You can track your order via the order confirmation email you received
after your purchase. There you will find a link where you can enter your order
number and email to see the latest carrier updates.

• First, check your spam/junk folder. If you still don’t see it, email us at contact@hozzko.com with your full name and the date of purchase so we can locate your order.

• Check with household members and neighbours and look around your property. If you still can’t find it, contact the carrier directly with your tracking number.

• We start processing orders quickly, so address changes aren’t guaranteed. Contact us as soon as possible; if fulfillment hasn’t started yet, we’ll do our best to update it.

• Orders are processed and dispatched within 1–2 business days.
• Standard service typically takes 3–9 business days after dispatch (processing time not included).
• Free Standard Shipping on orders $150+ in most Canadian provinces and $225+ in the remaining provinces (after discounts, before tax). T-shirts and throw blankets ship free on any order amount.
• We ship with trusted carriers including Apple Express, Canada Post, and UPS, and peak periods (sales events, Black Friday, Boxing Day, etc.) may cause slight delays.

• Returns are accepted only for damaged products, not for cosmetic damage to outer packaging or minor variations in colour/print/wrinkling from transit.
• You have a 7-day window from the delivery date (courier timestamp) to report damage and must provide clear photos of the item, the damage, the shipping label, and the inner/outer packaging (an unboxing video helps).
• If your claim is approved, we issue store credit as a digital gift card for the product price (including applicable taxes). Original shipping fees are non-refundable.
• Personalized/engraved items can only be returned if the product itself is damaged or we made a mistake with the personalization.

• A pre-order is an item not yet available at our fulfillment centres but already in transit; you purchase it in advance and it ships as soon as it arrives, usually around the estimated date shown on the product page.
  
• Pre-orders cancelled within 7 days of purchase are refunded to your original payment method. After 7 days, cancellations and approved returns are issued as store credit.

• Can be cancelled within 12 hours of placing the order. Once production has started, they become non-cancellable and non-refundable, except if the item is defective or we made an error, in which case our damage/returns policy applies.
  
  

• We ship from more than one location. Certain products are sent directly from our HOZZKO studio, while others are fulfilled by our trusted shipping partner. Because of this, your items may ship in multiple packages and arrive at different times.
• You’ll receive tracking details for each shipment, and the rest of your order should follow shortly.
  
  

• Orders are usually processed and dispatched within 1–2 business days (Monday–Saturday, excluding Canadian holidays).
  
  

• Once dispatched, standard shipping typically takes 3–9 business days, depending on your province and carrier. Peak periods (Black Friday, Boxing Day, big sales) may add a small delay.
  
  

• Yes. We offer free standard shipping once your cart reaches the minimum for your region, and T-shirts & throw blankets ship free on any order amount. Your exact free-shipping threshold is shown at checkout.
  
  

• We ship with trusted carriers such as Apple Express, Canada Post, and UPS. The carrier is chosen automatically based on your address and service level.
  
  

• We currently accept returns only if the product arrives damaged or defective. Cosmetic damage to outer packaging, minor wrinkles, or small colour variations are not considered defects.
  
  

• Contact us within 7 days of delivery with photos of the item, the damage, the shipping label, and the packaging (an unboxing video helps). Once approved, we issue store credit for the product price including applicable tax.
  
  

• Each product page includes a Size Guide with measurements and “best fit” recommendations. If you’re between sizes, we usually suggest choosing based on your preferred fit (extra cozy/oversized vs. more regular).
  
  

• Our products are designed to be soft, cozy, and Made to Hug, using carefully chosen fabrics. Details on shell, lining, and filling (plus any certifications like OEKO-TEX®) are listed on each product page in the Materials section.
  
  

• Please refer to the care label inside your item and the Care section on the product page. In general: wash on a gentle cycle, avoid harsh bleach, and tumble dry low or hang to dry to preserve softness.
  
  

• We aim to show accurate colours, but monitor settings and lighting can create slight differences between what you see on your screen and the product in real life.
  
  

• Certain candles, tins, trays, and accessories offer engraving or personalized text options. These will clearly display a personalization box on the product page.
  
  

• Because we start production quickly, changes are only possible within a short window after purchase. If you notice a mistake, contact us immediately with your order number and the correct text. Once engraving has started, we can’t modify it.
  
  

• Personalized / engraved items are final sale once production has started and cannot be cancelled or returned unless the product itself is damaged or we made an error in the personalization.
  
  

• If the engraving or customization doesn’t match what you entered or the item is damaged, contact us within 7 days with photos and your order number. We’ll review and, if approved, issue store credit or a replacement according to our damage policy.
  
  

• We offer digital e-gift cards for both brands. They’re delivered by email and can be used at checkout on our website. Both brands share the same checkout, so either card works across the store.
  
  

• You can choose “Send now” or schedule a date (perfect for birthdays and holidays). The recipient gets an email with their code, and you’ll receive a confirmation.
  
  

• Gift cards are non-refundable and not redeemable for cash, except where required by law. If you return an order paid with a gift card, any refund is issued back to the same gift card or as store credit.
  
  

• Yes. As long as the code hasn’t been fully used, we can resend the original email to the purchaser’s address after verifying the order details.
  
  

• We accept the payment options shown at checkout (credit/debit cards and other secure payment methods), processed through our payment providers.
  
  

• Enter your code at checkout before paying. Some promotions can’t be combined and may have minimum spend, expiry dates, or product exclusions—details are always mentioned in the promo.
  
  

• A pre-order is an item you buy before it’s in stock at our fulfillment centre. It will ship as soon as it arrives, usually around the estimated date shown on the product page.
  
  

• You can usually cancel a pre-order before it ships for a refund to your original payment method. Once it’s shipped, any request is handled under our Returns & Refund Policy.
  
  

• We love partnering with creators who share our cozy vibe. To apply, email our Partnerships Team at contact@hozzko.com with your social links and a short introduction
  
  

• Affiliate and ambassador questions (links, codes, commissions, program rules) are handled by our Partnerships Team, not general customer support. Please email contact@hozzko.com and mention “Affiliate/Ambassador” in the subject line.
  
  

• You can find our full Terms of Service, Shipping Policy, Return & Refund Policy, Privacy Policy, and Purchase Options Cancellation Policy in the Policies section of our website.
  
  

• We collect and use your information to run the store, process orders, prevent fraud, and (if you opt in) send marketing. Data may be processed by Shopify and other service providers in Canada, the U.S., and other locations. We do not sell your personal information.
  
  

• Email contact@hozzko.com with the subject “Privacy Request” and we’ll help you access, update, or delete your personal data, subject to legal obligations.