Shipping policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@cozyaroma.ca.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@cozyaroma.ca.
If you wish to return an item, please email us straight away with your order number and reason for return. The items must be unused, undamaged and in their original packaging (or sent with adequate protection).
You will have 14 days from the date you received your order to communicate with us of your intention to return items and a further 14 days to post it back to us. As we are a small company, we are unable to offer a free return on your purchase at this time. Any return shipping costs will be at your own expense. The original shipping cost will not be included in your refund so this will be deducted from your refund amount.
Once we receive your returned item(s), we will notify you with the status of your refund. If your refund is accepted, you will receive the payment back to your original payment method. You should receive the payment within 5 working days, depending on your payment method’s policies.
If you have any questions or concerns, feel free to contact us.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@cozyaroma.ca.
Domestic Shipping Policy
Shipment processing time
All orders are processed within 3-5 business days. Orders are not shipped or delivered on weekends or holidays.
In the event we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.
Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout. All shipping charges are calculated through Canada Post. You can view their website at https://www.canadapost.ca to find the current pricing for your address.
Delivery delays can occasionally occur.
How can I qualify for free shipping?
Free shipping for orders over $150CAD
**Must have a physical shipping address.
Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active in approximately 24 hours.
Damaged Product
In the event your order has arrived damaged, please contact our customer service team at info@cozyaroma.ca with the following information.
- Your order number
- Photos of the damaged items
- Photos of packaging it arrived in with the shipping label visible.
Any damages must be reported within 7 days of your shipment being received for a store credit or refund to be considered.
Package has not arrived
If you receive a delivery confirmation but your package has not arrived, it could be due to the following reasons.
- Package has been scanned by the carrier but has not actually been delivered yet. This is quite common, especially during busy shipping seasons. Please allow 2-3 days for the package to arrive before contacting customer service.
- Incorrect/Incomplete address left at checkout. Please ensure we have the correct address to ship your order. We are not responsible for orders delivered to an incorrect address.
We currently ship to Canada only.