Shipping Protection Policy
Shipping Protection Policy
To provide a safer and more reliable shopping experience, COLAMY Canada offers Shipping Protection through our third-party service provider, Xcotton.
Shipping Protection helps protect eligible orders against certain loss, damage, delivery errors, theft after delivery, and delays during transit. All coverage and claims are subject to Xcotton's applicable terms and conditions.
1. Shipping Protection Coverage
Shipping Protection applies only to eligible products included in the covered order.
Coverage may include:
| Issue | Covered Situation | Coverage |
|---|---|---|
| Loss | Package lost during transit | Yes |
| Partial Loss | Part of the shipment is lost during transit | Yes |
| Porch Piracy | Package stolen after delivery to the delivery location | Yes |
| Damage | Product arrives with obvious breakage, cracks, bending, crushing or similar transit damage that makes it unusable | Yes |
| Misdelivery | Carrier delivers the package to an incorrect address due to a carrier error, excluding errors caused by the customer | Yes |
| Delivery Delay | Shipment is delayed beyond the applicable delivery timeframe | up to CAD $5 per order |
Coverage eligibility, compensation amounts and claim decisions are determined by Xcotton according to its applicable terms and conditions.
2. How Shipping Protection Is Applied
Shipping Protection is automatically selected based on the total value of your order. The applicable service fee will be added to your order total at checkout.
Shipping Protection is provided on a per-order basis and applies only to the products included in that order. It cannot be purchased separately or transferred to another order.
3. Claims Process
If your package is lost, damaged, misdelivered, stolen after delivery or delayed, please submit a claim through the Xcotton Claims Center as soon as possible.
You can access the Claims Center using your email address and Shipping Protection ID.
You may be asked to provide:
- Order number
- Shipping Protection ID or service reference number
- Proof of delivery or carrier documentation, where applicable
- Clear photos or videos of damaged products and packaging
- Other information requested by Xcotton
All claims are reviewed and handled by Xcotton according to its applicable terms and conditions.
For claim-related assistance, please contact support@xcottons.com.
4. COLAMY's Role
Shipping Protection claims are administered by Xcotton.
COLAMY may provide reasonable assistance and available order information to support your claim. However, Xcotton is responsible for reviewing claims, determining eligibility and issuing any applicable compensation or resolution.
5. Exclusions and Limitations
Shipping Protection is subject to Xcotton's terms, conditions, limitations and exclusions.
Coverage may not apply to situations including:
- Incorrect or incomplete shipping information provided by the customer
- Delivery issues caused by the customer
- Damage occurring after delivery
- Intentional damage, misuse or fraud
- Claims submitted after the applicable claim deadline
- Circumstances excluded under Xcotton's applicable terms
Please review Xcotton's applicable terms carefully when using Shipping Protection.
6. Cancellation and Refunds
If your order has not yet shipped, please contact COLAMY Customer Support to request cancellation and a refund of the Shipping Protection fee.
Once your order has shipped, Shipping Protection cannot be cancelled or refunded.
7. Important Reminders
Please make sure your shipping address, phone number and other delivery details are accurate before completing your order.
Inspect your package and products promptly after delivery.
If you discover damage, loss, misdelivery, theft or another covered issue, submit a claim through the Xcotton Claims Center as soon as possible.
Shipping Protection Q&A
Can I purchase Shipping Protection separately?
No. Shipping Protection is applied to eligible orders and cannot be purchased separately.
Who handles my claim?
Xcotton reviews and handles Shipping Protection claims.
When can I cancel Shipping Protection?
You may request cancellation before your order ships. Once the order has shipped, Shipping Protection cannot be cancelled or refunded.
Last updated: August 31, 2026