Store Policy

Welcome to Cozy Emporium—your home for custom pet portrait desk mats and practical kitchen drying mats. Please review our store policies below so you know exactly what to expect when shopping with us.

Contact Information

Have a question before or after purchase? We’re happy to help.

Order Processing Times

Orders are processed within 1–3 business days after we confirm payment (excluding weekends & holidays). Custom pet artwork products may require artwork approval; we’ll email you if needed.

You’ll receive an email when your order is confirmed and another when it ships.

Shipping & Delivery

• USA & Europe: Free shipping on all orders. Estimated delivery: USA ~7 days from shipment; Europe ~15 days from shipment.
• Other Regions: International shipping available; rates & times shown at checkout.
• Tracking info is emailed once your package is on the way (allow up to 48 hrs for carrier scans).

Customs, Duties & Taxes

International orders (outside the USA) may be subject to import duties, VAT, or local taxes once the shipment arrives in the destination country. These charges are the customer’s responsibility. Please check with your local customs office before ordering if you have questions.

Payment Methods

We accept major credit/debit cards and other secure payment methods shown at checkout. All payments are processed in U.S. Dollars (USD) unless otherwise indicated by the payment provider.

Order Changes & Cancellations

If you need to change or cancel an order, contact us as soon as possible. We can adjust orders that have not yet entered production or shipped. Custom items may be subject to change restrictions once design work begins.

Returns & Exchanges

We want you to love your purchase. Please review the guidelines below:

• Standard (Non-Custom) Items: Contact us within 14 days of delivery to request a return or exchange. Items must be unused, in original condition & packaging.
• Custom Pet Portrait Products: Because these are made uniquely for you, they are generally non‑returnable unless damaged, misprinted, or defective.
• Return shipping instructions will be provided after approval. Unauthorized returns may not be accepted.

Damaged, Defective, or Incorrect Items

Received something damaged or not as ordered? Email us within 7 days of delivery with your order number, photos of the issue, and packaging. We’ll repair, replace, or refund as appropriate.

Lost or Missing Packages

If tracking shows delivered but you can’t locate the package, please:

• Confirm the shipping address in your order confirmation.
• Check with household members, neighbors, or building managers.
• Allow 48 hrs in case of carrier scan delays.

Still missing? Contact us and we’ll help open a trace with the carrier.

Shipping to P.O. Boxes & APO/FPO

We can often ship to P.O. boxes and some military/diplomatic addresses depending on carrier rules. Reach out before ordering if you have special delivery requirements.

Sales Tax

Applicable sales tax will be calculated at checkout based on the shipping destination and current tax regulations.

Privacy & Data Security

Your information is used to process orders, provide customer support, and improve your shopping experience. For full details on data handling, please see our Privacy Policy page.

Policy Updates

We may revise these policies to reflect changes in our operations, products, or legal requirements. Updates will be posted on this page with a new “Last Updated” date. Continued use of our site after changes means you agree to the updated terms.

Need Help?

Questions about any policy? Please contact us—we’re here to make your experience easy and enjoyable.

Email Cozy Emporium Support

+1 561 861 9172