Frequently Asked Questions
Orders
Why is there an item missing from my order?
Sorry to hear that! Please contact us and we’ll do our best to fix this problem. Please let us know:
-The order number
-Your name
-The product number of the missing item (this can be found in your confirmation email)
Why did I receive an incorrect or damaged item in my order?
Sorry to hear that! Please contact us and we’ll do our best to fix this problem. Please let us know:
-The order number
-Your name
-The product number of the missing item (this can be found in your confirmation email)
Can I cancel or modify my order after I've placed it?
If you need to cancel or otherwise modify your order once it’s been confirmed, please contact us as soon as possible. Because our shipping tends to be quick and on time, we can’t guarantee that we’ll be able to cancel or change an order before it ships.
Can I send my order as a gift?
We send all orders without any packing slips or invoices, which makes them perfect for gifting.
Refunds and Returns
How do I do a return an item?
Please click here for all information regarding the returns process. If ever you have any questions do not hesitate to contact us.
How can I exchange an item?
Please click here for all information regarding the exchange process. If ever you have any questions do not hesitate to contact us.
When will I receive my refund?
Once your returned item(s) are received by our warehouse team please allow up to 10 business days for your refund to be issued.
Which items are final sale?
Underwear, pet accessories, sale section items, and anything discounted by more than 25% is considered final sale.
Shipping
What should I do if my order hasn't been delivered yet
Check the tracking details of your package to verify if the delivery date was changed by the carrier. If the package has been marked as delivered, please wait 24 hours as the delivery timeline is sometimes delayed.
After this period 24 hours, if your order has not arrived, please contact us so we can help track it down.
Can I track the delivery of my order
The tracking number for your order can be found in your shipment confirmation email. If you have lost or did not receive this email, you can use the chat feature on our website to get help.
What if I want a product shipped outside of the US or Canada
Currently we only ship to addresses and PO boxes in Canada and the United States.
Why is the tracking status marked as "delivered" when my package hasn't arrived yet?
Once the carrier has picked up your order only they can be contacted for further assistance.
When will my order ship?
Your order will ship as soon as possible. Often, this means the day after purchase, at latest.
Where do you ship from?
All orders are shipped from Montreal.
Payments and Discounts
Can I use more than one promo code on my order?
We only accept one discount code per order. This includes all free shipping code
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Interac, Shop Pay, Apple Pay and Google Pay
How does Sezzle works?
Sezzle allows you to split your entire order into 4 interest-free payments over 6 weeks. No fees if you pay on time with zero impact to your credit.
Click here to learn more about Sezzle.
Why doesn't my promo code work?
There may be a discount already applied to your order and we only accept one promotion applied per order. Please contact us if this is not the case.
General
How can I unsubscribe from your emails/newsletters?
If you no longer wish to subscribe to our emails, you can unsubscribe simply by clicking on the unsubscribe link in one of our emails!
Where can I find your size guide?
View our size guides here
My child wears size ____, what size should I get?
Our size guides are the best tool to help you select the best size for whoever you're buying for. View our size guides here
Where do you manufacture?
Our garments are manufactured by rigorously vetted partners in China, Cambodia, and Bangladesh who adhere to our standards in regards to working conditions and ethical production.
Are your pajamas flame retardant?
Our garments do not feature a flame-retardent chemical but they do meet the governmet standard of flame resistance.
Loyalty Program
Why don't I see my Party Points after I paid for my order?
Please allow up to 72 hours for the Party Points to appear in your account.
How can I earn Party Points?
You'll get 1 Party Point for every dollar spent at The Cozy Shop. You'll get 50 points just for signing up to the Pajama Party. Follow us on Facebook and/or Instagram to earn another 40 points. And when it's your birthday, we'll hook you up with 100 Party Points. If you a refer a friend to the program, they'll get a $5 coupon for signing up and you'll get 100 points!
Will my Party Points expire?
Your Party Points will not expire.
How do I join the Pajama Party?
Click the blue "Rewards Points" button on the lower right portion of your screen.