Welcome to Robofinity Protection Support. Your safety on the road is our top priority, and that starts with protecting the device that keeps you safe. To ensure a seamless, hassle-free service experience, we have partnered with XCOTTON (Learn more: https://sp.xcottons.com/#/ppmore), a leading global warranty service provider, to manage and fulfill your extended protection plans.

Shipping Protection covers your package from the moment it ships — including loss, damage, misdelivery, and delivery delays — plus return shipping costs for eligible returns. Claims need to be reported within 90 days of your ship date; if your situation falls outside that window, reach out to us at global@robofinity.com and we'll review your case.

Lost packages

If your package doesn't arrive — no delivery confirmation from the carrier, and it's been more than 30 days (domestic) or 60 days (international) since it shipped — we'll treat it as lost and make it right.

Partial loss

If your order has multiple packages and only some arrive, or your package arrives with a weight discrepancy or damaged outer packaging suggesting something's missing, we'll investigate and cover the missing portion.

Porch Piracy

If tracking shows your package as delivered but you never received it, let us know — with a police report, video evidence, or a loss certificate from the carrier, we'll get it sorted.

Damage in transit

If your item arrives broken, cracked, bent, or crushed and can't be used, we've got you covered. Just hang onto the packaging and take photos before you toss anything.

Delivered to the wrong address

If the carrier delivers to the wrong place (not due to an address error on your end), we'll cover the cost of getting it to you — or treat it as lost if it can't be tracked down.

Delivery delays

If your package doesn't arrive within the promised timeframe, you're covered for a small delay credit — and if it turns out to be lost, we'll cover the full remaining value.

Free returns

Changed your mind within your return window? As long as you return the item in its original packaging and within our return policy, we'll cover the cost of return shipping.

A few situations fall outside Shipping Protection:

Incorrect or incomplete shipping address provided at checkout

Orders that haven't shipped yet

Packages seized by customs or law enforcement

Packages refused or returned to sender for reasons other than damage

Receiving the wrong item, color, size, or style

Damage that existed before the item shipped

Loss caused by events like war, civil unrest, or acts of terrorism

Q: How do I file a claim?

Reach out to our support team at global@robofinity.com with your order number and a quick description of what happened. We'll review your case and take care of the rest.

Q: Does Shipping Protection cover shipping costs or taxes?

Coverage is based on the value of the product itself. Shipping fees and taxes aren't included in the compensation amount.

Q: What if only part of my order is missing?

Let us know what's missing and we'll look into it, whether it's one package out of several, or part of a single shipment that seems short. Once confirmed, we'll cover the missing portion.

Q: My item arrived damaged. What happens next?

Send us photos of the damage along with your order number. Depending on the extent of the damage:

Minor cosmetic damage that doesn't affect function may be resolved with partial compensation.

If a specific part is damaged, we'll get a replacement sent your way.

If the item is unusable, we'll arrange a replacement or compensation — whichever works best for you.

Q: My package never arrived. What are my options?

We'll typically send you a replacement first. If you'd prefer compensation instead, just let us know, and we'll take care of it directly.

Q: How will I be compensated?

Depending on your situation, this could be a refund to your original payment method, store credit, or a direct payment — we'll walk you through the option that fits your case.

Q: Can I cancel Shipping Protection?

Before your order ships: Yes, contact us for a full refund.

After your order ships, Shipping Protection isn't refundable because it's already covering your shipment in transit.

Q: How long does it take to hear back after I file a claim?

We'll respond within 24 hours. Once we have everything we need, your payment or replacement order will be processed within 2 business days.

Product Protection covers three types of breakdowns. Specific coverage for a given order is determined by the Order Confirmation email — only losses identified there qualify as Covered Breakdowns.

