Applies to: Cozyla.com orders where ShipInsure Shipping Protection was selected at checkout Use this guide for: lost packages, stolen packages, delivered-not-received packages, or products damaged during shipping Do not use this guide for: xCotton Product Protection Plan claims, extended warranty claims, accidental damage claims, mechanical or electrical failure claims, or Amazon orders
Use this guide to file a ShipInsure Shipping Protection claim for an eligible Cozyla.com order.
Before You Begin
Make sure you have:
- The email address used for your Cozyla.com order.
- Your Cozyla order number.
- Your ShipInsure coverage or claim link, if available.
- Tracking details from the carrier.
- Photos of the damaged product and packaging, if your claim is for shipping damage.
- Any other documentation requested in the ShipInsure claim portal.
If you purchased a Product Protection Plan or extended warranty instead of Shipping Protection, use the Product Protection claim article instead.
Step 1: Find Your ShipInsure Email or Claim Link
After purchasing ShipInsure Shipping Protection, you may receive a ShipInsure email connected to your Cozyla order. Open that email and select the claim link or claim button.
If you cannot find the ShipInsure email or claim link, contact Cozyla Support with your order number and the email address used for checkout.
Step 2: Open the ShipInsure Claim Portal
Use the claim link connected to your order. This helps ShipInsure confirm the protected order and helps prevent duplicate claims.
Do not use xCotton's Resolution Center for Shipping Protection claims. xCotton is used for Product Protection Plan and extended warranty coverage, not ShipInsure Shipping Protection.
Step 3: Select the Claim Reason
In the ShipInsure claim portal, choose the claim reason that matches your issue. Depending on what is shown for your order, the claim reason may include:
- Lost shipment
- Delivered but not received
- Shipping damage
- Theft after delivery, where applicable
Step 4: Provide the Requested Details
Follow the prompts in the ShipInsure claim portal. You may be asked to provide:
- Order information
- Tracking information
- A description of what happened
- Photos of the damaged item and packaging, for damage claims
- Carrier or delivery details
- Identity or address verification, if requested
Step 5: Submit the Claim
Review your claim details before submitting. After submission, ShipInsure will review the claim based on the protection terms, claim timing, carrier information, documentation, and eligibility requirements.
Step 6: Watch for ShipInsure Updates
ShipInsure will provide the next step after reviewing your claim. If the claim is approved, the available remedy may include a replacement or refund, depending on the terms for your order and Cozyla's fulfillment or refund capabilities.
If You Did Not Purchase ShipInsure Shipping Protection
If ShipInsure Shipping Protection was not included with your order, the ShipInsure claim portal will not be available for that order. Contact Cozyla Support so our team can review your request and confirm the best available next step.
Need More Help?
Contact Cozyla Support if:
- You cannot find your ShipInsure claim link.
- The claim portal does not recognize your order.
- You are not sure whether your order included ShipInsure Shipping Protection.
- Your issue is a product warranty or Product Protection Plan issue instead of a shipping issue.