FAQs

1. General questions

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

2. Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card.

We additionally offer support for PayPal, Amazon Pay, Apple Pay, and Google Pay.

You can chose these payment methods at checkout.

Which currency will I be charged in?

We currently only support the following currencies for charging our customers in their local currencies: USD or CAD

If your credit or debit card use another currency, then you will be charged in USD or CAD. Your bank will apply the corresponding  conversation rate of the currency you choose.

3. Shipping

Where do you ship?

We currently ship in the United-States, Canada, Australia, France, the UK and Germany.

For shipping outside of these countries, please reach out to our support by using the "Contact us" tab located on the home page menu.

How long does it take for my order to arrive?

It can take from 2 to 3 weeks* for it to be successfully delivered depending on your location and the time of it's order.

*Due to the COVID-19 pandemic, orders may occasionally take up to 4 weeks.

What if I'm not home?

If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

4. Returns

Do you accept returns?

We do accept returns in respect to the following conditions:

- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 28 days of delivery
- The return is made within 14 days of the return or exchange request

To ask for a return, please contact our support using the "Contact us" tab located on the home page menu.

Are returns free?

Returns within US and Canada are free. You can refer to the delivery paper within your package to perform organize your return.

Returns from outside of the US and Canada are the responsibility of the buyer.

How long does it take to process a return?

Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

5. Other questions

Do you have physical stores?

We currently don't have any physical stores under our brand name. However, we do have several distributors in the US and Canada.

If you have any further questions, please do not hesitate to contact us by using the "Contact us" tab located on the home page menu.

Thank you for shopping at Koozzy.

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