Contact information
Last Updated: July 18, 2026
Welcome to CozySip.store. We believe that thoughtful customer care should feel as warm and reassuring as a quiet cup of coffee in a cozy Scandinavian café. Whether you have a question before placing an order, need help tracking a shipment, want to request a return, or simply need more information about one of our products, our customer support team is here to assist you.
This Contact Information page explains how to reach CozySip.store, what information to include when contacting us, the types of requests we can help with, our general response times, and important guidance for order, payment, shipping, return, privacy, and legal inquiries.
For faster service, please review the relevant section below before contacting us.
1. Business Contact Details
Business Name: CozySip.store
Business Address:
1545 Avenue de la Montagne E
Québec, QC G3K 1P5
Canada
Customer Support Email:
support@CozySip.store
Customer Support Phone:
(416) 858-3157
Website:
CozySip.store
Our business contact details may be used for customer-service correspondence, general business inquiries, and formal notices.
Please note that the address listed above is our official business contact address. It is not automatically an authorized return address for every order. Products must not be returned without first contacting our support team and receiving written return instructions.
Depending on the item, fulfillment location, customer region, and return reason, an approved return may need to be sent to a different designated facility. Unauthorized returns may be delayed, refused, or returned to the sender.
2. How to Contact Us
The preferred way to contact CozySip.store is by email at:
Email allows our team to review your order details, photographs, tracking information, payment records, and previous correspondence efficiently.
When contacting us by email, please use a clear subject line, such as:
- Order Status Request
- Return Request
- Damaged Item Received
- Incorrect Product Received
- Missing Item
- Shipping Address Correction
- Payment Question
- Product Information Request
- Privacy Request
- Legal Inquiry
You may also contact us by phone at:
(416) 858-3157
Telephone support may be helpful for general questions. However, some requests, including returns, damage claims, privacy inquiries, and payment investigations, may still require written confirmation or supporting documents by email.
For the most accurate assistance, please keep all communication regarding the same issue within one email thread whenever possible.
3. Information to Include in Your Message
Providing complete information allows us to review your request more quickly.
For order-related questions, please include:
- Your full name
- Your order number
- The email address used during checkout
- The shipping address entered for the order
- The name of the product involved
- A clear description of your question or issue
- Any relevant tracking number
- Photographs or videos where appropriate
For damaged, defective, or incorrect products, include:
- A photograph of the full product
- Close-up photographs of the problem
- A photograph of the shipping box or mailer
- A photograph of the shipping label
- A photograph of all items received
- A brief explanation of when the issue was discovered
For payment-related questions, include:
- Your order number
- The transaction date
- The amount charged
- The payment method type
For security reasons, never send your full credit-card number, banking password, card verification code, or other confidential payment credentials by email or telephone.
We will never ask you to send your complete payment-card details through ordinary email.
4. Customer Support Response Times
We aim to respond to customer messages within:
2–5 Business Days
Business days generally exclude Saturdays, Sundays, Canadian statutory holidays, and other public holidays observed by our operations or service providers.
Response times may be longer during:
- Major seasonal sales
- Holiday shopping periods
- Product launches
- Severe weather
- Shipping disruptions
- Unusually high contact volume
- Technical outages
- Large-scale carrier delays
Messages are generally answered in the order received, although urgent safety concerns, duplicate charges, or active delivery problems may be prioritized.
Sending repeated messages about the same matter may create separate support cases and can slow down the review process. Please reply within the original email conversation whenever possible.
If you have not received a response after five business days, please check:
- Your spam folder
- Your junk folder
- Your promotions folder
- Whether you entered your email address correctly
- Whether your inbox can receive new messages
You may then send a brief follow-up using the same subject line.
5. Product Information Requests
Before purchasing, you may contact us for general product information.
Our team may be able to assist with questions concerning:
- Product dimensions
- Approximate capacity
- Materials
- Colours
- Package contents
- Care instructions
- Intended use
- Microwave suitability
- Dishwasher suitability
- Gift suitability
- Available styles or variants
- Product restocking
Product details are also displayed on the relevant product page. Customers should review the entire product description, available photographs, measurements, options, and notices before completing a purchase.
Some items may feature handmade, artisan-style, reactive-glaze, irregular, or hand-painted characteristics. Minor differences in glaze, pattern placement, colour, size, or shape may be part of the intended design.
If you require a specific feature for safety, medical, professional, or accessibility reasons, please contact us before purchasing. General product information provided by our customer-service team is not professional medical or safety advice.
