FAQ

Orders & Production

How long does production take?
Most items are made to order and ship in 2–5 business days.

Where are items made/shipped from?
We work with Printify’s network of print partners in the US and Canada. Your order ships from the facility closest to you that has your item in stock.

Will my order arrive in one package?
Maybe not. If you ordered different items (e.g., a mug + towel), they may ship from different facilities and arrive in separate packages with separate tracking.

Can I change or cancel my order?
We start production quickly. Email shopcozycounter@gmail.com within 1 hours of ordering after production starts, changes or cancellations aren’t guaranteed.

I didn’t get an order email what do I do?
Check spam/promotions and verify your email at checkout was correct. If you still can’t find it, contact us with your name and order date.

Shipping

Where do you ship?
We currently ship to Canada and the United States (more regions coming soon).

How long does shipping take?
After production, most deliveries take 2–8 business days depending on the destination. Holidays and remote areas may add time.

Do you offer tracking?
Yes. You’ll receive a tracking email for each package. Tracking can take 24–48 hours to update after a label is created.

My tracking says “delivered,” but I don’t have it.
First check with household members/neighbors and your local carrier office. If it doesn’t turn up within 2 business days, email us with your order number.

Will I pay customs/VAT?
Orders shipping within Canada/US typically don’t incur duties. International regions (when available) may charge import fees/VAT at delivery unless we pre-collect them—details will be shown at checkout.

Returns & Replacements

What’s your return policy?
Because items are made to order, we accept returns/replacements only for defective, damaged, or incorrect items.

How do I report an issue?
Email shopcozycounter@gmail.com within 14 days of delivery with your order number, a short description, and photos of the issue + packaging if damaged. We’ll replace it (or refund if a replacement isn’t possible).

What doesn’t qualify for return?
Change of mind, minor color/placement variation, normal wear, or damage from improper care.

The address was wrong, can you reship?
If a package returns to sender, we can reship to a corrected address (additional postage may apply).

Products & Care

What materials do you use?

• Towels: Cotton Twill, soft & absorbent

• Aprons: lightweight, comfortable, adjustable

• Mugs: ceramic (11oz/15oz), dishwasher & microwave safe

• Totes: sturdy fabric with reinforced handles

How do I care for textiles?
Cold wash, gentle cycle, tumble dry low. Avoid bleach to keep colors cozy.

How durable are the prints?
Prints use durable, water-based inks designed for everyday use. Mugs are dishwasher safe; textiles hold up well with gentle care.

Will colors match exactly what I see on screen?
Slight variations are normal due to different screen settings and print processes.

Do you offer gift messages or gift receipts?
Not at the moment but we hope to add this feature in the near future.

Payments, Taxes & Discounts

What payment methods do you accept?
Major cards, Apple/Google Pay, and Shop Pay (availability may vary).

Do you charge sales tax?
Applicable taxes are calculated at checkout based on your shipping address.

Do you offer discount codes?
Yes! Join the newsletter for 10% off your first order and early access to drops.

Wholesale & Custom

Do you do wholesale or custom prints?
We can accommodate select wholesale or custom projects. Email shopcozycounter@gmail.com with quantities, deadlines, and the designs you’re interested in.