FAQ

Currently, we only sell our products exclusively on this website.

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If you require the help of our Customer Success team, please send us a message via our contact page.

Absolutely! Just contact our wholesale team at wholesale@coushy.com

We accept all major credit cards, PayPal, Gpay, and Apple Pay. We have also partnered with Afterpay and Sezzle to offer you interest free installment options.

At this time, we do not accept cash, checks or money orders.

If you’re using a computer, please refer to the steps below:

• Add the item(s) you wish to purchase in your cart.
• Click on the “VIEW CART” button.
• Review your order. Once completed, click on the “CHECKOUT” button.
• On the customer information page, enter your coupon code in the designated box and click “APPLY”.
• You should see the new order total once the code has been applied.

If you’re using your mobile phone or a device with a small screen, please follow the steps below:

• Add the item(s) you wish to purchase in your cart.
• Click on the “VIEW CART” button.
• Review your order. Once completed, click on the “CHECKOUT” button.
• Click on “SHOW ORDER SUMMARY” to see the designated coupon code box.
• Enter your coupon code in the box and click on the “->” button.
• You should see the new order total once the code has been applied.

There are few reasons why a coupon code cannot be applied to an order:

• The code is no longer valid. Most of our codes have an expiration date. So if your code is not working, it’s possible that it’s already past the expiry date.

• The code has already been used. Most of our coupon codes are single use. If you have already used a coupon code in the past, you will likely not be able to use it again for a second purchase.

• Your code didn’t meet the minimum order requirement. Some of our codes have a minimum order requirement.

• The item you're purchasing is already discounted. Most of our codes only apply to regular-priced items.

• The item you're purchasing is a limited edition item.

If you encounter problems getting your coupon code to work, please reach out to our Customer Success team via our contact page and we’ll do our best to help you.

Unfortunately, only one coupon code can be used per order on our website.

In most cases, coupon codes would only apply to regular-priced items. They won’t apply to shipping fees and limited edition items.

No worries! Just send your coupon code to our Customer Success team via our contact page and we’d be happy to honor the discount for you.

Our fulfillment team tries to process orders as quickly as possible. In most cases, we can no longer make changes or cancel an order after it has been placed. However, if your order requires changing and you catch us before your order is shipped, our Customer Success team may still be able to cancel/change it for you. Please contact them via our contact page.

Once you’ve placed your order, you will receive an order confirmation email containing your order number. If you created an account on our website, you can locate the order confirmation there as well. If you still can’t find your order number, please feel free to reach out to our Customer Success team via our contact page.

The easiest and fastest way to locate your package is to use the tracking link or number sent to you after your order is shipped. You could opt to be notified whenever there’s a new update by inputting your email address or mobile number to the designated field on the tracking link. you can also use our tracking page to know the status of your package.

If you wish to get more information regarding the delivery status of your order, we recommend reaching out to the shipping carrier directly. They have access to the delivery status of your order so they could assist you better. Please use the tracking number associated to your order when inquiring about your package.

It rarely happens, but if the courier couldn’t assist you, please don’t hesitate to get in touch with our Customer Success team via our contact page so they could help you with your concern.

While we’re not responsible for lost/stolen packages once the courier marks them as delivered, we’d be happy to help you locate your missing order. Please follow the steps below:

• Check with your family or neighbors as it’s possible that one of them received the package on your behalf.
• Check exterior doors or other places where the courier may have left your package (e.g. behind a plant). There's a possibility that the courier left the package out of plain sight to ensure its safety (especially since these parcels do not require a signature).
• If the package isn’t with your family or neighbors, please contact the courier and inquire about your package using the tracking number you received from our shipping confirmation email. It’s possible that the package is still with them and they just mistakenly scanned it as “Delivered”.
• If you still can’t locate the package after this, please let our Customer Success team know that your order is missing and share your order number with them. You may reach our Customer Success team via our contact page.

Below are the common reasons why packages get sent back to us:

• The address on file is incorrect. To ensure the smooth delivery of your package, please double check your shipping address before placing your order.

• The recipient isn’t available to accept the delivery.

• The recipient or a family member refused to accept the delivery.

If the courier wasn’t able to successfully deliver the package, they’ll hold on to it in a nearby distribution center. If the retaining period is exceeded and the package remains unclaimed, it gets returned to the sender.

If your package has been returned to us, we’d be happy to reship. Simply send your updated shipping address and order number to our Customer Success team via our contact page. We can also provide a refund (less shipping and handling charges).

This rarely happens, but in the event that it does, please let our Customer Success team know via our contact page. We'll do our best to sort things out for you by sending the correct items and arranging any necessary returns. Thank you for your patience and understanding!

Our fulfillment team tries to process orders as quickly as they can. On average, they process/ship orders within 1 to 2 business days.

Yes, it is! We offer free standard shipping. All orders are processed and dispatched within 1-2 business days.

Our current estimated transit times for orders going to the US(Contiguous USA) are 2 - 5 business days once shipped. 

While we can give you an estimate on when you are likely to receive your order, we can’t guarantee the delivery date/time. In most cases, packages would arrive within the shipping time frame. However, there are times that our partner couriers may face circumstances outside their control which could cause delivery delays.

In cases like this, we recommend reaching out to the courier directly as they can provide you with more information regarding the cause of the delay and new delivery time. Please use your tracking number to inquire about your package. You may also reach out to our Customer Success team via our contact page and we’ll do our best to assist you.

Unfortunately,  we’ll not be able to cover or refund any duty fees incurred by your local laws. In most cases, VAT and customs fees will not apply due to the relatively low value of the shipment. However, we still encourage checking the customs and VAT laws of your local region before making a purchase.

We have four warehouses in the USA. Depending on your product and inventory quantity, we will chose the appropriate warehouse to get your order in the fastest possible time.

Currently, we are only shipping orders to the USA. We are in the process of expanding to more countries.

We guarantee that your Coushy will transform your sitting comfort. That’s why every Coushy product (except those purchased during limited-time sales events) comes with a 100-day money-back guarantee.

If your Coushy doesn’t work for you for any reason, you’re 100% covered — simply reach out to our customer success team via our contact page and let them know why the product didn’t work for you. They will provide you instructions on where to send the product and once we’ve received the item back in good condition and its original packaging, we’ll provide you with a full refund for the item you purchased.

If you’ve paid for shipping, please be advised that we won’t be able to refund the shipping fee as the payment goes directly to our shipping partners. Please also note that all products purchased via limited-time sales events (Black Friday, clearance, etc.) are considered final and are not eligible for returns or exchanges.

Please note, you will be responsible for any shipping related charges. If we are required to pay any customs duties/fees then it will be deducted from the refund amount(we will provide you the proof charges). If the item gets lost during the shipping process, we will not be liable for any kind of refund. Learn more

At coushy, we stand behind the quality of our products 100% & that's why we provide industry leading warranty.

In the unlikely event that you aren’t blown away by the quality of your Coushy or you happen to encounter a manufacturing defect, let us know within 5 years from the date of purchase and we’ll exchange your Coushy for a new one, free of charge.

Just reach out to our customer success team via our contact page and let them know what you’re experiencing so we can make it right. Please note that we can only offer replacements of the same product that you originally purchased. learn more.