Frequently Asked Questions (FAQs)

Frequently Asked Questions (FAQs)

1. Where do you ship?

We currently ship to addresses within the United States only.

2. How much does shipping cost?

We offer Free Standard Shipping on all orders within the United States.

3. How long does it take to process an order?

Orders are typically processed within 1–3 business days after payment has been successfully received.

4. What is the estimated delivery time?

After processing, orders are generally delivered within 5–11 business days.

Delivery times are estimates and may vary due to carrier operations or unforeseen circumstances.

5. What is your daily order cut-off time?

Our daily order cut-off time is 5:00 PM (New York Time).

Orders placed after the cut-off time will begin processing on the next business day.

6. Which shipping carriers do you use?

Orders may be shipped through one of our trusted delivery partners, including:

  • USPS

  • UPS

  • FedEx

  • DHL

  • Other qualified shipping carriers

The carrier is selected based on the destination and available shipping service.

7. How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email with tracking information, when available.

8. What payment methods do you accept?

We accept the following payment methods:

  • Shop Pay

  • Visa

  • Mastercard

  • American Express

  • Diners Club

  • Discover

  • Apple Pay

  • Google Pay

  • PayPal Wallet

All prices are displayed and processed in U.S. Dollars (USD).

9. What is your return policy?

We accept eligible returns within 30 business days of delivery.

Returned items must meet the conditions outlined in our Return & Refund Policy.

10. Who pays for return shipping?

Customers are responsible for return shipping costs unless the return is approved because the item was damaged, defective, or incorrectly shipped.

11. Which items cannot be returned?

Returns are not accepted for:

  • Used, worn, washed, or damaged items.

  • Products without original tags or packaging.

  • Customized or personalized products.

  • Gift cards and digital products.

  • Final sale or non-returnable items, unless defective or shipped incorrectly.

  • Items returned after the return period.

  • Products damaged through misuse or unauthorized repairs.

  • Returns submitted without the required documentation, including an uncut unboxing video when applicable.

Please review our Return & Refund Policy for complete details.

12. How are refunds issued?

Approved refunds are issued to the original payment method used for the purchase.

Refunds are generally processed within 5–10 business days after the returned item has been inspected and approved.

13. What should I do if I receive a damaged or incorrect item?

Please contact us as soon as possible with:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging

  • An uncut unboxing video clearly showing the product and the issue

Our support team will review your request and provide further instructions.

14. How can I contact customer support?

You can reach us using the following contact information:

Email: support@cozella.shop

Phone: +1 929-737-0110

Support: Customer support is available 24 hours a day, 7 days a week via email.

Business Address:

Cozella
1500 Boston Rd
Bronx, NY 10460
United States

15. Is my payment information secure?

Yes. Payments are processed through trusted payment providers that use industry-standard security measures to help protect your payment information.

16. Do you collect personal information?

Yes. We collect certain information necessary to process orders, provide customer support, improve our website, and enhance your shopping experience. For more information, please review our Privacy Policy.

17. Do you use cookies?

Yes. We use cookies and similar technologies to support essential website functionality, improve performance, and help provide a smooth shopping and shipping experience.