Frequently Asked Questions
Can't find your answer below? Email us at support@kozycoat.com or use the Contact Us form on our website. Most questions are answered within 24 hours or less.
Satisfaction Guarantee
Will I be satisfied with my KOZY COAT purchase?
Simply YES! We are deeply committed to our mission of bringing innovative, affordable, smart and safe technology-driven products to the industry and to pet owners everywhere. If for any reason you are not satisfied with the KOZY COAT upon delivery, we will gladly accept your return. Providing outstanding customer service is our #1 priority. We will make every attempt to say YES to every reasonable customer request. If you have any questions regarding our Satisfaction Guarantee, please contact us at support@kozycoat.com. We love our customers and we want them to love us back!
Warranty
How long will the KOZY COAT be warranted against defects?
KOZY COAT products are designed and manufactured with the highest quality materials and craftsmanship to protect your pet in most cold weather conditions. If a product fails within 1 year due to a manufacturing defect, we will repair the product free of charge, or replace it at our discretion. Please refer to our Warranty tab on our website for additional details.
Is the outer or inner fabric included under your warranty?
Eventually every garment, even under normal use, will begin to show signs of age and wear — such as slightly faded fabric due to road salt or other weather-related exposure, fraying edges, and over-used velcro — and these are not covered under our warranty. We will always take this into full consideration when assessing your warranty request. Improper care or negligence, such as storing your product while wet, keeping it sealed in an environment that restricts airflow, improper use of the battery and charging accessories, or not following the care instructions included with your purchase, will result in damages not covered under warranty. Please refer to our Warranty tab on our website for additional details.
My battery stopped working. Can I return my lithium battery for replacement?
KOZY COAT warrants all batteries under normal use and conditions for up to 1 year after purchase. If your battery stopped working, please contact us at support@kozycoat.com describing the issue so we can diagnose the problem. Our representative will contact you regarding the return or disposal of your battery and discuss the no-charge replacement.
Product Care
Can I wash and dry the KOZY COAT?
All KOZY COAT products are hand or machine washable and can be tumble dried. Please follow the procedures below for proper care:
- Remove battery before washing.
- Cover the plug on the product with waterproof tape to prevent moisture and/or detergents from entering the plug. The plug must be completely dry before using.
- Hand wash: Use cold water with a mild detergent.
- Machine wash: Use a delicate cold water cycle. Cover the battery plug with waterproof tape before washing. The plug must be completely dry before using.
- Machine drying: Use low heat setting only.
- Hang dry: Always preferred over machine drying.
- Do not twist the garment to prevent damage to the carbon fiber elements.
- Never dry clean the garment.
- Consult the Apparel Care Guide included with your coat for additional instructions.
How do I remove spots from the fabric?
Do not use bleach or spot-removing solvents without first testing on the underside of the product. Mild solvents are recommended to prevent discoloring of the garment.
Is the KOZY COAT waterproof?
Our coats utilize outer water-resistant fabrics to protect your pet from moisture and cold. If the inner fleece lining gets wet, please hang dry overnight. The battery pocket is water-resistant to protect the battery from moisture. If you get caught in a downpour, we recommend removing the battery from the compartment, shutting it off, and allowing it to air-dry overnight. We do not use fully waterproof fabric, as most waterproof materials do not allow the coat to breathe and can be uncomfortable for your pet.
Battery Care
Do I need to charge the battery after every use?
Charge the KOZY COAT battery as needed to maintain a high level of lasting power. Fully charged or fully discharged batteries left idle for an extended period could reduce battery life and performance. Fully charge the battery at least once every 60 days, and maintain a 75% charge when not in continuous use.
How do I safely store the battery when not in use?
Charge your battery at least once every 4 months. We recommend storing the battery at a 50%–75% charge when not in regular use. The KOZY COAT lithium battery should not be stored at extreme cold temperatures (below freezing). Store at normal room temperature when not in use.
How long will my KOZY COAT effectively heat the coat on a full battery charge?
Our batteries operate up to 6 hours at a heating level of approximately 110 degrees. On the highest heat setting, the battery lasts over 3 hours — plenty of power to keep your dog comfortably warm even in the coldest conditions.
Are lithium batteries safe?
Rechargeable lithium batteries provide safe and reliable power for most electronic devices, including laptops, cell phones, cars, and even heart pacemakers. For added safety, our batteries are protected by a hardened case as well as a Protection Circuit Module (PCM) to prevent overcharging or overheating.
How powerful is your lithium battery?
Every KOZY COAT is powered by a hidden, long-running, safe, and powerful 3,200 mAh 7.4-volt lithium battery. The 7.4 volts provides the heating power while the 3,200 mAh rating reduces the need for frequent charging.
How can I tell if the battery is running low on power?
