Shipping Protection

1. Check coverage first

Protection applies only when the destination, shipping method, product category and coverage status are confirmed in writing before payment. Eligibility may vary by destination and route.

2. What is covered

• Carrier-confirmed parcel loss.
• Serious transit damage supported by clear packaging and product photographs.
• Documented customs seizure where the shipment cannot be released.

3. What you need to send

• Order number and tracking reference.
• Carrier tracking record or written carrier confirmation.
• Customs or carrier seizure notice where applicable.
• Photographs or video for a damage claim.
• Correct recipient, destination and contact information.

4. One free full reshipment

If an approved covered order is lost, seriously damaged or seized, XiXipeptide will send one full replacement at no additional charge, including replacement shipping. One free full reshipment is available per approved covered order.

5. What is not covered

• Incorrect, incomplete or undeliverable address information.
• Refusal or failure to complete required clearance steps.
• Refusal to pay applicable duties, taxes or authorised local fees.
• Unapproved rerouting, forwarding or address changes after dispatch.
• Unsupported destinations or routes.
• Missing, altered or falsified claim documents.
• Delay alone where the shipment remains in active transit.
• A second event after a protected replacement, unless agreed in writing.

6. How to make a claim

1. Contact official support as soon as the covered event is known.
2. Submit the required evidence within the reporting period stated in the order terms.
3. Allow the carrier or customs-status review to be completed where confirmation is pending.
4. Receive a written decision identifying the approved replacement scope and route.