Delivery & returns

Here you will find all the answers to your questions regarding our online shipping and return policies. If you can't find the information you need, feel free to click on the button below to contact us via the Customer Service email. Quick response guaranteed!

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Delivery policies

Orders are delivered and prepared during the week, Monday through Friday. We do our best to deliver the packages in 3 to 7 working days. However, the delay may vary depending on the availability of the product or the provenance of it. Some items are delivered by our partners in a different time frame, but specified in the description of the item.

Deliveries in remote areas
In order to offer competitive prices to our customers, we reserve the right to communicate with customers who live in a remote area to agree on an adjustment of the amount of fixed shipping costs. Especially when the cost of delivery exceeds the amount of the product purchased.

Deliveries in Ontario
We are very pleased to offer delivery in the province of Ontario. Indeed, delivery is free when you buy for 80$ and more before taxes, otherwise, a fixed fee of 12,49$ will be charged.

Deliveries by Kozy and by a partner

The items delivered by our partners are subject to different delivery times. An order containing items being delivered by Kozy and a partner will be shipped and delivered in two separate packages, with their own delivery times.

Item availability
We strive, through several systems in place, to update the inventory as frequently as possible. If your order has items with inventory or shipping issues, we will contact you promptly to let you know.

Free shipping informations
Only items sold online and special order items that can also be purchased online are eligible for free shipping [at a certain minimum amount].

Our carriers
We use a variety of carriers to deliver our orders as quickly and efficiently as possible. We ship our packages with: Canada Post, Purolator, Nationex, UPS, GLS & others, if necessary. * Please note that we do not use Canada Post during the strike.

I did not receive a delivery confirmation

Delivery confirmations are sent only after orders have been shipped. For a two shipment order, you will receive a partial shipment notification with the items to be delivered for each shipment.

My order is missing some items

To err is human! 🙃 If we missed an item in your order, we will be happy to resolve the situation with you. If your order had multiple delivery times, you should receive the scale shortly.

One or several items are damaged

Sometimes shipping can take its toll! 😅 Get your camera out and send us the condition of your order. If your box was damaged in shipping, send us a picture of it as well. Orders leaving our warehouse are always packed with the utmost care and items, checked before each shipment.
Online return policies

Changed your mind? You have 15 days after receiving your package to make an exchange or get a store credit. In order to offer a competitive price to our customers, we do not give refunds. Store credits can be used to purchase other items online and in store. Shipping fees cannot be refunded.

Final sale items
Gourmet (edible) products, jewelry, Kozy X Oleka canvases and clearance items cannot be exchanged or refunded.

Store returns
You may return items from your order to our store free of charge - in accordance with the applicable policies of the returned product(s). You must have a copy of the invoice you received by email, on your phone or in paper form.

Online returns
To return an item by mail, you can access our form under the "Contact Us" page of our website. A fee of $9.98 plus taxes is applicable for online returns. This amount will be deducted from your store credit.