Faqs
Top Frequently Asked Questions
How long will it take to receive my order?
Typically, orders are processed and shipped in one business day. Smaller items (FedEx) are delivered in 3-7 days and larger items that need to ship with specialized carriers and usually take 2-3 weeks.
Due to the impact of COVID-19, our industry is experiencing significant supply chain challenges and transportation delays. We are doing our best to project accurate shipping dates; however, please note that these could change. We apologize for any disappointment or inconvenience.
Do you offer financing?
Yes, we are pleased to offer financing for consumer-friendly terms to split purchases into monthly installments. You can call 205-417-4900 to apply for financing or clink our Financing page. Note that all terms are exclusively between the consumer and financing party.
Do you have Stocked Items?
I am missing assembly instructions, how do I get them? All assembly instructions are included with your piece. Please check all zippered pouches or compartments first. If you’re still unable to locate the instructions, please contact us for assistance.
What if I don’t like what I ordered?
Please see our return policy.
Ordering, shipping and Delivery
How do I track my order?
You can log-in to your account to review your order and track shipping. You can also contact us directly for assistance.
What happens if I miss my delivery?
If you are not available to receive your order at the time of your scheduled delivery, redelivery charges will apply to have the order rescheduled. You will be contacted by a Kozzi Homes Customer Service representative who will advise of the attempt fee charge and collect payment. The attempt fees will need to be paid within 72 hours of notice; otherwise, the order will be cancelled. Once the order has been returned to our warehouse and inspected, you will be refunded less the full shipping cost of the order (shipping cost to you and return shipping).
What if I need to change my delivery date?
If you are needing to reschedule your delivery, you can contact the carrier to schedule a new date. Note that all delivery updates/changes must be made PRIOR to the day of scheduled delivery. Any updates made to an order on the delivery day will have attempt fees applied to the order and must be paid before delivery can be made.
Note: The carrier can only hold orders for up to 14 days. If you are scheduling delivery past this timeframe, then storage charges will apply.
What happens if I refuse delivery?
If you refuse a non-defective/non-damaged item, you will be responsible for the return shipping costs. When the item is received back at our warehouse and inspected, you will be refunded less the return shipping cost.
If you refuse a defective/damaged item, contact Kozzi Homes customer service to
receive a claim form so we can further assist you.
I’m missing parts, What do I do?
Please check all zippered pouches or compartments. If you’re still unable to locate the parts, please contact us for further assistance.
I ordered multiple items, but they did not arrive together, where are they?
Ordering, shipping and Delivery
How do I track my order?
You can log-in to your account to review your order and track shipping. You can also contact us directly for assistance.
How will my order be delivered?
If you have selected Standard Shipping, this service includes a delivery appointment and a threshold delivery to the first dry area/garage or lobby/service area of a high-rise building. Smaller items may be shipped with FedEx, UPS or another similar small parcel carrier. All shipments will require a signature upon delivery.
If you have selected White Glove Shipping the delivery service will include a delivery appointment, inside delivery to the room of choice, up to 1 flight of stairs. Additional flights of stairs may be available; however, there may be a small additional fee per extra flight.
What happens if I miss my delivery?
If you are not available to receive your order at the time of your scheduled delivery, redelivery charges will apply to have the order rescheduled. You will be contacted by a Kozzi Homes Customer Service representative who will advise of the attempt fee charge and collect payment. The attempt fees will need to be paid within 72 hours of notice; otherwise, the order will be cancelled. Once the order has been returned to our warehouse and inspected, you will be refunded less the full shipping cost of the order (shipping cost to you and return shipping).
What if I need to change my delivery date?
If you are needing to reschedule your delivery, you can contact the carrier to schedule a new date. Note that all delivery updates/changes must be made PRIOR to the day of scheduled delivery. Any updates made to an order on the delivery day will have attempt fees applied to the order and must be paid before delivery can be made.
Note: The carrier can only hold orders for up to 14 days. If you are scheduling delivery past this timeframe, then storage charges will apply.
What happens if I refuse delivery?
If you refuse a non-defective/non-damaged item, you will be responsible for the return shipping costs. When the item is received back at our warehouse and inspected, you will be refunded less the return shipping cost.
If you refuse a defective/damaged item, contact Kozzi Homes customer service to
receive a claim form so we can further assist you.
I’m missing parts, What do I do?
Don’t worry, they’re on the way! We ship from multiple warehouses, so it’s likely that your items shipped from different locations. Also, in events when an item is on backorder we will ship the items that are available immediately and the out of stock ones will ship when they are available.
