Get answers to the most frequently asked questions.
How much does Cozey shipping cost? US TEST
Cozey offers free shipping across all 10 Canadian provinces and every U.S. state (except Hawaii, Alaska, and the Virgin Islands) — no minimum purchase required!
In rare cases, customers in remote areas (with limited delivery access) may incur additional shipping fees.
Where does Cozey ship?
Cozey offers free shipping across all 10 Canadian provinces and every US state except Hawaii, Alaska, and the Virgin Islands. Additional costs and some exceptions may occur in very rural areas inaccessible to our delivery partners.
How fast is your free shipping?
Enjoy fast and free shipping in all Canadian provinces and every US state except Hawaii, Alaska, and the Virgin Islands. The number of boxes will depend on your chosen configuration. Shipping times may vary.
What can I expect when my order is delivered?
When your order arrives, you can expect multiple boxes left on your doorstep depending on the number of seats you have. Every seat, pair of arms, and ottoman comes in its own box. Our boxes have handles for convenient moving. Our assembly is tool-free and everything you need is inside the boxes.
Can I change my shipping address?
To make changes to your shipping address after ordering, make sure to contact our Customer Happiness Team before it is shipped. We cannot guarantee that changes will be accepted, but please contact our Customer Happiness Team at support@cozey.ca and we will do our best to accommodate you.
Can I schedule my delivery on a specific date?
Though we cannot schedule your delivery on a specific date, we can delay your order until you are ready for it to arrive. Please contact our Customer Happiness Team at support@cozey.com and we will do our best to accommodate you.
What are the packaging dimensions and weight of the Cozey seating collections?
To compare the dimensions and weight of different Cozey seating models, please visit the Compare Collections page. You will find exact size and weight of all types of boxes per collection.
Will you carry my boxes inside my home?
Though our couriers do not deliver packages inside your home, the boxes are conveniently sized to move easily and fit through any door. While it's always nice to have someone help you, it can be done alone.
Do I have to be home for the Delivery?
No need to be home on delivery day. You will receive an 'Out for delivery' notification from the delivery partner. Couriers will leave the boxes at your doorstep, welcoming you once you're back.
I live in a building - Will couriers bring the boxes to my unit?
Couriers may bring boxes to the unit door if it's reasonable to do so. In any cases where that is not possible, they will leave them in the entrance or lobby of the building in a safe location. If they are unable to leave the boxes safely, they will reattempt delivery on the next business day. Please keep in mind that every building is different and that couriers are doing their best to deliver your packages.
Can I place a bulk/corporate order?
Yes, for a bulk order or a corporate order, you can always contact us at support@cozey.ca.
What is the 30-day risk free trial?
From the day you receive your Cozey product, you have 30 days of risk-free trial. If it doesn’t fit your needs, we will take it back for free. Simply keep the original boxes and contact us at support@cozey.ca.
Are there any return fees?
Returns with Cozey are completely free of charge during your 30-day risk-free trial period, provided that the items are returned in their original packaging. Our furniture is shipped in custom-designed boxes that ensure the product's protection and facilitate easier shipping. To qualify for a free return, please ensure that you repack the items in these original boxes. If the return is initiated without the original packaging, or if the product is returned with significant damage, we may either decline the return or charge a return fee, which is 15% of your order's value. For replacement boxes or further inquiries about return policies and fees, reach out to us.
How do I return a product?
If a Cozey product is not right for you, you can contact us with your order number and reason for the return. Our Customer Happiness team will send you a return label with instructions on how to proceed.
How long does it take Cozey to process refunds?
Once we receive the product, our Quality Assurance Team will inspect it to ensure there is no customer-caused damages or modifications. From then, please allow 3-7 business days for the refund to be processed.
Do I need to keep original packaging boxes to return a Cozey sofa?
Keeping the original boxes is required for all returns. Keeping your boxes also make moving in the future a lot easier! We cannot accept returns in non-Cozey boxes. If you do not have them, please reach out to us at support@cozey.ca so we can assist you. We can send new ones to you for a shipping and handling fee, deducted from your total refund.
