Question 1

Do I have to be home for delivery?

Accepted Answer

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.

Question 2

Can I schedule my delivery on a specific date?

Accepted Answer

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!

Question 3

I live in a building. Will couriers bring the boxes to my unit?

Accepted Answer

Couriers may deliver boxes to your unit door if feasible. Otherwise, they will leave them in the building’s entrance or lobby 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!

Question 4

Will you carry my boxes inside my home?

Accepted Answer

Our couriers do not deliver inside your home, but 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!

Question 5

What can I expect when my order is delivered?

Accepted Answer

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.

Question 6

What are the packaging dimensions and weights of the Cozey seating collections?

Accepted Answer

Visit our Compare Collections page to find the exact dimensions and weights of all box types per collection. This can help you plan for delivery and setup!

Question 7

Can I change my shipping address after ordering?

Accepted Answer

Yes, immediately contact our Customer Happiness Team at support@cozey.ca 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.

Question 8

What does the mattress packaging look like, and can I move and install it alone?

Accepted Answer

The Cozey mattress ships compressed and in a single box for easier handling. Most individuals can move and set up the mattress on their own. Customers can expect: A compact box that can be lifted or maneuvered by one person, but is recommended to carry with a friend or family member A simple unboxing process Packaging materials that can be immediately recycled after setup - no need to hold onto packaging

Question 9

How fast is your free shipping?

Accepted Answer

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.

Question 10

How much does Cozey shipping cost?

Accepted Answer

Cozey offers 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.

Question 11

Where does Cozey ship?

Accepted Answer

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.

Question 12

How long does Cozey take to process refunds?

Accepted Answer

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.

Question 13

How do I make a return?

Accepted Answer

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. For more information, visit our Returns page.

Question 14

Are there any return fees?

Accepted Answer

Returning with Cozey is completely free during your 30-day trial, as long as the items are returned in their original packaging. Our custom-designed boxes protect your furniture and make returns easier. Missing packaging or significant damage may result in a 15% restocking fee. For replacement boxes, contact support@cozey.ca.

Question 15

What is the 30-day free trial?

Accepted Answer

From the moment your Cozey product arrives, you have 30 days to experience it, risk-free. If it’s not the perfect fit, we’ll happily take it back at no cost to you. Just be sure to keep the original boxes and reach out to us at support@cozey.ca — we’ll handle the rest!

Question 16

How does the 100-night trial work?

Accepted Answer

Cozey offers a 100-night home trial to allow customers to evaluate the mattress. If a return is requested: Cozey arranges pickup The mattress is collected from the customer A refund is issued once the product is received and inspected to ensure there is no customer-caused damages or modifications. A refund will then be issued 3-7 business days after to the customer. The original mattress packaging does not need to be kept for a return and will not impact the refund amount.

Question 17

Where does my mattress go when I return it?

Accepted Answer

Cozey does not restock or resell returned mattresses. Returned mattresses are donated whenever possible or responsibly disposed of.

Question 18

Will Cozey take my old mattress away or set up the new one?

Accepted Answer

Cozey’s delivery partners are not able to provide mattress removal or setup services at this time.

Question 19

Where Can I View the Product Dimensions?

Accepted Answer

Need to check product dimensions to ensure the perfect fit for your space? It’s easy! Here’s how to view the dimensions of any Cozey product: Go to the product page for the item you’re interested in. Click the Dimensions button located on top of the product image. With this information, you can confidently plan your space with your Cozey furniture. Pro Tip: From your mobile device, consult the product page and use the AR function to view many Cozey Products to-scale from within your space in Augmented Reality.

Question 20

Where Can I Find the Product Assembly Guides?

Accepted Answer

At Cozey, we make it simple for you to assemble your furniture with ease! To find the assembly guide for your product: Visit our Assembly Guides Page. Select the product you’d like to view the assembly guide for. That’s it! You’ll have all the step-by-step instructions to bring your Cozey piece to life.

Question 21

Where is the Cozey Mattress made?

Accepted Answer

The Cozey mattress is manufactured in Ontario, Canada.

Question 22

What is the Cozey Mattress warranty?

