Shipping policy

SHIPPING AND DELIVERY

Shipping times are estimates and may change. For an updated estimate or information about available options, contact support@thecosmoglo.com.

Nothing in this policy limits any cancellation or refund rights provided by applicable law.

CARRIER HANDLING AND RESPONSIBILITY

Once a shipment is accepted by the shipping carrier, the carrier manages its:

• Transportation and handling

• Routing and delivery timing

• Package placement at delivery

CosmoGlo cannot control the carrier’s handling practices or delivery actions. Responsibility for loss or damage is determined by applicable law and the terms of the sale.

Tracking information is provided so you can monitor your shipment. You may contact the carrier directly about package location or delivery status, or contact support@thecosmoglo.com for assistance.

Refunds, replacements, and other remedies will be provided where required by applicable law. Where no legal obligation applies, assistance or reimbursement may depend on:

• Available SafeShip coverage

• Carrier claim approval

• CosmoGlo’s discretion

Nothing in this policy excludes or limits CosmoGlo’s obligations for defective products, incorrect items, fulfillment errors, or any responsibility that cannot lawfully be excluded.

REPORTING SHIPMENT ISSUES

Please report shipment issues to support@thecosmoglo.com within 14 days of delivery or the carrier’s recorded delivery date, including:

• Missing parts

• Transit damage

• Missing or potentially stolen packages

Reporting promptly helps us investigate and preserve available claim options.

When reporting an issue, please:

• Provide your order number and tracking information.

• Include available photos or videos documenting the issue.

• Retain the product and all packaging.

The 14-day reporting period does not limit rights or remedies available under applicable law. SafeShip and carrier claims may have separate deadlines under their respective terms.

For assistance that is not required by law or covered by an approved claim, additional shipping costs or other expenses may apply. Any applicable charges will be explained before you agree to proceed.

DELIVERY LOCATION

Packages are generally shipped without a signature requirement, unless otherwise specified.

Please choose a safe and secure delivery location that can accommodate your package. We recommend an address where someone can receive it directly.

The following locations are not recommended:

• Parcel lockers

• Shared mailrooms

• Unattended holding areas

If tracking shows delivery but you cannot locate your package:

• Check with household members or building staff.

• Check nearby locations where the carrier may have placed it.

• Contact support@thecosmoglo.com promptly.

Carrier tracking and delivery photos may be considered during an investigation, but do not, by themselves, eliminate rights available under applicable law.

Responsibility for packages missing or stolen after delivery depends on the delivery circumstances, applicable law, and available SafeShip coverage.

PACKAGE DETAILS

• Each light ships individually in its own container and is considered a piece of furniture.

• Accessories ship separately, except phone clips included inside CosmoGlo Light Bundles.

• For UK shipments, review package dimensions before ordering or selecting a delivery location. Some parcel lockers and couriers may not accept oversized packages.

CHANGE OF ADDRESS

You are responsible for providing complete and accurate shipping information at checkout.

Incorrect, incomplete, or invalid addresses may cause:

• Delivery delays

• Misdelivery

• Return-to-sender charges

To the extent permitted by applicable law, you may be responsible for reasonable additional costs resulting from an address error you provided.

To request an address change:

• Contact support@thecosmoglo.com promptly.

• Use the email address associated with your order.

• Provide the corrected shipping information.

Address changes are not guaranteed once an order has entered shipment processing or been handed to the carrier. For security purposes, proof of identity or address may be required before a change is approved.

CUSTOMER-REQUESTED CARRIER CHANGES

Changes requested directly from the carrier after shipment may affect delivery timing and available claim coverage. These include:

• Holds for pickup

• Delivery redirects or reroutes

• Address changes

• Delivery location changes

• Other modifications to the original shipment

To the extent permitted by applicable law, you are responsible for reasonable additional costs and delivery issues caused by a change you request directly from the carrier.

CosmoGlo may be unable to obtain reimbursement for packages delayed, lost, misdelivered, refused, unclaimed, or returned to sender as a result of that change.