What is scheduled delivery and how does it work?
Scheduled Delivery lets you choose a convenient 4-hour delivery window, so you know exactly when to expect your order. Our team will bring your items right inside your door, making the experience smooth and stress-free.
Is scheduled delivery available in my area?
Right now, we offer scheduled delivery for selected products in specific areas in Canada and the US. To check if we deliver to your location, enter your postal code at checkout. We’re always working to expand our coverage—stay tuned for updates!
How does scheduled delivery work?
Once your order is ready for delivery, our partner carrier will contact you with multiple 4-hour time slots to choose from. Deliveries are scheduled within a two-week window from the time you’re contacted.
How long do I have to confirm my delivery date?
You will be contacted for three consecutive days. If the carrier does not receive a response, the case will be escalated to Cozey.
Can I change my delivery date after confirming?
Yes! If you need to reschedule, contact our partner carrier as soon as possible, and they’ll do our best to adjust your delivery date.
Do I need to be home for the delivery?
Yes, someone must be home to receive the order. If you live in a building with an elevator, please ensure it is available during your scheduled time.
What happens if I miss my scheduled delivery?
If you’re not home at the scheduled time, our partner carrier will try to contact you. A redelivery fee may apply, and a new delivery date will need to be scheduled. Contact them as soon as possible to avoid delays.
Will I get updates and reminders about my delivery?
Yes! You’ll receive real-time updates via SMS and email to keep you informed every step of the way.
SMS Notifications:
Email Notifications:
What if my delivery is delayed?
We’ll keep you updated at every step. If there’s a delay, our partner carrier's delivery or dispatch team will contact you directly by phone or email.
Do you have a warranty?
Yes! We offer a 5-year limited warranty on all of our products.
What is covered by the warranty?
Our warranty covers all defective parts not related to consumer-caused damage or modifications. Please note that we will send you the defective parts only: the warranty is not an exchange of the whole module.
How do I make a claim?
You can contact us directly at support@cozey.ca with your order number and a picture of the defective part (if applicable). Our Customer Happiness team will be in touch as soon as possible to discuss solutions. For more information, visit our Warranty page.
What actions can void the warranty coverage for individual modules?
While all our products come with a 5-year limited warranty, note that certain actions can void the warranty coverage. The warranty will be considered void if any of the following conditions are met:
What is covered by CozeyProtection+?
CozeyProtection+ covers all damages outside the standard limited warranty. Our standard limited warranty covers all manufacturer defects not linked to modifications or accidental damages. CozeyProtection+ can be used to cover more involved damages like rips and tears, set-in stains, broken modules due to accident, and similar damages.
How long is the CozeyProtection+ coverage period?
CozeyProtection+ coverage is applicable to your covered products for 3 years, starting from the date your sofa, sectional, or module is delivered to you.
How much does CozeyProtection+ cost?
CozeyProtection+ coverage pricing is automatically and dynamically calculated upon checkout – pricing is dynamic and depends on the value of the combined seating products in your cart. Seating products currently include sofas, sectionals, and modules, and excludes accent chairs.
See the pricing tiers below:
$95 for sofas, sectionals, and modules up to $1000
$140 for sofas, sectionals, and modules between $1001 and $1500
$190 for sofas, sectionals, and modules between $1501 and $2000
Increments of $50 for every additional $500 in your seating products’ value
We replace each damaged part or module at a flat $49 fee.
*The listed prices do not include additional taxes that may be applied at checkout.
How do I replace a damaged module or part?
Fill the form on our Contact Us page to initiate a damage claim. Claims will be quickly reviewed within 24 hours by our support team. We will reach out to you with any additional details and ship out replacement items to you upon confirmation.
How many replacements are included during the 3-year coverage period?
You can replace up to as many modules as your sofa or sectional is comprised of. For example, you may replace up to 3 parts/modules for a 3-seater.