The KOZY COAT battery has 4 power indicator lights. Press and hold the power button on the battery to activate the indicator lights and check the remaining charge.
How do I turn my battery on and off?
- Press and hold the power button to activate the battery manually.
- The battery will start on its own when plugged into the outlet port in the battery pocket on the coat.
- Press and hold the power button for 4 seconds to shut it off.
- It is recommended that you disconnect the battery from the coat outlet when not in regular use.
How long will it take to charge my battery?
An empty battery will take approximately 3 hours to reach a full charge. Our stable metal DC port allows for fast, reliable charging.
How many times can I recharge my lithium battery before it needs replacement?
The KOZY COAT 7.4-volt 3,200 mAh lithium battery is rated for 500+ charge cycles.
Can I use another manufacturer's battery with the KOZY COAT?
KOZY COAT products are designed to operate at peak performance with a KOZY COAT battery. Operating the coat with other batteries — even of the same voltage and rating — could damage the battery and electrical system of the coat, voiding the warranty.
Can I travel safely with my KOZY COAT on an aircraft?
Our product can be safely transported on board an aircraft. The battery should accompany the coat. If the battery is loose and not connected to the coat, all ports on the battery must be covered with secure tape.
What if my battery gets wet?
Take special care to securely protect the battery by tightly sealing the battery pocket on the coat. The battery case is water-resistant, however batteries should never be submerged in water. If the battery is subjected to moisture, unplug it from the coat and allow it to completely dry before reconnecting.
Charger
Is the battery charger safety tested and certified?
Our safe, dependable 100–240v chargers are certified and compliance tested against established UL standards.
Can I plug the charger into an overseas outlet?
Any outlet that accepts 100–240 volts will work with our charging accessory. An adapter may be required for overseas connectivity.
Can I use another brand of charger to recharge the KOZY COAT battery?
The charger supplied with your KOZY COAT is intended to be used only with the KOZY COAT battery supplied with your coat. Charging other lithium batteries with a KOZY COAT charger may result in damage to the charger and battery, voiding the warranty.
Leashes
What is the bungee mechanism for?
Soft-pull bungee leashes are designed to soften sharp, potentially harmful pulling against your dog's neck.
How strong are your leashes?
Our 6’ leashes are manufactured with strong, durable nylon, are reflective for added safety, and have over 200 lbs of tested pull strength.
Do I receive a free matching leash with my purchase?
KOZY COAT bungee leashes are provided as a FREE matching accessory with every coat purchase.
What is the process to receive my leash?
Simply add a matching leash to your cart when ordering your coat. At checkout, a $19 charge will be applied for the leash.
Can I order a different length or size of leash?
Leashes are available in 6’ lengths only — great for walking or running your dog.
What colors are your leashes available in?
Our leashes are available in colors to match the coat fabric: Jet Black, Navy Blue, or Hot Pink.
Coat Sizes
How do I order the proper size?
Please refer to the product order page for size availability. Additional information regarding coat sizes and measuring your dog is available in our website header and footer.
How do I measure my dog?
- Only measure your dog while standing still. Teasing with a toy or bone should do the trick!
- Measure your dog's length from the base of the tail to the neck in inches. This is the most important measurement for a comfortable fit.
- Measure the widest part around your dog's chest, just behind the front legs.
- Estimate your dog's average weight to determine the best fit within our size guide. If your dog is between sizes, select the next size up.
- Contact us at support@kozycoat.com if you have any additional sizing questions.
Will your coat fit most dogs?
Our coats fit most dogs up to 47 lbs. We offer 6 sizes from X-Small to X-Large. Our website order page provides additional information including dog breeds by size, average chest measurement, length, and weight.
Returns
At KOZY COAT we are committed to providing the highest quality products to our valued customers. If for any reason you or your pet are not satisfied with your purchase, we will gladly accept your return of saleable merchandise for credit to the original form of payment, less outbound shipping fees. Gift Cards cannot be returned.
What new product can be returned for credit?
You can return your order within 30 days of purchase provided the item(s) meet the following conditions:
- Unwashed
- Unworn
- Free of dog hair
- Original tags still attached
- In the original packaging
- A copy of the invoice or sales receipt is included with your return
- Your Return Authorization # is clearly printed on the outside of the return package
What is the process to return my product using USPS?
Contact us at support@kozycoat.com to request a prepaid USPS shipping label and Return Authorization #. The cost for the label is $7.70, substantially less than most carrier rates, and will be deducted from your refund. We cannot provide return labels for carriers other than USPS. You will receive an email acknowledgment upon our receipt of your return, and we will notify you once your return has been inspected and the credit issued to your original form of payment.
What if I prefer to return with a carrier of my choice?
Email us at support@kozycoat.com to request a Return Authorization # and return address. You will be responsible for return postage. Please use a carrier that provides tracking and proof of delivery — you are responsible for the product until we sign for its delivery.