6. Order Status Questions
After placing an order, customers may contact us to confirm:
- Whether the order was received
- Whether payment was accepted
- Whether the order is processing
- Whether the order has shipped
- Whether tracking is available
- Whether multiple packages are expected
Before contacting us, please review your:
- Order confirmation email
- Shipping confirmation email
- Tracking link
- Customer account, if applicable
- Spam and junk folders
Orders generally require 1–3 business days for processing before shipment.
Standard delivery is estimated at 7–10 business days after processing, although carrier, customs, regional, weather, and operational delays may affect actual delivery times.
Tracking information may require 24–72 hours to begin updating after a shipping label is created.
7. Shipping Address Changes
If you notice an error in your delivery address, contact us immediately at:
Include:
- Your order number
- The incorrect address
- The complete corrected address
- A telephone number where required by the carrier
We will make a reasonable effort to update the order before fulfillment. However, address changes cannot be guaranteed once processing or shipment has begun.
Customers are responsible for reviewing the following information before submitting an order:
- Recipient name
- Street number and street name
- Apartment or unit number
- City
- Province, state, or region
- Postal or ZIP code
- Country
- Telephone number
CozySip.store is not responsible for delays or failed deliveries resulting from inaccurate information supplied by the customer, except where applicable law provides otherwise.
8. Order Cancellation Requests
To request cancellation, contact us as soon as possible after placing your order.
Please include:
- Your order number
- Your full name
- The email address used at checkout
- A brief cancellation request
We will attempt to cancel orders that have not yet entered fulfillment. Cancellation is not guaranteed because orders may be processed automatically and transferred to a fulfillment facility shortly after purchase.
Once an order has shipped, it cannot ordinarily be cancelled. You may request an eligible return after delivery under our Return & Refund Policy.
If a cancellation is successfully completed, any eligible refund will be issued to the original payment method.
9. Return Requests
CozySip.store generally offers a 30-day return period for eligible products.
To start a return, email:
Do not send a product back before receiving written authorization.
Your return request should include:
- Your order number
- Product name
- Return reason
- Current condition of the product
- Photographs when relevant
- Confirmation that all accessories and components are included
Approved returns may receive:
- A prepaid shipping label
- Reimbursement instructions
- A designated return address
- Alternative return arrangements
Return instructions may vary by destination and fulfillment location.
Products returned without authorization may not be accepted or may experience substantial processing delays.
Please review our complete Return & Refund Policy for eligibility requirements, exclusions, inspection procedures, and refund information.
10. Damaged or Broken Items
Ceramic and glass products require careful transportation. Although our products are packed with protection in mind, shipping damage can occasionally occur.
If your order arrives cracked, chipped, shattered, scratched, crushed, or otherwise damaged, contact us within seven calendar days of delivery, whenever reasonably possible.
Provide:
- Your order number
- Photographs of the entire product
- Close-up photographs of the damage
- Photographs of the internal packaging
- Photographs of the external package
- A photograph of the shipping label
Do not discard the product or packaging until we confirm whether additional evidence is required.
If the product contains dangerously broken glass or sharp ceramic pieces, place safety first. Keep the item away from children and pets and handle it with appropriate protection.
After verification, we may offer a replacement, full refund, partial refund, or another suitable remedy.
11. Incorrect Items
If you receive a product that does not match your order confirmation, contact us promptly.
Please do not use the incorrect product.
Send:
- Your order number
- A photograph of the item received
- A photograph of the package contents
- A photograph of the product label
- A photograph of the shipping label
Once reviewed, we may arrange a replacement, refund, or approved return at no additional cost.
Minor variations in colour, glazing, handcrafted details, or pattern placement do not necessarily mean that the wrong product was sent.
12. Missing Products or Components
Some orders are shipped in multiple packages and may arrive on different days.
Before reporting an item as missing, please review:
- All available tracking numbers
- Shipment confirmation emails
- Package contents
- Whether another parcel remains in transit
If the complete shipment has arrived but an item or component is missing, contact us and identify what was not included.
Examples may include:
- A mug
- A saucer
- A lid
- A spoon
- A gift box
- A decorative accessory
- Another product from the order
Include a photograph of everything received and the shipping package.
We may review fulfillment records, carrier information, and package details before providing a resolution.
13. Delivered but Not Received
If tracking shows that your order was delivered but you cannot locate it, please first:
- Check your front door, back door, garage, and other safe locations
- Ask household members
- Ask nearby neighbours
- Check parcel lockers
- Contact your building reception or property manager
- Contact the local carrier
- Review delivery photographs, where available
- Wait until the end of the delivery day
Carriers sometimes mark parcels as delivered shortly before final placement.
