FAQs

1. How can I contact Cozynestory?

You can contact us using the details below:

Email: support@cozynestory.com
Phone: +1 502-530-5530
Address: 3500 Warwick Dr APT 27, Lexington, KY 40517, United States
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (MST)

2. What payment methods do you accept?

We accept major payment methods at checkout, including Visa, Mastercard, American Express, Discover, PayPal, and other express checkout options where available.

Available payment options may vary depending on your location, device, and order details.

3. When will I be charged?

Payment is due when you place your order. Depending on your payment provider, your payment may be charged immediately or authorized and captured shortly after order confirmation.

4. Where do you ship?

We currently ship within the United States.

5. How much does shipping cost?

We offer free shipping all over the United States.

6. How long does order processing take?

Orders are typically processed within 1–2 business days after successful payment confirmation.

Orders placed on weekends or public holidays are usually processed on the next business day.

7. How long does delivery take?

Estimated standard delivery time is typically 5–7 business days after dispatch, depending on your delivery address, selected shipping method, and carrier service.

8. Will I receive tracking information?

Yes, tracking information is provided when available. Please allow some time after dispatch for tracking updates to appear.

9. What if I entered the wrong shipping address?

Please contact us as soon as possible at support@cozynestory.com.

We will try to help, but we cannot guarantee address changes once an order has been processed or shipped.

10. What is your return policy?

Return requests must be submitted within 14 days of delivery.

Items must be unused, in original condition, and include original packaging, tags, accessories, and proof of purchase where applicable.

11. Who pays for return shipping?

Customers are responsible for return shipping unless the item is defective, damaged, incorrect, or applicable law requires otherwise.

12. Do you charge a restocking fee?

No. We do not charge a restocking fee for approved returns.

13. When will I receive my refund?

Approved refunds are typically processed within 5–10 business days after approval. Your bank, card issuer, or payment provider may take additional time to post the refund.

14. What should I do if I receive a damaged, defective, or wrong item?

Please contact support@cozynestory.com as soon as possible with your order number and clear photos where available so we can review the issue.

15. Do you offer exchanges?

We do not currently offer direct exchanges. If eligible, you may return the original item and place a new order.

16. Do you store full payment card details?

No. Payments are handled through secure payment providers. We do not store full payment card details on our website.

17. Can I cancel my order?

Please contact us as soon as possible. If your order has not yet been processed or shipped, we will do our best to cancel it.

If the order has already been processed or shipped, the return process will apply after delivery.