Shipping & Returns Policy

COZUY CUSTOMER CARE · LAST UPDATED JUNE 15, 2026

At Cozuy, each piece is handcrafted in China by local artisans using traditional horn-comb making techniques. The careful shaping, polishing, and finishing process takes time, and we appreciate your patience while your order is prepared and delivered.

Order Processing

Please allow up to 5 business days for your order to be prepared and dispatched.

Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.

U.S. Shipping

We offer free standard shipping on U.S. orders over $35.

For U.S. orders under $35, the available shipping rate will be displayed at checkout.

Orders are shipped from China. Estimated delivery to U.S. addresses is 15–25 business days after dispatch. Delivery estimates are not guarantees and may be affected by customs processing, carrier delays, severe weather, peak seasons, or other circumstances outside our reasonable control.

Shipping Outside the United States

The shipping rates and delivery information displayed on our website currently apply to U.S. orders. For delivery availability and estimated shipping costs to another country, please contact us at support@cozuy.com before placing your order.

Customers are responsible for any customs duties, import taxes, or other charges imposed by the destination country unless otherwise stated at checkout.

Shipping Address

Please review your name, shipping address, and contact information carefully before placing your order.

If you notice an error, contact us as soon as possible. We may be able to update the address before dispatch, but changes cannot be guaranteed. Once an order has shipped, we cannot change its delivery address.

The customer may be responsible for additional shipping costs caused by an incorrect or incomplete address, refusal of delivery, or failure to collect a package.

Delayed, Lost, or Missing Packages

If your package is significantly delayed, or tracking shows that it was delivered but you cannot locate it, please contact support@cozuy.com within 7 days of the delivery scan or expected delivery date.

We will review the tracking information and, where available, open an inquiry with the shipping carrier. Any replacement, refund, or other resolution will be determined after investigation and discussed with you based on the circumstances.

Returns

We accept eligible return requests submitted within 30 days after tracking shows the order was delivered.

To be eligible for a return, the item must be:

Unused and undamaged;
In its original condition;
Returned with its original packaging; and
Suitable for resale.

For hygiene reasons, used personal-care items cannot be returned unless they are damaged, defective, or incorrect.

Sale and discounted items may be returned if they otherwise meet the return requirements in this policy.

Natural Material Variations

Natural horn varies from piece to piece. Differences in color, grain, translucency, pattern, and minor dimensions are expected characteristics of the material and are not considered defects.

Cracks, broken teeth, damage that prevents normal use, an incorrect item, or damage caused during transportation may qualify as a product issue.

If you are not satisfied with the natural appearance of an unused item, you may request a return within the 30-day return period. Return shipping costs for this type of return are the customer's responsibility.

Personalized Engraved Items

Items personalized with engraving cannot be canceled once engraving has begun and are not eligible for return or exchange.

This restriction does not apply if the engraved item arrives damaged, defective, or different from the personalization details confirmed in your order.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged, defective, or incorrect, contact support@cozuy.com within 7 days of delivery.

Include your order number and clear photographs or video showing the item, packaging, and issue. After reviewing the information, we will work with you on an appropriate solution. When the issue is confirmed, Cozuy will cover the reasonable costs required to resolve the problem.

How to Request a Return

Before sending any item back, email support@cozuy.com with:

Your order number;
The item you want to return;
The reason for the return; and
Photographs, if the item is damaged, defective, or incorrect.

If your return is approved, we will provide the return instructions and return address. Returns sent without prior authorization may not be accepted. Please do not send returns to any address shown on the original shipping label unless we specifically instruct you to do so.

Return Shipping

For returns based on preference, change of mind, or another reason unrelated to a confirmed product issue, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

If an item is confirmed to be damaged, defective, or incorrect, Cozuy will cover the reasonable return or replacement shipping costs required to resolve the issue.

We recommend using a trackable shipping service for customer-arranged returns. Cozuy is not responsible for a return package that is lost before it reaches the approved return address.

Exchanges

Exchange requests are handled individually and depend on product availability. Contact support@cozuy.com before returning an item so that we can discuss the available solution.

Personalized engraved items are not eligible for exchange unless they arrive damaged, defective, or incorrect.

Refunds

After an approved return is received and inspected, we will notify you of the result.

Approved refunds will be issued to the original payment method within 10 business days after inspection. Your bank or payment provider may require additional time to post the refund to your account.

We may refuse a refund or offer a reduced refund if the returned item does not meet the conditions in this policy, has been used, is damaged for reasons unrelated to an original product issue, or is missing original components or packaging.

Order Cancellations

Standard, non-personalized orders may be canceled for a full refund before dispatch. Once an order has shipped, it cannot be canceled and must follow the return process described above.

Personalized engraved orders cannot be canceled once engraving has begun.