If the package remains missing, contact us with your order number and confirmation of the steps taken.
We will assist by reviewing available carrier and tracking information. Packages correctly delivered to the address supplied by the customer may require a carrier claim, building investigation, or local report.
14. Lost or Delayed Shipments
A shipment is not automatically considered lost merely because tracking pauses.
Tracking may temporarily stop updating while a package is:
- In international transit
- Awaiting customs clearance
- Moving between carrier networks
- Awaiting a local delivery scan
- Delayed by weather or transport disruption
If the estimated delivery window has passed and no meaningful update is available, contact our support team.
We may investigate with the carrier or fulfillment partner.
If the carrier confirms that the package is lost, we may offer:
- A replacement
- A refund
- Another appropriate remedy
Delivery estimates are provided in good faith but are not guaranteed arrival dates.
15. Refund Questions
Once a refund is approved and issued, it will generally be sent to the original payment method.
Financial institutions may require additional time to post the refund.
Typical bank or card processing may take:
5–10 Business Days
In some cases, it may take longer depending on:
- The payment provider
- The card issuer
- The customer’s country
- Currency conversion
- Banking weekends and holidays
If you receive a refund confirmation but cannot see the amount, contact your financial institution first.
You may then email us with:
- Your order number
- Refund confirmation
- Refund date
- Payment method type
We will provide available transaction reference information where possible.
16. Duplicate or Unrecognized Charges
If you notice an unfamiliar or duplicate payment, please first review:
- Whether multiple orders were placed
- Whether one amount is a temporary authorization
- Whether another household member placed the order
- Whether the statement shows a pending and completed transaction
Some payment providers temporarily display authorization holds that later disappear.
If you still believe a billing error occurred, contact us with your order number and transaction details.
Never send your complete card number or security code.
If you believe your payment method was used without authorization, contact your bank or card issuer immediately.
17. Promotions and Discount Questions
For questions about a discount code, include:
- The exact code
- The product involved
- The date of attempted use
- A screenshot of any error message
- Whether another promotion was already applied
Promotional codes may be subject to:
- Expiry dates
- Product exclusions
- Minimum order requirements
- Single-use limits
- Regional restrictions
- Customer eligibility
- Restrictions on combining offers
Discounts generally cannot be applied after an order has been submitted unless the promotion terms or applicable law require otherwise.
18. Wholesale, Partnership, and Business Inquiries
Businesses, creators, suppliers, and potential partners may contact:
Please use a clear subject line, such as:
- Wholesale Inquiry
- Supplier Proposal
- Collaboration Request
- Media Inquiry
- Business Partnership
Include:
- Your name
- Business name
- Website or professional profile
- Nature of the proposal
- Relevant product or service information
- Preferred contact details
Submitting a proposal does not guarantee acceptance or a response.
Please do not send unsolicited large attachments, confidential proprietary information, or samples without prior approval.
19. Intellectual Property Inquiries
Questions involving CozySip.store content, branding, product imagery, text, or alleged intellectual-property infringement should be sent to:
Include:
- Your full name
- Your organization, if applicable
- Your contact information
- Identification of the protected material
- Identification of the content in question
- A description of your concern
- Evidence of ownership or authorization
- A good-faith statement that the information is accurate
We will review complete and credible notices and may request additional documentation.
Submitting false or misleading intellectual-property claims may have legal consequences.
20. Privacy and Personal Information Requests
Privacy-related questions and requests may be sent to:
Use the subject line:
Privacy Request
Depending on applicable law, customers may request information concerning:
- Personal information collected
- Correction of inaccurate information
- Deletion of eligible information
- Marketing preferences
- Withdrawal of consent
- Access to personal data
- Questions about service providers
To protect customer privacy, we may ask for reasonable identity verification before completing a request.
Please do not send identity documents unless specifically requested through an appropriate process.
Some information may need to be retained for legal, tax, fraud-prevention, dispute, accounting, or order-record purposes.
21. Marketing Communication Preferences
You may unsubscribe from promotional emails by:
- Selecting the unsubscribe link in an eligible marketing email
- Contacting support@CozySip.store
- Updating available account preferences
Unsubscribing from promotional messages does not prevent us from sending essential transactional communications, such as:
- Order confirmations
- Shipping notifications
- Delivery updates
- Return instructions
- Refund confirmations
- Security messages
- Responses to customer-service requests
Please allow reasonable time for preference updates to take effect.
22. Accessibility Assistance
We aim to make our shopping and customer-service experience clear and accessible.
