Customer Service and FAQ

DHL is our primary shipping partner for all markets. We offer both standard and express shipping. The delivery time with DHL is approximately between 2-6 business days depending on the choice of shipping method.

Please see country specific delivery estimations for both standard and express deliveries here from our "Shipping & Delivery" page.

Customs, Duties and Taxes

For more information and more specific questions, please visit our "Customs, Duties & Taxes" FAQ here.

Free shipping for orders over 89€

STANDARD shipping fee (below the free shipping order threshold 89€) 5 €

EXPRESS shipping fee (below the free shipping order threshold 89€) 12 €

EXPRESS shipping fee (for orders over 89€) 7€

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

If you do need help, please contact us at customerservice@hurtta.com and we will do our best to help you come up with a solution.

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.

We deliver to all the European Union (EU) countries as well as United Kingdom, Norway and Switzerland.

Orders can only be delivered to countries where the hurtta.com online shop is currently available.

Otherwise please check our list of distributors here to find your local distributor.

We accept all major debit and credit cards such as Visa, MasterCard, American Express and other payments methods such as PayPal.

During the checkout process, the supported payment methods are displayed on screen.

Read more about our payment methods here.

Why does my gift card code not work?

Please check that your CAPS Lock and NUM Lock are on/off, and make sure there is no additional blank spaces in front or after the code.

If the code still does not work, please contact our customer service.

How long is my gift card valid for?

The expiry date is printed on your gift card. Please note that it is unfortunately not possible to extend the expiry date. Once this date has passed, the card can no longer be used. The gift card cannot be redeemed for cash nor will the possible exchange money be refunded.

When you receive your order, check that the products fit and are suitable. If for some reason the product does not fit or otherwise meet your expectations, you have the right to return your order/product within 30 days of receiving your order.

To return your order, please visit Global-E Return Portal and complete the return form. Once submitted, you will receive a return label via email. Print the label, attach it to the parcel, and either drop it off at your nearest DHL service point or schedule a home pick-up.

Note: If you use a different return method, we are not responsible for the return costs.

Keep a copy of the return receipt until Hurtta confirms that the parcel has been received. Please note that a return fee of €9 will be deducted from your refund.

Please note, that the returned product must be unused, in unaltered condition and in condition for resale. The product must be shipped well-packaged, in good condition and preferably in its original box and / or packaging.

• If you have tried the product on your pet, please make sure that there are no stains and remove all possible dog hairs from the product.

• The customer is responsible for the impairment of the product, and Hurtta.com has the right to deduct an amount corresponding to the impairment of the product compared to the original value of the product from the refundable amount. We always inform the customer about this separately.

• If you have chosen delivery to a parcel locker, please note that not picking up the package is not a return. Let our logistical partner know that you do not wish to receive the parcel.

Please find here our full return policy.

Refund

We process returns within 1-2 business days once the return has arrived to our warehouse.

When a customer returns the order made in the online store, Hurtta.com will refund the payment and attempts to use the same payment method used by the customer in the original purchase transaction, unless otherwise agreed. We will deduct €9 return fee from the refundable amount. The refund does not cover any additional costs caused by other than the standard delivery method offered to the customer. If only part of the order is returned, delivery costs will not be refunded and we will charge the €9 return fee also for a partial return.

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

You do not need to register nor create an account to proceed forward with the order return.

Please read carefully "General info about returns" mentioned above.

You can find our return policy here as well.

Yes, but please always contact customer service in advance to let us know if you would like to send back items from separate orders in the same return package. We need the order ID's from both original orders to be able to process the refund correctly.

In Finland we offer free returns. Otherwise we charge a €9 return fee which we will automatically deduct from the refundable amount.

Products purchased from the online store will not be exchanged for another product in the online store. If you want to change the product, please place a new order, and return the product you have already received from us.

Please understand that we are only able to accept items purchased in our hurtta.com web shop.

