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FAQs
Products
1. What is the currency? Can I pay in a different currency?
All prices on our website are in US dollars.
You can pay by credit/debit cards (Visa, MasterCard, etc.) or PayPal and an equivalent amount in your currency will be charged from your card. Please note that because of exchange rates, a higher/lower amount will be charged.
2. I cannot view a product, is your website down?
You may not be able to view a product or to place an order on our site for a few moments due to some system errors. In those cases, please refresh the website or try again later.
3. Where are your products made and shipped from?
Our products are made and shipped from different warehouses across the U.S.
4. Do you ship to…?
Yes, we have international shipping and we can ship orders worldwide.
5. How much is the shipping cost?
The shipping cost for domestic orders in the U.S is 5.99 USD and for international orders is 8.99 USD.
6. How long will it take to receive my order?
Please check the information HERE.
In summary, the expected time from when you place an order to when you receive it for US orders is about 7-14 business days, for international orders is about 10-21 business days.
7. How can I find a product?
We recommend products by topics at the bar at the top of our site, please check them.
You can also search for topics/products you want at the search section at the top right corner of our site or contact us for assistance and recommendation for products.
8. Can I have customized products with my own pictures? How much are they?
Yes, we can assist you to design products with your own pictures, please Contact us for help!
The cost may not occur (the same as normal products) or if any, just a tiny cost.
9. Where can I find the size charts?
You can check our size charts at the footer at the end of our website or you can check it HERE.
10. Do you have child sizes?
We currently only sell adult apparel products on our site but we can do youth sizes too. Please Contact us for help!
11. Are the products the same as displayed on the website?
The products on our site are digital designed so there may be some slight differences in color and form between the advertised products and the actual ones, but these are just slight and acceptable differences. The quality of our products are guaranteed and we are always willing to support you if you have any problem with your order.
Hence, please allow these differences, we also recommend that you read the description of each product carefully before ordering to make sure you got the information of the products.
Orders and Payment
1. Do you have cash-on-delivery payment?
No, our orders are pre-paid, payment/cash on delivery is not available.
2. Can I pay by PayPal?
Yes, you can. We have an option for PayPal when you process the payment at your checkout.
3. My payment won’t go through, what should I do?
Please check the information HERE.
4. I haven’t received the confirmation email of my order.
Our system automatically sends you a confirmation email right after your order is finished. Please also check the spam and ads mails, if you still cannot find it, then you might have filled in an incorrect email address or our system might have had an error. In this case, please Contact us for help!
5. How can I recheck the design of my product?
In order to recheck the design you’ve submitted in your order, please mail us at [email protected] or reply to our order confirmation sent to you right after your order, we will send you the design of your order.
Note: if you are not sure about your design and think that you need to change something in it, please mail us as soon as possible because we cannot assist you when your order has already been processed (automatically 06 hours after being received).
6. How can I modify my order?
Please check the information HERE.
7. How can I cancel my order?
Please check the information HERE.
8. Why was my card charged more than the cost you noted in my order?
Our prices are in US dollars, because of currency exchange rates, a higher amount will be charged from your card.
Shipping and Delivery
1. How can I track my order?
Please check the information HERE.
2. I haven’t received any shipping confirmation email.
There can be two cases when you have not received the shipping confirmation email:
– We have not finished your order: we print orders after receiving them because our products are personalized so it takes time for the production. Please refer to our estimated production and shipping time HERE.
Some kinds of products and rare colors take longer to be made; international orders take longer to be shipped out as well because it takes more time for us to arrange the shipping overseas; holidays and the pandemic can also result in late shipments, we greatly appreciate your understanding and patience.
We send you the shipping information maximum 10 business days after your order so if you have not received it after 10 working days, please Contact us or reply to our order confirmation email.
– We have shipped out your order and our system has sent you a shipping confirmation email, but there were some errors so you did not receive/see it. Please also check your spam and ads mails, if you still cannot find it, please Contact us or reply to our order confirmation email, we will check and resend you the mail.
3. How long will the shipping take? Is the shipping affected by COVID-19?
Please check the information HERE.
4. My tracking number has not been activated yet.
If your tracking number has not been activated, it can be that we have not shipped out your order or we have shipped it out but the shipping company has not scanned your order. Please kindly wait for 1-3 business days if the tracking number we sent you has not been activated yet.