Customers who need reasonable assistance communicating with us may contact:
Please describe the type of assistance needed without disclosing unnecessary sensitive information.
Where reasonably possible, we may provide support through an alternative written format or communication method.
23. Complaints and Dispute Resolution
We take customer concerns seriously.
To submit a formal complaint, include:
- Your full name
- Order number, where applicable
- Detailed explanation of the issue
- Relevant dates
- Previous communication
- Supporting evidence
- The resolution you are requesting
Use the subject line:
Formal Customer Complaint
We will review the circumstances and make a good-faith effort to provide a fair response.
Where a matter cannot be resolved directly, customers retain any rights available under applicable consumer-protection law.
Nothing on this page prevents a customer from contacting an appropriate regulatory body, consumer-protection organization, payment provider, or court where legally permitted.
24. Legal Notices
Formal legal correspondence may be sent to:
CozySip.store
1545 Avenue de la Montagne E
Québec, QC G3K 1P5
Canada
A copy should also be emailed to:
Legal communications should clearly identify:
- The sender
- Contact information
- Relevant parties
- Nature of the notice
- Applicable order or transaction
- Requested action
- Any response deadline
- Supporting documents
Email alone may not satisfy formal-service requirements under applicable law. The sender remains responsible for using any legally required method of delivery.
25. Security and Fraud Reports
Please report suspicious activity involving CozySip.store, such as:
- Fraudulent websites
- Impersonation
- Phishing emails
- Fake social-media accounts
- Unauthorized payment requests
- Suspicious messages claiming to represent us
Send reports to:
Include screenshots, message headers, links, and other relevant details where safe to do so.
CozySip.store will never ask customers to provide passwords, full payment-card details, or banking credentials through unsolicited messages.
Do not open suspicious attachments or provide confidential information to unknown senders.
26. Communication Standards
We are committed to respectful and professional communication.
We ask customers to avoid:
- Threatening language
- Harassment
- Discriminatory statements
- Repeated spam
- Fraudulent claims
- Abusive or intentionally disruptive conduct
We reserve the right to limit communication channels where a person engages in serious harassment, threats, fraud, or abuse.
However, we will continue to provide legally required information and reasonable assistance regarding valid outstanding transactions.
Our team will also make reasonable efforts to communicate respectfully, clearly, and fairly.
27. Third-Party Service Providers
CozySip.store may rely on third-party providers to operate its online store and fulfill customer requests, including:
- Shopify
- Payment processors
- Shipping carriers
- Fulfillment facilities
- Email providers
- Customer-service platforms
- Fraud-prevention services
- Analytics providers
We may need to contact or coordinate with these providers when investigating:
- Delivery issues
- Payment questions
- Refund delays
- Fraud concerns
- Technical problems
Third-party providers may have their own support procedures, terms, and privacy practices.
Where possible, we will guide customers to the appropriate contact path.
28. Language of Communication
Customer support is primarily provided in English.
Depending on staff and service availability, assistance in other languages may be limited or supported through translation tools.
For legal or complex matters, customers should ensure that their request is clearly written and, when necessary, obtain an accurate translation.
Where mandatory language requirements apply, CozySip.store intends to comply with applicable obligations.
29. Updates to Contact Information
We may update our:
- Business address
- Telephone number
- Customer-service email
- Support procedures
- Response times
- Department contact methods
Changes will be published on CozySip.store.
Customers should use the contact details shown on the current version of this page rather than relying on information copied from unofficial websites, old messages, advertisements, or third-party directories.
The “Last Updated” date at the top indicates when this page was most recently revised.
30. Official CozySip.store Contact Summary
For convenience, our main contact information is repeated below:
CozySip.store
Business Address:
1545 Avenue de la Montagne E
Québec, QC G3K 1P5
Canada
Customer Support Email:
support@CozySip.store
Customer Support Phone:
(416) 858-3157
Website:
CozySip.store
For return requests, always contact us before sending merchandise.
For order inquiries, include your order number.
For damaged or incorrect products, include clear photographs.
For privacy requests, use the subject line “Privacy Request.”
For formal complaints, use the subject line “Formal Customer Complaint.”
At CozySip.store, we want every interaction to feel calm, thoughtful, and welcoming. Our goal is not only to offer charming mugs and drinkware but also to create a dependable shopping experience inspired by the warmth and simplicity of a Cozy Scandinavian Cafe.
Thank you for visiting CozySip.store. We appreciate the opportunity to assist you and look forward to helping make your everyday coffee and tea moments feel a little more comfortable.