What to do if my order arrived damage or defective?
Kozzi Homes takes great care in how we package our products to prevent transit related damages. However, on rare occasions, our beautiful pieces are handled too harshly, which can result in transit damage from occurring.
If an item arrives damaged, all details of the damage must be noted on all copies of the BOL and Delivery Receipt, which you will be requested to sign at the time of your delivery. Do NOT sign a delivery receipt until you have inspected your order, even if you intend to store your furniture while you await the completion of a home improvement project, move, etc. We will need this for us to assist you with a return or replacement as shipping carriers have strict rules that apply to transit-related claims. Kozzi Homes must be notified about all damages within 24 hours from the time of delivery.
By signing the delivery paperwork without noting a problem with your shipment, you will affirm your item was delivered to you with no damage or defect; thus the delivery company will decline any transit-related claims.
Kozzi Homes vendors do stock thousands of product parts and can promptly send you a spare part in the event of a minor transit issue that does not affect the entire product (ie., damaged leg, missing hardware, etc).
Will I receive multiple deliveries if I selected white glove?
Please note that by selecting an upgraded delivery service, Kozzi Homes will only arrange one single delivery once all the items on your order become available. We can arrange a second shipment at a cost. Please contact us if this is something you would like to do.
When will I be charged for my order?
Your card will be charged immediately upon placing your order.
Where do you ship?
We ship throughout the 48 continental states, except for PO Boxes and APO’s. We do not ship to Canada or Mexico.
How do I know when my order will ship?
You will receive an e-mail notification with tracking information.
Does delivery include assemble/set up?
For UPS, FedEx, and Threshold orders, set-up is not included. Set-up is included if you select to use a White Glove Delivery option (when available).
Will the delivery team take away my existing furniture?
Our delivery agents will not remove your existing furniture.
Do you deliver on weekends?
Saturday delivery options are available for UPS and FedEx, at additional cost. Threshold and White Glove Delivery may be requested through the carrier, but are not guaranteed.
What are the shipping and delivery options?
We offer ground services for smaller items, along with Threshold and White Glove delivery for larger oversized pieces.
Can I get a specific delivery date and time?
No. But for For Threshold and White Glove deliveries, the carriers will call to schedule an appointment date and time.
Will everything ship at the same time?
Ideally, yes, however, there are instances when we may ship your items separately. You will be notified prior to shipping and receive individual tracking information.
How do I check the status of my order?
Your order status can be found under My Account.
Can I place my order over the phone?
Yes, sure! Feel free to contact one of our sales specialists at 205-419-4900
I need to change my order, can I still do that?
You may change or cancel your order anytime before your items ship.
If you would like to make a change to your order, you must inform us as soon as you can by submitting a request. We strive to ship out orders as quickly as possible after they are placed, and that typically only leaves a small window for adjustments to be made. Please note that as a result of our rapid fulfillment times, not all order alteration/cancellation requests can be honored.
Please call us or email hello@Kozzihomes.com
What type of payments do you accept?
We accept all major credit/debit cards at this time. We also offer financing payment options and 90 days same as cash.
Will I pay sales tax?
Sales tax charges are based on the zip code the items are shipped to. We do not collect sales tax for states outside of Arizona, California, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, New Jersey, New York, North Carolina, Ohio, & Texas; however, you may be responsible for reporting your purchase and paying sales tax directly to your state.
Refunds
Refunds can only be issued via the method of the original purchase. If original method of payment is no longer available, we will issue a store credit equal to the amount of the refund. It may take up to 7-10 business days for credit to appear.
Returns and Warranty
I’d like to return an item, how do I do that?
If you are not satisfied with your purchase, you can contact us within 30 days of delivery to arrange a return. Please review our Return Policy
Refunds on returns can only be issued via the method of the original purchase. If original method of payment is no longer available, we will issue store credit equal to the amount of the refund. It may take up to 7-10 business days for credit to appear.
Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded.
Shipping charges, custom and special order furniture, non-stock items and polycarbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.
I need to cancel my order, what can I do?
You may cancel your order anytime before the items ship. Please contact us for assistance.
I haven’t received my refund, who do I contact?
Refunds are typically processed in 3-5 business days and can take your financial institution additional time to clear the funds in your account.
Do I need to keep my original packaging to return an item?
We request you keep your packaging for 30 days, in the event that you decide to return your item(s). All returns must be in the original packaging.