Where permitted by applicable law, the following charges may be non-refundable:

• Original shipping charges

• Carrier modification or rerouting fees

• Return-to-sender fees

• Reshipping fees

If a package is returned to CosmoGlo, additional shipping charges may apply before it is resent. Any applicable charges will be explained before reshipment.

This section does not limit remedies required by applicable law or excuse errors caused by CosmoGlo.

INTERNATIONAL SHIPPING

We produce our lights in the United States. Please allow additional shipping and handling time for deliveries outside the continental USA.

Before purchasing:

• Review our available shipping zones.

• Confirm that your delivery location can accommodate the package.

• Review applicable import duties, taxes, and fees.

Forwarding or taking a product outside an approved shipping zone may affect service availability and coverage under our voluntary manufacturer warranty, subject to its terms. It does not eliminate rights that cannot be excluded under applicable law.

New shipping zones will be announced on Instagram. Sign up for our International Launch List to receive shipping zone updates.

Duties, Taxes, and Fees

• USA: International import charges do not apply to domestic shipments.

• Canada: Order pricing includes duties, taxes, and fees at checkout.

• Other international destinations: Purchasers are responsible for applicable shipping charges, import duties, taxes, and customs fees not included or collected at checkout, subject to applicable law. These charges may be assessed separately when the shipment arrives.

If a package is refused because import charges are not paid and is returned to CosmoGlo, any refund will be calculated according to applicable law.

Where permitted, actual shipping, return shipping, and other non-recoverable charges may be deducted. We will explain any deductions.

SAFESHIP DELIVERY ASSURANCE

SafeShip Delivery Assurance provides additional protection for eligible:

• Lost shipments

• Stolen packages

• Packages damaged in transit

Coverage is subject to SafeShip’s terms, exclusions, and claim deadlines.

Selecting or Declining SafeShip

• SafeShip is automatically added to the cart and can be removed before checkout.

• Its charge is displayed before purchase.

• Where applicable law requires affirmative consent for an optional paid service, SafeShip will be offered on an opt-in basis.

• Removing SafeShip declines its additional coverage.

Declining SafeShip does not waive CosmoGlo’s obligations or your rights under applicable law.

Filing a SafeShip Claim

If you purchased SafeShip and your shipment is lost, stolen, or damaged:

• Follow SafeShip’s claim instructions.

• Submit your claim within its applicable deadline.

• Contact support@thecosmoglo.com if you need assistance.

Claim approval is subject to SafeShip’s terms. A claim denial does not, by itself, determine whether you are entitled to a remedy from CosmoGlo under applicable law.

LOST, STOLEN, OR DAMAGED PACKAGES WITHOUT SAFESHIP

If you declined SafeShip and your package is lost, stolen, or damaged, contact support@thecosmoglo.com promptly.

We will review the circumstances and assist with an available carrier claim where appropriate. Carrier claim approval and reimbursement are not guaranteed.

Purchasing SafeShip is not a condition of receiving any refund, replacement, or other remedy required by applicable law.

Packages Potentially Lost in Transit

For our carrier investigation process, a shipment may be treated as potentially lost after seven days without tracking updates.

Please contact us sooner if you become aware of a delivery problem.

Packages Marked as Delivered but Missing

Please notify us promptly if tracking shows delivery but you cannot locate your package.

If it remains missing after three business days, we can review available carrier claim options. You do not need to wait three business days to report the issue.

Delivery scans, photographs, and other evidence will be reviewed. A “delivered” status does not automatically exclude a claim or eliminate rights available under applicable law.

Claim Processing and Remedies

• Carrier and SafeShip investigations may take time.

• Claim timelines do not delay any remedy CosmoGlo is legally required to provide.

• Where reimbursement or replacement is discretionary and depends on an approved carrier claim, we will explain the expected processing timeline.

• Carrier approval does not guarantee discretionary reimbursement.

APPLICABLE LEGAL RIGHTS

This policy applies subject to applicable law.

Nothing in this policy excludes, restricts, or replaces consumer rights, statutory warranties, or remedies that cannot lawfully be waived. If a provision conflicts with a mandatory legal requirement, that requirement controls.

For additional information, review the other policies linked at the bottom of our website, visit our help center, or contact support@thecosmoglo.com.