FAQ

FREQUENTLY ASKED QUESTIONS

These FAQ refer primarily to making purchases online through kozaimodern.com. They apply mainly to North American customers. For overseas orders and back-order or over-size items, please contact the gallery directly by phone or email info@kozaimodern.com. Please note that only lighting items are currently available for purchase online.  For furniture and all other items, please contact the gallery directly.

Payment 

We accept most major credit cards, including Visa, Mastercard, and American Express, as well as payment via Pay Pal. All payments for online purchases are processed via Pay Pal’s secure servers. You do not have to be a registered user of Pay Pal to make an online purchase by credit card. Please note that all payments will be billed in Canadian dollars.

Product Availability

Availability for each item is indicated under the listing for that item. We strive to keep inventory of all listed items in Vancouver. Occasionally it is necessary to source an item from the workshop, in which case the item must be ordered directly from the gallery and two to six weeks may be required for delivery.

Shipping & Handling

For available items, we aim to ship within two business days of receiving an order. We normally ship via Fedex ground service. Within the continental USA and Canada, delivery is typically within 4-7 business days depending on destination. Shipping and handling costs are charged at flat rates based on item weight and dimensions. Shipping costs do not normally include weekend deliveries.

Addresses in Hawaii, Alaska, Canadian far north and Mexico usually entail a delivery surcharge -- please order directly from the gallery.

Sales Tax & Customs Duties

Orders to U.S. addresses are not subject to sales tax. Canadian orders are subject to HST. There are no additional charges for either Canadian or U.S. customs duties and fees.

Order Cancellation

You may cancel orders for items that have not yet shipped or which are on backorder. Once items have shipped, cancellations cannot be accepted.

Returns

If an item arrives at the final destination in a package with visible damage, you must note this in writing with the shipper before accepting delivery. In the case of damage to the contents of the shipment, please then notify us immediately so that we can arrange a return, replacement, refund or credit, as appropriate to the situation. Please be sure to retain the original shipping carton(s) and all packing materials in case an item needs to be returned to us. If possible, please photograph any damage to the carton or product.

We must be notified of any damage claim within a maximum of 7 days of receipt of the damaged goods in order to seek redress from the shipping carrier.

Our Warranty

We make every effort to ensure that the specifications, description, photos and pricing for each product on the Kozai website are as current and accurate as possible. And we hope that you will be completely satisfied with your purchase from us. But if for any reason you are not completely satisfied with a purchase from the Kozai online shop, we will accept returns which are shipped within 15 days of your receipt of the item. A refund of the purchase price less shipping costs and a 20% re-stocking fee will be issued for merchandise returned to us in its original condition. Returns must be in the original cartons and packing material, unless damaged in the original shipment (and notified to us within 7 days of receipt). Under no circumstances will returns be accepted which are shipped after 15 days of your receipt of the item.

Product Assembly

Certain items may require simple assembly. For example, the base is sometimes shipped disconnected from the shade or frame to avoid damage to the shade in shipping. Where assembly is required, we strive to include clear assembly instructions. If at any time you encounter problems with the assembly of any item, please don’t hesitate to call or email us to clarify an appropriate solution.

Pendant lights and wall sconces require hardwiring to switched junction boxes (j-box) and should be installed by a qualified professional.

Country of Origin

Most of the products offered on the Kozai Modern website are designed and crafted either in Canada or Japan, unless indicated otherwise. Electrical components and some bases and/or mountings for Japanese lights are equipped in North America in order to comply with North American safety standards (UL/CSA).

Lighting Certification 

Wherever possible our lighting products have been tested by ETL Semko and carry the ETL or similar mark, unless noted otherwise under the listing for that product. The ETL mark is your assurance that your lighting product has been tested and found to be in full compliance with all UL and CSA standards. 

Your Privacy

Kozai Modern is unequivocally committed to respecting and protecting your privacy and any personal information that you provide to us in placing an order. We will not under any circumstances collect, use or disclose your personal information to any third party individuals, groups, or companies.

Our Website

Every effort has been made to ensure that the specifications, prices and other information on our website are as accurate as possible. But it is always a good idea to check with the gallery directly regarding available designs, dimensions, woods, wood finishes, fabrics, pricing and delivery lead times.