FAQ

FREQUENTLY ASKED QUESTIONS

These FAQ refer primarily to purchases made 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 at 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 are billed in Canadian dollars.

Product Availability

We strive to keep inventory of lighting and accessories in Vancouver. Occasionally it is necessary to source an item from the workshop, in which case up 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 normally don't include weekend delivery.

Addresses in Hawaii, Alaska, Canada Far North, and Mexico usually incur 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 may be subject to HST. Customs duties may be added to US orders. 

Order Cancellation

Orders for items that have not yet shipped or which are on backorder can be canceled. Once items have shipped, cancellations cannot be accepted.

Returns

If an item arrives at the final destination with visible damage to the packaging, be sure to note this in writing with the shipper before accepting delivery. In the case of damage to the contents of the shipment, please 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. 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 current and accurate. 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 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 items returned to us in their original condition. Returns should be in their original cartons and packing material. Under no circumstances will returns be accepted which are shipped over 15 days after your receipt of the item.

Product Assembly

Certain items may require simple assembly. 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 determine 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. Wherever possible, electrical components and mountings are equipped with certified components complying with North American codes.

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.