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Customer Service

Call us at: 1-844-488-6183

Email us at: info@kozykraft.com

Kozy Kraft

1315 22nd Ave. N.W.

Sidney, MT. 59270

Shipping & Delivery

It is always our intent to process and ship out orders as quickly as possible. Please see below for some commonly asked questions relating to shipping.

Where will you ship?

The information here is primarily for Ground Shipping to the 48 Contiguous United States and Canada. We also can ship most items to AK and HI. Under each product, it will state if this is an option, if you do not see it as an option, please call us for a quote. We do have the ability to ship some items internationally so please call to inquire.

When it says "Free Shipping in the Contiguous US" what does this mean?

This means the shipping is free in the Contiguous US 48 states. This does not include AK or HI.

How long will it take to get to me once it has shipped?

If you are in the 48 Continental United States or Canada, your item will typically take 3-7 business days via UPS or FedEx as well as Common Carrier items. Alaska and Hawaii can take a little longer, 4-10 business days is common. Please do not count weekends. UPS will not deliver on Saturday, however FedEx does in some residential areas if shipping ground.  This map will help you see how many business days your order will take to get to you once it is shipped.  *Please note, FedEx does not guarantee these transit times for ground shipping, this is meant to be a guide to give you an idea of transit times.*

 

                       

 

Subject to the Tariff/Terms and Conditions of Service, UPS guarantees on-schedule delivery of packages, shipped via UPS's services that are listed as guaranteed, or will refund your transportation charges. Guaranteed Service is not available in all areas and does not apply to shipments containing a package with an Additional Handling or Large Package surcharge. Scheduled business days and delivery schedules are revised occasionally due to changes in distribution and volume, especially during holiday periods. Service to some remote areas also may require additional delivery days. For current delivery schedules, service availability and information, and a description of the UPS service Guarantee, see the UPS Rate and Service Guide. The most up-to-date transit time details will be available at ups.com/ctc at the time of shipping. Certain commodities and high value shipments may require additional transit time for customs clearance.

 

Do you offer expedited shipping?

On each product order page on our site, there is a Shipping Information area that explains the shipping information of that product. In many cases, especially with our many hand crafted water fountains, there is a specified production time before the item is shipped out. If you order Expedited Delivery, that production time still applies before the item ships out. You will see the expedited shipping options under each product if expedited shipping is available. You must select it here for your order to be processed with expedited shipping. Also, don't count weekends in your overnight, 2 or 3 day expedited delivery. For example, if you order an item that ships out same day if your order is in by 11AM on a Friday morning and select overnight delivery you will not receive the item until Monday. UPS does not delivery on Saturdays.

Will I incur any additional fees shipping to Canada?

Yes, typically you will be charged a brokerage charge for shipping to Canada. We are not responsible for any brokerage charges on any packages shipping to Canada. Those charges come from a combination of Canadian Customs and the shipping companies, like UPS and FedEx. We cannot control these costs as they are not charges that kozykraft.com charges.

We only charge the regular Shipping & Handling charge. On top of that, generally, the higher the value of the item, the higher the brokerage charge, and we have no way of knowing how much those brokerage charges are. So, if your package is shipping to Canada, you may want to consider this before you place your order.

With larger fountains that ship LTL (common carrier), a broker may be needed. We will contact you to get your broker information at the time of your order. If you don't have a broker and we have to assign one, there may be additional charges (Approximately $100 or less). We will notify you of these charges before shipping your item if you don't provide us with broker information. Again, this is only for some large items that ship via Common Carrier.

What shipping method will be used?

We use UPS and FedEx or USPS for delivery of most products. The exception is the larger water fountains over 150 lbs. or volume orders. These may ship Common Carrier.

Where will my product ship from?

We are located in Montana. Some of our products are shipped from our own warehouse here, and some are shipped from our associated warehouses in California, Oregon, Texas, North Carolina, Pennsylvania, New York, and Louisiana.

When will my order be processed?

Generally, your order will be processed after funds are cleared.  We will process any orders that come in on a business day before 2:00PM MST the same business day. Any orders that come into us on Saturday, Sunday or a legal holiday will be processed the next business day. Also, with UPS, the FIRST business day is always the day AFTER we ship your order. For example, if we ship your order to UPS on a Monday to UPS the first business day is Tuesday. Again, this is after the processing time on our website if one applies.

Will I receive a tracking number for my order?

