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Last Revised: May 1, 2024
Cozy Glow Stoves Shipping Policy Overview
- Order Confirmation: Customers will receive an email confirmation immediately after placing their order.
- Order Cutoff Time: Orders must be placed before 5 pm EST for same-day processing. Orders received after this cutoff time will be processed on the next business day.
- Shipping Preparation: Orders confirmed in stock are pre-authorized and prepared for shipping within 2-3 business days.
- Delivery Timeline: Standard delivery takes 5-7 business days after processing. Expedited options are available for eligible orders.
- Shipment Tracking: Tracking details are sent within 24 hours of dispatch. Contact us at support@cozyglowstoves.com if it is not received within six business days.
- Address Restrictions: We only offer shipping within the continental United States. PO Boxes and APO/FPO addresses are excluded.
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Available Shipping Options:
- Free Standard Shipping for orders over $75.
- Flat Rate Shipping of $20 for orders under $75.
- Freight Shipments: The freight company will contact customers to schedule deliveries. It's essential to inspect the product upon delivery. Please note that the customer is responsible for storage and return-to-sender fees due to missed delivery appointments.
- "Upon Final Inspection": Never clean sign the delivery receipt (BOL). Always use this phrase when signing for your delivery.
- Damage and Shortages: Refuse visibly damaged shipments. Notate any shortages on the delivery receipt (bill of lading). Report visible and concealed damage no later than 24 hours after delivery.
- Contact for Support: Reach out at support@cozyglowstoves.com or 1-888-323-2699 (COZY) for any shipping-related queries.
Please refer to the detailed policy below for a comprehensive understanding of our shipping policy. Should you have any further questions or require personalized assistance, our customer service team is readily available to help. Feel free to contact us at support@cozyglowstoves.com or call us at 1-888-323-2699 (COZY) during business hours (Monday through Friday, 9 a.m. to 5 p.m. EST).
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Placing Your Order
Order Confirmation
Upon placing your order with Cozy Glow Stoves, you will promptly receive an email confirming that your order has been successfully placed. This initial confirmation indicates that we have received your order and are beginning the process of preparing it for shipment.
Pre-Authorization and Payment Processing
Once we receive your order, we will initiate the pre-authorization process on your credit card for the purchase. This pre-authorization process typically takes 24 to 72 hours. After successful pre-authorization and confirmation of item availability, we will process the charges and prepare your order for shipping.
Shipping Your Order
Order Shipment and Tracking
Once your order has been verified to be in stock and the charges have been processed, it will be shipped within five business days from the date of your order placement. We will send you tracking information to the email address you provided during checkout within 24 hours of your order leaving our warehouse. If you do not receive tracking information within six business days of placing your order, please contact us at support@cozyglowstoves.com.
Shipping Estimates and Restrictions
Please note that shipping windows displayed on our product pages are estimates. Actual delivery time depends on carrier availability, product availability, and time to destination from our warehouse. Currently, we only offer shipping within the continental United States.
Order Processing and Delivery Timeline
Order Cutoff Time: Please note that our cutoff time for same-day order processing is 5 p.m. EST. Orders placed after this time will be processed the following business day. This means that if you place an order after 5 p.m. EST, it will be considered for processing the following business day.
Orders are processed and prepared for shipment within 2-3 business days (Monday – Friday). Following processing, the transit time for delivery is typically 5-7 business days (Monday – Friday). Please note that these time frames include handling and shipping your order.
Post Office Boxes
Due to the nature of the products sold on our site, we are unable to ship them to PO boxes or APO/FPO addresses. Please provide a physical address for delivery of your product when checking out.
Shipping Options
Shipping Method
Items eligible for ground parcel delivery are shipped through UPS or FedEx. For freight shipments, we utilize a comprehensive network of nationwide LTL carriers.
Shipping Costs
We offer two shipping options to cater to your needs:
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Free Standard Shipping: Enjoy complimentary standard shipping on all orders over $75 (excluding taxes and additional charges). This option typically delivers your order to your doorstep within 7 to 10 days after your order is submitted.
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Flat Rate Shipping: For orders under $75, we provide a flat rate shipping option for $20. This standard shipping method also takes 7 to 10 days to deliver following the submission of your order. Please note that shipping charges will not be refunded in the event of an exchange or refund.
