FAQs

FREE SHIPPING ON ORDERS OVER $50*

Extended Areas or International Orders are not included. 

(Extended areas: Nunavut,  Yukon, NL and Northwest Territories)

- Promotion does not apply to international orders.

  

HOW DO I PLACE MY ORDER?

When viewing an item, select the desired size then click ‘add to cart’. Once you have all your items in your cart, click the ‘proceed to checkout’. You will be directed to complete the shipping address, shipping method and payment method. A confirmation email will be sent to your registered email address containing the contents of your order. 

HOW DO I KNOW WHAT SIZE I AM?

Refer to the following size chart:

 Adult Sizes XS-S M-L XL-XXXL
US Sizes 00-6 6-12 12-20
Waist Measurement (in) 20-26 26-31 31-42
Hip Measurement (in) 30-36.5 37-42 43-51

Kids Fur Lined Sizes 2 3-4 5-6 7-8 10-12
Height (in) 33-36 36-42 42-49 49-55 55-60
Weight (lb) 30-33 33-40 42-54 56-66 66-74
Waist Measurement (in) 20 20.5-21 21.5-22 22.5-23 24-25
Hip Measurement (in) 21 22-23 24-25 27-28 30-32

 

Kids All Season Sizes 2-4 6-8 10-12 
Height (in) 33-42 42-55 55-60
Weight (lb) 30-46 42-66 66-74
Waist (in) 20-21 21.5-23 24-25
Hip (in) 21-23 24-28 30-32

 

How To Measure Your Waist

Measure around the narrowest part of your natural waist, generally around the belly button. 

How To Measure Your Hips
With your feet approximately 6" apart, measure around the fullest part of your hips. This area usually corresponds to the top of your legs.

 * There may be a variation in sizing from pattern to pattern. *

 

WHAT KIND OF PAYMENTS ARE ACCEPTED?

We accept the following methods of secure payment:

Visa, Mastercard, American Express, debit, and PayPal.  

 

HOW MUCH IS THE SHIPPING COST?

We are currently offering Economy Shipping at a flat rate of $7.99 to most Canadian Addresses. Shipping cost for extended areas and international orders starts at $19.95.  * If there is a promotion, shipping costs may be different. Please refer to checkout for the most up to date information.
We Do Ship internationally
If an international shipment has taxes and duties they are the responsibility of the purchaser.

 

Just Cozy shall not be liable for any lost, stolen or damaged packages or for any delay caused by the act or default of the shipping carrier. Just Cozy is responsible for orders until they leave our warehouse facility only. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely.

Please make sure you’re providing a secure delivery location for your order as we will be unable to replace or refund orders that show tracking marked as delivered.

Orders are subject to being automatically combined by our system if placed on the same day and shipping to the same address. Unfortunately, orders cannot be combined manually by our team, and shipping fees for orders that may be combined by our system are non-refundable.

 

HOW LONG WILL IT TAKE TO RECEIVE TO MY ORDER? 

 Destination Time to receive order
Canada

Express: 1-5 business days*

Standard: 5-10 business days*

US & International
1-21 Days* (most USA addresses within 5-8 business days)

 

*Due to COVID19 packages may take a little longer than expected to be delivered. Thank you for your patience!

*During the Holiday Season and promotional periods, delivery times are not guaranteed meaning the time frame mentioned above does not apply.

International orders (excluding USA) may take up to 3 months to be delivered. 

 

DELIVERY DELAYS

We do our very best to process and ship your order as quickly as possible, however once your order is transferred to the courier, it may encounter delays during its journey to you. 

Please note, Just Cozy is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from the courier to the local carrier in your country or air and ground transportation strikes or delays. Our team can only view the same information that you can via your order’s tracking number.

Due to the holiday season and the weather conditions, delays are expected and delivery times are not guaranteed. During this time your order may not be scanned by carriers for several days and may be delivered after the estimated delivery date. 

 

HOW DO I TRACK MY ORDER?

Within a few days of your order you will receive a shipment confirmation email with your tracking number.  Please allow up to 48 hours for your tracking number to become active.  Please track your package via Purolator, Stallion Express or Canada Post.

 

WHY HASN’T MY TRACKING NUMBER UPDATED?