Most of our items ship out from various warehouses we will use your email address in the shipping software to generate an automated email to you. If you don't see one be sure to check your junk or spam folders.

If your order has a longer production time we will send you tracking once it leaves the warehouse. If you don't receive a tracking number and it is past the production time of your order please request you’re tracking number by emailing us via the contact us form. Include your invoice # and name in your email. We will not be able to provide a tracking number until the item has actually shipped so if there is a processing time for your item, a tracking number will not be available until the order it ready and shipped.

What if my product is damaged in transit?

Shipping damage rarely occurs but if you do see damage of your product you must report it right away, within 24-48 hours of receiving your item.

Larger items shipped via Common Carrier should be opened in front of the driver and inspect all items. Note any damage on the delivery receipt and refuse shipment. If the driver has departed, you MUST report damage to info@kozykraft.com at 406-488-6183 within 48 hours (Monday-Friday). After 48 hours, you will be responsible to file a claim with the carrier. If you cannot open the package in front of the driver take pictures of the box or packaging before opening it. All damage must be documented or photos taken of packaging to get any type of shipping claim. Items shipped via UPS, FedEx or USPS: Open as soon as possible upon receipt. Any damage should be reported to info@kozykraft.com 406-488-6183 within 24-48 hours.

 

Security/Privacy

kozykraft.com understands that you want to know how information about you is used and shared and knows the importance of protecting your credit card information. This Privacy Notice describes the kozykraft.com policy for online customer privacy. By visiting or using kozykraft.com, you are accepting the policies described in this Privacy Notice. We may modify or add to this Privacy Notice, so we encourage you to review it periodically for updates. If the Privacy Notice content is changed, we will include a message on our Web site to inform you of the update.

kozykraft.com understands that you want to know how information about you is used and shared and knows the importance of protecting your credit card information. This Privacy Notice describes the kozykraft.com policy for online customer privacy. By visiting or using kozykraft.com, you are accepting the policies described in this Privacy Notice. We may modify or add to this Privacy Notice, so we encourage you to review it periodically for updates. If the Privacy Notice content is changed, we will include a message on our Web site to inform you of the update.

  1. Information You Providekozykraft.com receives, stores and uses the information you provide us. For example, our site's Membership Form and Order Form requires users to give us contact information (such as your name and e-mail address). Your contact information is used to communicate with you and send you information about our Web site. Financial information that is collected is used only to bill you for products and services. We also use information you provide in order to respond to your questions and to customize your shopping experience.
  2. Cookies. "Cookies" are programs we transfer to your hard drive which are alphanumeric identifiers. We use your Internet Protocol (IP) address so that our systems recognize your browser in order to help us diagnose problems and to administer our Web site. For example, our site uses cookies to keep track of your shopping bag and ordering history. We also use cookies to collect information that will educate us on such things as search engine referral, how you navigate around our site, responses to email, unique visitor identification, and product browsing and purchasing information. For example, the information may assist us in better understanding your interests in our Web site and how to better serve those interests and provide you with more personalized product offerings.
  3. Children. kozykraft.com does not sell products for purchase by children. Although we sell products intended for use by children, those products are intended for purchase by adults. If you are under 18, you may use kozykraft.com only with permission of or supervision by a parent or guardian.
  4. Web Beacons.  A "Web Beacon" is an object that is embedded in a web page or email that is usually invisible to the user and allows website operators to check whether a user has viewed a particular web page or an email.  Company may use Web Beacons on the Website and in emails to count users who have visited particular pages, viewed emails and to deliver co-branded services.  Web Beacons are not used to access users' Personally-Identifying Information.  They are a Technique Company may use to compile aggregated statistics about Website usage.  Web Beacons collect only a limited set of information, including a Web Cookie number, time and date of a page or email view and a description of the page or email on which the Web Beacon resides.  You may not decline Web Beacons.  However, they can be rendered ineffective by declining all Web Cookies or modifying your browser setting to notify you each time a Web Cookie is tendered, permitting you to accept or decline Web Cookies on an individual basis.
  5. Analytics.  We may partner with selected third parties to allow tracking technology on the Website, which will enable them to collect data about how you interact with the Website and our services over time.  This information may be used to, among other things, analyze and track data, determine the popularity of certain content and better understand online activity.
  6. Aggregated and Non-Personally-Identifying Information.  We may share aggregated and Non-Personally Identifying Information we collect under any of the above circumstances.  We may also share it with third parties and our affiliate companies to develop and deliver Identifying Information we collet with additional Non-Personally Identifying Information collected from other sources.  We also may share aggregated information with third parties, including advisors, advertisers and investors, for the purpose of conduction general business analysis.  For example, we may tell our advertisers the number of visitors to the Website and the most popular features or services accessed.  This information does not contain any Personally-Identifying Information and may be used to develop website content and services that we hope you and other users will find of interest and to target content and advertising.