Both options ensure your order is processed and shipped carefully, ensuring your items arrive in perfect condition.
Receiving a Shipment
Scheduling Delivery for Freight Shipments
Before delivering your products, the LTL freight carrier will contact you to schedule a delivery time window. You must be available to receive your product during this window, as storage fees may apply if the carrier cannot deliver. Any storage fees or return-to-vendor fees incurred will be deducted from any refunds for canceled or returned products should you not be available to receive the delivery.
Notating Shortages
Product Inspection (Important - Please Read)
Regarding freight-related issues, 24 is the magic number, and signing all delivery receipts with “upon final inspection” is the magic phrase. Carriers and manufacturers will always try to protect themselves. They can deny liability, so you should never clean sign a delivery receipt/bill of lading, even if the delivery appears undamaged. You must also provide all possible evidence (including pictures) to justify claims. Doing so within 24 hours of receipt of your order is imperative. After that window closes, Cozy Glow Stoves is no longer responsible for any damaged, missing, or wrong items. However, if you miss the 24-hour mark, we encourage you to contact us, and we will try our best to resolve the issue.
You must inspect your items upon delivery for any damage and report the damage to our customer service team within 24 hours. In the event of damage:
- For Freight Shipments: Please refuse damaged freight or freight suspected of being damaged and alert Cozy Glow Stoves immediately. This remains our best practice when dealing with concerns about damaged freight. Our customer service team will work with the carrier to ensure that the damaged freight is returned and replaced with a new undamaged item(s).
- For Parcel Shipments (UPS/FedEx): If you receive a parcel shipment that is visibly damaged, we ask that you refuse the package and notify Cozy Glow Stoves right away. In cases where refusing the package is not possible, please get in touch with us within 24 hours of receiving your package. When contacting us, provide details of your order and a thorough description of the damage, and include any accompanying photos. This will enable us to swiftly address and resolve any issues related to the damage and assist in filing any insurance claims.
Undamaged Items
Even if your shipment appears undamaged and in good condition, never cleanly sign the bill of lading. Please sign the bill of lading with the words "upon final inspection." This ensures that the freight carrier cannot pass off liability if there is concealed damage to the product(s).
An example of the proper way to sign the delivery receipt (bill of lading):
"Upon final inspection, no damage is present."
OR
"Upon final inspection, the shipment appears to have damage..." (In this scenario, you would refuse the shipment and then contact customer support.)
If there is no visible damage to your shipment, you must:
- Sign the bill of lading and note “upon final inspection.”
- Open and inspect all products within 24 hours.
- We also advise that our customers take pictures of the outer packaging to provide evidence that it did not have any visible damage at the time of delivery.
- Report any concealed damage (should any exist) within 24 hours of delivery by contacting our customer support team.
Damaged Items
If damage is visible at the time of delivery, then you must:
- Note on the delivery receipt (bill of lading), using the terms "upon final inspection," the damage, type, and number of cartons/crates damaged and refuse the freight. Please contact the Cozy Glow Stoves Support Dept. as soon as possible for replacement. If the delivery receipt is on an electronic device, you must receive an exception number from the driver/carrier.
- E-mail Cozy Glow Stoves (support@cozyglowstoves.com) as soon as possible with the following information: Tracking / PRO #, Description of damaged goods, Copy of signed delivery receipt notating damage/exception #, and Photos of the damage.
- keep the damaged product in or with the original packaging material if possible. To the extent possible, the consignee must hold the shipping container and its contents in the same condition as when the damage was discovered while awaiting inspection by the carrier. If damage is not visible at the time of delivery, then you must e-mail Cozy Glow Stoves as soon as possible with the following information:
- Invoice #, Order #, or PO #
- Description of damaged goods
- Photos
In the event of concealed damage on delivered shipments, we address each case individually to determine the most suitable resolution. Depending on the assessment, we will replace the entire unit or send the necessary parts/components to ensure the unit is 100% functional. Customers must inspect their shipments thoroughly upon arrival. Please note any visible damage to the shipment on the bill of lading/proof of delivery before accepting the shipment.
We require any reports of concealed damage to be communicated to us within 24 hours of delivery. Prompt reporting is essential to ensure that we can effectively manage and resolve the issue. If you discover any damage, please send photos and videos of the damage to support our assessment and claim process.
