Policies

Estimated Processing Time

Our estimated processing/packing time is 1-12 business days.

You will receive a shipment confirmation email once your order has shipped. All orders are shipped out within 1-2 business days. Some packages may not be scanned right away by USPS as "Received". 

The most up date to processing times are located on the top banner of Jem and Cozy's website.

Shipping Information

All orders are fulfilled through the USPS, Asendia USA, and UPS.

U.S. Orders: 2-5 business days

International Orders: 2-6 weeks

Subscription club mail (letter rate mail with no tracking):

  • U.S.: 1-4 weeks
  • International: 2-6 weeks 

Processing time and shipping estimates are not guaranteed. 

Jem and Cozy may combine multiple open orders made by the same customer with the same shipping address. This may be why tracking numbers may be the same and will update across individual orders. 

    Please contact Jem and Cozy if you have concerns about delayed or lost mail so that we may better assist you. 

    Incorrect address and undelivered mail

    Items marked “delivered” by the USPS are considered delivered for the purposes of refunds and cancellations.

    If you would like to get more information about your order which was marked as "delivered", please contact your local post office and file an inquiry claim. They are sometimes able to track your package and help you locate it.

    Please check in with people in your household and with neighbors before reaching out the Jem and Cozy about "delivered" mail. Jem and Cozy is not able to get more information from USPS beyond what is visible to the customer on USPS's tracking.

    Shipping Address

    The customer is responsible for providing an accurate and up-to-date shipping address.

    If you provided an incorrect shipping address, please reach out to us at jemandcozy@gmail.com or through our chat box immediately. We are only able to update your address if your order has not shipped out yet. 

    If an order is not delivered to the customer because of an inaccurate shipping address, a refund is not guaranteed. Returned order packages can be re-shipped to the customer at the customer's expense for additional shipping costs.

    All orders are securely packaged before shipping. Jem and Cozy is not responsible for any damage that occurs during delivery. All USPS Ground Advantage mail comes with damage insurance. If your order was damaged during transit, please keep the damaged package and contents and take photos to process an insurance claim with USPS (domestic Ground Advantage and Priority mail only). Please contact Jem and Cozy so that we can assist you with the claim and replacement of your order. 

    International Orders outside of the U.S.

    Please refer to the International order FAQ page.

    Customs and import taxes

    Buyers are responsible for any customs fees, tariffs, and import taxes that may apply. Jem and Cozy is not responsible for delays or additional fees due to customs.

    If the customer requests UPS delivery for international mail, please note that UPS may have additional brokerage fee outside of customs and import taxes that the buyer is responsible for.

    Jem and Cozy is not responsible for the cost of reshipment of unclaimed mail if the customer rejects customs fees or does not pick up their order on time. 

    Cancellations and Returns

    Jem and Cozy accepts returns and cancellations.

    Cancellation of an order may be accepted within 24 hours of purchase. However, if your order is shipped prior to receiving notice of cancellation, your order cannot be cancelled. 

    Cancellations may be denied for pre-orders, digital products, or limited edition products. 

    Returns: Jem and Cozy accepts return requests within 3 days of delivery

    Buyer is responsible for return shipping costs and must ship unused products back within 7 days of delivery.

    If the item is not returned in its original condition, the buyer is responsible for any loss in value.

    Fraudulent Orders

    If an order is marked as high risk for fraud, Shopify will notify Jem and Cozy to cancel the order to protect the customer and seller. If you placed an order and it was canceled due to this reason, you may be asked to re-purchase your order to verify purchase intent. 

    Our dog friendly home office

    Jem and Cozy operates from a home office where a dog is a present, aka our supervisor, Safi. Your order may come in contact with pet allergens. Please use discretion before placing an order if you have any health concerns regarding pet dander. 

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    Please refer to our full Terms of Service page for additional policies regarding privacy, ADA Compliance, and online store terms for Jem and Cozy. 

    Questions about your order? Please email jemandcozy@gmail.com or message us through the Chat icon on the bottom right side of your screen.

    We appreciate your interest in Jem and Cozy. However, we reserve the right not to reply to unsolicited emails, particularly those that appear to be spam, phishing attempts, advertisements, or otherwise unrelated to legitimate customer inquiries or business communications. Thank You.