Shipping Protection Policy
Last updated: October 10, 2026
COLAMYOffice is the dedicated office furniture storefront of COLAMY and is operated by Aurora Maison INC. Products sold through this website may carry the COLAMY brand, and customer support for COLAMYOffice orders is provided by the COLAMY customer service team on behalf of Aurora Maison INC.
To provide customers with an additional option for protecting eligible shipments, COLAMYOffice offers optional Shipping Protection through Xcotton, a third-party service provider. Shipping Protection may provide coverage for certain loss, partial loss, transit damage, carrier misdelivery, theft after delivery, and qualifying delivery delays, subject to the coverage terms, limitations, exclusions, evidence requirements, and claim deadlines applicable to the protected order.
1. Shipping Protection Coverage
Shipping Protection applies only to eligible products in the protected order. Coverage may include:
| Issue | Covered Situation | Coverage |
|---|---|---|
| Loss | Package is confirmed lost during transit | Potentially covered, subject to Xcotton's terms |
| Partial Loss | Part of the protected shipment is missing | Potentially covered, subject to Xcotton's terms |
| Porch Piracy | Package is stolen after confirmed delivery to the delivery location | Potentially covered, subject to Xcotton's terms and evidence requirements |
| Transit Damage | Item arrives with breakage, cracks, bending, crushing, or similar shipping damage that makes it unusable | Potentially covered, subject to Xcotton's terms |
| Carrier Misdelivery | Carrier delivers the package to an address different from the correct address entered on the order | Potentially covered, subject to Xcotton's approval |
| Delivery Delay | Shipment qualifies as delayed under the applicable protection terms | Potentially eligible for up to USD $5 per protected order, subject to Xcotton's terms |
Xcotton determines claim eligibility, coverage decisions, and compensation amounts in accordance with its applicable terms and conditions.
2. How Shipping Protection Is Added
For eligible orders, the Shipping Protection option and applicable fee are displayed separately during checkout. The fee is calculated based on the value of the eligible order. To purchase Shipping Protection, select the Shipping Protection option before completing payment and confirm that it appears in the order summary. If you do not want the service, make sure it does not appear in the order summary before placing the order.
Shipping Protection is purchased on a per-order basis and applies only to the eligible products included in that order. It cannot be purchased separately after checkout or transferred to another order.
3. How to Submit a Claim
If a protected package is lost, damaged, misdelivered, stolen after delivery, or delayed, submit a claim through the Xcotton Claims Center as soon as possible. Claim deadlines vary by issue, so follow the deadline and instructions in the protection confirmation email and the terms applicable to your order.
Access the Xcotton Claims Center
- Direct access: Visit the Xcotton Claims Center and enter the email address associated with the order and your Shipping Protection ID.
- Email confirmation: After you purchase Shipping Protection, you may receive an email titled "Xcotton Shipping Protection Placed Successfully." Use the highlighted link in that email to access the Claims Center.
Information That May Be Required
- Order number
- Shipping Protection ID or service reference number
- Proof of delivery or carrier documentation, where applicable
- Clear photographs or videos of damaged products and packaging
- Any additional information reasonably requested by Xcotton to review the claim
Xcotton reviews and handles claims under its applicable terms. For claim-related questions, contact support@xcottons.com.
4. Roles and Responsibilities
Xcotton administers Shipping Protection claims and is responsible for determining eligibility and issuing any applicable compensation or resolution. COLAMYOffice may provide reasonable assistance and available order or shipment information to support a claim.
Purchasing or declining Shipping Protection does not limit any rights or remedies you may have under the COLAMYOffice Shipping & Delivery Policy, Returns & Refunds Policy, Warranty Policy, or applicable law. Shipping Protection is an additional, optional service and does not replace our obligations as the seller.
5. Exclusions and Limitations
Coverage may not apply to circumstances including, but not limited to:
- Incorrect or incomplete shipping information provided by the customer
- Delivery issues caused by the customer or the customer's instructions
- Damage occurring after successful delivery, other than an eligible porch-piracy claim
- Intentional damage, misuse, misrepresentation, or fraud
- Claims submitted after the applicable claim deadline
- Products, destinations, events, or circumstances excluded under Xcotton's terms
The protection confirmation provided for your order governs if it differs from this general summary. Review the applicable Xcotton coverage information before selecting Shipping Protection and retain the confirmation email for your records.
6. Cancellation and Refunds
If a protected order has not shipped, contact hello@colamyhome.com to request cancellation and a refund of the Shipping Protection fee. Once the protected order has shipped, Shipping Protection generally cannot be canceled or refunded because coverage has begun.
7. Important Reminders
- Review the Shipping Protection fee and make sure the option reflects your choice before completing payment.
- Make sure your shipping address, email address, telephone number, and delivery details are accurate.
- Inspect your package and products promptly after delivery.
- Submit a claim through the Xcotton Claims Center as soon as you discover a potentially covered issue.
- Keep photographs, videos, packaging, shipping labels, and carrier communications that may support the claim.
Shipping Protection Questions
Is Shipping Protection required?
No. Shipping Protection is optional. Review your checkout summary and make sure the selection reflects your choice before placing the order. If you do not purchase it, no Shipping Protection fee will be charged.
Can I purchase Shipping Protection separately?
No. Where available, it must be selected for an eligible order before you complete checkout. It cannot be added separately after the purchase is completed.
Who handles my claim?
Xcotton reviews and administers Shipping Protection claims. For claim assistance, contact support@xcottons.com.
When can I cancel Shipping Protection?
You may request cancellation and a refund before the protected order ships. Once the order has shipped and coverage has begun, Shipping Protection generally cannot be canceled or refunded.
What happens if I do not select Shipping Protection?
No Shipping Protection fee will be charged. Declining the optional service does not reduce any non-waivable consumer rights or remedies available under our other policies or applicable law.
Customer Support
For questions about a COLAMYOffice order or a pre-shipment cancellation request, contact the COLAMY customer service team on behalf of Aurora Maison Inc. Claim eligibility and claim decisions are handled by Xcotton.
Email: hello@colamyhome.com
Phone: +1 (888) 886-1743
Hours: Monday–Friday, 9:00 a.m.–5:00 p.m. Pacific Time
Aurora Maison Inc.
6275 Joyce Dr
Arvada, CO 80403
United States
