Applies to: Cozyla.com orders where ShipInsure Shipping Protection was selected at checkout Does not apply to: Product Protection Plans, extended warranty coverage, product quality issues, or Amazon orders
Use this article to understand how ShipInsure Shipping Protection works for eligible Cozyla.com orders.
ShipInsure Shipping Protection is an optional shipping protection service that may help if an eligible shipment is lost, stolen, delivered but not received, or damaged during shipping. It is separate from Cozyla's product warranty, Cozyla's return policy, and xCotton Product Protection / Extended Warranty coverage.
If you need help with accidental damage, mechanical or electrical failure, power surge coverage, or extended warranty coverage, please use the Product Protection Plan resources instead.
What ShipInsure Shipping Protection Covers
Subject to ShipInsure eligibility, exclusions, claim timing, and transaction-specific terms, Shipping Protection may cover:
- Loss in transit: the shipment is missing and presumed lost.
- Damage in transit: the product arrives with physical damage that occurred during shipping.
- Delivered-not-received events: the carrier marks the package as delivered, but you did not receive it, including theft after delivery where applicable.
Coverage can vary by order, carrier, destination, item category, and other risk factors. The protection shown at checkout and in the ShipInsure claim portal is part of the terms for that transaction.
What Shipping Protection Does Not Cover
ShipInsure Shipping Protection is not a product warranty and is not a substitute for Cozyla's return policy.
Shipping Protection generally does not cover:
- Product defects, product performance issues, normal wear and tear, sizing or fit concerns, or other product quality issues unrelated to shipping damage.
- Delivery delays or missed delivery windows that are not tied to physical loss, theft, or shipping damage, unless expressly covered for your transaction.
- Fraud, misrepresentation, duplicate recovery, or unsupported claims.
- Items or situations excluded at checkout, in the ShipInsure claim portal, or in ShipInsure's transaction-specific terms.
For product warranty or extended warranty help, please see the related Product Protection articles at the end of this page.
How to Purchase Shipping Protection
ShipInsure Shipping Protection may be shown during cart or checkout for eligible Cozyla.com orders. If you select Shipping Protection, the protection fee is added to your order total and applies only to the eligible items in that order.
Before placing your order, review the Shipping Protection option and the total order amount carefully.
When to File a Shipping Protection Claim
Use the ShipInsure claim link connected to your order if your protected shipment is lost, stolen, delivered but not received, or damaged during shipping.
Unless different timing is shown for your transaction, ShipInsure's general claim windows are:
- Delivered but not received: file no earlier than 5 days after the carrier marks the package as delivered and no later than 30 days after delivery.
- Lost and not delivered: file after 7 days from the last carrier scan or checkpoint, or after 20 days for international shipments, and no later than 30 days after the last scan or checkpoint.
- Damaged: file within 30 days of delivery and provide the requested photos or documentation.
ShipInsure may ask for supporting documentation, such as photos of the damaged item and packaging, carrier information, proof of purchase, identity verification, or other claim details.
Claim Review and Available Remedies
After you submit a claim, ShipInsure reviews the claim based on eligibility, carrier information, documentation, fraud-prevention checks, and the terms for your order.
If the claim is approved, ShipInsure will provide the available remedy for your order. Depending on ShipInsure's terms and Cozyla's fulfillment or refund capabilities, this may include a replacement or refund.
ShipInsure may deny claims that are not eligible, unsupported, fraudulent, abusive, outside the claim window, or outside the coverage terms.
Can Shipping Protection Be Canceled?
If your order has not shipped yet, contact Cozyla Support to ask whether the Shipping Protection fee can be refunded. If your order has already shipped, Shipping Protection generally cannot be canceled.
Need to File a Claim?
See How To File A Shipping Protection Claim for step-by-step instructions.