We handle returns within 1-2 business days once the return has arrived at our warehouse. Please note that we will deduct the return cost of €9 from the refundable amount. In Finland we offer free returns.

Check out our extensive Care & Repair section with instructions on Care, Repair and Recycling.

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 or at least wiping of the product when it becomes dirty.

Care

Our planet is a one-of-a-kind playground where dogs and dog owners can enjoy nearly endless adventures. And dogs seem to enjoy their time outdoors even more than we do. Running, jumping, rolling around, exploring, all with little care about dirt and mud. Dogs are going to play, and get dirty. The purpose of dog apparel and gear is to help them, and you, enjoy your outdoor time to its fullest – in any weather.

But know this, even the best technical, breathable materials won’t perform very well unless they are clean. You don’t need to wash your Hurtta apparel and gear after every outdoor activity, often just allowing them to air dry is enough. However, mud and salt water will weaken the materials over time, which is why we have put together some helpful care instructions. It won’t take too much of your time and keep in mind, when you take care of your dog’s favourite apparel and gear, the way that you care for your own things, it will perform better, last longer, and the fun times that you enjoy together can keep on rolling.

Read our Care blog

Repair

All our Hurtta products are designed with the environment in mind, which means that they are built tough for long-lasting use and enjoyment. The goal is to think long-term for the sake of dogs, people and the planet. Accidents still happen when dogs play as dogs do, and for this, we have prepared a useful blog on how to best repair your Hurtta dog gear.

Read our Repair blog

Recycling

As we say at Hurtta, our products are created for dogs by dog people with the environment int mind. We encourage other dog owners to adopt sustainable practices too. When using a product to their fullest potential, repairing them when needed and possible, and recycling them after a full usage life, we are being kind to our environment and the playground for our dogs.

Each product has it's own recycling instructions that can be found on the product page. In addition to this, we have created an informative blog article on how to recycle different parts of the product or product packaging.

Read our Recycling blog

The Midlayer Overall and Body Warmer have been designed to
protect dogs in chilly weather and to act as a versatile extra warming layer underneath other dog clothing. Both products protect the dogs’ back, chest, belly, and legs.

The Midlayer Overall has a soft comfortable fleece lining on the inside and on the outside is technical knitted jersey. The materials are thicker than in the Body Warmer. Soft fleece lining is good especially for hairless dogs, or dogs who have silky or short soft hair.

The Body Warmer dog overall has soft and breathable knitted jersey fabric. The foil material on the inner surface reflects the dog's body heat and provides extra warmth. The material of Body Warmer is thinner, lighter, and more elastic than Midlayer Overall. The Body Warmer is designed for sporty/active dogs’ warm-up work but it’s also ideal for ageing dogs, and dogs undergoing rehabilitation.

The Razzle-Dazze Midlayer and the Warming Midlayer ECO have been designed to offer protection for your dog’s key muscle groups and act as a versatile extra warming layer underneath other clothing. The materials used in both jackets is on one side soft fleece and the other technical jersey knit.

With the Razzle-Dazzle Midlayer you can choose which side works best for your dog. The soft fleece lining works well with hairless dogs, or dogs who have silky or short and soft fur. The technical jersey side is good for dogs with spiky hair or easily tangled soft and long fur.

The Warming Midlayer ECO has a jersey foil lining which reflects the dog’s body heat back to the dog, therefore making the dog jacket warmer than the Razzle-Dazzle Midlayer dog pullover.

The Warming Midlayer ECO has been designed to use the fleece side on top and jersey foil side as the lining. The foil lining is slippery, so it works perfectly for dogs with soft and long fur. The jacket is designed
for sporty and active dogs, and to be used under a rain jacket as it’s good for the cool and slushy weather of autumn and spring.

Both the Monsoon Coat II ECO and the Mudventure Coat ECO are designed to offer maximum protection against the rain, mud and wind in your outdoor adventures together. Both raincoats are waterproof with fully taped seams and offer the same adjustability options to ensure the perfect fit.

