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Frequently asked questions

Orders

How can I check if my order has been received?


You will get an order confirmation to your email shortly after completing your order.




Can I amend my order after I've placed it?


Unfortunately it is not possible to subsequently change sizes or colors of products, or to add or delete products. Be sure to carefully review your order details before finalizing your purchase.




Can I combine my orders?


Unfortunately it is not possible to combine your orders. If necessary, please contact our customer service.




Can I cancel my order after I've placed it?


Unfortunately it is not possible to cancel your order. Once your order arrives, you can return the product(s) to receive a refund, please follow the instructions here: https://www.hurtta247.com/return-policy




Where do I see if the item is available?


On the product page under 'Color' and 'Size' we indicate if the particular color and/or size is available.




When will my order ship?


We aim to ship your order within 1-2 business days (business days do NOT include weekends or public holidays). You will receive a shipping confirmation via email with a tracking number once the order has been shipped.





Account

Do I need to create an account to shop with you?


You don't need to have an account to shop Hurtta products. However, having an account can save you time e.g. during checkout as it securely saves your address and payment details for future purchases & also to see your purchase history. It is not mandatory if you just want to place an order.




How do I log in to my account?


If you already have an account, just click 'Sign in' at the top right-hand corner of the screen and enter your login details. This will be your email address and the password you used when you created your account.




How do I change my account settings?


To change the settings of your Hurtta account, please go directly to Profile. There you have the possibility to change your mobile number, e-mail address, delivery and/or billing address.




How do I change my email address?


To change your email address of your Hurtta account, please go directly to My Account. There you have the possibility to change your e-mail address. Please note that this new email address will be your new login credential as well.




I'm having trouble signing into my account


Email Address: Please check that you are using the correct email address that you linked to your account. Password: Check CAPS Lock and NUM Lock on your keyboard. If you're sure you're using the correct email address, try to reset your password by clicking 'Forgot Password' on login. If these weren't helpful and you still cannot sign into your account, please contact our customer service.




How do I create an account?


Creating a Hurtta account is quick and easy. Just follow the following simple steps and you'll soon be ready to order. 1. Click the 'Sign in' which can be found on the top-right corner of your screen. After this click 'Create an account'. 2. Enter your details and click on 'Create account' after accepting Terms & Conditions. 3. Once you have completed your registration, you will receive a confirmation email. You can then just sign in and start shopping.




I have forgotten my password, what do I do?


Click on 'Forgot your password' and enter your email address and click 'Send'. You will receive an email with a link in it (please note: this email may take some time to reach you and could appear in your spam / junk folder). Click on the link in the email when you receive it, and you'll be directed to enter a new password. You can then use the new password to login to your Hurtta247 account.




How do I delete my account?


If you'd like to delete your account, please contact our customer service. The law does not allow the complete deletion of order data until a certain time limit has expired. Contact our customer service if you need more information. Please note that we can only delete your account if: - There are no open amounts due - You do not have a refund still in process or due - None of your orders are currently in shipment If your account does not meet the conditions above, we can not delete it immediately. Where possible, please resolve any open matters. For open refunds and orders currently in shipment, we kindly ask for your patience. If you ordered less than 30 days ago, your account will be deleted as soon as the return period is over.





Shipping

Do you ship to my country?


We currently offer online sales in the United States.




COVID-19 effects on shipping times


At the moment we are not facing any difficulties or delays with shipping due to COVID-19. We update the situation on this page regularly.




Shipping methods and times


We currently only offer a standard delivery. We are based out of Florida, so delivery times range from 3-7 business days depending on your location. A tracking number will be emailed to you once your order has been shipped. Please follow the tracking information for a more accurate ETA.




How much does shipping cost?


We charge a standard flat rate shipping charge of $8.00.




Can I change my shipping address subsequently?


Unfortunately it is not possible to change your shipping address after the order has been placed.




How do I track my order?


Once your order has been shipped, you will receive an email notification including a tracking number. You can then use it to track your order on the courier's website.





Returns and Refunds

General info about returns


Check out your product at home. If it for some reason does not fit or otherwise meet your expectations, you have the right to return it within 30 days of receiving the shipment. This is how it works: • Hurtta America will gladly accept returns of items in new, re-sellable condition within 30 days from the delivery date. We recommend carefully trying on your new Hurtta products indoors, keeping the packaging intact. •Returns must meet the following criteria: Item is free of dirt, hair, odor, and is in re-sellable condition Item is being returned within 30 days of delivery date. Item was purchased from Hurtta247.com. Items that do not meet these criteria will not be considered for return. • Please send back returns to the address below: Hurtta247 – Returns RA# (Your Order Number) 5657 45th St. West Palm Beach, FL 33407 • Customer is responsible for return shipping costs. We recommend selecting a shipping method that includes a tracking number. • Include a brief explanation of your return and clearly write your RA# on the outside of the package. • We will notify you by email when your return has been processed. Please allow up to 2 billing cycles for the credit to appear on your credit card statement. Please note that shipping charges are not refundable.




