Help & FAQ
Find answers about Cozey’s modular sofas, sofa-beds, shipping, returns, warranty, and assembly in the US.
Shipping
Cozey offers standard free shipping across all 10 Canadian provinces and every U.S. state (except Hawaii, Alaska, and the Virgin Islands) - no minimum purchase required. In rare cases, customers in remote areas (with limited delivery access) may incur additional shipping fees.
Looking for a more convenient option? Your order might qualify for scheduled delivery, bringing your boxes right to your unit and allowing you to choose from available delivery windows that fit your schedule. If this option is available for your order, you'll see it in the delivery method section at checkout for a small additional fee.
Cozey offers free shipping across all 10 Canadian provinces and every US state except Hawaii, Alaska, and the Virgin Islands. Additional costs and some exceptions may occur in very rural areas inaccessible to our delivery partners.
Enjoy fast and free shipping in all Canadian provinces and every US state except Hawaii, Alaska, and the Virgin Islands. The number of boxes will depend on your chosen configuration. Shipping times may vary.
Your Cozey order is designed to arrive as conveniently as possible. Here’s what you can expect:
- Complete Shipments: Your delivery will include the complete furniture piece (like a sofa or table), even if it comes in multiple packages. Occasionally, smaller items may ship separately — in these cases, you’ll receive separate confirmation emails with tracking information. Your tracking details will also specify how many packages to expect. Want to confirm the exact number of boxes for your order? Contact us here, and we’ll be happy to help!
- Where We Deliver: Our delivery partners will leave your packages at the front door of a house or in the lobby of an apartment or condo. If they can’t safely leave the packages, they’ll reattempt delivery the next business day. Deliveries are made on weekdays only, excluding statutory holidays.
- Third-Party Delivery Partners: To keep delivery free for all orders, our third-party couriers provide doorstep or lobby service. While they can’t bring packages to unit doors, help with assembly, or remove old furniture, their efficient service ensures your Cozey pieces arrive safely and quickly.
Yes, immediately contact our Customer Happiness Team if you need to change your shipping address. While we can’t guarantee changes after the order has been shipped, we will do our best to accommodate your request.
While we can’t schedule specific delivery windows for most orders, we have recently started offering this option for certain products in select areas. We can place a hold on your order to ensure it doesn’t ship before your preferred date. This hold pauses processing until the agreed-upon date, and once lifted, your order will be prioritized for shipping.
For more info on how holds work, please Contact Us!
You can find the packaging dimensions and weights directly on the product page:
- Go to the product configuration page for the seating collection you’re interested in.
- On Desktop: Click the “Dimensions” button directly below product image.
On Mobile: Click the "Dimensions" button directly below the configuration menu. - In the pop-up window, scroll down to view the dimensions and weight of each box.
This provides a full breakdown to help you plan for delivery and setup.
For standard delivery, our couriers do not deliver inside your home. However, our boxes are conveniently sized to fit through any door and are easy to move. While having help is always nice, moving them alone is possible.
Looking for a more convenient option? Your order might qualify for scheduled delivery, bringing your boxes right to your unit and allowing you to choose from available delivery windows that fit your schedule. If this option is available for your order, you'll see it in the delivery method section at checkout for a small additional fee.
No Need to Be Home for Delivery!
Our delivery partners make it easy for you. You'll receive an "Out for Delivery" notification when your order is on its way, and your boxes will be left safely at your doorstep, ready to greet you when you return. If delivery isn’t possible, our partners will try again the next business day to ensure your packages reach you securely.
Couriers will leave boxes at the entrance or lobby of your building in a safe location. If they cannot leave the boxes safely, they will reattempt delivery the next business day. Please note that every building is unique, and couriers strive to provide the best delivery experience possible.
Looking for a more convenient option? Your order might qualify for scheduled delivery, bringing your boxes right to your unit and allowing you to choose from available delivery dates that fit your schedule. If this option is available for your order, you'll see it in the delivery method section at checkout for a small additional fee.
Shipping times vary depending on stock availability, but delivery is typically expected within a few days once your order is shipped. You can find delivery estimates specific to your location below the “Add to Cart” button on each product page.
Returns
From the day you receive your Cozey product, you have 30 days of risk-free trial. If it doesn’t fit your needs, we will take it back for free. Simply keep the original boxes and contact us at support@cozey.ca.
Returns with Cozey are completely free of charge during your 30-day risk-free trial period, provided that the items are returned in their original packaging. Our furniture is shipped in custom-designed boxes that ensure the product's protection and facilitate easier shipping. To qualify for a free return, please ensure that you repack the items in these original boxes. If the return is initiated without the original packaging, or if the product is returned with significant damage, we may either decline the return or charge a return fee, which is 15% of your order's value. For replacement boxes or further inquiries about return policies and fees, reach out to us.
Self-Service Portal: Available in Canada & USA
If you have a Cozey account, simply log in to the account you used to place your order and look for the return option under your eligible orders details. From there, you can follow the easy step-by-step instructions.
Contact Form: Available in Canada & USA
If you don’t have an account or prefer personalized assistance, you can reach out to us using our contact form with your order number. We’ll be happy to help guide you through the process.
