FREQUENTLY ASKED QUESTIONS
If you are not able to find your answer in our FAQ guide, please email us direct at support@kozycoat.com, or complete the Contact Us form found on our website. Most questions will be answered within 24 hours or less.
SATISFACTION GUARANTEE
Q.) 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
Q.) 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 found on our website for additional details.
Q.) 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, over-used velcro, and 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 battery and the charging accessories, or not following the care instructions included with your purchase will result in damages that are not covered under warranty.
- Please refer to our Warranty tab found on our website for additional details.
Q.) 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 for us to diagnose. Our representative will contact you regarding the return or disposal of your battery and discuss with you the no-charge replacement.
PRODUCT CARE
Q.) Can I wash and dry the KOZY COAT?
All KOZY COAT products are hand or machine washable and can be tumbled dry. Please follow the below procedures for the proper care:
- Remove battery before washing.
- Cover the plug on the product with some waterproof tape to prevent moisture and/or detergents from entering plug. The plug must be completely dry before using.
- Hand wash in cold water with a mild detergent.
- Machine Wash: Use a delicate cold water cycle. Cover the battery plug on the product with some waterproof tape to prevent moisture and/or detergents from entering plug. The plug must be completely dry before using.
- Machine Drying: Use low heating setting only.
- Hang Dry: Always preferred vs low heat machine drying.
- Do not twist the garment to prevent damage to the carbon fiber elements.
- Never dry clean the garment.
- Consult our APPAREL CARE GUIDE included with your coat for additional instructions.
Q.) How do I remove spots from the fabric?
- Do not use bleach or spot removing solvents without testing on the underside of the product before use. Mild solvents are recommended to prevent discoloring of the garment.
Q. ) 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 should every get wet, please hang dry overnight.
- The battery pocket is water-resistant to prevent the battery from moisture. If you should get caught in a downpour, (and yes that can happen) we recommend that you remove the battery from the compartment, shut it off and allow it to air-dry overnight.
- We do not use waterproof fabric as most do not allow the dog coat to breathe and are uncomfortable for your pet to wear.
BATTERY CARE
Q.) Do I need to charge the battery after every use?
- Charge the KOZY COAT battery as required to maintain a high level of lasting power.
- Fully charged or discharged KOZY COAT batteries left at idle for an extended period of time could reduce the life and the performance of the battery.
- Fully charge the battery a minimum of once every 60 days. It is important for the battery to maintain a 75% charge when not in continuous use.
Q.) How do I safely store the battery when not in use?
- Charge your battery a minimum of once every 4 months. We recommend charging your battery between a 50% — 75% charge when not in regular use.
- The KOZY COAT lithium battery should not be stored at extreme cold temperatures (below freezing) to improve the performance. It is best to store our battery at normal room temperature when not in use.
Q.) How long will my KOZY COAT effectively heat the coat on a full battery charge?
- Our batteries operated up to 6 hours on a heating level of approximately 110 degrees! On the highest heat setting, the battery lasted over 3 hours. That's plenty of power and comfortable warmth safely protecting your dog for even the coldest of climates.
Q.) 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 LG batteries are protected by a hardened case as well as a Protection Circuit Module (PCM) to prevent the battery from overcharging or overheating.
Q.) How powerful is your Lithium battery?
- Every KOZY COAT and Parka is powered by a hidden, long running, safe and powerful 3200 mAh 7.4 volt lithium battery.
- 7.4 volts provides the heating muscle while the 3200 mAh rating reduces the need for frequent charging.
Q.) How can I tell if the battery is running low on power?
- The KOZY COAT batteries have 4 power remaining indicator lights on the battery. Just press and hold the power button on the battery to activate the lighting system.
Q.) How do I turn my battery on and off?
- Press and hold the power button on the battery to activate it manually.
- The battery will start on it own when plugged into the outlet port found in the battery pocket on the coat.
- Press and hold the power button on the battery for 4 seconds to shut it off.
- It is recommended that you disconnect the battery from the coat outlet when not in regular use.
Q.) How long will it take me to charge my battery?
- An empty battery will take approximately 3 hours to bring it to a full charge.
- Our patented stable metal DC port allows for fast charging.
Q.) How many times can I re-charge my lithium battery before it needs replacement?
- The KOZY COAT 7.4 volt 3200 mAh lithium battery life is 500+ cycles.
Q.) Can I use another manufacturers battery for the KOZY COAT?
- The KOZY COATs 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.
Q.) Can I travel safely with my KOZY COAT on an aircraft?
- Our product can be safely transported on-board the aircraft. The battery should accompany the article of clothing.
- If the battery is loose and not connected to the clothing, it is required that all ports on the battery be covered with secure tape.
Q.) What if my battery gets wet?
- Please 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 a battery is subjected to wet or subjected to moisture, unplug the battery from the coat or parka and allow it to completely dry before reconnecting.
CHARGER
Q.) Is the battery charger safety tested and certified?
- Our safe, dependable 100 - 240v chargers are certified and compliance tested against established UL standards.
Q.) Can I plug the charger in an overseas outlet?
- Any outlet that accepts 100-240 volts will work with our charging accessory. An adapter may be required for overseas connectivity.