Frequently Asked Questions
How much do you charge for delivery?
Delivery is always free for orders over $75. We charge a flat $20 delivery fee for orders under $75 (before tax).
Who do I contact for any issues related to my order, its' shipment, or the delivery?
Please address all concerns to our support team during business hours (Monday - Friday, 9 am - 5 pm EST) via:
We received a shipment and have found concealed damage. What are our options?
- Please contact Cozy Glow Stoves as soon as the damage is noticed. We will take these on a case-by-case basis. Due to the carrier's strict rules for their business needs, reporting damage should be done as soon as possible and within five business days.
We received a shipment that is visibly damaged. What should we do?
- For Freight Shipments: Please refuse damaged freight or freight suspected of being damaged and alert Cozy Glow Stoves immediately. This remains our best practice when dealing with concerns about damaged freight.
- For Parcel Shipments (UPS/FedEx): If you receive a parcel shipment that is visibly damaged, we ask that you refuse the package and notify Cozy Glow Stoves right away. In cases where refusing the package is not possible, please get in touch with us within 24 hours of receiving your package. When contacting us, provide details of your order and a thorough description of the damage, and include any accompanying photos. This will enable us to address and resolve any issues related to the damage swiftly.
My driver is not waiting or is forcing me to make an immediate decision on the shipment’s condition. What should I do?
- If possible, make any notations you can on the proof of delivery and accept the freight. Take as many photos of the damaged items as possible. If the driver is not willing to wait or will not allow damaged items to be noted on the proof of delivery, then the best practice for this scenario is to refuse the shipment and alert Cozy Glow Stoves immediately.
Will my driver allow for a quick inspection and allow me to take undamaged freight from a multi-pallet shipment?
- Typically, yes. Receiving one or more undamaged pallets from a multi-pallet shipment is a common practice. Take the undamaged freight and notate the damaged items on the proof of delivery. Allow the driver to take back what is damaged.
Will my driver allow me to break down a pallet for further inspection if the pallet does not appear to have damage or shortages?
- It depends. Some drivers and carriers are more than willing to allow this. Other drivers and carriers feel that they have met their legal obligation for inspection by allowing the inspection of the outer packaging and leaving if none is observed. If there is no outer damage to notate, then it is not uncommon for the driver or carrier to consider the delivery complete. This scenario becomes a concealed damage or concealed shortage if damages or shortages are found later.
I suspect I might be short or missing some product on my delivery. What are my options?
- Notate shortages on the proof of delivery at the time of delivery and notify Cozy Glow Stoves. Our support team will contact the carrier for the dock sweep at the terminal, and the notated proof of delivery will cause a second dock sweep. Dock sweeps for shortages usually are completed within three business days. If found, the carrier will reattempt delivery. Cozy Glow Stoves will create a replacement shipment or issue credit if the missing order is not found.
The driver is using a digital device. How do I notate damage if I can’t write on the POD?
- Drivers using a digital device will most commonly enter the information about the damage into the device during delivery and before your signature. This creates an exception within the freight company’s system. If the exception is created, then an exception number should be generated for you before the driver’s departure. If this does not happen, call Cozy Glow Stoves (1-888-323-2699), and we will contact the local terminal to ensure the exception is noted.
When you receive your shipment, please check the following before signing for the delivery:
- Make sure packages are addressed to you. If the shipment is not yours, refuse it and contact the Cozy Glow Stoves Customer Support Dept. as soon as possible. Please ensure you record the PRO or Tracking Number before refusing the shipment.
- Inspect and count all packages and compare them against the delivery receipt. Sign for the number of cartons received and mark any missing pieces as "Short" on ALL copies of the delivery receipt.
- Check for dents, cracks, or creases on all sides of each carton. If there is suspected damage, open and inspect the carton in the driver's presence. If the carrier states that you are not permitted to inspect before signing or are not allowed to refuse a shipment, please do not sign anything. Contact Cozy Glow Stoves immediately, before the driver’s departure, and inform the representative that your driver has refused inspection. The best practice in this situation is to refuse the shipment and then contact Cozy Glow Stoves' customer support to provide evidence of the suspected damage.