking history.
• Delivered to the wrong address: Upload the proof of delivery and a screenshot showing the shipping address on your order.

6. Choose Your Preferred Compensation Method

Select one of the available compensation methods and provide the required payment details. Available options may include direct deposit, replacement, prepaid credit card, or PayPal.

7. Review and Submit Your Claim

Check that all information is complete and accurate, then submit your claim. The claims team will review your application and contact you by email if any additional information is required.

What Happens Next?

Once your claim has been reviewed, you will receive an email confirming the outcome and the available compensation or resolution. Compensation depends on the type of claim and the applicable coverage terms.

Shipping Protection is available for eligible shipments to the United States, United Kingdom, Canada, the European Union, and Japan. All claims and compensation are subject to the applicable terms and conditions.