• If items are delayed during transit.
• If you provide inaccurate, dishonest, or misleading information to XCover, or the administrator, or the merchant.
• If your items are damaged before the shipment has left for transit.
• For any perishable goods.
• For any items listed below:
  • Cash, bullion, securities, and cash-like instruments and credit cards.
  • Antiques and artwork.
  • Arms, ammunition, military equipment, and any similar items.
  • Motor vehicles including cars and motorcycles.
  • Treasury notes and bonds, deeds, manuscripts, documents of any nature, and stamps.
  • CBD, tobacco, and tobacco substitute products.
  • Computer chips, CPUs, and circuit boards.
  • Drones.
  • Furs, skins, hides, plants, animals, perishable items, and other temperature-sensitive goods.
  • Precious metals and stones (such as high-value jewellery; like rings with stones). Diamonds, rubies, emeralds, sapphires, pearls, chrysoberyls, and alexandrites are not covered.*
  • Hazardous, restricted, or controlled items.
• For costs resulting from the items being ineligible for shipping according to the terms and conditions of our partner.
• If your items are lost because an incorrect address was entered for the intended recipient.
• If you ship anything illegal (such as contraband items).
• For any loss in weight or volume, or wear and tear of the shipment.
• For any claims arising from IT or electronic risks.
• If you’ve packed the item in an unsuitable or improper way.
• For any mechanical, electrical, and/or electronic breakdown, failure, and/or derangement of items unless there is evidence that the loss occurred during transit.
• If there's insufficient evidence that a loss to the items occurred during the transit.
• For any claims caused by or related to war, strikes, or terrorism.
• For claims caused by or arising in any way from:
  • Rust, oxidation, or any discoloration.
  • Marring, chipping, denting, scratching.
  • Inherent vice, mold and mildew, or infestation.
  • Electrical, electronic, and/or mechanical derangement.
  • Radioactive, toxic, explosive, or hazardous matter.
  • Any weapon or device employing atomic or nuclear fission and/or fusion.
  • Any chemical, biological, bio-chemical, or electromagnetic weapon.
  • Indirect or consequential damages or losses.
  • The geographical locations of Afghanistan, Belarus, Burundi, Crimea, Cuba, Donetsk, Iran, Iraq, Israel, Kherson, Lebanon, Libya, Luhansk, Mali, Myanmar(Burma), Nicaragua, North Korea, Republic of Guinea, Republic of Guinea-Bissau, Russia, Somalia, South Sudan, Sudan, Syria, the Central African Republic, the Democratic Republic of Congo, Tunisia, Ukraine, Venezuela, Yemen, Zaporizhzhia, Zimbabwe.

* Gold, silver, ruthenium, rhodium, palladium, osmium, iridium, and platinum are covered, if worked into jewelry, but please note: claims will be declined if sent in bulk or bullion.

Apple has a few extra security features for users including ‘Hide My Email’ and Private Relay that may impact the way you log in or use XCover.

If you choose to ‘Sign in with Apple’ when purchasing protection as part of your Sendcloud purchase, you may be given the option to hide your email address. If you use Apple’s Hide My Email feature, or you sign up using an iCloud email address, your email address is not shared with XCover and there may be a few extra steps to set up your XCover Account. To check Apple’s Hide My Email settings on your Apple Account, follow these instructions.

This means you may not be able to log in to XCover with your usual email address and some customers are blocked from receiving any emails from XCover. You will need those emails in order to set up your XCover Account and submit a claim.

If you made your initial purchase on the XCover website or app using Apple’s Hide My Email feature or an iCloud email address and can’t find any emails from XCover, please contact XCover’s friendly Support Team and include the first and last name used and the booking time, date and timezone.

When you first visit XCover you will need to activate your account. Simply find the XCover confirmation SMS or email in your inbox and click the link to set up your XCover Account.

Make sure you check your spam folder if you can’t find your confirmation email. Once you have clicked the link in the confirmation email, you will need to nominate a personal email address to associate with your XCover Account, which you can then use to log in.

Once you have set up your XCover Account, you should be able to easily log in, view your policy documents, make changes, and start a claim.

Apple also has a Privacy feature that gives you additional privacy when browsing the web in Safari. This feature is available on all Apple devices for iCloud + users and is enabled or disabled from your Settings.

While Private Relay offers additional privacy, it can also make it difficult for XCover to help you if you need assistance in case of an emergency as it can hide your location. You can turn off Apple Privacy or view your settings at any time. 

Yes, although your insurance will be handled by XCover, you can still start an investigation with the carrier for your parcel. 

Yes, both multicollo and split order shipments can be insured with XCover. Insurance must be applied per label, rather than per order. This ensures that the insurance amount covers the value of the goods for each individual label, not the total value of the order. 

Any duplicate is considered a new shipment, which means that the duplicated shipment will not have insurance enabled automatically. To add insurance to your duplicate shipment, enable it (again) before creating the label.

Xcover will refund the gross sales value, including VAT, as confirmed by Xcover. This means that the payout amount you receive will cover the total sales value, including any VAT that was applied.

If a shipment is returned to sender because it couldn't be delivered, it is still covered under the original policy. However, if the delivery fails due to an incorrect address, the insurance won't cover the loss. Make sure the address is correct to avoid this issue.