Not Sure About Your Return?
If you have a specific reason for your return, let us know—there may be an option to exchange your item for a different size or model that better fits your needs. If you aren’t sure what went wrong or why you’d like to return, feel free to share your thoughts. We’re here to understand and improve your experience, and we’ll do our best to help find a solution that works for you.
Still Want to Return?
If, after reviewing your options, you still prefer to return your product, no problem! Just follow the instructions provided through your chosen method. If you no longer have the original boxes or need special assistance, let us know and we’ll make sure to take care of everything for you.
Once we receive the product, our Quality Assurance Team will inspect it to ensure there is no customer-caused damages or modifications. From then, please allow 3-7 business days for the refund to be processed.
Keeping the original boxes is required for all returns. Keeping your boxes also make moving in the future a lot easier! We cannot accept returns in non-Cozey boxes. If you do not have them, please reach out to us at support@cozey.ca so we can assist you. We can send new ones to you for a shipping and handling fee, deducted from your total refund.
Delivery
Cozey gift cards have no expiry date.
Yes! If you need to reschedule, contact our partner carrier as soon as possible, and they’ll do our best to adjust your delivery date.
Cozey gift cards are currently only available digitally.
If you’re not home at the scheduled time, our partner carrier will try to contact you. A redelivery fee may apply, and a new delivery date will need to be scheduled. Contact them as soon as possible to avoid delays.
Yes! You’ll receive real-time updates via SMS and email to keep you informed every step of the way.
SMS Notifications:
- When your order is out for delivery
- When you are the next stop
- When the delivery is completed
Email Notifications:
- When your order is ready to track (you can also add delivery instructions or update your address before routing)
- When your order is out for delivery
- When the delivery is completed
We’ll keep you updated at every step. If there’s a delay, our partner carrier's delivery or dispatch team will contact you directly by phone or email.
Warranty
Yes! We offer a 5-year limited warranty on all of our products.
Our warranty covers all defective parts not related to consumer-caused damage or modifications. Please note that we will send you the defective parts only: the warranty is not an exchange of the whole module.
You can contact us directly at support@cozey.ca with your order number and a picture of the defective part (if applicable). Our Customer Happiness team will be in touch as soon as possible to discuss solutions. For more information, visit our Warranty page.
While all our products come with a 5-year limited warranty, note that certain actions can void the warranty coverage. The warranty will be considered void if any of the following conditions are met:
- Consumer-Caused Damage: If the module is damaged due to consumer-caused accidents, mishandling, improper assembly, misuse, neglect, or using the modules in unintended ways, such as not securing the seat module with the arms provided, the warranty coverage will be void. Please follow the provided assembly instructions and care guidelines to maintain warranty eligibility.
- Modifications: Any modifications or alterations made to the module, including but not limited to structural changes, upholstery modifications, or the use of non-Cozey parts, will void the warranty.
CozeyProtection+
CozeyProtection+ covers all damages outside the standard limited warranty. Our standard limited warranty covers all manufacturer defects not linked to modifications or accidental damages. CozeyProtection+ can be used to cover more involved damages like rips and tears, set-in stains, broken modules due to accident, and similar damages.
CozeyProtection+ coverage is applicable to your covered products for 3 years, starting from the date your sofa, sectional, or module is delivered to you.
CozeyProtection+ coverage pricing is automatically and dynamically calculated upon checkout – pricing is dynamic and depends on the value of the combined seating products in your cart. Seating products currently include sofas, sectionals, and modules, and excludes accent chairs.
See the pricing tiers below:
$95 for sofas, sectionals, and modules up to $1000
$140 for sofas, sectionals, and modules between $1001 and $1500
$190 for sofas, sectionals, and modules between $1501 and $2000
Increments of $50 for every additional $500 in your seating products’ value
We replace each damaged part or module at a flat $49 fee.
*The listed prices do not include additional taxes that may be applied at checkout.
Contact us to initiate a damage claim. Claims will be quickly reviewed within 24 hours by our support team. We will reach out to you with any additional details and ship out replacement items to you upon confirmation.
You can replace up to as many modules as your sofa or sectional is comprised of. For example, you may replace up to 3 parts/modules for a 3-seater.
CozeyProtection+ can be purchased anytime before your sofa is shipped to you. If you’ve placed an order without CozeyProtection+ and change your mind, please contact our support team as soon as possible, and we’ll help you purchase your CozeyProtection+ coverage in time ahead of your delivery.
Yes – financing will simply be applied to the total value of your cart, which includes your products, and the CozeyProtection+ coverage.
We will always keep parts and modules to honour our promise of modularity.
No, CozeyProtection+ is only available for products purchased directly through Cozey. Products bought through third-party retailers are not eligible for CozeyProtection+ coverage.
CozeyProtection+ can be cancelled within our 30-Day Risk Free Trial. Eligible returns of entire purchases covered by CozeyProtection+ will also receive a refund for the premium coverage cost. Partial returns, which may impact the value of coverage tier, are not eligible for partial refunds on the change in value of the CozeyProtection+ coverage tier.
