Xcotton-Shipping Protection
Extra peace of mind for eligible Vosteed orders.
Xcotton Shipping Protection is an optional service that helps protect eligible orders against qualifying shipping issues, including loss, partial loss, transit damage, courier misdelivery, and delivery delay.
Keep your Xcotton confirmation email.
It contains your Shipping Protection ID and a link to the claim page. You will need the email used for the order and your Protection ID or Order ID to start a claim.
What Shipping Protection Covers
Loss in Transit
A package may be considered lost when carrier tracking does not show delivery:
- For US Customers shipment: not delivered within 7-15 days after shipment.
Partial Loss
One or more protected items are missing from a delivered package. For orders shipped in multiple packages, each package is reviewed separately. For a single-package order, packaging damage or a difference between the carrier-recorded weight and the actual received weight may help support the claim.
Delivered but Not Received
A package is marked delivered by the carrier, but the customer cannot locate it.
This includes qualifying porch-theft cases supported by evidence.
Transit Damage
A protected item is broken, cracked, bent, crushed, scratched, or otherwise damaged during shipment. The damage to the item is the primary consideration; packaging damage may be used as supporting evidence.
- Minor transit damage that does not affect use may qualify for partial compensation.
- Damage to a replaceable component may be resolved with a replacement part.
- Severe damage that makes the item unusable may qualify for replacement or reimbursement.
Courier Misdelivery
The carrier delivers the package to an address that does not match the shipping address on the order. If the package can be located, reasonable redelivery costs may be covered. If it cannot be located, the case may be reviewed as a loss. An incorrect address entered by the customer is not covered.
Delivery Delay
A protected package is not delivered within the applicable promised transit time. An approved delay claim provides USD 5 per protected order.
Where It Is Available
Shipping Protection is currently available for eligible orders shipped to the United States. Availability is determined at checkout and may vary by order or destination.
How Compensation Is Determined
If a claim is approved, the resolution depends on the type and extent of the shipping issue:
| Approved Issue | How Compensation May Be Provided |
|---|---|
| Lost during transit | A replacement or reimbursement, up to the discounted amount actually paid for the affected protected merchandise. |
| Partial loss | The missing protected item or items may be reshipped, or reimbursement may be based on the discounted amount paid for those missing items. |
| Porch theft / delivered but not received | After the required evidence is reviewed and the claim is approved, a replacement or reimbursement may be provided, up to the discounted amount paid for the affected protected merchandise. |
| Minor transit damage | Damage that does not prevent normal use, such as a qualifying transit-related scratch, may receive partial cash compensation based on the extent of the damage. |
| Damaged component | A replacement part may be sent at no additional cost, or partial compensation may be offered when a part replacement is not the appropriate resolution. |
| Severe or total transit damage | If the item is unusable, a replacement or reimbursement may be provided, up to the discounted amount actually paid for the affected protected merchandise. |
| Courier misdelivery | If the package can be located, reasonable redelivery costs may be covered. If it cannot be located, the claim may be handled as a loss. |
| Delivery delay | USD 5 per protected order. If the package is later approved as lost, the earlier delay payment counts toward the final loss compensation rather than being added on top of it. |
The maximum reimbursement is generally based on the protected merchandise amount after discounts. Separately listed shipping charges, taxes, and the Shipping Protection fee are not included. Available resolution methods may vary by claim and location.
Claim Deadlines
- Overall deadline: report the issue within 90 days of the order date.
- Marked delivered but not received: report within 7 days of the carrier's delivered scan.
- Transit damage: report within 7 days of the carrier's delivered scan.
- Courier misdelivery: report as soon as it is discovered and no later than 7 days after the delivered scan.
- Package not delivered: Xcotton's standard loss-claim eligibility threshold is 30 days after shipment for US packages. However, if tracking shows a clear abnormality 7 days after shipment, you may contact Xcotton Support or submit a case early for preliminary review and follow-up.