What is the time limit for returns?


You have the right to return the product(s) within 30 days of receiving the order.




How do I return my order?


Please visit https://www.hurtta247.com/return-policy for more information.




Can I exchange items?


Exchanges are handled as separate transactions. Please place a new order for the desired item, then follow the return process below. Your return will be credited to your credit card once we receive it.




Can I return something that was not ordered from the hurtta247.com website?


Please understand that we are only able to accept items purchased in our hurtta247.com website.




When will I receive my refund?


We handle returns within 10 business days once the return has arrived at our warehouse.




How much does it cost to return?


Customer is responsible for return shipping costs. We recommend selecting a shipping method that includes a tracking number. If there is a manufacturer defect on your product, please contact customer service and our Hurtta rep will be glad to further assist you.





General Questions

Where to buy if I live in Canada?


Please check out our Retailers page https://www.hurtta247.com/retailers to find locations in Canada.




Newsletter subscription


If you already have a customer account, you can sign up for the Hurtta America newsletter by logging in to your account and clicking on "Settings". If you do not have a customer account, you can sign up for the newsletter at the bottom of the front page. Just add your name and email address and click "Submit".





Products

Which coat is best for my pup?


Different weather and different adventures call for different coats. Check out our Compare Coats page to see the differences in our warm wear and rain wear.




Differences between Monsoon Coat and Drizzle Coat


Monsoon coat and Drizzle coat have been designed to offer protection for your dog’s key muscle groups, and both jackets cover the legs, bum, and belly. The waterproof surface material is soft and comfortable. The biggest difference between Monsoon Coat and Drizzle Coat is that Drizzle has foil on the inside of the jacket. The foil reflects the dog’s body heat and gives the jacket significant extra warmth which makes it perfect for the colder spring and autumn days.




Differences between Expedition Parka and Extreme Warmer


Expedition Parka and Extreme Warmer have been designed to keep warm and protect your dog’s key muscle groups. Both jackets cover the legs, bum, and belly with waterproof surface material that is soft and comfortable. Expedition Parka is a perfect basic winter jacket which covers your dogs back and biggest muscles. The shell material of this jacket is made of very durable fabric. Extreme Warmer is the warmer jacket of the two as it has heat reflective foil lining, which gives significant additional warmth for the dog by reflecting the dog's body heat back. The jacket also has a hood which can be used to cover the dog’s ears. For dogs who get easily cold the Extreme Warmer would be a better choice because it offers better coverage than the Expedition Parka.




Differences between Downpour suit and Rain Blocker rain jacket


Downpour suit and Rain Blocker rain jacket are designed to protect your dog in changing weather conditions with durable, waterproof outdoor fabrics. Both jackets cover the back, bum, belly, and forelegs. Downpour suit protects your dog in the best way as the jacket covers your dog’s legs and has high, protective collar. Sizes M and L have the possibility to adjust the length of the leg sleeves from inside the product. Rain Blocker protects your dog better than a traditional rain jacket. It has long foreleg sleeves, high and protective collar, and a long hem. The jacket also has the possibility to adjust the back length.





How to maintain my Hurtta gear?

Maintaining my Hurtta gear.


If you keep your dog's favorite apparel and gear in good condition, it will perform better and last longer. We recommend washing your dog’s clothes at least once or twice a year or when switching from one season to another. We also recommend washing the product when it becomes dirty. Here is a link to the Hurtta websites Care Instructions: https://www.hurtta247.com/care-instructions

It’s very important to wash the product according to its care instructions and let it air-dry properly before putting it away in between seasons. If you pack and store dirty or damp product, it most likely starts to smell.

If the product starts to smell after using or while storing it, first thing to do is to wash it by following the product’s care instructions. Dirt from outdoor adventures, oil from the dog’s skin or dog’ hair can be the reason for the smell. If the product still smells after washing and drying it, we recommend airing it up outside.
If these tricks won’t help, there are special odor removers for clothing on the market. It is important to check that the odor remover is suitable for waterproof outdoor clothes. We also recommend trying the odor remover first in a small area to avoid e.g. stains on the fabric.





Payment

Which payment methods do you accept?


We accept all major credit cards. We do not accept Paypal at this time.




Can I change the chosen payment/shipping method afterwards?


We only offer a standard flat rate shipping charge of $8.00.




Why isn’t my coupon code working?


Please check CAPS Lock and NUM Lock and make sure there is no additional blank space in front of or after the code. If the code still doesn't work, please contact our customer service.