CUSTOM ORDERS are usually ready in about 2 - 3 weeks unless we need to special order a fabric or trim color for you. Embroidery usually adds an extra 2 - 3 days to the total waiting time. If at all possible, place your orders well before the weather turns cold or the coat is needed for that special event. Once the order is complete we will ship it via PRIORITY MAIL. Priority mail tracking numbers are available upon request.
CUSTOM ORDERS CAN NOT BE RETURNED and we cannot be held responsible for improper measurements provided by the customer. Please take your time when measuring and call us if you have questions. If you ordered your coat too large, we can alter it and make it smaller for you. However, alterations are not free. If you ordered your custom coat too small, we are very limited to what we can do. We can sew an extension piece in the front of the coat or lengthen the straps. Again, alterations are available but are not free. Customer is also responsible for all shipping charges.
Coats bought from our ONLINE STORE ship within 2 -3 business days of received (and cleared) payment. We ship all of our dog coats and horse blankets via priority mail and priority mail international unless a different service is requested by the customer. Additional charges may apply if a different mail service is used. Priority mail tracking numbers are available upon request. Coats bought from our online store may be exchanged if you bought the wrong size. If this happens please contact us immediately so that we know of the problem and know to keep an eye out for the returned coat. The coat must be returned to us in the NEW and CLEAN condition that it was received in. Once the coat is received we will contact you and give you a store credit for the purchase price of the returned coat. If the coat has obviously been worn, we will not be able to credit you the full purchase price as we no longer can sell the coat as "new". Unfortunately we cannot credit or refund shipping charges. Customer is also responsible for the shipping charges of the new coat. To avoid having to do an exchange, please measure your dog or horse carefully and ask questions. We are happy to help. If you live in the area, you can set up an appointment to bring your animal to us to be measured. This service is by appointment only.
All of our coats come with a LIMITED WARRANTY ON WORKMANSHIP AND HARDWARE. If you are sending us a coat for warranty work or repair, please let us know. Please make sure the blanket is CLEAN. WE DO NOT WORK ON DIRTY COATS! If a coat is sent to us dirty it WILL be cleaned and a cleaning fee will be applied to the repair bill. We are happy to mend any rips or tears in the fabric while your coat is here. Rips and tears are not covered under warranty and charges will apply. We do however offer a discount on any coat made by Cozy Horse.
If you have any questions please send us an email.
