FAQ
Most of what people ask us is answered below. If yours isn't here, email info@cozycrestco.com and we'll reply within 1–2 business days.
About the shop
Is Cozy Crest Co really run by a seven-year-old?
Yes, in the way that matters: she chooses everything that goes in the shop, and she writes some of the replies you'll get from us. Her parents handle everything with money or legal responsibility attached — payments, order processing, shipping, returns, and the obligations a Canadian business has. Your order is looked after by adults. You can read her side of it here.
Ordering & shipping
How long until my order ships?
We process orders within 1–3 business days. Made-to-order items, including our print-on-demand wall art, take 2–5 business days to produce before they ship. Orders placed on a weekend or holiday start processing the next business day.
How long does delivery take?
After dispatch, estimated transit times are 7–15 business days within Canada and the United States, 10–20 business days to the UK, Europe, Australia and New Zealand, and 12–25 business days elsewhere. These are estimates rather than guarantees — customs, weather and peak seasons can add time.
What does shipping cost?
Rates are calculated at checkout based on your destination, and you'll see the exact cost before you pay. Within Canada, standard shipping is $12 and express is $20, with free standard shipping on orders over $75. To the United States, shipping starts at $7.90 and is free over $100. International standard shipping is a flat $24.90, with express at $44.90. All prices are in Canadian dollars.
Why did my order arrive in more than one parcel?
We buy from a number of different suppliers and print-on-demand makers, some of them overseas. If your order contains items from more than one of them, they ship separately and may arrive on different days. Each parcel gets its own tracking number, and you're never charged extra for the split.
Where's my tracking number?
It's emailed to you as soon as your parcel is on its way. Tracking can take 3–5 business days to show its first scan, so don't worry if it looks quiet at first. If it still hasn't updated after that, email us.
My order hasn't arrived. What now?
If it's been more than 10 business days past the longest estimate for your region, email info@cozycrestco.com with your order number. We'll open an investigation with the carrier and arrange a replacement or refund if the parcel is confirmed lost.
I entered the wrong address.
Email us straight away. We can usually correct an address within a few hours of ordering, but once a parcel has shipped we can't redirect it. Parcels returned to us for an incorrect or incomplete address can be reshipped at your cost.
Customs, duties and taxes
Will I be charged import duties?
Possibly. International orders may attract customs duties, import taxes, or handling fees charged by your own country. These aren't included in our prices or shipping charges and are the recipient's responsibility. We have no control over these charges and can't predict them — check with your local customs office if you're unsure.
What currency are your prices in?
All prices are shown in Canadian dollars (CAD). Your card issuer will convert at their own rate if you're paying in another currency.
Returns & refunds
What's your return policy?
You have 30 days from delivery to request a return. Items need to be unused, in the condition you received them, and in their original packaging with tags attached.
How do I start a return?
Email info@cozycrestco.com with your order number and a short note about the problem — photos help, especially for damage. We'll send return instructions and an address. Please don't ship anything back before you hear from us, as unannounced returns can't be traced to your order.
My item arrived damaged or it's the wrong thing.
Contact us within 7 days of delivery with photos. We'll arrange a replacement or a full refund including shipping, at no cost to you.
Who pays return shipping?
For change-of-mind returns, you do — we recommend a tracked service, since we can't refund an item we don't receive. Original shipping charges aren't refundable on change-of-mind returns. For damaged, defective or incorrect items, we cover it.
Is there anything you can't take back?
Custom, personalised and made-to-order items (including print-on-demand wall art), opened hygiene-related goods such as cosmetics, nail products and earrings, perishables, gift cards, and anything returned after 30 days or without its original packaging.
How long do refunds take?
Once we've received and inspected your return we'll email to confirm, and approved refunds go back to your original payment method within 5–10 business days. Your bank may take a little longer to post the credit.
Can I exchange something instead?
The fastest route is to return the original for a refund and place a new order.
Can I cancel my order?
Yes, for a full refund, as long as the request reaches us before the item ships. Once it's with the carrier, treat it as a return.
Products
Are your sizes and dimensions accurate?
Yes. Where an item comes in several sizes, every option is listed on the product page and the measurements in the description cover all of them. If anything looks inconsistent, tell us — we'd rather fix it than have you guess.
Do you restock sold-out items?
Usually, though timing depends on the supplier. Email us about a specific item and we'll tell you what we know.
Still stuck?
Email info@cozycrestco.com. We read everything and reply within 1–2 business days.