5. My tracking number has no updates for a while.
The shipping process may be delayed at this time due to the impacts of COVID-19, especially for international shipments. If the latest update of your tracking number is within the past 10 business days (U.S orders) or 20 business days (international orders), it is just a delay. If not, please contact us at [email protected] or reply to our confirmation emails for assistance.
6. Who is the final carrier, why did you send me more than one tracking number?
We ship orders from the U.S via carriers: UPS, USPS, DHL, FEDEX, etc.
As for domestic delivery, most packages will then be transferred to and delivered by USPS; final delivery for international orders are carried out by national shipping companies (e.g. Canada Post, Australia Post, Royal Mail, DHL Paket, La Poste, etc.)
We usually only send you one tracking number by an U.S shipping company, the second tracking number by the local carrier is only sent to you when you contact us asking about your delivery. You can track your package by any tracking numbers, they are both updated.
7. Do you have an expected delivery date of my order?
An expected delivery date will be updated as soon as possible on the website of the carrier of the tracking number we send you (UPS, USPS, DHL, FedEx, etc.). Please follow up for updates.
8. How can I see the route details of my tracking number on USPS’s website?
Please scroll down the USPS’s website and then click at the section “Tracking History” (between Text & Email Updates and Premium Tracking) to see the route details of your USPS tracking number.
9. It has been over the expected delivery date on the website but the tracking number has not shown ‘Delivered’ and I haven’t received my order.
Sometimes the expected delivery dates may not be correct due to some delays in the process of the shipping company, please check the route details of your tracking number to see if there is any problem. (incorrect shipping address, returned, long time no update, etc.).
If the tracking number is still okay (latest update in the past 10 business days for U.S shipments and 20 business days for international shipments), it is just a delay, please kindly wait for a few more days. If not, please contact us at [email protected] or reply to our confirmation emails for assistance.
10. My order was delivered unsuccessfully according to the tracking number.
First of all, please recheck the confirmation emails our system sent you to see if you filled in a correct shipping address, then please contact us at [email protected] or reply to our confirmation emails for assistance.
In the case the delivery failed due to the incorrect shipping address supplied by the customer, we cannot assist you with a free reship or full refund, please contact us for further information and advice.
11. The tracking number shows ‘Delivered’ but I haven’t received my order.
Please check your mailbox/around your house and with people living with you to see if they received the package for you. If you still cannot find it, please Contact us.
12. I am missing a product from my order.
First of all, please recheck the shipping confirmation email our system sent you to see there are one or two/three tracking numbers. We try to ship your items in as few packages as possible but we may have to split your order into several shipments because the items are made at different times and locations.
If your order is shipped in multiple packages, please follow up the tracking numbers for updates. If there is any problem, please Contact us.
If there is only one tracking number, we might have made a mistake in not having sent you all of the tracking numbers or we might have processed your order incorrectly. In this case, please contact us at [email protected] or reply to our confirmation emails, we will assist you until your order is fulfilled!
13. I received a wrong/defective item in my order.
In this case, first of all, please recheck the information of your order in our order confirmation email to see if you made any mistakes in ordering the item.
If the wrong item is not your fault or it is damaged, please contact us at [email protected] or reply to our confirmation emails, please also attach a picture of the defective product for us to check, we will assist you until your order is fulfilled.
Return and Refund
1. I want to return my order.
Please check the information HERE.
2. I have refused to receive the package./ I have returned the package right after receiving it, what should I do next?
In this case, there is hardly anything we can support you, please check the detailed information at our Returns and Refunds or contact us for further information.
3. How is the replacement processed?
We will instruct you via emails if you need to pay for the reship, once we confirm your reship, there is nothing else you need to do! We will fulfill the reship as usual like a normal order, we will also send you a new tracking number to follow up.
4. I have cancelled my order, when will I receive the refund?
Please allow 1-3 working days for us to process the refund, we will inform you when it’s done. If you have not received your refund after 7 working days, please check with your bank or contact us for help.
Customer Contact
Phone :
Mail : [email protected]
Address : The website is jointly operated by COZY TEE LIMITED registered address at Room 1D, 2/F, FU TAO BUILDING, 98 ARGYLE STREET, MONGKOK, KOWLOON, HONGKONG and SHARLOMAY LTD registered at Agion Theodoron 6 Agios Athanasios, 4102, Limassol, Cyprus. US warehouse address: 314 E Washington Ave, Riverton, Wyoming, USA