 

Returns & Replacements

At kozykraft.com we want you to be 100% satisfied with your purchase. You can have the confidence that you can return or exchange your product within 30 days of receipt of your item if you are unsatisfied with your purchase. Some items (such as customized products) may not be eligible for return.

HOLIDAY GIFTS PURCHASED NOVEMBER 1- DECEMBER 31 ARE ELIGIBLE FOR RETURN UNTIL JANUARY 31.

How to Return an Item:

  1. Contact us at info@kozykraft.com or 406-488-6183 to receive return authorization. A return address will be emailed to you. Returns without authorization are subject to additional restocking fees.
  2. You must carefully package your product in the original packaging with all instructions and parts. Enclose a note in the box with your name, address, and order number. We will not be responsible for any lost or damaged shipments back to our warehouse. 
  3. Ship the item back to the address given in the return authorization using an insured shipping carrier. Be sure to insure your item for the purchase price of the product. kozykraft.com will not be responsible for any damages or losses incurred in return shipping. If damages occur in return shipping, you will be responsible to file a claim with the carrier you choose. You are responsible to ship the item back at your expense.
  • If the item is damaged during return shipping and you did not select to insure the package, you will not receive a refund from kozykraft.com or the carrier you selected.   

About Refunds:

Your refund will be issued within 5-7 business days from the time we receive your item. Although we process your refund as quickly as possible, there are often further delays with your credit card or bank processing the refund. All returns must arrive at our warehouse in resalable condition otherwise we reserve the right to withhold any or all of your refund.

If you purchased your item using a Gift Certificate or a portion of a Gift Certificate, that portion of your credit for your return will be given back to you in Gift Certificate form. There will be no cash returned for purchases made using a Gift Certificate.

Canceling Orders

After 24 hours there may be a cancellation fee depending on where your product is in production and what work has been done. This typically applies to items that are made to order but could apply to specialty items as well.

Refusing Delivery

If you refuse delivery of your item without notifying us within 24 hours your refund will be subject to shipping costs incurred to ship the item to you as well as the cost to have the item come back to us.

Defective Product

In the unlikely event you receive an item with a defect, you must notify us within 7 days of receiving the item and we will replace the item or defective part at no extra charge to you.

Damages

With proper reporting of damages, we can quickly ship you a new product with no additional cost to you. With all damages please take pictures immediately of the product and packaging as this will be requested by all shipping carriers.

Items shipped via UPS, FedEx or USPS must be opened as soon as possible upon receipt. Any damage should be photographed and emailed to info@kozykraft.com within 24 hours.

Larger items shipped via Common Carrier MUST be opened in front of the driver and all items must be inspected. Note any damages on the delivery receipt and refuse the shipment. If the driver does not allow you to inspect the package, you must note on the Bill of Lading that you were unable to inspect the package and there is possible unseen damages. If the driver has departed you MUST report damage to Serenity Health at info@kozykraft.com or 406-488-6183 within 24 hours. After 24 hours, you are responsible to file a claim with the carrier. If you cannot open the package in front of the driver take pictures of the packaging to assist us in the claims process. 

Ordering

If you have any questions about your order, you can visit your account on our website in the navigation bar.  We only accept on line orders, no phone orders.  All your past orders are kept in your account history and you can access this information any time.

Payment, Pricing & Promotions

We accept PayPal payments to protect you and your information.  The prices on our website are already low, but from time to time we offer special limited-time promotions and coupon codes.  Each sale or coupon has specific terms or use and any questions should be sent to us via email.  If you have questions regarding the price of an item or the amount paid for an order, please send an email that details the order number, date and your question and we'll get back to you as soon as possible.

Viewing Orders

View your past orders on Your Account tab at the top of the website.

Updating Account Information

You can update your account information anytime by clicking My Account at the top of this site.  You can edit your shipping and billing address, email address, and contact information.