FAQ
What are our current wait times?
Our current waiting times can fluctuate, but at present, we estimate a wait period of 8-16 weeks for harnesses, vests, and sets, and a shorter timeframe of 3-4 weeks for leash wraps, patches, and similar items.
These waiting times START once we have finalized the order details and received confirmation regarding mock-ups and designs. This duration accounts for potential product orders, especially if they are on backorder or out of stock when you place your order.
After your initial purchase, the confirmation stage is when we will reach out to you, and together, we will work out all the specific details for your order. Confirmation will occur first, followed by the creation of mock-ups. Production will initiate only after the customer has approved both of these preliminary stages.
Please note we are committed to serving you, and our silence does not mean we have forgotten about you or are neglecting your needs. We don't send frequent messages every few days or weekly just to say hello or provide status updates. We are diligently working behind the scenes to fulfill your requirements and will reach out when it's necessary or when there are significant updates to share.
We understand that our schedule is quite hectic as we are actively working on fulfilling orders for other clients as well. However, please know that if you ever wish to contact us or find it necessary to do so, please don't hesitate. Your communication is always welcome, and we'll make every effort to assist you promptly.
Ordering & Fulfillment Process:
STAGE 1:
When you place an order with us, we start by confirming the essential details, like your order's theme, any extra features, your dog's specifics, and final measurements. We double-check the measurements, even if your dog isn't growing or is older, to ensure a perfect fit. Our top priority is to make your service dog both stylish and comfortable, and we pay meticulous attention to every detail.
We understand sizing can be tricky, so we offer a size guide to help you get the right fit. Unfortunately, we can't accept returns or exchanges for custom or premade items if they don't fit due to sizing issues.
STAGE 2:
After we've discussed what you want in your order, we'll design visual previews of the items with all the colors, text, and other details you've chosen. We'll share these previews with you, and you can examine them to ensure they meet your expectations before we kickstart the production of your order. We encourage you to thoroughly review these previews and inform us if you'd like to make any alterations. Keep in mind that this is your exclusive opportunity to make adjustments, so please don't hesitate to let us know.
STAGE 3:
We take great care in customizing your service dog gear to meet your exact needs. Once your design mock-ups are approved, your order moves to the embroidery and assembly stage, where our skilled team handcrafts your gear. Please note that this process can take several weeks because we prioritize quality over speed, ensuring that each order meets our high standards.
We understand the importance of getting your service dog gear to you as quickly as possible.
However, please remember that your order isn't the only one in progress.
After your set is finished, we might showcase it on our social media platforms to highlight your unique design and our team's excellent work. You'll receive shipping and tracking information to monitor its progress through the postal service. Before shipping, we take a final photo of all items in your set to confirm and document that everything has been completed and shipped.
Shipping Information
If you're in the process of moving, please get in touch with us promptly to update your address.
Once your order is complete and ready for shipment, you will receive your tracking number directly through the website. Typically, items are shipped within 24 to 48 hours unless it's a weekend or holiday. It might take up to 24 hours for the tracking information to update.
After the item is shipped, it becomes the customer's responsibility to track and receive the package. If a package is stolen or goes missing after USPS/UPS marks it as delivered, it's no longer hobbymutts' responsibility to replace the item(s). If you expect to be away during shipment and delivery, please contact us so we can hold your item, or you can arrange with the post office to hold the package. In case your package is stolen, we can offer to remake the item at a discounted price, but we cannot replace the item free of charge.
WHAT IS A NON-DUPLICATION CLAUSE?
If a client has personally created an original design (one that is not based on copyrighted, trademarked characters, or others' online artwork), they have the option to request a Non-Duplication. This means that, if their artwork is indeed an original work of art, we will not create another set with that design for any other customer who might request it.