Policies
Estimated Processing Time
- The time needed to fill an order typically ranges from 1-12 business days. However, there is no guaranteed processing time. Updates on processing time will be listed at the top banner of Jem and Cozy's website if there is an extended processing time currently.
Estimated shipping times (after processing order)
- U.S. Orders: 1-2 weeks (please check the banner at the top of Jem and Cozy's website for the most up to date processing times)
- International Orders: 2-8 weeks
- All processed orders are shipped out on the same day or next day from when you receive your shipping confirmation email
Shipping Information
- All orders are fulfilled through the USPS, Asendia USA, and UPS
- Please allow for additional shipping time if your order was purchased near a national holiday or during inclement weather
- Processing time and shipping estimates are not guaranteed
- 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 an item is not delivered to the buyer because of an inaccurate shipping address, a full refund is not guaranteed.
- All orders are securely packaged before shipping. Jem and Cozy is not responsible for any damage that occurs during delivery. However, all USPS Ground Advantage mail comes with damage insurance. If this applies to you, please keep the damaged package and contents and take photos of the damage to process an insurance claim with USPS (domestic ground advantage US mail only). Please send us a message through the contact form with your name and order number afterwards so that Jem and Cozy can assist you with a replacement order for damaged goods after USPS' insurance claim is approved.
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.
- 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-order items.
- 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.