If you decide to return a product covered by CozeyProtection+, you will receive a refund for the protected if you return the entire product within the eligible return period. Partial returns that result in a change in the protected tier are not eligible for partial refunds of the CozeyProtection+ protected.
In some cases, yes. In order to be as sustainable as possible, certain parts can be recycled or refurbished and given a second life. We will provide instructions on how to return these parts to us. However, in some instances, we may request that you dispose of the damaged part or module locally, and we will send you a replacement. Our support team will inform you of the appropriate steps to take when you file your claim.
Products
Cozey delivers much better quality at comparable prices. Our innovative business model allows us to ship our products in standardised boxes at a much lower rate than traditional industry costs. We don’t rely on third-party distributors, brokers or anyone else in the supply chain. We are directly integrated with our manufacturers, allowing us to produce at a reduced cost. All our operations are lean, so we ensure to pass those savings on to you.
To know the dimensions of a product, simply visit the product’s page and find them in the “Dimensions” section.
Of course! If you want extra seats following your purchase, visit the Modules page to make your order. If you need further assistance, contact us at support@cozey.ca and we will be happy to set you up.
Cozey products are designed in Montreal, and are built by our manufacturing partners in China and Mexico.
All Cozey covers are removable and machine washable on a cold-water delicate cycle, with a mild, bleach-free detergent. They are not dryer-safe: lay them flat or hang them to air dry. If anything happens to your covers and a stain does not go away, contact us at support@cozey.ca.
Since all modules have connectors and receptors on both sides, Cozey sofas are entirely modular. You can set up your lounging chaises, corner seats, or inline seats in any order you’d like. Chaises can be placed on the left, the right, and even in the middle. Corner seats can be moved and rotated in order to become the left or the right corner. When you buy a certain configuration, simply make note of how many seats, corners, and chaises you’ll receive, since you can reconfigure as you like.
Cozey furniture is designed to be simple and adaptable with convenient modularity. We offer some parts in different finishes and styles, and fabrics in different materials. Cozey products can't be customized beyond what is offered on the various product pages.
To know the seating firmness of a product, simply visit the product’s page and find them in the “Seating & Proportions” section. If you’d like to compare the firmness of different collections, please visit the Compare Collections page.
For a detailed list of materials used in each collection, visit the “Materials” section of the following pages:
Assembly
The overall assembly time depends on the number of seats that you have, and takes about 5 to 10 minutes per seat.
No, all tools and hardware will be included in your boxes.
All of our assembly guides can be found here:
While it is possible to do it alone, we suggest you assemble your Cozey with someone: it’s easier, faster, and much more fun. A solo assembly may require some heavy lifting.
Bundles
With Cozey bundles, you can save between 10–50% on curated product combinations designed to add style and value to your space.
Look for the bundle label on the product page or visit our bundles page to view all available options.
Be sure that both the main and complementary items are in your cart and that all requirements are met for the discount to apply.
Bundles include specific products as listed and can’t be customized or swapped out. If an item doesn’t show a bundle label, it’s not eligible for bundle pricing.
Bundle discounts apply only when eligible items are purchased together as a bundle. We’re unable to apply bundle discounts retroactively for separate purchases.
Gift Cards
Cozey gift cards are currently only available digitally.
Cozey gift cards have no expiry date.
To check the remaining balance on your gift card, contact our Customer Happiness Team at support@cozey.ca.
If you haven’t received your gift card via email, please check your junk mail folder. For additional help and to retrieve your gift card code, contact our Customer Happiness Team at support@cozey.ca.
Upon receiving your gift card in an email, click on “See Gift Card”. You will land on a page where you can copy your gift card code, then click on “Start Shopping”. You will be redirected to the Cozey website. Add all the items you want to your Cart, and click on “Checkout”.
- On desktop, paste the gift card code in the “Gift card or discount code” text field in the top right of your screen, then click “Apply”.
- On mobile, be sure to “Show order summary” in order to access the text field, then paste your code and click on the arrow to apply.
Yes! Simply paste the gift card codes you have and click “Apply” for each one, and the new total will update. If you need to know how to use your gift card, see the “How do I use my gift card?” question.
Gift cards are not refundable, and cannot be traded in for cash.
Refurbished
Yes, the 30-day risk-free trial applies to refurbished items as well. Since refurbished sets are sold as unique configurations, returns must include the full configuration ordered. This way, you can still try it risk-free, with the same peace of mind as buying new.
Returns of refurbished items are accepted as long as they are initiated within your 30-day risk-free trial. We ask that you return the refurbished item in its entirety and that you keep the original boxes. We do not accept partial returns for refurbished items. Please reach out to us at support@cozey.ca for instructions on how to proceed with the return.
Refurbished items are in-stock and typically leave our facilities 2 to 5 business days after the order has been placed. Shipping and estimated delivery time may vary, depending on your current location. Rest assured, you will be notified by email with tracking information.
We cannot delay or hold orders of refurbished items for future delivery. Refurbished items leave our facilities 2 to 5 business days after the order has been placed. Shipping time may vary, depending on your current location. Rest assured, you will be notified by email with tracking information.
Any questions?
Contact our Customer Happiness Team, and we will gladly help you make the right choice.
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