Xcotton Shipping Protection Claims Guide
Shipping Protection for Moody Orders
Shipping Protection helps protect eligible Moody orders against common delivery issues, including loss, damage in transit, mis-delivery, and delivery delays. Claims are handled through Xcotton's Claims Center.
Claim deadline: All claims must be submitted within 90 days of the shipment date.
Pricing: The Shipping Protection fee is automatically calculated based on your order value. When selected at checkout, it is added to your order total and cannot be purchased separately.
What Is Covered
| Coverage | What it covers | Outcome |
|---|---|---|
| Loss | Package lost in transit, including full or partial loss | Eligible for a claim |
| Package Theft | Package stolen after delivery confirmation | Eligible for a claim |
| Damage in Transit | Visible breakage, cracks, crushing, or bending that makes the item unusable | Eligible for a claim |
| Mis-delivery | Carrier delivers the package to the wrong address, excluding errors caused by the customer | Eligible for a claim |
| Delayed Delivery | Shipment is delayed | $5 compensation per order |
Coverage, compensation, exclusions, and claim decisions are subject to Xcotton's applicable terms and review.
How to Purchase Shipping Protection
At checkout, select Shipping Protection. The fee will be automatically added to your order total. Coverage applies only to the products included in that order.
How to File a Claim
If your Moody order is lost or damaged during shipping, submit a claim through Xcotton's Claims Center as soon as possible.
- Direct access: Open the Claims Center and enter your email address plus your Shipping Protection ID or order number.
- Email access: After purchasing Shipping Protection, look for the email titled "Xcotton Shipping Protection Placed Successfully" and click the link inside.
Depending on the claim, you may be asked to provide supporting documents such as proof from the shipping carrier and photos of the damaged product.
Claims Center Reference Images
Desktop reference
Mobile reference
Frequently Asked Questions
What does Shipping Protection cover?
It covers eligible Moody orders affected by loss, package theft after delivery confirmation, damage in transit, mis-delivery, and delayed delivery, subject to Xcotton's terms.
How is Shipping Protection purchased?
Select Shipping Protection during checkout. The fee is calculated from the order value and added to the order total.
How do I file a claim?
Use Xcotton's Claims Center and provide your email address plus your Shipping Protection ID or order number. You can also access the Claims Center through the confirmation email.
What information or documents may be required?
You may need to provide carrier documentation, photos of the damaged product, and other supporting information requested during claim review.
Who handles the claim?
Xcotton handles the claims process. Moody may assist by providing relevant order information when needed.
Can I cancel Shipping Protection?
If your order has not shipped, contact Moody to request a refund for the Shipping Protection fee. Once the order has shipped, Shipping Protection cannot be canceled.
What situations may be excluded?
Examples include incorrect delivery information provided by the customer or intentional damage. Please review Xcotton's applicable terms for the complete exclusions.
Important Reminders
- Make sure your shipping address, contact number, and other delivery details are accurate.
- Inspect your order promptly after delivery.
- Submit any claim within 90 days of the shipment date.
For claim-related questions, contact support@xcottons.com.