What should I do if my package is lost?

Domestic Packages

If your package has not been marked as “Delivered” within 30 days from the shipment date, it may be considered lost.

You must report the claim within 90 days of the shipment date.

International Packages

If your package has not been marked as “Delivered” within 60 days from the shipment date, it may be considered lost.

You must report the claim within 90 days of the shipment date.

Tracking Shows “Delivered,” but I Did Not Receive It

If the courier shows your package as “Delivered” but you have not received it, submit your claim within 7 days after the tracking status was updated to “Delivered.”

Xcotton may require supporting documentation such as a carrier letter, police report, security camera recording, or other evidence.