QUESTIONS BEFORE YOU PLACE YOUR ORDER

1. How much does shipping cost?

We offer flat-rate shipping to our supported delivery regions:
United States: $5.99 per order
Canada & United Kingdom: $12.50 per order
Other International Destinations: $12.50 per order
The final shipping cost will be shown at checkout after you enter your shipping address.

2. Where do you deliver?

We currently offer worldwide shipping to most supported countries and regions.
Please note that some destinations may be temporarily unavailable due to carrier restrictions, logistics delays, customs limitations, or import/export regulations.
If we are unable to ship to your location after your order is placed, we will contact you by email and provide a suitable solution, including a full refund if necessary.

3. Can my order be delivered to multiple addresses?

No. A single order can only be shipped to one address.
If you want to send items to different addresses, please place a separate order for each shipping address.

4. Do you ship to PO Boxes or Military APO/FPO addresses?

We can ship to PO Boxes within the United States where carrier service is available.
At this time, we are unable to ship to Military APO/FPO addresses.

5. How long does delivery take?

Total delivery time includes order handling time and shipping transit time.
Estimated delivery time:
United States: 6–15 business days
Canada & United Kingdom: 8–20 business days
Other International Destinations: 8–20 business days
Delivery times are estimates and may vary due to carrier delays, holidays, customs processing, weather conditions, or other circumstances outside our control.

6. Can I apply a promotion code after placing my order?

No. Promotion codes must be entered at checkout before the order is completed.
Once an order has been placed, we are unable to apply a discount code retroactively.

7. How do I use a promo code at checkout?

To use a promo code, add your selected items to the cart and proceed to checkout.
Enter your valid promo code in the discount or promo code field before completing payment. If the code is active and eligible, the discount will be applied to your order total.

8. Can I use two promo codes at the same time?

No. Only one promo code can be used per order unless otherwise stated.
Promo codes cannot be combined with other offers unless the promotion specifically allows it.

9. Can I place an order over the phone?

No. We currently do not accept phone orders.
Please place your order directly on our website to make sure your product selection, shipping address, and payment details are entered correctly.

10. What payment methods do you accept?

We accept PayPal and major credit/debit cards, including:
Visa
Mastercard
American Express
Discover
Diners Club
JCB
All available payment options will be displayed at checkout.

QUESTIONS ABOUT ORDER STATUS AND DELIVERY

11. How can I track my package?

Once your order has shipped, you will receive a shipping confirmation email with your tracking number and a tracking link.
You can use that link to check the latest delivery updates from the shipping carrier.
If your order includes multiple items, they may be shipped separately and may have different tracking numbers.

12. What should I do if my tracking number does not work?

Tracking information may take 24–48 hours to update in the carrier's system after your order has shipped.
If your tracking number does not show updates immediately, please check again later.
If your order has not arrived after 20 business days, please contact us at contact@cozypieces.com with your order number so we can assist you.

13. What should I do if my package is missing?

If the tracking information shows "Delivered" but you cannot find your package, please follow these steps:
Check around your delivery location, mailbox, porch, front desk, mailroom, or any safe place where the carrier may have left the package.
Ask family members, neighbors, building staff, or anyone who may have accepted the package on your behalf.
Contact the local carrier directly using your tracking number.
If the package is still missing, please contact us within 7 days of the marked delivery date.
When contacting us, please include your order number, tracking number, and a short description of the issue.

14. What happens if my order is delayed?

Most orders are delivered within the estimated timeframe, but delays may happen due to high order volume, carrier issues, customs processing, holidays, weather, or other unexpected events.
If your order is significantly delayed, please contact us with your order number and tracking details so our support team can help check the status.

REFUNDS, REPLACEMENTS, AND EXCHANGES

15. How long do refunds and replacements take?

Refund and replacement timelines may vary depending on the case.
Inspection: 5–7 business days after we receive your returned item, if a return is required.
Refund: Once approved, refunds typically reflect in your account within 5–10 business days, depending on your bank or payment provider.
Replacement: Once confirmed, replacement orders are shipped within our standard processing time of 1–5 business days.