Can I purchase CozeyProtection+ after I’ve placed my order?
CozeyProtection+ can be purchased anytime before your sofa is shipped to you. If you’ve placed an order without CozeyProtection+ and change your mind, please contact our support team as soon as possible, and we’ll help you purchase your CozeyProtection+ coverage in time ahead of your delivery.
Can CozeyProtection+ be financed along with my furniture purchase?
Yes – financing will simply be applied to the total value of your cart, which includes your products, and the CozeyProtection+ coverage.
What happens if the exact model or colour of my damaged sofa is no longer available?
We will always keep parts and modules to honour our promise of modularity.
Can I use CozeyProtection+ for products purchased through third-party retailers?
No, CozeyProtection+ is only available for products purchased directly through Cozey. Products bought through third-party retailers are not eligible for CozeyProtection+ coverage.
Can I cancel CozeyProtection+?
CozeyProtection+ can be cancelled within our 30-Day Risk Free Trial. Eligible returns of entire purchases covered by CozeyProtection+ will also receive a refund for the premium coverage cost. Partial returns, which may impact the value of coverage tier, are not eligible for partial refunds on the change in value of the CozeyProtection+ coverage tier.
What is the return policy for products covered by CozeyProtection+?
If you decide to return a product covered by CozeyProtection+, you will receive a refund for the protected if you return the entire product within the eligible return period. Partial returns that result in a change in the protected tier are not eligible for partial refunds of the CozeyProtection+ protected.
Do I need to ship back the damaged part or module?
In some cases, yes. In order to be as sustainable as possible, certain parts can be recycled or refurbished and given a second life. We will provide instructions on how to return these parts to us. However, in some instances, we may request that you dispose of the damaged part or module locally, and we will send you a replacement. Our support team will inform you of the appropriate steps to take when you file your claim.
How do Cozey products compare to others?
Cozey delivers much better quality at comparable prices. Our innovative business model allows us to ship our products in standardised boxes at a much lower rate than traditional industry costs. We don’t rely on third-party distributors, brokers or anyone else in the supply chain. We are directly integrated with our manufacturers, allowing us to produce at a reduced cost. All our operations are lean, so we ensure to pass those savings on to you.
What are the dimensions of my Cozey product?
To know the dimensions of a product, simply visit the product’s page and find them in the “Dimensions” section.
Can I add extra seats to my Cozey sofa
Of course! If you want extra seats following your purchase, visit the Modules page to make your order. If you need further assistance, contact us at support@cozey.ca and we will be happy to set you up.
Where are Cozey products made?
Cozey products are designed in Montreal, and are built by our manufacturing partners in China and Mexico.
Are Cozey sofa covers washable?
All Cozey covers are removable and machine washable on a cold-water delicate cycle, with a mild, bleach-free detergent. They are not dryer-safe: lay them flat or hang them to air dry. If anything happens to your covers and a stain does not go away, contact us at support@cozey.ca.
Does it matter which side - left or right - I order my sofa's modules and configuration?
Since all modules have connectors and receptors on both sides, Cozey sofas are entirely modular. You can set up your lounging chaises, corner seats, or inline seats in any order you’d like. Chaises can be placed on the left, the right, and even in the middle. Corner seats can be moved and rotated in order to become the left or the right corner. When you buy a certain configuration, simply make note of how many seats, corners, and chaises you’ll receive, since you can reconfigure as you like.
Can I customize my Cozey products?
Cozey furniture is designed to be simple and adaptable with convenient modularity. We offer some parts in different finishes and styles, and fabrics in different materials. Cozey products can't be customized beyond what is offered on the various product pages.
What is the seating firmness of Cozey sofas?
To know the seating firmness of a product, simply visit the product’s page and find them in the “Seating & Proportions” section. If you’d like to compare the firmness of different collections, please visit the Compare Collections page.
What materials are used in Cozey seating collections?
