Frequently Asked Questions
At KOZY, we believe comfort should be effortless, for both you and your pet. Here you’ll find answers to our most commonly asked questions about shipping, product care, returns, and more. If you need additional assistance, our concierge team is always happy to help at hello@thekozybed.com.
Product Care
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Each KOZY bouclé cover is fully removable and machine washable. Simply unzip and remove the cover, then wash on a gentle cycle with mild detergent. Tumble dry on low or air dry for best results. To remove creases, use a handheld steamer. Avoid bleach or harsh cleaners to preserve the fabric’s softness and durability.
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KOZY beds include removable, waterproof liners that protect the memory foam from spills and accidents. These liners should not be machine washed. Instead, wipe them down with a damp cloth and mild soap as needed, and hang dry completely before reassembling.
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The orthopedic memory foam base should always remain inside its protective waterproof liner. Never submerge or machine wash the foam, as this can cause damage. If spot cleaning is needed, allow the foam to fully air dry before putting it back together.
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We recommend lightly vacuuming or using a lint roller to remove pet hair and debris. You can also rotate the bed occasionally to ensure even wear. Between washes, refresh with a pet-safe fabric spray or deodorizer for a clean, inviting feel.
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Your KOZY bed arrives thoughtfully vacuum-sealed for safe, efficient delivery. When opening, carefully cut along the plastic—avoid using sharp blades to prevent damage. Once unwrapped, place the bed on a flat surface and allow 24–72 hours for the foam to fully expand to its intended shape. You can gently steam the cover to smooth any creases. No assembly is required.
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Absolutely. Every KOZY bed is crafted from materials that meet the highest global safety standards. Our fabrics are OEKO-TEX® STANDARD 100 certified, ensuring they’re free from harmful substances, while the memory foam base is CertiPUR-US® certified, made without ozone depleters, heavy metals, formaldehyde, or harmful flame retardants. You can rest easy knowing your KOZY bed is safe for your pet—and for your home.
Shipping
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Every KOZY bed is carefully packaged, vacuum-sealed, and shipped directly from our Miami, Florida warehouse to your door. Each order is handled with care to ensure it arrives quickly, beautifully, and stress-free.
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Orders are processed within 1–2 business days. As soon as your KOZY bed ships, you’ll receive a confirmation email with tracking information so you can follow its journey home.
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Standard Shipping: Always free and typically arrives within 3–7 business days.
Expedited Shipping: Available at checkout for an additional fee for faster delivery.
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We currently ship within the continental U.S. only. International shipping options will be available soon—stay tuned!
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All KOZY orders are shipped through our trusted partners UPS and FedEx to ensure safe, reliable, and timely delivery.
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At this time, we do not ship to P.O. Boxes. Please provide a physical address at checkout to ensure smooth delivery.
Returns & Exchanges
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Because each KOZY bed is sealed for freshness and hygiene, we cannot accept returns once a bed has been opened. KOZY beds may only be returned if the original packaging remains unopened, unused, and vacuum sealed.
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Returns must be initiated within 14 days of delivery. To start a return, please contact our concierge team at hello@thekozybed.com within that timeframe for detailed instructions.
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Return shipping costs to our KOZY warehouse are the customer’s responsibility. Once your return is received and inspected, if it is unopened, unused, and in brand-new condition, a refund will be issued to your original payment method. Please allow up to 10 business days for the refund to appear on your statement.
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If your KOZY bed arrives damaged or defective, please contact our concierge team immediately at hello@thekozybed.com. We’ll gladly arrange a replacement.
Exchanges for reasons other than damage or defect are not currently available. -
All Bespoke KOZY (XL custom orders) are final sale and cannot be returned or exchanged.
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We are not responsible for packages that are missing after proof of delivery has been confirmed to the correct address. If you did not receive your order, please contact us immediately at hello@thekozybed.com so our team can assist and help investigate with the courier.
Warranty
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Yes! Every KOZY bed comes with a 1-Year Limited Warranty. We proudly stand behind the quality of our craftsmanship—each bed is designed to deliver lasting comfort and timeless style you and your pet can rely on.
10-year No-Sag Guarantee
We stand behind the integrity of our orthopedic foam base. If your Kozy bed’s foam core permanently sags or loses more than 25% of its original height within ten (10) years of normal indoor use, well replace the foam at no cost to you.
This warranty covers the structural performance of the foam only and is valid for the original purchaser with proof of purchase.
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Our warranty covers defects in materials or workmanship under normal indoor use, including:
• Foam that permanently loses shape or support within the first year
• Zippers or closures that fail due to a manufacturing defect
• Seams or stitching that come undone under normal, indoor use
Please note: KOZY beds are designed for indoor environments only. Exposure to moisture, direct sunlight, or outdoor elements may void the warranty.
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Because pets are delightfully unpredictable, our warranty does not cover:
• Normal wear and tear from everyday use or washing (including minor fabric pilling or fading)
• Damage from chewing, scratching, digging, or accidents (such as rips, tears, or stains)
• Damage caused by rough handling, misuse, or improper cleaning
• Stains, odors, or damage resulting from incorrect washing methods
• Exposure to outdoor elements, moisture, or direct sunlight
• Custom or Bespoke KOZY (custom orders)
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Email our KOZY concierge team at hello@thekozybed.com within 12 months of purchase.
Include your proof of purchase and clear photos of the issue.
Once reviewed, our team will guide you through the next steps.
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Approved claims are typically processed within 10 business days. Please note that shipping fees, if applicable, are not covered under warranty.
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At KOZY, we believe your pet deserves comfort as enduring as your bond. Our beds are crafted with the same care and quality found in premium human mattresses—designed to provide lasting support, restorative rest, and timeless beauty in your home.
10-year No-Sag Guarantee
We stand behind the integrity of our orthopedic foam base. IF your Kozy bed’s foam core permanently sags or loses more than 25% of its original height within ten (10) years of normal indoor use, well replace the foam at no cost to you.
This warranty covers the structural performance of the foam only and is valid for the original purchaser with proof of purchase.
Didn’t find what you’re looking for?
Our team is always happy to assist. Reach out to us, we’d love to help.
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