Moprofun Shipping Protection Claims Guide of Sex Dolls (Powered by Xcotton)

Note: This shipping protection service is offered because there have been cases of packages being lost, stolen, or damaged in the past. Some couriers may leave the package at the door without contacting the customer, causing it to sit outside for too long and making it an easy target for thieves. In some cases, even prompt reporting to the police doesn’t help. Additionally, packages can be damaged due to rough handling during transit. To prevent such situations, we have partnered with the insurance provider XCotton to introduce this service.

Moprofun Now Offers Xcotton Shipping Protection

To provide our customers with greater peace of mind, Moprofun has integrated Xcotton’s Shipping Protection—a service designed to safeguard your order from common issues such as loss or damage during transit. This added layer of protection enhances buyer confidence, improves checkout conversions, reduces cancellations, and reinforces trust in the Moprofun brand.

To ensure a smooth experience, we’ve outlined everything you need to know about filing a claim in case an issue arises.

How Xcotton Shipping Protection Works – Real Case Examples

When shopping online, unexpected issues during shipping—like damage, loss, or delivery errors—can lead to frustration. That's why Xcotton Shipping Protection is here: to offer you peace of mind from checkout to delivery.

Here’s how it works in real cases:

Lost in Transit
A shipping company informed the customer that the parcel was lost mid-delivery. Xcotton verified the situation with the buyer, arranged a reshipment with the seller, and covered the product value of €1,399.

Product Broken – Reshipment Arranged
A customer purchased a throttle and generator worth $2,201.13. Upon delivery, both were damaged and unusable. After assessment, the seller reshipped new items, and Xcotton reimbursed the seller €1,600.

Damaged Goods – Cash Compensation
A ceiling fan arrived damaged. After confirming the issue with photos and verifying part prices, the customer opted for cash compensation. Xcotton issued €120 to the customer.

Partial Claim – Battery + Engine
The customer purchased insurance for a battery (€1,399) and engine (€359). The battery was damaged. After reporting to Xcotton, a replacement shipment was arranged for the damaged item, and €1,399 was paid to the seller.

Wrong Delivery Address
A customer purchased shipping insurance and reported that the package was marked as delivered, but the delivery photo didn’t match the actual address. After verifying the discrepancy, Xcotton reimbursed the customer directly.

This Guide Covers:

  1. What’s Covered: Shipping Protection Coverage and Claims Rules
  2. How It Works: Step-by-Step Claims Process
  3. Tools & Access: Using the Shipping Protection Claims System
  4. Get Answers: Shipping Protection Frequently Asked Questions

With Xcotton Shipping Protection, Moprofun is committed to delivering not only exceptional products—but also reliable, worry-free service every step of the way.

2. Shipping Protection Claims System
After purchasing Shipping Protection services, consumers can file claims for lost or damaged packages via
the Xcotton Claims Center. There are two ways to log into the Claims Center as follows:
1. Visit: https://seller.xcottons.com/parcel#/parcel/parcel-login, enter Email and Shipping Protection ID.
2. Email Confirmation:
After purchase Shipping Protection Services, consumers receive an email titled "Xcotton Shipping Protection Placed Successfully ", click the highlighted link in the email to access the Claims Center.