For a detailed list of materials used in each collection, visit the “Materials” section of the following pages:
How long does it take to assemble a Cozey sofa?
The overall assembly time depends on the number of seats that you have, and takes about 5 to 10 minutes per seat.
Do I need any tools during the assembly?
No, all tools and hardware will be included in your boxes.
Where can I find Cozey assembly guides?
All of our assembly guides can be found here:
Can I assemble Cozey sofas by myself?
While it is possible to do it alone, we suggest you assemble your Cozey with someone: it’s easier, faster, and much more fun. A solo assembly may require some heavy lifting.
What are the benefits of buying a bundle?
With Cozey bundles, you can save between 10–50% on curated product combinations designed to add style and value to your space.
How can I check if a product is part of a bundle?
Look for the bundle label on the product page or visit our bundles page to view all available options.
Why isn't my bundle discount showing up?
Be sure that both the main and complementary items are in your cart and that all requirements are met for the discount to apply.
Can I swap products in a bundle for different items?
Bundles include specific products as listed and can’t be customized or swapped out. If an item doesn’t show a bundle label, it’s not eligible for bundle pricing.
What if I bought the products separately? Can I still get the bundle discount?
Bundle discounts apply only when eligible items are purchased together as a bundle. We’re unable to apply bundle discounts retroactively for separate purchases.
Do you run any sales or promotions?
Not at the moment. We believe in a more sustainable future at Cozey and offer Certified Refurbished products that are “like new”, returned within their 30-day risk-free trial. Refurbished products help our customers benefit from 15% off the regular price, while ensuring no sofa is left for waste.
How does Affirm work?
Affirm’s payment plans allow you to break down the cost of a purchase into a series of biweekly or monthly instalments over several months. For more information, visit Affirm’s How it works page.
Can I get a physical Cozey gift card?
Cozey gift cards are currently only available digitally.
What is my gift card's expiry date?
Cozey gift cards have no expiry date.
What is the balance of my gift card?
To check the remaining balance on your gift card, contact our Customer Happiness Team at support@cozey.ca.
I lost or can't find my gift card code.
If you haven’t received your gift card via email, please check your junk mail folder. For additional help and to retrieve your gift card code, contact our Customer Happiness Team at support@cozey.ca.
How do I use my gift card?
Upon receiving your gift card in an email, click on “See Gift Card”. You will land on a page where you can copy your gift card code, then click on “Start Shopping”. You will be redirected to the Cozey website. Add all the items you want to your Cart, and click on “Checkout”.
Can I combine multiple gift cards on one purchase?
Yes! Simply paste the gift card codes you have and click “Apply” for each one, and the new total will update. If you need to know how to use your gift card, see the “How do I use my gift card?” question.
Are gift cards refundable?
Gift cards are not refundable, and cannot be traded in for cash.
Is the 30-day risk-free trial applicable to refurbished items as well?
Yes, the 30-day risk-free trial applies to refurbished items as well. Since refurbished sets are sold as unique configurations, returns must include the full configuration ordered. This way, you can still try it risk-free, with the same peace of mind as buying new.
Can I return a refurbished Cozey item?
Returns of refurbished items are accepted as long as they are initiated within your 30-day risk-free trial. We ask that you return the refurbished item in its entirety and that you keep the original boxes. We do not accept partial returns for refurbished items. Please reach out to us at support@cozey.ca for instructions on how to proceed with the return.
What is the estimated shipping time for refurbished products?
Refurbished items are in-stock and typically leave our facilities 2 to 5 business days after the order has been placed. Shipping and estimated delivery time may vary, depending on your current location. Rest assured, you will be notified by email with tracking information.
I ordered a refurbished item. Can you hold my order for some time?
We cannot delay or hold orders of refurbished items for future delivery. Refurbished items leave our facilities 2 to 5 business days after the order has been placed. Shipping time may vary, depending on your current location. Rest assured, you will be notified by email with tracking information.
Contact our Customer Happiness Team, and we will gladly help you make the right choice.
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