Damages

In the unfortunate event your unit arrives damaged, please contact us immediately by email, phone, or live chat. If the unit has significant damage and cannot be easily repaired, please refuse the shipment. Shipping damages are insured and we will send you a replacement unit at no cost. We require all damage to be reported at the time of delivery. No exceptions.

We do not cover damages caused during:

• Moving and/or installation in home
• Due to liquid or chemical spills
• Anything outside of normal use or wear

Please take photos of your unit damages and email them to us: support@realcozy.co. We do offer repair kits in the event you accidently damage your unit or if the damages are minor.

Cancellations

Orders can be cancelled at anytime before an item ships, with no fees or penalties. Once an item has been shipped, early-return fees will apply. To avoid any early-return fees, we ask that you try your new furniture piece for at least 7 days from date of arrival. Early return fees include 10% of product purchase price + initial shipping costs (to be quoted). 

High-Rise Buildings/Apartments

High-rise buildings and apartments may require premium services for door delivery. Please check with your concierge or building manager. We are not responsible for any additional fees or charges to bring it up to your room. Return fees will apply if you deny delivery. Contact us for more information.

Lost/Stolen

Realcozy and FedEx take full responsibility for any packages lost during transit. However, if a package is lost or stolen post-delivery, Realcozy cannot be held accountable. We kindly request our customers to keep an eye on tracking updates and ensure someone is present at the time of delivery.

Delivery Acceptance

To ensure the prompt and hassle-free delivery of your orders, we kindly request that customers or their authorized representatives be present at the designated delivery address when our delivery team arrives. In the event of customer absence, which leads to a failed delivery attempt, the following fees may apply:

• Storage Fees: Storage fees of up to $125 per day may be incurred for packages that require temporary storage due to delivery issues.

• Return Shipping Fees: If repeated delivery attempts fail due to customer absence, resulting in the return of the package to us, return shipping fees will be charged.

Additionally, should a customer wish to reship the item after a failed delivery attempt and return, there will be delivery fees associated with the reshipment, with costs starting at an average of $500. Please be proactive in ensuring someone is available to accept your package to avoid these additional charges.

Quality Promise

Every Realcozy product comes with our quality assurance guarantee. If the quality does not meet industry standards, we will make it right.

Our wood furniture products are handcrafted with real wood solids, veneers, and premium grade substrates. Natural features such as knots or grain textures are a part of the real wood aesthetic and do not compromise the unit's quality in any way.

To read more, please visit our Quality Statement.

This page was last updated on 12/4/23.