Product

1. I’m interested in one of your items but it is out of stock, when can I expect it to come back in stock?

   We do our best to keep our items in stocks. Therefore, if the item that you are interested is out of stock, you may place the order, and we will directly ship it from the factory to you, which will take 2-3 weeks. Or, you may contact us to know a more precise estimated time of arrival.

2. What if I need more information on a product?                                                

   Our product comes directly from the manufacturer. You can follow us on Facebook or send your message to info@kossmai.ca. Our customer team will reply you within 24 hours. 

3. Are the colours portrayed on the website accurate

   Our team works exceptionally hard to display product colours and textures accurately. However, relative inconsistencies may exist from one display monitor to another.

4. Do all products require assembly?

   The furniture require assembly. An instruction manual and  all the tools are included in the box.

5. Does the cushion include a cover and an insert

   Yes. A cover and an insert are in the box. Please follow the instruction to put them together.

Orders

1. What payment methods do you have? Is it safe to place an order on your site?

   Yes, absolutely safe. We accept payment via Credit Card (Visa, Mastercard, American Express, Diner’s Club, Discovery) and other payment methods (Apple Pay and Shop Pay).

   Payment information is encrypted and protected by an SSL certificate provided by Shopify. Credit cards will be charged upon check out in full. Payment information, including credit card information is never stored or saved by KOSSMAI INC. under any circumstances. Orders will be processed once the proper funds have cleared. 

2. Do I get an order confirmation?

   Yes, an order confirmation email is sent to you when you place the order. If you fail to receive a confirmation after submitting your order, please contact us at info@kossmai.ca. 

3. How do I track my order?

   As soon as your order is fulfilled from one of our warehouse locations, you will receive the confirmation by email with your tracking number on it, you can click on the URL to track your order for the latest update.

4. How do I apply a coupon code?

   You can apply your discount code at checkout. You’ll see a blank box called “Gift card or discount code”. Simply enter the coupon code into the box, and click “Apply”. If successful, your order summary will reflect the discount immediately. The coupon codes cannot be paired with another discount or sale. You can only apply one coupon code per order at checkout.

5. Do you charge sales tax?

   Yes, you will incur sales taxes. However, they will be calculated based on the province you are shipping your order to. If you have a tax free exemption card, please contact by  emailing info@kossmai.ca 

6. I would like to make a change to my order, how do I proceed?

   Once your order is placed, we process the order the same day. To get your parcel in a quick efficient manner items get processed quickly.

   • If you would like to purchase other items, it is processed as a new order.
   • If you would like to remove an item at the same day after placing the order, please contact our Customer Service info@kossmai.ca immediately.
   • If your parcel has not yet been shipped out from our warehouse, it's possible to cancel an order.
   • If the parcel has been shipped out from the warehouse, please wait until it arrives at your home, and contact our Customer Service info@kossmai.ca.  Canceling an order after it has been processed may result in a restocking fee.

7. If I am expecting a refund, how will that be processed?

   It will be refunded directly to the credit card used to place the order. You will receive a confirmation notification and you should see it on your bank statement in a matter of a few business days. Refunds can take up to 30 days to be processed.

Shipping

1. What kind of delivery method is offered with my order?

   UPS Standard Ground. While your parcel is shipped out, you get an confirmation email and you should track the result on www.ups.com

2. Can I choose my delivery day and delivery address?

   Yes. Before shipping, our Customer Service team can help to update the delivery information.

   Please first contact our Customer Service at info@kossmai.ca. If the parcel has been shipped out from our warehouse, please keep in contact with UPS Customer Service.

3. Why is the tracking result not showing updates?

   Most of our shipments are delivered on time, but some may experience delays and fewer updates during transit or show no movement until they reach your local delivery hub. Please track your parcel frequently for updates.

   Please note that we do not take responsibility for delays due to weather and Covid-19 restrictions. Please be patient and contact UPS Customer Service as you need. Thank you.