The key difference between the two raincoats is that the Monsoon Coat II ECO has a thin, soft inner woven lining, whereas the Mudventure Coat ECO has no lining. The Mudventure Coat ECO is instead laminated with a soft, smooth waterproof membrane and designed as a thin shell layer that be used on its own or together with another product, e.g. a midlayer such as our Warming Midlayer ECO. The soft woven lining in the Monsoon Coat II ECO provides an additional layer of warmth for some of the colder days.

As the Mudventure Coat ECO is unlined the raincoat fits into a smaller space making it ideal for travel, camping or taking on the go in your backpack or purse. It is practical in the summer rain for dogs whose fur needs protection from windy, wet weather but no additional warming.

The Monsoon Coat II ECO has a wider range of size options available with the aim to provide a rain coat for all dog breeds. Two new sizes, 23 and 28, have been introduced to provide more options for toy dog breeds and the special XS size caters to short-legged dog breeds such as dachshunds. 

The Mudventure Coat ECO and the Mudventure Reflective Coat
have the same design and fit, and both coats are unlined. The biggest difference between the two coats is in the fabric and visibility of reflectors.

The Mudventure Reflective Coat is made of fully reflective material. The reflective material is slightly thicker and more durable than the recycled polyester material used in Mudventure Coat ECO.

Expedition Parka and Extreme Warmer III ECO 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 III ECO 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 III ECO would be a better choice because it offers better coverage than the Expedition Parka.

The main difference between the two collars is the half-choke design which rests comfortably around the dog’s neck but allows for measured control when tension is applied during training sessions or just out on the trail. It is a collar made for more obedient adult dogs and used as a training tool. If the collar is the right size and properly adjusted, the collar will tighten to the size of the dog's neck without actually choking them. For younger dogs and puppies, we recommend collars with a tough, quick-snap buckle to prevent the collar from slipping off e.g., our Casual Collar ECO.

Both collars are made with a woven, 100% recycled polyester strap that is lightweight and strong, and both feature waterproof neoprene padding for added comfort and support.

During the product development phase, each Travel harness size was crash-tested according to the ECE R44.04 standard test conditions in two different crash-test facilities several times until each harness size passed the test without breaking in any way. As the above standard was developed for testing child safety seats, we cannot use the official test result in our marketing. There is no internationally accepted standard for testing dog car harnesses.

Please fill in the reclamation form and we will get back to you as soon as possible, usually within 2 business days.

On each individual product page you will see based on the size and colour options what is available. If the size or colour is crossed out with a line in the middle, then the product is out of stock.

If you are interested to know when the product will be available again, please contact our customer service or our chat.

Please check out our distributors page and find your local distributor from our list.

If your country is not listed, please contact our customer service and we will do our best to help you.

Unfortunately we do not renew expired gift cards, discount coupons or vouchers. We kindly ask you to use them by the mentioned due date.

If you already have a customer account, you can sign up for the Hurtta newsletter by logging in to your account and clicking on "Newsletters".

If you do not have a customer account, you can sign up for the newsletter at the bottom of any of our pages on hurtta.com. Just add your email address and click "Submit". Confirm your subscription by clicking on the link in your email.

Please fill in our contact form and the Hurtta team will get back to you shortly after receiving your message.

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.

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.

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.

I'm having trouble signing into my account, what do I do?

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 here.

If these weren't helpful and you still cannot sign into your account, please contact our customer service.

I have forgotten my password, what do I do?

Click on 'Forgot your password' at the log in page, and enter your email address and click 'Send'. You will receive an email with a link in it to reset your password (please note that this email may take some time to reach you and could appear in your spam / junk folder). If you do not receive the email to change your password, you may have used a different email address to create your Hurtta account.

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 Hurtta account.

How do I reset my account password?

You can reset your password by clicking here.

How do I change my account settings?

To change the settings of your Hurtta account, please go directly to the "Account Information" after logging in. 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 the "Account Information". 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.

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 14 days ago, your account will be deleted as soon as the return period is over.