How long does it take for my refund to be issued?
We will begin issuing your refund within 48 hours of receiving your item(s). Most banks process refunds within 3–5 business days. Please contact your card-issuing bank with questions about when the credit will be posted to your account.
How do I return a product for exchange?
Contact us at support@kozycoat.com to request a USPS Return Label and Return Authorization #. Exchange return labels are available for a $7.70 discounted Express Mail charge. Items must be returned within 30 days and meet the same return conditions listed above. It is best to reorder your replacement product by creating a new order — your account will be charged for the replacement and any applicable shipping fees (free over $48). We will notify you within 48 hours of receiving and processing your return.
Is a Return Authorization # required?
Yes. All product returns require a Return Authorization # clearly visible on the outside of the carton or shipping label. Authorization numbers can be obtained by contacting support@kozycoat.com.
What is your policy on defective returns?
KOZY COAT inspects every product before shipment. If your new product is found to be defective after receipt, please contact us within 30 days at support@kozycoat.com to request a no-charge prepaid Defective Return Authorization Label. We will immediately re-invoice and express ship your exact replacement. KOZY COAT will issue a full credit — including any shipping charges from your original order — within 72 hours of receiving the defective product. If more than 30 days have passed and you have a quality concern, contact us anyway at support@kozycoat.com and we will do everything possible to keep you and your pet 100% satisfied.
Out of Stock & Cancelled Orders
I received a notice that my order was out of stock and cancelled. When will I be able to reorder?
Occasionally we will send an order confirmation only to learn we are unable to fulfill the order due to low product availability or unanticipated supply constraints. In these cases, we will notify you via email within 48 hours that your order has been cancelled and that a full refund has been issued to your original form of payment.
When will the out-of-stock product be available to reorder?
We will communicate with every customer who experiences an out-of-stock cancellation. Your name will be placed on a priority list and you will be notified when the product becomes available. Please note that not all out-of-stock items will be restocked for the current season.
When will my refund be issued for a cancelled out-of-stock order?
We will issue your refund immediately upon notifying you of the cancellation. Most banks process refunds within 3–5 business days. Please contact your card-issuing bank with questions about when the credit will be posted to your account.
Why do products go out of stock?
Out-of-stock situations occur when order demand exceeds our estimates or when component shortages affect production. To show our appreciation for any unexpected delay, we will provide a 10% discount coupon when you reorder. The coupon code will be emailed to you once the product is back in stock. We will also honor all sale pricing from the date of your original order. Please note that not all out-of-stock items will be restocked for the current season.
Shipping & Invoicing
Do you offer free or flat rate shipping?
We offer FREE Express shipping nationwide on all orders over $48 within the 48 contiguous United States. Orders under $48 are shipped at a Priority Mail Express flat rate of approximately $9.00. Total shipping charges are calculated automatically at checkout. At this time we do not ship to Alaska, Hawaii, P.O. boxes, APO/FPO addresses, or international addresses. Overnight expedited shipping is available for an additional charge at checkout.
How long will it take for my order to arrive?
Orders are processed and shipped on business days only (Monday–Friday, excluding Federal holidays). Most in-stock items arrive within 1–3 business days after leaving our facility. Delivery timelines begin one business day following the date of purchase. For USPS orders shipped to a residential address, deliveries are normally made between 8 AM and 6 PM, Monday through Saturday. Delays may occur due to weather or carrier exceptions.
What carrier do you use?
Since many of our products contain lithium batteries or other electrical components, our preferred carrier is USPS. All USPS shipments containing lithium batteries require special outside package labeling per Publication 52 of the U.S. Postal Service.
Can I ship to a different address?
Yes. You may have your order delivered to an alternative address such as a friend's home or your office. If delivering to a business, please include the business name in the shipping address as goods may be left with reception.
What if I receive a damaged package?
Please carefully inspect your package upon delivery. If there is extensive damage to the carton, contact the carrier immediately to file a claim, or contact us at support@kozycoat.com and include photos of the outer package damage and any damaged articles.
Note: If KOZY COAT files an insurance claim for a damaged article, the recipient is required to retain the damaged article and all packaging until the claim is fully resolved. For additional information on filing a USPS claim, visit: USPS Domestic Claims Guide.
Will I be charged sales tax?
Illinois residents will be charged applicable state, city, and local taxes at checkout. Out-of-state residents will not be charged sales tax.
Will I receive an order confirmation after placing my order?
After placing your order, you will receive an Order Confirmation including your order ID and all order details, including shipping and applicable taxes. This confirmation does not confirm that items are in stock or that your order has shipped. Once your item(s) are prepared for shipment, you will receive a separate Shipment Notification with tracking information.
Still have a question?
Email us at support@kozycoat.com or use the Contact Us form on our website.
Most questions are answered within 24 hours or less.