 * Number of claims: Unlimited

 * Limit of indemnity: Aggregate limit does not exceed the purchase value of the protected item

Example: A customer buys a 3-year Product Protection plan for a device with a 1-year Robofinity warranty. Accidental Damage and Power Surge coverage apply from the shipment date across all 3 years; General Malfunction (Extended Warranty) coverage only kicks in once the Robofinity warranty expires.

Product Protection does not cover:

1．Costs recoverable under another warranty, guarantee, or insurance policy (Product Protection acts only as secondary/excess coverage in that case).

2．Products purchased "as-is" or without a Robofinity written warranty (e.g., floor or demo models).

3．Losses covered under a Robofinity product recall.

4．Losses from failure to follow our operation, care, and maintenance instructions (unless Accidental Damage coverage is included in the plan).

5．Pre-existing conditions or damage from before the coverage start date.

6．Unauthorized modifications, alterations, or upgrades to the product.

7．Cosmetic damage or normal wear and tear that doesn't affect functionality (scratches, discoloration, dents, chips, etc.).

8．Accessories not included in the product's original packaging.

9．Installation, preventative cleaning, routine inspection, and maintenance.

10．Damage from abnormal or improper use, abuse, misuse, or neglect (unless Accidental Damage coverage is included in the plan).

11．Damage from intentional, willful, or reckless conduct.

12．Loss or damage occurring during delivery/transport to or from the consumer or a repair facility.

13．Incidental, consequential, or secondary damages (e.g., loss of use or profits, delay-related damages).

14．Third-party support services, software, hardware, or accessories.

15．Damage caused by unauthorized repairs or part replacements.

16．Loss from external/force majeure causes — war, riot, strike, fire, theft, pests, pandemic, animals, weather exposure, windstorm, corrosion, sand, earthquake, flood, etc. (unless Accidental Damage coverage is included in the plan).

17．Lost or stolen products.

18．Claims not filed within 30 days of the breakdown and before the coverage expiration date.

19．Products originally purchased used, refurbished, remanufactured, or with a broken factory seal.

20．Data loss/corruption or unauthorized access issues unrelated to a Covered Breakdown.

Q: Can I cancel my Product Protection plan?

Yes, you can cancel anytime during your coverage period. How much you get back depends on when you cancel:

· Within 60 days of purchase, no claims filed: Full refund (100%).

· Within 60 days of purchase, with a claim filed: Refund = what you paid, minus any claim amount already paid out to you.

· After 60 days of purchase: Refund is prorated based on how much coverage time you have left, minus any claims paid out, minus a small administrative fee (varies by state, capped at $50).

Q: How long does it take to get a response after I file a claim?

We'll respond to your claim within 24 hours. Once we have all the information we need, payment or a replacement order will be processed within 2 business days.

Q: How do I file a claim?

Reach out to our support team first at global@robofinity.com with your order number and a quick description of the issue. We'll review your case and take care of the rest — including coordinating with our claims partner, Xcotton, if your issue qualifies for Product Protection coverage.

If you'd prefer to file directly with Xcotton yourself, that option is also available:  Online: https://sp.xcottons.com/parcel#/productProtection/protection-login

Email: support@xcottons.com

Q: I purchased Product Protection for my InsightDrive X1, and I also bought some accessories — are the accessories covered too?

Your plan covers the InsightDrive X1 only. Accessories purchased separately aren't included under this coverage — if you run into an issue with an accessory, reach out to our support team at global@robofinity.com and we'll review your case and get it resolved.

Q: If my vehicle is in an accident and the thermal camera is damaged, is that covered under Product Protection?

Accidental Damage coverage applies specifically to single-vehicle incidents — for example, if your vehicle strikes a fixed object such as a guardrail or roadside barrier.

* It does not cover damage resulting from:
* Collision with an animal
* Collision with another vehicle (including being rear-ended)
* Natural disasters (e.g., fire, flood, storm)
* Theft

If you're unsure whether your specific situation qualifies, contact our support team (global@robofinity.com) with a brief description of the incident, and we'll confirm before you file a claim.