• 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 you have not received it within six business days.

• Address Restrictions: We only offer shipping within the continental United States. PO Boxes and APO/FPO addresses are excluded.

• Available Shipping Options:

  • Free Standard Shipping for orders over $100. (Surcharge may Apply)

  • Flat-rate shipping of $40 for orders under $100. (Surcharge may Apply)

• 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 the 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 Support: For any shipping-related queries, please contact support@cozyglowstoves.com or call 1-888-323-2699.

Please refer to the detailed policy below for a comprehensive understanding of our shipping terms and conditions. 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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Timelines

All processing, shipping, and delivery timelines are given based on Cozy Glow Stoves' standard operating hours:

Monday - Friday 

9 am - 5 pm EST

Placing Your Order

Order Confirmation

Upon placing your order with Cozy Glow Stoves, you will receive a prompt email confirming that your order has been successfully placed. This initial confirmation indicates that we have received your order and are 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, we will process the charges and prepare your order for shipping. Should our customer service team have any issues with your order, we will contact you using the telephone number and/or email address provided during checkout.

You must double-check your contact and billing information provided at checkout before initiating the pre-authorizing process (submitting your order). Failure to do so could result in a delay in the processing and shipment of your order. Additionally, if any delivery issues arise due to an incorrectly entered address, you will be responsible for any fees or charges incurred.

Shipping Your Order

Order Shipment and Tracking

Once your order has been successfully processed, it will be shipped either parcel  or LTL freight depending on the size and weight of the items in your order. Shipments typically leave our warehouse within 24 to 72 hours of receiving your order.

Order Cutoff Time: 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.  

We will send you tracking information and any pertinent shipping details to the email address you provided during checkout within 24 hours of your order leaving our warehouse. If you do not receive tracking information or shipment details within six business days of placing your order, please contact us at support@cozyglowstoves.com.

Shipping Estimates, Restrictions, and Inclement Weather

Please note that shipping windows displayed on our product pages are estimates. Actual delivery time depends on the carrier's availability, product availability, and the time it takes to reach the destination from our warehouse. Currently, we only offer shipping within the continental United States.

Please note that Cozy Glow Stoves is not responsible for any delays in the delivery of your order due to inclement weather. We ask that you be understanding in these situations. Should weather become an issue, we will work with the designated carrier to ensure that your order is delivered as swiftly and safely as possible. As it is out of our control, any requests for a refund after the order has shipped due to inclement weather will be treated as a “change of mind”.

Post Office Boxes

Due to the nature of the products sold on our site, we cannot ship them to P.O. boxes or APO/FPO addresses.  Please provide a physical address for delivery of your product during checkout.

Shipping Charges

We offer two shipping options to accommodate your needs: parcel and standard freight shipping methods. White-glove delivery services are available upon request and may incur additional charges. These charges are non-refundable in the event of an exchange or refund.

Disclaimer:*** We aim to provide free shipping on all orders over $100; however, surcharges may apply in certain situations. If shipping costs apply, they will be listed as a “surcharge” before you proceed to checkout. Surcharge fees are determined by the logistics involved in delivering to remote, difficult-to-access, or underdeveloped locations with limited transportation infrastructure. In rare cases, we may notify you of additional shipping costs after you have completed your purchase. At that time, you will have the option to modify or cancel your order for a full refund.

Please refer to the table below for a breakdown of our shipping charges:

*Please note that shipping charges will not be refunded in the event of an exchange or refund.

** To obtain a quote for white glove delivery service, please contact our customer support team at support@cozyglowstoves.com or by calling 1-888-323-2699 between 9 am and 5 pm Monday through Friday.

*** See disclaimer above

Both options ensure delivery within 7-10 business days of receiving your order.

Receiving a Shipment

Freight Shipments

Scheduling Delivery for Freight Shipments

After receiving your shipment at the destination terminal, the carrier assigned to deliver your order will contact you to arrange a delivery window. This window typically lasts four hours and is scheduled Monday through Friday. During the checkout process, please make sure that the phone number you provide is the one you want the carrier to use to contact you for scheduling delivery. This will be the number they use to reach you.

You must have someone 18 years of age or older available to receive and sign for your order during this window, as storage fees may apply if the carrier is unable to deliver. If you are not available to accept the delivery, any storage fees or return-to-vendor fees incurred will be deducted from any refunds for canceled or returned products.

Standard Curbside Delivery and Delivery Limitations

All standard freight deliveries are considered curbside service. Upon arrival at their destination, the freight carrier will lower the shipment to the ground adjacent to your driveway/drop-off location. Due to most freight carrier policies, the driver is not authorized to move your delivery any further.

Freight shipments are delivered via a 53-foot tractor-trailer with lift-gate service. Please ensure the delivery location is accessible to a tractor-trailer before scheduling your delivery. If the delivery location is inaccessible to a tractor-trailer, please arrange an alternate location where delivery is feasible or arrange a pickup with the carrier at their destination terminal.

