Customer Service and FAQ

We are happy to help you. You may also find an answer to your question in our FAQ section.

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 colours of products, or to add or delete products.

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 use the following return form: https://hurtta.com/pages/return-form

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.

Where do I see if the item is available?

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

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.

LINK How do I create an account?

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 the Account Information. There you have the possibility to change your mobile number, e-mail address, delivery and/or billing address.

LINK How do I reset my account password?

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.

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

LINK I'm having trouble signing into my account

Shipping

Shipping methods and times

We offer following shipping methods and times:

Delivery method Time Cost
Standard delivery with GLS 3-7 business days
(excluding weekends and public holidays)
Standard delivery cost 13,00 €
(Free delivery on orders over 100 €)
Express delivery with DHL 2-4 business days
(excluding weekends and public holidays)
Actual delivery cost will be calculated at Checkout
(depends on destination country)

How much does shipping cost?

We offer free standard shipping for orders over 100 €.

A standard shipping charge of 13,00 € will be charged on orders less than 100 €. We also offer express shipping to EU countries (excluding Finland) and the actual delivery cost will be calculated at the checkout (depends on the destination country).

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.

Do you ship to my country?

We currently offer online sales in the following countries:

Finland (except Åland islands)

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.

Payment

Which payment methods do you accept?

Read more about the payment methods here https://hurtta.com/pages/payment-methods

Can I change the chosen payment/shipping method afterwards?

Unfortunately it is not possible to subsequently change the already chosen payment and/or shipping methods.

Why my gift voucher code doesn't work?

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.

Returns and Refunds

How do I submit a claim?

Please fill in the reclamation form at https://hurtta.com/reclamation-form and we will get back to you within 2 business days

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 14 days of receiving the shipment.

This is how it works:

• Go to https://hurtta.com/pages/return-form and fill in the electronic return sheet before sending back the product.

• After this you will receive further return instructions and the return label to your e-mail.

• The returned product must be unused, in the same condition as the original and merchantable. The sales package must also be in sellable condition.

• 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.

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

What is the time limit for returns?

You have the right to return the product(s) within 14 days of receiving the order.

How do I return my order?

Please read carefully General info about returns https://hurtta.com/pages/faq#returns-and-refunds and fill in the return form https://hurtta.com/pages/return-form

How do I return something if I made the order without registering?

Please read carefully General info about returns https://hurtta.com/pages/faq#returns-and-refunds and fill in the return form https://hurtta.com/pages/return-form

Can I exchange items?

Unfortunately exchanging items is not possible. Please enter a new order in the Hurtta webshop.

When will I receive my refund?

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 10EUR from the refundable amount if you return the item from another EU country other than Finland.

How much does it cost to return?

In Finland we offer free returns. From another EU country we charge 10 EUR for returns which we will automatically deduct from the refundable amount.

Can I return something that was not ordered from the hurtta.com webshop?

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

General Questions

Where to buy if I live outside EU?

Please check out our Distributors page https://hurtta.com/pages/distributors and find your local contact. If your country is not listed, 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 voucher cannot be redeemed for cash nor will the possible exchange money be refunded.

Can I renew my expired gift card/coupon/voucher?

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

Newsletter subsciption

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 the front page. Just add your email address and click "Submit". Confirm your order by clicking on the link in your email.

Joining the Hurtta pack

Please fill in the customer care form https://hurtta.com/pages/contact-form and the Hurtta team will get back to you shortly after receiving your mail.

Sponsorship / becoming an ambassador

Please fill in the customer care form https://hurtta.com/pages/contact-form and the Hurtta team will get back to you shortly after receiving your mail.

Products

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.

Differences between Outdoors Y-Harness and Casual Y-Harness

Outdoors Y-harness and Casual Y-harness are designed for daily walks and activities for all dogs. Both harnesses have a comfortable neoprene padding and adjustable chest circumference. In both harnesses the leash can be attached to a ring on your dog’s back or their fore chest.

Casual Y-harness is easy to put on. It has two plastic buckles on the chest so the harness can be put on without lifting the legs.

Outdoors Y-harness has only one plastic buckle, but the chest webbing is not sewn on the harness so it’s also possible to dress without lifting your dog’s fore legs. Outdoor Y-harness also has an O-ring under the dog’s belly where it is possible to attach the leash.

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://hurtta.com/pages/care

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.

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