Frequently Asked Questions

Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

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Last updated: April 2024

1. General Questions
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2. Payment Questions
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3. Shipping Questions
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1. General Questions

CAN I RECEIVE ORDER CONFIRMATION?

Once you’ve completed your purchase, we’ll send you a confirmation email with the purchase information.

HOW DO I TRACK MY ORDER?

As soon as we start packing and processing your order, you will receive a confirmation email including an order number, shipping details and a link to track your parcel online via our email support. All of your inquiries regarding an order will be handled directly by an Agent from the Customer Support Department. You can also troubleshoot your concerns by dispute resolution.

Please note that it may take 2-5 days to get your Tracking Number (TKN). The TKN will be active when your order is ready to ship. 

CAN I CANCEL MY ORDER?

You can only cancel your order within 6 hours from purchasing time of the same day.  Each of our product follows a strictly scheduled time, therefore, kindly reach out to our Customer Support Department via our email support to check on your order processing time in urgent situations.


- Cancellations made within the first hour from purchasing time of the same day will be issued a full refund of 100% order value (without Tip given by customers)

 

- Cancellations made after 1 hour but still within 6 hours from purchasing time of the same day will be issued a 70% refund of order value (without Tip given by customers). Please be informed that a management, processing, and transaction fee (30% of your total order value) will be applied in this case. Remember, you cannot cancel or modify your order if it has progressed to an advanced preparation status. 

CAN I CHANGE MY ORDER INFORMATION?

If you realize you have made an error, simply contact our email support within 9 hours after the purchasing date.
 

In case the shipping address is incorrect but the item has been already on the shipment, please follow the step below:
 

1. Follow your order via the tracking link closely
2. Once your tracking number is active or the item arrives at the Post Office (P.O), kindly contact and provide P.O with your tracking number and request address changes.

If your order is already processed or has already shipped, and the address is incorrect, we cannot change the address. For other requests, please contact the Support team

CAN I CHANGE THE BILLING ADDRESS?

We are unable to edit the billing address once your order is placed. Not to worry, as long as the shipping address is correct, you are able to receive the package.

CAN I GET REFUND ON MY ORDER?

If for whatever reason your goods don't arrive within 60 days, you will be refunded up to 100% order value for that item.
 

*At the moment, all CozityLab's products are typically shipped from one of our overseas facilities, so please allow up to 1-2 weeks to receive your purchase(s), though we've been seeing much quicker shipping times recently. Shipping time is typically dependent on how long customs takes, which can vary from country to country.

DO YOU HAVE A PHYSICAL STORE?

Currently, we do not have a physical store. However, we do offer free shipping and money back guarantee, so you can try our products risk-free.

2. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.

Do you offer installment payment options?

Yes, we offer installment payment options for certain purchases. Please check our website or contact our customer service for more information.

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

3. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Location

Estimates Shipping Time

Unites States

7-14 working days

United Kingdom

7-10 working days

Canada, Europe

7-14 working days

Australia, New Zealand

7-14 working days

Other Countries

14-21 working days

Please note that We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information

Remember, you can’t cancel or modify your order if it has progressed to an advanced preparation status.

Sometimes shipping time varies due to circumstances outside of our control, such as:

  • IR Disputes/Strikes
  • Weather conditions
  • Time of Year (e.g. Holiday Season)
  • Large or Bulky Items
  • Shipping Provider Error

If any of the above scenarios occur with your package we promise to keep you well informed with as much information that is available to us.

How much does shipping cost?

Shipping cost depends on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping limited time. Please refer to our shipping policy for more details.

Do you ship to P.O. boxes?

Yes, we ship to P.O. boxes. Please make sure to provide your complete and accurate shipping address to avoid any delays in delivery.