Accepted Answer

Cozey offers a 15-year warranty on the mattress. The warranty aligns with durability expectations equivalent to 15 years of typical use.

Question 23

What is the firmness of the Cozey Mattress?

Accepted Answer

The Cozey mattress is described as medium-firm. This feel provides a perfect balance of cushioning and support for most back and side sleepers.

Question 24

How long does the mattress take to expand after unboxing?

Accepted Answer

The Cozey mattress typically expands within 30 minutes and can often be used the same day. Full expansion may continue over the next 24 to 48 hours depending on room temperature and ventilation.

Question 25

How often should I rotate my mattress?

Accepted Answer

Cozey recommends rotating the mattress every three to six months. The mattress should only be rotated and never flipped.

Question 26

How do I clean the mattress cover?

Accepted Answer

The mattress cover is not machine-washable. It’s recommended to follow these care instructions: Spot clean only Avoid machine washing or drying Use a mattress protector to help prevent stains

Question 27

Does the mattress off-gas, and is the smell harmful?

Accepted Answer

The Cozey mattress may release a temporary smell when first unboxed, which is a normal part of foam expansion. The odor is not harmful and usually dissipates after a short period once the mattress is allowed to air out.

Question 28

Are the materials in the Cozey mattress non-toxic?

Accepted Answer

Cozey uses CertiPUR-US certified foams that meet safety and emissions standards. The certification confirms compliance in the following areas: Heavy metals Formaldehyde Phthalates Low VOC emissions

Question 29

Does the mattress sleep hot, and what is Serene Cooling Foam?

Accepted Answer

Cozey uses Serene foam, an advanced foam designed to provide consistent comfort, pressure relief, and reduced motion transfer throughout the night. Serene foam contains microscopic air capsules that enhance support while helping reduce pressure on sensitive areas of the body. Unlike traditional memory foam, it is not temperature-sensitive, so it maintains a consistent feel regardless of room or body temperature. The foam structure also helps limit motion transfer across the sleep surface.

Question 30

What is the weight limit for the mattress, and does having two people affect this limit?

Accepted Answer

The Cozey mattress has a suggested weight limit of 250 lb per sleeper, and is not ideal for heavier sleepers who may require a firmer level of support.

Question 31

Is this mattress suitable for stomach sleepers?

Accepted Answer

The Cozey mattress is designed primarily for side and back sleepers. Stomach sleepers may find the feel softer than what is typically recommended for their sleeping position.

Question 32

What is the maximum slat spacing allowed?

Accepted Answer

Cozey requires specific slat spacing to ensure proper mattress support. The base must meet the following criteria: Slat gaps no wider than 3 inches Slats at least 2 inches wide

Question 33

What type of bed base is compatible with this mattress?

Accepted Answer

The Cozey mattress is compatible with several standard bed base types when they provide stable, even support. Compatible bases include: Platform beds: Solid, flat platform beds made from untreated wood Box foundations: Boxed foundations with a solid, non-flexing structure; wire grid or coiled box springs are not compatible Slatted bases: Horizontal slats with gaps no wider than 3 inches and slats at least 2 inches wide Adjustable beds: Non-medical adjustable bed frames, either motorized or manually adjustable Additional considerations: Queen and king mattresses require a base with at least one centre support beam The mattress may be placed directly on the floor if there is no risk of moisture buildup, but it should not be placed on concrete Curved slat systems may make the mattress feel softer than intended; placing a sheet of plywood over the slats can help increase firmness and distribute weight evenly Incompatible bases include: Metal foundations made with wire grids or thin metal beams Medically provided hospital-style adjustable beds

Question 34

What is the weight of the mattress?

Accepted Answer

The Cozey mattress weight varies by size. The approximate weights are: Full: 50 lbs Queen: 65 lbs King: 80 lbs

Question 35

Do you offer any discounts/sale or coupon codes?

Accepted Answer

Cozey never offers discounts, sales or promo codes, including during major events like Black Friday. Cozey does offer a Certified Refurbished Program. Certified Refurbished items are “like new” products returned within the 30-day trial and fully inspected. These products help customers benefit from 15% off the regular price, while ensuring no sofa is left for waste. Cozey also offers Bundle & Save pricing on certain products. These special offers include pre-selected items designed to provide the best value on curated pieces.

