Frequently Asked Questions
Q) WHERE IS MY ORDER, IT IS TAKING TOO LONG?
All orders are processed promptly (within 3 days), then orders typically take 7-12 days to be shipped. However, due to a recent increase in order volume, there may be a slight delay in shipping times.
If your order has still not arrived, not to worry, your order will arrive safely. Sit tight and rest assured that if your delivery does not arrive, we have a safe & secure refund/replacement scheme here at Cozy Cats.
(If you still have not received your order within 30 days of purchasing, please contact us and we will take care of this for you)
Q) WHAT IF I PAID FOR 24 HOUR DELIVERY AND DIDN’T RECEIVE IT ON THE NEXT DAY?
We truly apologise for the confusion, but we do not offer next day delivery. Our Priority Processing shipping option places your order above existing orders to skip the processing queue.
(If you still have not received your order within 30 days of purchasing, please contact us and take care of this for you)
Q) WHAT IF I WOULD LIKE A REFUND?
You are welcome to contact us for a refund if you meet any of the following criteria:
- The product is defected/damaged (you will need to send photo/video proof of damage)
- The product received is not what you ordered
- You would like to cancel your order (please note that if your order has been processed, we are unable to cancel the order)
For all refund & cancellation queries, please email us at email@example.com.
Q) WHAT IF I PUT IN THE WRONG ADDRESS DETAILS?
Please get in touch with our customer service email (firstname.lastname@example.org) as soon as you can because we cannot change your information after it is processed and shipped.
You will need to supply us with your order number and the updated information.
Q) WHAT IF I HAVEN’T RECEIVED A CONFIRMATION EMAIL?
We truly apologise for this, there may have been an error as we automatically send an email or SMS text message to all customers confirming their order.
Please check your junk/spam folder if it has been sent there.
After checking this and you have not received a notification confirming your order, you may have entered an incorrect email while making your order.
If you would like us to resend a receipt/confirmation email, then please contact our customer service email: email@example.com.
Q) MY TRACKING NUMBER ISN’T WORKING/HOW DO I USE MY TRACKING NUMBER?
You will receive your tracking code within a few days of your order.
You can track your order with your unique tracking number on our website:
If it is not working, there may have been a technical error, or you have been given the wrong tracking number. Please get in touch with us (firstname.lastname@example.org) and we will work to promptly resolve this for you.