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Shipping Policy

COZY will attempt to ship your order using the fastest, safest, and most reliable method possible. As our mission, we have established strong relationships with some of the best delivery companies nationwide. Every product on our site has been carefully selected to be shipped by a particular shipping method in order to provide you with an optimal delivery experience. When your order is shipped, we will send you an e-mail containing the shipment details along with a tracking number for your shipment. We encourage you to track your package online or on the phone with the carrier. You can also e-mail us and we will provide you with the status of your shipment.

We have Three shipping methods available: Small Package, Truck Freight and White Glove service.

Small Package - Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for items we sell. Depending on the proximity of your location to our warehouse, your item will arrive between 1 and 10 business days after your order is shipped. We do not require an adult signature for deliveries, but please note that the decision to leave your package without a signature is at your own discretion. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the deliverer to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note. In the event that the product or its packaging appears damaged or you have any reason to be concerned about possible damages, please contact us immediately, within 12 hours from time of the delivery.

Truck Freight - Many Items we sell are too large or too heavy to ship using a Small Package carrier. Therefore, our best option is to ship it to you using a common carrier. Truck freight is different than standard UPS, FedEx or US Mail. Truck Freight also differs from “ Small Package” in that, for residential deliveries, you will be contacted by the shipping carrier to schedule a delivery appointment. Most companies offer delivery between 8:00 am and 5:00 pm, Monday through Friday. The most important thing to remember about truck freight is that you must inspect the package at the time of delivery. If the box has any damage, or if there is any reason to be at concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign. This ensures that if there is in fact any damage, you will have a viable claim for damages against the carrier company. If you are ordering a very large item, please keep in mind that you may need few people to help unload it.

White Glove Freight - White Glove service provides two-men delivery inside your residence to the room of your choice. This service includes carrying the product up to the first floor (no more then 6 steps). Any additional floor will be charged $30 per floor, payable by CASH ON DELIVERY (NO CHECKS).

Once the product is in the room of your choice, the deliverer(s) will remove furniture and accessories from boxes and packaging material, place empty boxes and packaging material into the designated location on the premises, assemble and install the delivered products. The deliverer(s) will neither hookup any electrical or component wires nor istall any products that require wall or ceiling mounting. At time of purchase, please indicate if you have any restrictions in your building. Please measure the doorways, stairways, elevators, etc. to ensure successful delivery of your purchased product to the location of your choice. If upon obtaining measurements, you are unsure of whether the passages are wide enough for delivery of the products, please contact us immediately. Please understand that if the furniture is too large/wide for entry into your home/apartment, special arrangements must be made to have our Knock Down service disassemble and reassemble the furniture in your home. There is an additional cost for this service, which you will be quoted once we are notified by you of this additional requirement. . A delivery date will be specified to you upon arrival of your order. Installation of furniture products could be complicated and time consuming, therefore we cannot provide the exact time of delivery. As a courtesy to you, the carrier will call you at the telephone number your provide approximately 1 Hour prior to delivery – no need to stay home before you receive this call. Please clear the area where the delivered furniture is to be placed.

One other important thing to remember about White Glove freight is that you MUST inspect the product and any packaging you see at the time of delivery. If there is any damage to either the product or the package, or if there is any reason to be concerned about damage, please indicate clearly all your concerns in detail on the sheet that you will be asked to sign. This ensures that if there is in fact any damage, you will have a viable claim for damages against the carrier company.

Shipping Time Frame

Every product on our site has an estimated Lead Time - the number of business days it takes for an item to be processed and prepared for shipment at the warehouse. If a warehouses stocks items purchased by you, the item can be shipped the same day or within 24 hours of your purchase. Others warehouses require more time to process and prepare an item for shipment (e.g. 10-14 weeks). Each product page on our website includes the estimated time for the order to be processed before shipping. Small package shipments are usually delivered between 1 and 10 bussiness days after your order is picked up by the carrier from the warehouse. For residential deliveries, you will be contacted for an appointment as soon as your order arrives at the local warehouse.

Returns Policy

You may return your purchased product for any reason within 7 calendar days of receipt for an exchange or a refund of amount less the shipping and handling costs. Refund of items purchased with free shipping arrangements will be reduced by roundtrip shipping costs. In addition, a 30% restocking fee will be applied to and deducted from any refund should you wish to make a return. Please keep in mind that once an order has been shipped, it cannot be cancelled. If you refuse to accept an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.

All returned products must be in their original condition and packaging; otherwise, additional charges may apply. Unfortunately, we cannot accept returned products that have been assembled, modified or custom ordered (custome order is any order different from specification of the listed item). Additionally, products marked “NONRETURNABLE” on the product’s sale page, may not be returned for any reason and you will be responsible for the full purchase price of such product along with shipping costs and restocking fees. . If you have any questions about whether a product can be returned, please call us. Note: If your item was damaged or defective, please see our Shipping Policy.

What If My Order Arrives Damaged?

Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, you may conveniently request replacement parts with our cusomer service. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipped by Truck Freight, or White Glove, please note the important instructions below:

* Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
* If you have already accepted the package and find that parts are missing or damaged, please contact us immediately and we will ship you the replacement parts free of charge. Timeliness is extremely important since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products must be in the original packaging.

Our goal is to make buying online easy, safe and efficient. If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy. If we made an error, and it cannot be remedied with either full replacement of the item or replacement parts, we will be responsible for shipping costs of returning the item. If your item contains manufacturing defect, we can either replace the defective part, or if necessary, replace the entire item. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.

Clearance and Floor Sample Items Returns

It shall be understood that all floor samples and “clearance” items are subject to regular wear and tear and therefore are sold “AS IS”. Therefore, all floor samples and “clearance” items cannot be returned, exchanged or refunded. However, if you feel that there has been a clerical error (for instance dispute over the model of the ordered item) please feel free to contact us immediately so that we could resolve such issues as soon as possible. We pride ourselves in being fair!
Last Updated: 18 Jul 2013 15:32:39 PDT home  |  about  |  terms  |  contact
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