It may take up to 48 hours (72 hours for holiday season) for your tacking number to become active.  Once your package arrives at your local post office, the tracking may not update until it goes out for delivery.  If it has been 2 business days and your tracking still hasn't updated, please let us know.

 

MY TRACKING SAYS ‘DELIVERED’ BUT I DO NOT HAVE MY PACKAGE

Packages may be scanned for delivery before your local mail carrier physically drops them at your home, and you may receive your order within 24 hours after your tracking has updated to “delivered.”  If it has been more than 24 hours since your package was marked "Delivered" and you still have not received it please contact us at support@justcozy.ca

 

ORDER PROCESSING

Most orders are processed within 48 hours upon receiving (processing time does not include weekends, holidays, and holiday weekends). Orders placed on Saturday and Sunday will be processed until the following Monday or the next business day.

 

CAN I CHANGE THE SHIPPING ADDRESS FOR MY ORDER?

We will be happy to change the shipping address for you order. Please email our customer service team during working hours via webform with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. 

We are not responsible for orders shipped to an incorrect address due to customer error. It is the customer's responsibility to ensure all details are correct before submitting your order. 

 

CAN I MODIFY MY ORDER AFTER I'VE PLACED IT?

No, unfortunately we cannot modify orders once they have been placed and entered the packing process. Please review your cart before placing your order. We apologize for the inconvenience! 

 

HOW DO I WASH MY JUST COZY PRODUCTS?

Our products hold up best against wear and tear if you wash them with these easy instructions:

Just Cozy Leggings

Wash on a cold wash cycle. Tumble dry on low heat. 

Just Cozy Scarves and Ponchos

Hand wash for the best care. Lay flat to dry.

Just Cozy Slipper Socks

Hand wash for the best care. Hang to dry. 

Just Cozy Hats And Mittens

Hand wash for the best care. Hang to dry. 

 

WHERE IS MY ORDER CONFIRMATION EMAIL?

If you have not received your order confirmation email, please check your spam or trash folders. If you still have not received it, please email support@justcozy.ca.

 

CAN I GET A REFUND IF THE PRICE HAS CHANGED (PRICE ADJUSTMENT)?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame. We are sorry for any inconvenience, and appreciate your understanding. 

Promotions change often. To see the most up to date information, please refer to the the website for prices and to checkout for shipping fees. 

 

EXCHANGE POLICY

We offer an exchange only policy for all purchases made online, no refunds. Exchanges are done by number of items regardless of the price. We will exchange any product under the following conditions:

Merchandise must be exchanged within 30 days of receipt;

Merchandise must be unworn and unwashed;

Merchandise must have all tags, original packaging, accessories and embellishments fully intact.

To make an exchange, contact us at support@justcozy.ca with the order number. We will reply with further instructions. Once we receive your package and process it, we will send your new order. We do not cover the cost of any shipping expenses. Tracking is required on all returned packages to qualify for an exchange.

Once we receive your exchange, we will assess the exchanged merchandise. It can take up to 5 business days after the package is delivered to our warehouse to assess your exchange. If it is in good condition, we will confirm your shipping address with you and create a new order for the item you would like. 

 

RECEIVED DAMAGED OR DEFECTIVE PRODUCT

In the case the product you received is/are damage or defective please reach out to customer service within 10 days of receiving your package. We highly recommend that you check your package as soon as possible. Any inquiries regarding damages and defects may be rejected after the 10 days.

* Merchandise must be unworn and unwashed.

* Merchandise must have all tags, original packaging, accessories and embellishments fully intact.

Please note that although we have tried to represent our leggings as accurately as possible, the actual colors you see will depend on your monitor. 

 

 

CONTACT

For further questions, please contact us by:

Email: support@justcozy.ca

Facebook: https://www.facebook.com/justcozy.ca

Customer Service Hours: Monday to Friday 8am - 1pm

We strive to answer all your inquiries within 1-2 business days (may take longer during sales or promotions). Thank you for your patience!

*We are separate from stores and we do not handle in store purchases and vice versa. *

 

DO YOU HAVE A PHONE NUMBER I CAN CONTACT?

We currently do not have a phone number for customer service inquiries, but we recommend taking a look at our FAQ page to find answers to your questions/concerns. If you cannot find what you are looking for or need help regarding your order, our Customer Service will be more than happy to assist you via email (support@justcozy.ca). You can also submit a request via our webform.