Policies
Estimated Processing Time
Our estimated processing time is 1-12 business days. You will receive a confirmation email once your order has shipped.
Shipping Information
All orders are fulfilled through the USPS, Asendia USA, and UPS
U.S. Orders (Ground Advantage): 2-5 business days
International Orders: 2-6 weeks
Processing time and shipping estimates are not guaranteed
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
Buyers are 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 your order is returned to us due to an incorrect shipping address, please reach out to us. We can offer you a refund or reship it to you if you are willing to cover the additional shipping cost.
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 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.
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
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 keep this in mind if you have any health concerns regarding pet dander.