Q.) Can I use another brand of battery charger to re-charge the KOZY COAT battery?
- The charger supplied with your KOZY COAT is only intended to be operated with the KOZY COAT battery supplied with your garment.
- Charging of other lithium batteries with a KOZY COAT charger may result in damage to the charger and the battery being charged, voiding the warranty.
LEASHES
Q.) What is the Bungee mechanism for?
- Soft-pull bungee leashes are designed to soften sharp, potentially harmful pulling against your dogs neck.
Q.) How strong our your leashes?
- The 6' leashes are manufactured with strong durable nylon, are reflective for added safety, and have over 200lbs of tested pull strength!
Q.) What do I have to purchase to obtain my free matching leash?
- KOZY COAT bungee leashes will be provided as a FREE matching accessory with every purchase of a coat or parka.
Q.) What is the ordering process to receive my leash?
- KOZY COAT offers a matching leash with every coat or parka purchase. Just order the coat as you normally would and then order a matching leash adding the leash to your order cart.
- At checkout, a $19 charge will be applied for the leash.
Q.) Can I order a different length or size of leash with this promotion?
- The leashes are only offered in 6’ lengths, great for walking or running your dog.
Q.) What color are your leashes available in?
- Our leashes are available in colors to match the coat or parka fabric. The leashes are offered in Jet Black, Navy Blue, or Hot Pink.
COAT or PARKA SIZES
Q.) 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 on our website header or footer.
Q. ) How do I measure my dog?
- Only measure your dog while standing still. Teasing with a dog toy or bone should do the trick!
- Measure your dogs length from the base of the tail to the neck in inches. This measurement is the most important for a comfortable fit.
- Measure the widest part around your dogs chest just behind the front legs and around his/her chest. (see below)
- Estimate the average weight of your dog to determine where it best fits within the size guide listed our order pages. If your dog is between sizes, it is generally best to select the next size up.
If you have any additional questions about the proper size to order, please refer to our website for additional information, or contact us at : support@kozycoat.com
Q.) Will your coat fit most dogs?
- Our coats and parkas will fit most dogs up to 47lbs. We offer our coats in 6 sizes, from X-Small to X-Large.
- Our website order page (and both header and footer tabs) will provide you with additional information such as dog breeds by size, average chest, 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 the purchase of your product, we will gladly accept your return of sale-able merchandise for credit on the original form of payment, less the outbound shipping fees. There are a few items that can’t be returned: - Gift Cards
New Product Return for Credit
Q.) What NEW product can be returned for credit?
You can return your order within 30 days of the purchase date provided the item(s) meet the return 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 your return package
Q.) What is the process to return my new product for credit with USPS carrier services?
- Please 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 shipping carrier rates. The cost of the label will be deducted from your refund amount. We are not able to provide return ship labels for carriers other than USPS.
- Carefully follow the packing instructions you receive with your Return Authorization # and / or return label. KOZY COAT is not able accept returns without this number clearly marked on the outside of the package.
- You will receive an email acknowledgment upon our receipt of your return parcel at our offices.
- We will notify you via email once your return has been inspected at KOZY COAT and the credit issued to the original form of payment.
Q.) What is the process to return my new product for credit with a carrier of my choice?
- If you prefer to return your shipment with a carrier other than USPS, please email us at support@kozycoat.com to request a Return Authorization # and the address to send your return. You will be responsible for the return postage.
- Please ensure that you ship the product using a carrier that can provide you with tracking information and proof of delivery. You are responsible for your product until we sign for its delivery.
Q.) How long does it take for the credit to be issued on the return?
- For credit card refunds, we’ll begin issuing your refund within 48 hours after we receive your item(s). Most banks will process the refund within 3-5 business days. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
New Product Return for Exchange
Q.) How do I return and obtain an Exchange Authorization Label for product that just didn’t fit right or I prefer another color?
- If you decide to return any of your new item(s) for exchange, please contact us at: support@kozycoat.com to request a USPS New Product Return Label and Return Authorization #.
- New Product Exchange Return labels are available for a $7.70 discounted Express Mail charge.
You can return your original order for exchange within 30 days of the purchase date provided the item(s) meet the return 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
- Our return authorization # is clearly printed on the outside of your return package
OTHER
- KOZY COAT reserves the right, at its sole discretion, to determine if returned merchandise is in sale-able condition.
- If you requested an exchange, it is best to reorder your replacement product by creating a new order. Your account will be charged for the replacement product and any applicable shipping charges. (Free over $48)
- We’ll notify you within 48 hours after we receive your returned item(s) and the articles have been inspected, processed and credited to your account. Unfortunately, we are not able to credit any shipping fees on your original invoice.
Q.) Is a Return Authorization # required for return of product?
- All product returns require a return authorization # clearly visible on the outside of the carton or shipping label.
- Returns authorization #’s can be obtained by contacting support@kozycoat.com.
Defective Product Return for Exchange
Q.) What is your policy on defective returns?
KOZY COAT inspects every product before shipment to our customers. We are proud of the quality of our products and want our customers (and their dogs) to be satisfied with them.
