Support

We're here to help.

Most questions are answered below. If yours isn't, email us at contact@cozya.store and a person — not a bot — will reply, usually within one business day.

Contact

Email — contact@cozya.store
Fastest route, and the one we recommend. Include your order number if you have one.

Phone — (925) 646-1546
Monday–Friday, 9:00–17:00 CT

Post — COZYA, 85 County Road 7764, Troy, AL 36081, United States

Response time — within one business day, Monday to Friday. Messages sent over a weekend are answered on Monday.

Orders

How do I track my order?
A tracking number and link are emailed to you the moment your parcel is dispatched. It can take up to 48 hours for the first carrier scan to appear after that email arrives — this is normal and doesn't mean anything is wrong. If you haven't received tracking within 3 business days of ordering, email us.

I haven't received my order confirmation.
Check your spam and promotions folders first — confirmation emails land there more often than you'd expect. If it still isn't there, email us with the name and address you used at checkout and we'll resend it.

Can I change or cancel my order?
Yes, if it hasn't been dispatched. Email contact@cozya.store within 12 hours of ordering and we'll do our best. Once a parcel leaves our facility we can't recall it, but you can still return it free of charge under our 60-day policy.

I entered the wrong shipping address.
Email us immediately. If the order hasn't shipped we'll correct it. If it has, the carrier may still be able to redirect it — we'll help you try.

Shipping

How much is shipping?
Free, on every order, with no minimum spend.

How long will delivery take?
Orders are processed in 1–2 business days and typically arrive 4–8 business days after dispatch.

Do you ship internationally?
Yes. We ship worldwide, free and tracked. We don't ship to PO boxes.

Will I pay customs or import duties?
Orders outside the United States may be subject to import duties or taxes charged by your country. These aren't included in our prices and are the recipient's responsibility. Check with your local customs office if you're unsure.

My order arrived in two parcels.
That's normal for multi-item orders. You'll receive separate tracking for each, and you're never charged extra for a split shipment.

My order hasn't arrived.
If it's been more than 15 business days since dispatch, email us and we'll open an investigation with the carrier. If a parcel is confirmed lost, we'll replace it or refund you in full — your choice.

Returns & refunds

What's your return policy?
60 days from delivery, on everything. If a piece isn't right for your desk, send it back for a full refund. We don't ask you to justify the decision.

How do I start a return?
Email contact@cozya.store with your order number and which item you're returning. We'll send instructions within one business day.

Does the item need to be in original packaging?
We'd prefer it, as it protects the piece in transit, but it isn't a condition of your refund. Items should be in resaleable condition — used is fine, damaged is not.

When will I get my refund?
Within 5 business days of the returned item reaching us. Refunds go back to your original payment method, and your bank typically takes a further 3–5 days to post it.

My item arrived damaged.
Email us within 7 days of delivery with photos of the item and the packaging. We'll arrange a replacement or a refund straight away — no return needed in most cases.

Products

How do I know what size riser or mat I need?
Measure the width of your desk and the width of your keyboard before ordering. Every product page lists dimensions under the description. If you're between sizes or unsure, email us with your desk measurements and we'll tell you which piece fits.

Will the wood match the photos exactly?
No — and that's the point. Walnut, oak and beech vary in grain and tone between pieces. Photography shows a representative example, not the exact item you'll receive.

How do I care for the wood pieces?
Wipe with a slightly damp cloth and dry immediately. Don't use household cleaners, solvents or furniture polish. The sealed finish darkens gently with hand contact over time, which is normal.

How do I clean a felt or leather desk mat?
Felt: a lint roller, or a soft brush for anything stubborn. Vegan leather: a damp cloth, dried immediately. Neither should be machine washed or soaked.

Is assembly required?
Most pieces arrive ready to use. Risers and shelves typically need four to eight bolts and take five to ten minutes, with the tool included in the box.

Do you offer a warranty?
Every piece is covered against manufacturing defects. If something fails in normal use, email us with photos and we'll sort it out.