Shipping policy
Last updated: January 18, 2026
This Shipping Policy explains how CozyTrue™ (“we,” “us,” or “our”) processes and ships orders.
By placing an order on our website, you agree to the terms below.
Order Processing Time
Orders are typically processed within 1–3 business days (excluding weekends and holidays).
Processing time includes:
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order verification
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quality checks (when applicable)
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packaging and supplier handling
During high-demand periods, processing may take longer.
Shipping Times
Shipping times vary depending on your location and the fulfillment center handling your order.
Estimated shipping time is typically 7–20 business days after processing.
Please note:
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Shipping times are estimates and not guaranteed.
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Delivery delays can occur due to customs, carrier delays, weather, or peak seasons.
Shipping Costs
Shipping costs are displayed at checkout.
Some items may qualify for promotional shipping offers (if available), which will be shown during checkout.
Tracking Information
Once your order ships, you will receive a tracking number by email.
Tracking may take 24–72 hours to update after the package leaves the facility.
If your order includes multiple items, they may ship separately and you may receive multiple tracking numbers.
Split Shipments
Because we fulfill orders through third-party suppliers and warehouses, your order may arrive in multiple packages at different times.
This is normal and does not mean part of your order is missing.
Incorrect Address / Undeliverable Packages
Customers are responsible for entering the correct shipping address at checkout.
If a package is returned to the sender due to:
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incorrect address
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incomplete address
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failure to pick up the package
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refusal of delivery
We may be able to reship your order, but additional shipping fees may apply.
Lost / Missing Packages
If your tracking shows “Delivered” but you did not receive your package, please:
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check with neighbors or household members
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contact your local carrier office
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check any building mailroom/locker areas
If you still can’t locate it, contact us at [your support email] within 7 days of the delivery status update so we can assist.
Shipping Delays
We are not responsible for delays caused by:
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shipping carriers
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customs clearance
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severe weather
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high-demand periods
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events outside our control
Shipping delays alone do not automatically qualify for refunds once an order has shipped.
Customs, Duties & Taxes (International Orders)
International orders may be subject to customs fees, duties, or taxes depending on your country.
These charges are the responsibility of the customer and are not included in the item price or shipping cost unless stated otherwise.
Contact Us
If you have any questions about shipping, contact CozyTrue™ at:
Email: support@potentree.com