Unfortunately, if your new product is found to be defective in any way after receipt (see Warranty Coverage) please contact a Customer Care Representative within 30 days at support@kozycoat.com to request a no charge prepaid Defective Return Authorization Label and Authorization #. We will immediately re-invoice and express ship the exact replacement items to you at that time.
KOZY COAT will issue a full credit (including any shipping charges you incurred on the original shipment) to your original form of payment within 72 hours of receiving the defective product back at our offices. You will receive an email acknowledgment upon our receipt of your return parcel at our offices and the issue of your credit. Most banks will process the refund within 3-5 business days. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
Note: If 30 days have gone by since your purchase and you feel there was any defect, issue with quality, or other concern, please contact us directly at support@kozycoat.com and we’ll do everything possible to keep both you and your pet 100% satisfied. Please refer to our Warranty tab for additional information.
OUT OF STOCK PRODUCT - CANCELLED ORDERS
Q.) I received a notice that the product I ordered was out of stock and cancelled. When will I be able to reorder the product?
- Occasionally, we will send an order confirmation only to learn that we are unable to fulfill the order due to low product availability or out of stocks due to unanticipated high order demand or delays due to the global chip shortage. In these cases, we will notify you via email within 48 hours of receipt of your order notifying you that your order has been cancelled and that we have issued a full refund to your original form of payment.
Q.) When will the out of stock product be available for reorder?
- We will communicate with every customer that experiences an unfortunate out of stock cancellation. Your name will be placed on a priority customer list and you will be notified when your product becomes available.
- Not all items out of stock will be re-stocked for the season.
Q.) My credit card was charged for the order, but the order was cancelled as it was temporarily out of stock. When will the credit be issued on my original form of payment?
- For credit card refunds, we will issue your refund immediately after we notify you of the out of stock position and cancellation.
- Most banks will process the refund within 3-5 business days. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
Q.) Why do products go “out of stock”?
- Product out of stocks occur if order demand far exceeded our estimates or, shortages of components used in the production of our coats.
- To show our appreciation for the unexpected delay, we will provide a 10% OFF when you reorder your product. The discount coupon code will be emailed to you once the product is back in stock and available for reorder. We will also honor all sale pricing effective on the date of your original order.
- Not all items out of stock will be re-stocked for the season.
SHIPPING and INVOICING
Q.) 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 will be shipped at a Priority Mail Express flat rate of approximately $9.00.
- Total shipping charges are automatically calculated during checkout prior to completing your order. From our Secure Checkout page you'll see your item quantity, description, price and shipping costs.
- At this time we do not ship to Alaska or Hawaii, to P.O boxes, APO/FPO addresses, and international addresses. You will also have the option on checkout to request overnight expedited shipping for an additional charge.
Q.) How long will it take for my order to get to me?
- Orders are processed and shipped on business days only. Business days are defined as Monday-Friday, (although we do work weekends) excluding Federal holidays within the United States. Orders are shipped after stock is checked and your credit card is verified and processed.
- Most in stock items will arrive at their destination within 1 - 3 business days after leaving our facility. Delivery timelines commence 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 to Saturday.
- Estimated time of delivery does not include weekends or holidays. Delays may occur due to weather or carrier delivery exceptions and/or interruptions.
- Overnight USPS Express shipping is available for an additional charge at checkout.
Q.) What carrier do you use to ship my order?
- Since many of our products contain Lithium Batteries or other electrical components, our preferred carrier is the USPS.
- All USPS shipments containing Lithium batteries require special outside package labeling per Publication 52 of the U.S. Postal Service.
Q.) Can I ship to a different address?
- For your convenience, you may prefer to have your order delivered to an alternative address such as your friends home or perhaps your office. If you choose to deliver to location outside of your residence, please include the name of the individual or business name in the shipping address. In many office deliveries, goods may often be left with reception.
Q.) What is I receive a damaged package?
- Please carefully inspect your package upon delivery. If there is extensive damage to the carton upon delivery, contact the carrier immediately to file a claim or contact a Customer Care Representative at support@kozycoat.com to assist you with your claim. Be sure to include images of the outer package damage as well as any of the damaged articles.
Note: If KOZY COAT files an insurance claim for a damaged article still in the possession of the addressee, the addressee is required to retain the damaged article and container (including packaging, wrapping, and any other contents received) until the claim is fully resolved. Upon written request by the Postal Service™, the addressee must turn the materials over to a Post Office™ for inspection, retention, and disposition in accordance with the claims decision.
For additional information regarding the filing of a USPS claim, please refer to the below link: https://faq.usps.com/s/article/Domestic-Claims-The-Basics#Who_may_file_domestic_claim
Q.) Will I be charged sales tax on my order?
- All Illinois residents will be charged any state, city or local taxes at checkout.
- Out of state residents will not be charged a sales tax.
Q.) Will I receive an order confirmation or invoice after placing my order?
- After placing your order, you will receive an Order Confirmation including your order ID, and all your order details, including shipping and any applicable taxes. This confirmation does not confirm that the item(s) are in stock, or that your order has been shipped.
- After your item(s) are prepared for shipment and leave our distribution center, you will receive a Shipment Notification with tracking information.