Shipping policy

This Shipping Policy explains how orders placed through cozyglow.rest are processed, shipped, and delivered.

1. Free Worldwide Shipping

CozyGlow provides free standard shipping worldwide on eligible orders placed through our website.

No minimum purchase is required unless a different condition is clearly displayed before checkout.

Free shipping does not necessarily include:

Expedited delivery;
Customs duties;
Import taxes;
Brokerage charges;
Local handling fees;
Remote-area surcharges imposed by local authorities or third parties.

2. Order Processing

Orders are generally processed before shipment during normal business days.

Processing may require additional time during:

Weekends and public holidays;
Promotional periods;
High-volume sales;
Product launches;
Inventory verification;
Payment or address review.

Once an order has been shipped, the customer may receive a confirmation email containing available tracking information.

3. Estimated Delivery Time

Our estimated standard delivery time is generally:

7–10 business days after shipment.

Business days normally exclude weekends and public holidays.

Delivery estimates are provided in good faith but are not guaranteed. Actual delivery may vary depending on the destination, carrier, customs clearance, weather, local postal service, and other circumstances beyond our reasonable control.

4. International Shipping

We ship to many countries and regions worldwide.

Customers are responsible for ensuring that:

The product may legally be imported into the destination country;
The selected plug type and voltage are compatible with local electrical systems;
The address is complete and accurate;
Someone is available to receive the package where required.

Certain products or destinations may be unavailable because of carrier, legal, customs, safety, or logistical restrictions.

5. Customs, Duties, and Taxes

International orders may be subject to customs duties, value-added tax, import tax, brokerage fees, or other government charges.

Unless explicitly stated at checkout, these charges are not included in the product price and may be collected by the local authority or carrier.

CozyGlow does not control the assessment or collection of government-imposed import charges.

A customer’s refusal to pay legitimate customs charges may result in the package being returned, abandoned, or destroyed. Any refund will be handled according to applicable law and the circumstances of the shipment.

6. Tracking Information

When tracking is available, it will be sent to the email address used at checkout.

Tracking information may take several business days to update after dispatch. Temporary gaps in tracking do not necessarily mean the package is lost.

Some local carriers may issue a new tracking number after the shipment enters the destination country.

7. Incorrect or Incomplete Addresses

Customers must review their delivery information before placing an order.

CozyGlow is not responsible for delays or delivery failure caused by:

Incorrect street numbers;
Missing apartment or unit numbers;
Incorrect postal codes;
Misspelled names;
Incomplete addresses;
Outdated contact information.

Contact us immediately if an address correction is needed. We cannot guarantee that an address can be changed after processing has begun.

If an order is returned because of an incorrect or incomplete address, we will contact the customer regarding reshipment or refund options.

8. Lost Packages

A package may be considered lost when tracking shows no meaningful movement for an extended period or the carrier confirms that it cannot be located.

To report a potentially lost order, email support@cozyglow.rest with:

Your order number;
Full name;
Delivery address;
Tracking number;
A description of the issue.

We may investigate with the carrier before issuing a replacement or refund.

9. Marked Delivered but Not Received

If tracking shows “delivered” but the package cannot be found:

Check the mailbox, entrance, porch, reception, parcel locker, or safe location;
Ask household members, neighbours, or building management;
Confirm that the shipping address is correct;
Contact the local carrier;
Contact CozyGlow if the package remains missing.

We will assist with a carrier investigation where reasonably possible.

10. Damaged Packages

If a package arrives damaged:

Photograph the outer packaging before opening;
Photograph the product and internal packaging;
Retain all packaging;
Contact us promptly at support@cozyglow.rest.

Depending on the circumstances, we may provide replacement parts, a replacement product, or a refund.

11. Split Shipments

Orders containing multiple products may arrive in separate packages.

Separate shipments may have different tracking numbers and delivery dates. You will not be charged additional standard shipping fees because of split fulfilment.

12. Delivery Delays

Delays may result from:

Customs inspections;
Severe weather;
Carrier congestion;
Strikes or transportation disruptions;
Natural disasters;
Public health emergencies;
Incorrect addresses;
Remote delivery locations;
Holiday demand;
Security inspections.

We will make reasonable efforts to assist, but we cannot guarantee an exact arrival date.

13. Undeliverable or Refused Packages

Orders returned because they were refused, unclaimed, or undeliverable will be reviewed individually.

Any refund may be reduced by non-refundable carrier, return, customs, or handling costs where legally permitted and where the return was not caused by CozyGlow.

14. Online-Purchase Rights

Applicable consumer law may provide additional remedies where products are not supplied within the agreed period or within a legally prescribed period. Consumer Protection BC publishes guidance concerning cancellation and refund rights for qualifying online purchases.