01 · Player support
Contact Cozy Parcel support
CozyParcel: Sorting Puzzle (Cozy Parcel) is developed by Ivan Taranets under the studio name GWL Games. Email info@gwl-games.com with your device model, Android / iOS / browser version, app version, level number and a short description of the problem.
A screenshot can help. For purchases, specify Google Play or App Store, the item name, purchase date and order reference if available. Share only the relevant details. Do not send passwords, full payment-card details or private device credentials.
Email Cozy Parcel support →02 · Opening the game
The workshop will not load
- Check your internet connection. Initial access, store purchases and downloading the offline game require internet. Offline & No Ads owners can play offline after the shop shows Ready offline.
- Tap Retry on the connection screen, or reopen the app.
- If a save cannot be opened, use Try again. If a save is waiting to be written, use Retry save and keep the app open.
- Contact support if the problem continues. Keep the app installed and avoid clearing its storage while troubleshooting so you retain the available local save.
03 · Purchases and delivery
A purchase has not appeared
- Open the shop by tapping your coin balance on the main menu.
- Tap Check purchases / Retry while online.
- Keep the game open while it verifies and saves the delivery. Do not buy the same pack again just to resolve a pending delivery.
A pending payment or purchase awaiting store approval is delivered only after it completes and is verified. A cancelled payment does not add coins. Coin packs are optional one-time purchases, not subscriptions.
Google Play: check the purchase using the Google Account used to buy it. For refund options, see Google Play purchase and refund help, or contact us with the order reference.
App Store: for billing and refund requests, use Apple's purchase support.
04 · Restore purchases
Restore Offline & No Ads
Offline & No Ads is a one-time purchase. Restore purchases checks eligible ownership and unfinished transactions with the store used on that platform. It does not grant completed consumable coin packs again or rebuild a lost balance.
- On Android, use Google Play with the Google Account that owns the purchase. On iOS, use the App Store with the Apple Account that owns it.
- Open the app online. If ownership is not shown automatically, open the shop and tap Restore purchases.
- Keep the game open until the shop shows Ready offline. If interrupted, tap Retry download. You do not need to buy the same owned item again.
A new installation needs to download the game files again. Restoring the purchase does not restore the saved game. App Store purchases do not automatically unlock Google Play purchases, and Google Play purchases do not automatically unlock the iOS app.
This purchase removes automatic interstitial advertisements. Optional rewarded videos remain available when you choose them and require internet.
05 · Advertising
Advertisements and earned rewards
After a failed delivery, choose Continue for 900 coins or Watch ad. A successful continue keeps packed parcels, adds 30 seconds to a countdown and 5 moves to a move limit, where those limits apply, and reopens expired timed boxes. Empty boosters can be replenished by completing an optional video. No reward is given for an early close unless the advertising provider confirms it was earned. Video duration and availability vary.
If no video is ready, check your connection and try again later. Missing automatic advertisements never block moving between levels. Earned rewards waiting for a save are retained for retry. Settings > Ad privacy choices is available when required by Google's consent platform.
06 · Your device save
Keeping your progress
Levels, stars, the remaining coin balance, boosters, collections, daily claims and the current game are saved together. Purchase restoration and game-save recovery are separate.
Android
Progress is stored in private app files. The progress folder is eligible for Android system backup and device transfer, depending on your device and backup settings. A compatible backup may restore progress, but backup and recovery are not guaranteed. Clearing app storage or uninstalling can remove the local save. Avoid either action when investigating missing coins or a save error.
iOS
The app keeps two checkpoints in the device-only Keychain. If you reinstall on the same iPhone and those records remain accessible, the saved game can load automatically. iOS does not guarantee that Keychain records survive every uninstall. Device resets, loss of both copies or changes to Keychain access can prevent recovery. Previously spent coins are not added again.
Web
Progress belongs to that browser's local website storage. Clearing site data or changing browsers can remove or separate the saved game.
Android system backup is separate from a GWL Games cloud-save service. Support cannot recreate a lost local balance from a store purchase restore. Completed consumable packs are not re-issued as new coins.
07 · Daily activities
Rewards, quests and stars
Daily rewards: claim one calendar gift per local day. The cycle has 31 gifts, including a bigger reward on day 31. Missing a day does not restart the cycle.
Daily quest: complete five different levels during the same local day, then claim the reward on the Daily quest screen. Repeating the same level counts once that day. The quest resets at the next local day.
Stars: finish within 60 seconds of active play for three stars, within 120 seconds for two, or take longer for one star. Some levels also have their own countdown or move limit.
08 · Data requests
Privacy and data deletion
Read the Cozy Parcel Privacy Policy for information about saves, device backups, advertising, purchases and support data.
To request access, correction or deletion of information held by us, email info@gwl-games.com. For deletion, use the subject Cozy Parcel Data Deletion and identify the information concerned. Opening the email link does not send a request or delete anything automatically.
There is no game account to delete. For device-only saves and separate system backups, see how to remove data. Clearing local storage removes the current local save and coin balance; it does not cancel or refund store purchases. Existing system backups are managed separately.