White Glove Delivery Service

For your convenience, our customer service team has access to white glove delivery options, which may include the carrier moving your order directly into your home and removing packaging materials. However, white glove delivery options will incur additional charges, regardless of the order amount. The total cost of white glove delivery service varies and is offered on an as-needed basis. To obtain a quote for white glove delivery or to arrange this service for your order, please contact our customer service team before placing your order by emailing support@cozyglowstoves.com or by calling 1-888-323-2699, Monday through Friday, between 9 am and 5 pm EST.

Multiple Shipment Warning

Please be aware that your order may arrive in multiple shipments via different shipping methods (parcel and freight). You will receive this information when you receive the tracking information for your order.

If you are concerned that you are missing items from your order, or simply wish to inquire about the status of pending shipments, please contact Cozy Glow Stoves customer support by email or telephone:

E-Mail: support@cozyglowstoves.com

Telephone: 1-888-323-2699 

Parcel Shipments

Cozy Glow Stoves utilizes both UPS and FedEx for our parcel shipments. Upon shipment of your order, a tracking number will be provided to you via the email address entered at checkout.

Stolen Packages

Cozy Glow Stoves is not liable for any lost or stolen packages. Please ensure that either someone is home at the time of delivery who can sign for the package or that the delivery driver has a secure location to leave your order.

Product Inspection (Important - Please Read)

For 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 sign a delivery receipt/bill of lading without inspection, 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 incorrect 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.  

Freight Shipments

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:

1. Sign the bill of lading and note “upon final inspection.”

2. Open and inspect all products within 24 hours.

3. Report any concealed damage (should any exist) within 24 hours of delivery by contacting our customer support team.

Damaged Items

Visible Damage - Freight Shipments

If damage is visible at the time of delivery, then you must:

1. 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.

2. E-mail customer service (support@cozyglowstoves.com) as soon as possible with the following information: 

• Tracking / PRO #

• Order #

• Description of damaged goods

• Copy of signed delivery receipt notating damage/exception #

• Photos of the damage.

After reporting your damage to our customer service team, we will work with our vendors and the shipping company to ensure that a replacement product(s) is processed and shipped out within 48-72 hours.

Visible Damage - Parcel Shipments

If your package appears damaged upon delivery, please open it to inspect the contents before signing for the package. If the contents of your package appear damaged, please refuse delivery and contact our customer service team immediately. Replacement orders will be issued within 48 to 72 hours.

Concealed Damage - Freight Shipments

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. 

We require any reports of concealed damage to be communicated to us within 24 hours of delivery. Please contact our customer support team via email at support@cozyglowstoves.com with the following information:

• Order Number

• Photos of the Damage

• Item(s) damaged in the shipment

• Copy of the signed BOL/Proof of Delivery

Prompt reporting is essential to ensuring that we can effectively manage and resolve the issue. If you discover any concealed damage post-delivery, please send photos and/or videos of the damage to support our assessment and claim process. Please allow 48-72 hours for our customer service team to investigate the situation and process your claim.

Timeliness is critical, as we need to prove that no damage occurred after delivery. Carriers usually require all concealed damage to be reported within five (5) days after delivery.

Concealed Damage - Parcel Shipments

If concealed damage is present after the delivery of your items, please contact our customer support team within 24 hours of noticing the damage. When contacting us please provide the following:

• Order Number

• Photos of the Damage

• Item(s) damaged in the shipment

 We will send you a prepaid shipping label to return your damaged product to us, and immediately issue a replacement within 48-72 hours.

Shortages

If you discover any shortages in your order, please note them on the Proof of Delivery (POD) at the time of delivery for freight shipments. For parcel shipments, please notify the driver of any shortages whenever possible. Simultaneously, please contact the Cozy Glow Stoves support team at support@cozyglowstoves.com so that we can promptly contact our vendors to provide you with the missing product. Please allow our customer service team 48-72 hours to investigate the missing products from your order and to ship out the missing product(s) when necessary.

Incorrect Item Shipped

Freight Shipments:

If you receive an incorrect item, please refuse it at the time of delivery. Please note this on the bill of lading and immediately contact Cozy Glow Stoves customer support so that we can arrange the dispatch and shipment of the correct product within 48-72 hours.

Parcel Shipments:

If you receive a parcel delivery (package) and determine that you have received an incorrect item(s), please refuse the delivery if possible. Contact Cozy Glow Stoves customer support immediately. 

Do not remove any packaging, labels, or packing materials from the incorrect item. You will be provided with a shipping label to return the incorrect item. Our customer service team will also work promptly to ensure that the correct item is sent out to you as soon as possible.

Please allow 48-72 hours for our customer service team to process the incorrect shipment and arrange the shipment of the correct item(s).

Thank you for trusting us with your purchase. Your satisfaction is important to us!