Lost in transit
A package that does not arrive within the qualifying delivery window.
MAONO CARE
Protection Plans
Shipping Protection covers eligible delivery issues. Product Protection covers eligible accidental damage and extended warranty service for your MAONO product.
Protected by Xcotton
Simple online claims
MAONO order support
Two ways to protect your purchase
Choose the coverage you need
Shipping Protection covers eligible delivery issues. Product Protection covers your MAONO product after it ships.
Coverage while your order is in transit
Protection from shipment to delivery
Shipping Protection covers eligible loss, damage, delay, and delivery issues affecting the products in your covered order. Xcotton reviews and resolves all claims.
What is covered
Common shipping problems
Transit damage
Eligible damage to your product while it is being transported.
Delivery issues
Qualifying delays, partial loss, misdelivery, or carrier delivery errors.
Package theft
Eligible theft after delivery, subject to the supporting evidence required by Xcotton.
How to purchase
Add protection at checkout
The fee is calculated according to your order value and added to your total. Shipping Protection covers only the eligible products in that order and cannot be purchased separately.
When it begins
Coverage starts after shipment
Shipping Protection begins when your covered order ships. The exact coverage period is determined by the Xcotton terms provided with your plan.
Claims process
What to do when something goes wrong
- 1
Keep your evidence
Save the product, packaging, shipping label, tracking history, and photos of any damage.
- 2
Submit your claim
Use your MAONO order number, tracking number, and Shipping Protection service number.
- 3
Follow Xcotton's instructions
Xcotton may request carrier documents or other evidence before deciding the claim.
Cancellation
Before and after shipment
If your order has not shipped, contact MAONO to request a refund of the Shipping Protection fee. Once the order has shipped and coverage has started, Shipping Protection cannot be canceled.
Start a shipping claim
Have your order and tracking details ready
Claims are reviewed and administered by Xcotton.
Coverage for your MAONO product
Accidental damage and extended warranty
Product Protection covers eligible accidental damage during the selected plan period. It also covers eligible mechanical or electrical failures after MAONO's one-year factory warranty expires.
Choose your plan
Coverage that matches how long you want protection
Every eligible MAONO product includes a one-year factory warranty. The total warranty period below already includes that first year.
1-year plan
1
year total coverage
- 1 year total warranty
- 1 year accidental damage coverage
Extended coverage
2-year plan
2
years total coverage
- Year 1 MAONO factory warranty
- Year 2 extended warranty
- 2 years accidental damage coverage
3-year plan
3
years total coverage
- Year 1 MAONO factory warranty
- Years 2 and 3 extended warranty
- 3 years accidental damage coverage
What is covered
Everyday accidents and eligible breakdowns
Accidental damage
Eligible drops, cracks, breakage, and accidental liquid spills.
Extended warranty
Eligible mechanical or electrical failures after the MAONO factory warranty expires.
Coverage timing
Accident coverage starts at shipment
Accidental damage coverage begins when your order is marked as shipped. Extended warranty coverage begins after MAONO's one-year factory warranty expires.
Claim limit
Up to the original purchase price
The total amount paid across all approved claims cannot exceed the covered product's original purchase price.
Claims process
Submit before arranging a repair
- 1
Report the issue
Submit the claim within 30 days after the covered breakdown and before the plan expires.
- 2
Provide product details
Include the order number, product model, serial number, incident description, photos, or videos.
- 3
Wait for authorization
Xcotton must approve repairs, replacements, reimbursements, and related expenses in advance.
Cancellation and refunds
Refunds depend on timing and claim history
Within 60 days, plans with no filed claims receive a full refund. If a claim has been paid, the refund is reduced by that amount.
After 60 days, refunds are prorated and reduced by paid claims and any applicable administrative fee. Regional law may change the calculation.
Start a product claim
Contact Xcotton before repair or replacement
Have your plan number, MAONO order number, and product details ready.
Questions, answered
MAONO Care FAQs
What does Shipping Protection cover?
Shipping Protection covers eligible packages that are lost, damaged, delayed, or misdelivered during transit. It may also cover partial loss, package theft, and carrier delivery errors, subject to the applicable terms.
When is a package considered lost?
A domestic shipment may be considered lost if it has not arrived within 30 days after shipment. An international shipment may be considered lost after 60 days. Xcotton makes the final determination after reviewing the tracking information.
What if tracking says delivered but I cannot find my package?
Check the delivery address, mailbox, entrance, reception desk, parcel locker, and other safe delivery locations. Contact the carrier first. If the package is still missing, submit a claim with your order and tracking information.
What should I do if my product arrives damaged?
Keep the product, shipping box, packaging materials, and shipping label. Take clear photos before submitting your claim, and do not discard the packaging until the claim is resolved.
Can I purchase Shipping Protection separately?
No. Shipping Protection can only be purchased with an eligible order and covers eligible products in that order.
Can I cancel Shipping Protection?
You may request cancellation if the order has not shipped. Shipping Protection cannot be canceled after shipment.
What does Product Protection cover?
Product Protection covers eligible accidental damage, including drops, cracks, and liquid spills. It also covers eligible mechanical or electrical failures after MAONO's one-year factory warranty expires.
Does every MAONO product include a free warranty?
Eligible MAONO products include a one-year factory warranty at no additional cost.
Is the free one-year warranty added to the plan period?
No. The total warranty period shown for each plan already includes MAONO's one-year factory warranty. A 2-year plan provides two years of total warranty coverage, not three.
What is the difference between the 1-year, 2-year, and 3-year plans?
Each plan provides total warranty and accidental damage coverage for the period shown. The first year includes MAONO's factory warranty. Extended warranty coverage applies after that first year on the 2-year and 3-year plans.
When does Product Protection begin?
Accidental damage coverage begins when the order is marked as shipped. Extended warranty coverage begins after MAONO's one-year factory warranty expires.
How soon must I report a breakdown?
You must report a covered breakdown within 30 days after it occurs and before the Product Protection plan expires.
Can I repair the product before filing a claim?
Do not arrange a repair or incur related costs before receiving approval from Xcotton. Unapproved repairs or expenses may not be reimbursed.
Can I cancel Product Protection?
Yes. Within 60 days, a plan with no filed claims receives a full refund. Other refunds depend on claim history, unused coverage, applicable administrative fees, and regional law.
Need help with a claim?
We will help you find the right next step.
For coverage decisions and claim processing, contact Xcotton. For help locating MAONO order details, contact MAONO Support.