Important: Submitting a case early does not mean the package has already been classified as lost or that compensation has been approved. Final eligibility remains subject to the applicable threshold and Xcotton's review.
Please submit claims promptly and follow any more specific deadline shown in your protection confirmation or the current Xcotton terms.
Before Reporting a Delivered Package as Missing
Please check the common delivery locations below:
- Front door, back door, side entrance, porch, or entryway.
- With a neighbor, family member, reception desk, or building manager.
- Mailroom, parcel room, or package locker.
What You May Need
| Issue | Typical Supporting Evidence |
|---|---|
| Loss in transit | Carrier tracking history showing that the package was not delivered. |
| Partial loss | Shipping label or delivery record showing the tracking number and weight, photos of all sides of the outer package, photos of the items received, and the actual package weight when available. |
| Delivered but not received | Police report, security-camera footage, carrier loss statement, or other supporting proof, when applicable. |
| Transit damage | Shipping label, photos of all sides of the outer package, photos of the product packaging, and clear photos showing the damaged area. |
| Courier misdelivery | Order confirmation showing the correct shipping address and proof of delivery or other evidence showing a different delivery address. |
| Delivery delay | Carrier tracking history. |
Xcotton may request additional information to verify and review a claim.
How to File a Claim
- Locate the Xcotton confirmation email sent after you purchased Shipping Protection. Click the Shipping Protection ID in the email, or open the Xcotton Claim Center.
For step-by-step instructions, please view the Xcotton Shipping Protection Claim Filing Guide below：
View the Claim Filing Guide (PDF)
- Enter the email address used for the order and your Protection ID or Order ID.
- Enter the verification code sent to your email. If it does not arrive, check your spam or junk folder before requesting a new code.
- Select the issue type: Damage, Loss, or Package Delay.
- Select the affected protected package, product, or products.
- Upload the requested supporting documents and add any helpful details about what happened.
- Select from the resolution or payment methods available for your claim. Options shown may include direct deposit, PayPal, replacement, or refund to the original payment account.
- Review the information and submit the claim. You can use the claim details page to review the submission.
What Happens After You Submit
Xcotton states that it normally provides an initial response within 24 hours. When all required documents are complete, Xcotton aims to arrange payment or a replacement order within 2 business days. Additional review time may be needed if more information is requested.
Xcotton reviews claim eligibility and determines the final resolution. Selecting a preferred compensation method does not guarantee that every method will be available for every claim or location.
What Is Not Covered
Examples of situations not covered by Xcotton Shipping Protection include:
- An incorrect, incomplete, or insufficient delivery address entered with the order.
- An order that has not been accepted by the carrier, including tracking that only shows "pre-shipment," "label created," or "shipment information received."
- Detention, confiscation, or seizure by customs, law enforcement, or another government authority.
- Recipient refusal or return to sender for reasons unrelated to qualifying transit damage.
- Pre-existing, inherent, or pre-shipment product issues that were not caused in transit, including rust, oxidation, or a product defect without evidence of shipping-related damage.
- Receiving the wrong item, color, style, size, or model. Please contact Vosteed Customer Support for order-fulfillment concerns.
- War, civil unrest, terrorism, strikes, riots, political acts, or similar excluded events described in Xcotton's terms.
Cancellation
If the order has not shipped, contact Vosteed Customer Support to request cancellation and a refund of the Shipping Protection fee. Once the order has shipped, Shipping Protection cannot be cancelled or refunded.
Need Help?
Start or review a claim: Xcotton Claim Center
Read Xcotton's FAQ: Shipping Protection FAQ
Xcotton support: support@xcottons.com
Vosteed support: support@vosteed.com
This page is a general summary for customer convenience. Coverage, eligibility, evidence requirements, claim deadlines, exclusions, compensation, and resolution are governed by the Xcotton protection confirmation and applicable terms in effect for the order.