Shipping Protection FAQs 

Q1: When a consumer reports an issue to the merchant, what steps should the merchant follow.
A1: To reduce merchant customer service pressure when consumers file claims, we recommend:
1)  Guide consumers to file claims with Xcotton Resolution Center or contact us via email
a. Shipping Protection Resolution Center: https://seller.xcottons.com/parcel#/parcel/parcel-login;
b. Service Email: support@xcottons.com
2) Or merchants can submit the "order number + reason for claim" to us through the merchant support chat group,
and we will follow up the case.
Q2: Does Shipping Protection cover shipping costs?
A2: No. Shipping Protection service fees are quoted without visibility into the consumer’s shipping costs or taxes. Therefore, our service fee calculation is based solely on the product’s order amount. Consequently, the maximum compensation Xcotton can cover is limited to the purchase price of the goods, excluding any shipping fees, taxes, or Xcotton service charges stated in the order. Example as below:
Q3: For partially lost shipments, how to process?
A3: Xcotton will assess whether the case meets the criteria for partial loss. If confirmed:
a. Single order with multiple packages: Xcotton will coordinate with the merchant to verify the value of goods in the affected package(s);
b. Single order with single package: Xcotton will cross-check the system-recorded amount of the missing items with the merchant for validation. In such cases, compensation is typically issued in the form of reshipment. Xcotton will reimburse the 
merchant for the displayed order amount of the lost goods plus associated shipping costs.
Q4: What should consumers do if they receive damaged goods?
A4:
For damage claims, consumers must submit supporting documentation, and Xcotton will determine liability.
The assessment process is as follows:
  1. For minor damage (e.g., scratches) that doesn't affect functionality: Partial cash compensation will be provided.
  2. For component damage, Xcotton will request the consumer to identify the specific damaged parts on the product diagram in the user manual. We will then verify the availability of replacement parts with the merchant and confirm the corresponding reshipping costs. After the merchant confirms and ships the parts, they must provide the tracking number, and Xcotton will reimburse the merchant for the replacement part cost and reshipping expenses.
  3. For constructive total loss, Xcotton will first recommend reshipment as compensation to the consumer. After consumer confirmation, Xcotton will arrange reshipment with the merchant. Upon shipment, the merchant must provide the tracking number and payment information in USD, and Xcotton will compensate the merchant based on the discounted order amount. If the consumer insists on cash compensation, Xcotton will directly compensate the consumer.
  4. For damaged goods returned or required to be returned to the sender, after return, the merchant shall conduct unboxing inspection:
  • A. For items that can be restocked after part replacement, Xcotton will cover the return shipping and replacement part costs, with the total compensation not exceeding the discounted order amount;
  • B. For items that cannot be restocked, Xcotton will cover the return shipping plus the product cost minus salvage amount, with the total compensation not exceeding the discounted order amount.
Q5: How to handle lost item cases?
A5: For lost items, Xcotton will first recommend reshipment as compensation to the consumer. After consumer confirmation, Xcotton will arrange reshipment with the merchant. Upon shipment, the merchant must provide the tracking number and payment information in USD, and Xcotton will compensate the merchant based on the discounted order amount. If the consumer insists on cash compensation, Xcotton will directly compensate the consumer.
Q6:What scenarios are not covered?
A6: The following scenarios are excluded from Shipping Protection coverage:
  1. Incorrect or insufficient address provided by the consumer;
  2. Unfulfilled orders where logistics status shows "pre-shipment," "label created," or "shipment information received";
  3. Goods detained or confiscated by relevant law enforcement or government authorities;
  4. Unclaimed shipments or consumer refusal (except for damaged goods);
  5. Non-conforming items (e.g., wrong product, color, size, or model received);
  6. Pre-existing damage before shipment (e.g., rust, oxidation without visible water stains, or inherent product defects).
Q7: Will Xcotton initiate a recovery from the logistics provider?
A7: For relevant claims where the logistics provider's liability is clear, Xcotton reserves the right to seek recovery after compensating consumers or merchants. Generally, Xcotton will not initiate recovery procedures. However, for high-value claims (particularly those exceeding $1,000 USD) with clear logistics liability, Xcotton may request merchant assistance in pursuing recovery from the logistics provider.
Q8: How does Xcotton compensate consumers?
A8: Since Xcotton collects service fees through merchants and cannot access consumers' original payment details, consumers must provide bank account information to receive compensation via wire transfer. In exceptional cases where consumers decline to share banking details for security reasons and request a refund to their original payment account, the merchant must first issue the refund to the consumer, after which Xcotton will reimburse the merchant.
Q9：Cancellation Policy of Shipping Protection.
A9:
a. Pre-Shipment: Contact the merchant for full refund.
b. Post-Shipment: No refund of the Shipping Protection fee.
Q10: What is the claims processing timeline?
A10: Xcotton Claims Response Timelines:
a. Initial response to claims within 24 hours.
b. Payment or reorder processed within 2 business days if documentation is complete.
c. Merchant inquiries response within 24 hours.

For any claim-related inquiries, consumers may contact us at: support@moprofun.com