Question 36

Can I place a bulk/corporate order?

Accepted Answer

Absolutely! For bulk or corporate orders, please reach out to us at support@cozey.ca, and we’ll be happy to assist you.

Question 37

Does Cozey offer a warranty?

Accepted Answer

Yes! We offer a 5-year limited warranty on all of our products.

Question 38

What is covered by the warranty?

Accepted Answer

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.

Question 39

How do I make a product claim?

Accepted Answer

Having a product issue? No worries. You can start a claim right from our site using the chat. Open a chat and let Juni know you're experiencing a product issue. Follow the guided flow to share the details so a product specialist can review your claim and get back to you with next steps. Open the chat Click the chat bubble at the bottom-right of any page. Tell Juni what’s going on In your first message, say that you’re having a product issue. Juni will launch the claims flow automatically and ask a few quick questions. Follow the guided flow Provide the info and possibly images requested in chat. Review and submit Make sure your contact details are correct, then submit in the chat. Juni will confirm that your claim was received. What happens next A product specialist will review your claim and follow up with the next steps by email.

Question 40

What actions can void the warranty coverage for individual modules?

Accepted Answer

While all our products come with a 5-Year Limited Warranty, it is important to note that certain actions can void the warranty coverage. Please review the conditions below to ensure your warranty remains valid: VOIDING WARRANTY CONDITIONS Consumer-Caused Damage The warranty will be considered void if the module is damaged due to consumer-caused accidents, mishandling, improper assembly, misuse, neglect, or using the modules in unintended ways. An example of misuse is not securing the seat module with the arms provided. To maintain warranty eligibility, please follow the provided assembly instructions and care guidelines carefully. Modifications Any modifications or alterations made to the module will void the warranty. This includes but is not limited to: Structural Changes: Any changes made to the physical structure of the module. Upholstery Modifications: Alterations to the fabric or covering of the module. Non-Cozey Parts: The use of parts that are not manufactured or approved by Cozey. Following these guidelines will help ensure that your product remains under warranty. If you have any questions or require further assistance, please contact our support team.

Question 41

What is covered by CozeyProtection+?

Accepted Answer

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 accidents, and similar damages.

Question 42

How long is the CozeyProtection+ coverage period?

Accepted Answer

CozeyProtection+ coverage is applicable to your covered products for 3 years, starting from the date your sofa, sectional, or module is delivered to you.

Question 43

How much does CozeyProtection+ cost?

Accepted Answer

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.

Question 44

How do I replace a damaged module or part covered by the Warranty or CozeyProtection+?

Accepted Answer

Fill out the form on our Contact Us page 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.

Question 45

How many replacements are included during the 3-year CozeyProtection+ coverage period?

Accepted Answer

With CozeyProtection+ 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.

Question 46

Can I purchase CozeyProtection+ after I've placed my order?

Accepted Answer

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.

Question 47

Can CozeyProtection+ be financed along with my furniture purchase?

Accepted Answer

Yes – financing will simply be applied to the total value of your cart, which includes your products and the CozeyProtection+ coverage.

Question 48

What happens if the exact model or color of my damaged sofa is no longer available?

Accepted Answer

We will always keep parts and modules to honor our promise of modularity.

Question 49

Can I use CozeyProtection+ for products purchased through third-party retailers or second-hand?

Accepted Answer

No, CozeyProtection+ is only available for products purchased directly through Cozey. Products bought through third-party retailers are not eligible for CozeyProtection+ coverage.

Question 50

Can I cancel CozeyProtection+?

Accepted Answer

CozeyProtection+ can be canceled 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.

Question 51

What is the return policy for products covered by CozeyProtection+?

Accepted Answer

If you decide to return a product covered by CozeyProtection+, you will receive a refund for the protection 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+ coverage.

Question 52

Do I need to ship back the damaged part or module when making a product claim?

Accepted Answer

No, you don’t need to ship it back. We encourage you to dispose of, recycle, or donate the damaged part in a way that works best for you. Our goal is to make the process as simple and stress-free as possible.

Help Center

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