Customer Service
Customer Care & Support
At Tcozy, your purchase experience is backed by our dedicated support infrastructure. We guarantee operational transparency, timely communication, and professional resolution for all inquiries.
Official Communication Channels
1. Electronic Mail Support (Recommended)
Email Address: info@tcozy.shop
Please include your 4-digit Shopify order number (e.g., #Tcozy-1001) for all order-status or cancellation inquiries.
2. Telephony Hotline Desk
International Line: +61 (485) 98 23 19
Available for live verbal consultations regarding global logistics status, corporate identity verification, and material compliance updates.
3. Standard Operational Hours
Time Zone Alignment: Monday to Friday, 9:00 AM – 6:00 PM (SGT / Singapore Standard Time).
Inquiries logged during local weekends or statutory public holidays will be seamlessly aggregated and prioritized on the immediate following business day.
Service Level Agreements (Response Windows)
To maintain an uncompromised standard of retail excellence, we operate under strict, audited Service Level Agreements (SLA) to ensure you never experience communication gaps:
| Inquiry Category | Guaranteed Response Time |
|---|---|
| Pre-Purchase & Material Specifications | Within 12 Hours (Business Days) |
| Order Cancellations / Address Corrections | Within 12 Hours (Prior to Logistics Flight Despatch) |
| Transit Tracking Discrepancies & Delays | Within 24 Hours |
| Damaged-on-Arrival Claims (Chipped Ceramics) | Within 24 Hours (Instant Replacement Authorization) |
| Refund Settlement & Warehouse Inbound Logs | Within 48 Hours |
Standard Support Resolution Protocols
A. Real-Time Tracking Issues
If your generated tracking code displays an "Origin Post Preparing Shipment" or stalled carrier scan status for more than 4 consecutive transit days on the route into Singapore, our logistics team will launch an internal priority tracer with the airline courier. If the parcel is confirmed lost in transit, a replacement or immediate USD refund is guaranteed.
B. Immediate Post-Purchase Cancellations
Because our order management system processes allocations to our export partners systematically to maintain free shipping efficiencies, address rectifications or total order revocations must be reported within 12 hours of payment.
Legal Governance & Administrative Headquarters
Tcozy maintains clear, cross-border corporate frameworks. All outward direct consumer relations, support escalations, and fulfillment assurances rendered on www.tcozy.shop are legally governed and backed by our registered parent entity[cite: 1, 2]:
Legal Holding Corporation: BASSIKE RETAIL PTY LIMITED
Australian Company Number (ACN): 135 343 832
Australian Business Number (ABN): 83 135 343 832
Corporate HQ Address: Unit 14, 2 Daydream Street, Warriewood, NSW, 2102, Australia
Please Note: The corporate headquarters listed above is strictly an administrative and registry workspace. No retail product inventories, consumer returns handling capabilities, or unscheduled public walk-in desks are maintained at this location. For localized return authorizations, please contact our email help desk to secure pre-paid return shipping labels.