1. Shipping zones

Kozzly currently delivers orders to addresses located in Canada only.

We do not yet offer international shipping.

2. Shipping costs

Standard shipping is free within Canada for eligible orders placed on Kozzly.com.

If a different delivery method or additional fees are offered in the future, the applicable costs will be clearly indicated before the confirmation of your order.

3. Preparing your order

Orders are generally prepared and handed over to the carrier within 1 to 2 business days following order confirmation.

Orders are processed Monday through Friday, excluding public holidays.

An order placed on the weekend or on a public holiday will normally begin processing on the next business day.

During periods of high demand, launches, or an unusually high volume of orders, the processing time may exceptionally be longer. If a significant delay affects your order, we will do our best to notify you.

4. Delivery times

Once your order has shipped, the estimated delivery time is generally 2 to 7 business days.

This timeframe begins after your order has shipped and is in addition to the 1 to 2 business day processing time.

Delivery times may vary depending on your region, weather conditions, periods of high demand, and certain circumstances beyond our control.

We do our best to meet the indicated timeframes and obligations applicable to online orders.

5. Carrier

Kozzly orders are primarily shipped via Canada Post.

Depending on the destination and available services, the carrier may apply its own delivery procedures, particularly regarding delivery attempts or package retrieval.

6. Order tracking

When a tracking number is available for your shipment, you will receive it by email after your order has shipped.

There may be a delay before the first tracking information appears in the carrier's system after the shipping label is created.

We recommend that you regularly check the tracking information until your order is delivered.

7. Shipping address

The customer is responsible for verifying the accuracy of their shipping address before confirming their order.

Please check carefully:

• the recipient's name;
• the street number and name;
• the apartment or unit number, if applicable;
• the city;
• the province or territory;
• the postal code.

If you notice an error after placing your order, please contact us as soon as possible at info@kozzly.com.

If the order has not yet shipped, we will do our best to correct the address. However, we cannot guarantee that a change will be possible once the order has been handed over to the carrier.

8. Delayed package

If your order exceeds the expected delivery time, we recommend that you first check the tracking information provided by Canada Post.

If the tracking has not been updated for several days or if the situation seems unusual to you, please contact us at info@kozzly.com.

We will examine the situation and, when necessary, communicate with the carrier to obtain more information.

Consumers may also have specific rights in the event of a significant delivery delay in accordance with applicable laws.

9. Package marked as delivered but not received

If Canada Post tracking indicates that your order has been delivered but you cannot find it, please contact us as soon as possible.

Before contacting us, we also recommend that you:

• check around your residence or delivery location;
• check with other members of the household;
• check with your building's reception or management, if applicable;
• consult the latest information provided by the carrier.

If the package remains missing, contact us at info@kozzly.com. We will investigate the situation and, when necessary, open a claim with Canada Post.

We do not automatically consider a package to be the customer's responsibility simply because the tracking indicates "delivered." We will evaluate the situation according to the circumstances and applicable obligations.

10. Lost package

If a package appears to have been lost in transit, please contact us so we can examine its status with Canada Post.

Depending on the outcome of the investigation and the circumstances, an appropriate solution may be proposed in accordance with our obligations and the consumer rights applicable.

11. Damaged product or package

If your order arrives damaged, please keep the product, its packaging, and the shipping container.

Contact us as soon as possible at info@kozzly.com.

We may request photos of:

• the damaged product;
• the product packaging;
• the shipping container;
• the shipping label.

This information allows us to assess the situation and, when necessary, follow up with the carrier.

12. Incorrect or incomplete order

If you receive a product different from the one ordered or if an item is missing from your order, contact us as soon as possible.

We will review your order and offer you the appropriate solution.

Please do not return an incorrect product before receiving our instructions.

13. Returns to sender

In certain situations, Canada Post may return a package to Kozzly, particularly when the address is incomplete, incorrect, or the package could not be delivered.

If an order is returned to us, we will contact you to determine how to proceed.

Reshipping fees may apply when the return results from an incorrect or incomplete address provided during the order, subject to applicable laws.

14. Delays beyond our control

Certain circumstances may temporarily affect delivery times, for example:

• significant weather conditions;
• interruptions or disruptions to the postal network;
• periods of exceptionally high volume;
• events beyond Kozzly's reasonable control.

In these situations, we will continue to help you track your order and we will fulfill the obligations provided by applicable laws.

15. Consumer rights

This policy explains Kozzly's shipping practices.

It does not limit the rights granted to consumers by applicable laws.

In Quebec, specific remedies may apply when an order placed online is not delivered within the expected timeframes or when the good received is damaged or does not correspond to what was ordered.