16. Can I exchange my item?

Yes. We accept eligible exchange requests within 30 days of delivery.
Items must be in acceptable condition and meet our return and exchange requirements. Customers are responsible for return shipping costs unless the issue was caused by our error.
Please contact us before sending any item back so our team can review your request and provide the correct return instructions.

17. What should I do if I received a damaged, defective, or incorrect item?

Please contact us as soon as possible and include:
Your order number
A clear description of the issue
Photos of the item received
Photos of the package and shipping label, if available
Our team will review your case and provide the appropriate solution based on our policy.

MODIFYING OR CANCELLING AN ORDER

18. How can I edit or cancel my order?

You may request to edit or cancel your order within 4 hours of placing it.
Please contact us immediately at contact@cozypieces.com with your order number and the change you want to make.
After this time window, your order may already be in processing or production, and we may not be able to modify or cancel it.

19. Is there a cancellation fee?

No. If your order qualifies for cancellation, there is no cancellation fee.

20. Can I change my shipping address after placing an order?

You may request a shipping address change within 4 hours of placing your order.
Please contact us immediately with your order number and the correct shipping address.
After this period, we may not be able to update the address if the order has already entered processing or shipment preparation.

21. Can I add or remove products from my order?

You may request to add or remove products within 4 hours of placing your order.
After this window, changes may no longer be possible because the order may already be processing.
If you want to purchase additional items after the order can no longer be changed, please place a new order.

PAYMENT

22. When will my card be charged?

Your card or PayPal account will be charged when your order is successfully placed.
After payment is completed, you should receive an order confirmation email.

23. Why was my payment declined?

For security and privacy reasons, your bank or payment provider may not share the exact reason for a declined payment with us.
Please contact your bank or payment provider directly for more information.
You may also try again with a different payment method. If the issue continues, please contact our customer support team for assistance.

24. What should I do if I see an unknown charge?

If you do not recognize a charge, please check the following first:
Review your order confirmation email for the transaction details.
Ask family members or anyone who may have placed an order using your payment information with your permission.
Contact your bank or payment provider for more information.
Contact our customer support team if you need help identifying the order.

ACCOUNT, SECURITY, AND SAFETY

25. What should I do if I receive a suspicious email or message?

We take fraud, phishing, spoofing, and suspicious activity seriously.
If you receive a message that claims to be from Cozy Pieces but looks suspicious, please do not click unknown links, download attachments, or share personal/payment information.
Contact our customer support team so we can help verify whether the message is legitimate.

26. How secure is my personal information?

We use secure checkout technology to help protect your personal information during payment.
Payment information is encrypted and processed through secure payment gateways. Cozy Pieces does not store full credit card details on our servers.

27. Do you store my payment information?

No. We do not store your full credit card information on our servers.
Payments are processed securely through trusted third-party payment providers.

PRODUCT QUALITY

28. What is your quality assurance process?

We work with production partners who review products before they are packed and shipped.
Our quality checks may include product appearance, material condition, sizing accuracy, packaging condition, and other product-specific details.
Each item must pass our quality review before shipment.

29. What should I do if I have a product quality concern?

If you believe your item has a quality issue, please contact us with your order number, a clear explanation of the problem, and photos of the item.
Our team will review your request and provide the best available solution based on our policy.

ORDER INFORMATION

30. Where can I find my order number?

Your order number can be found in the order confirmation email sent after your purchase.
If you cannot find the email, please check your spam, junk, or promotions folder.
If you still cannot locate it, contact us using the email address you used at checkout.

31. What information should I include when contacting support?

To help us assist you faster, please include:
Your order number
The email address used at checkout
A clear description of your question or issue
Photos or screenshots, if relevant
Tracking number, if your question is related to delivery

CUSTOMER SUPPORT

32. How can I contact Cozy Pieces?

You can contact our customer support team using the details below:
Email: contact@cozypieces.com
Phone: +1 (510) 606-4318
Legal business name: Houston Bowling Supply LLC
Trading name (DBA): Cozy Pieces
Store address: 1700 Market St, San Francisco, CA 94102, United States

33. What are your customer support hours?

Our customer support team is available:
Monday – Friday
9:00 AM – 5:00 PM PT (Pacific Time)
Response times may vary depending on request volume, but we will do our best to respond as soon as possible.