FAQ
What are our current wait times?
Keep in mind, that we are a VERY small operation.
We have regular jobs, disabilities, and family responsibilities.
Our current wait times vary: 8-18 weeks for harnesses, vests, and sets, and 3-6 weeks for leash wraps, patches, and similar accessory items.
Please note that these estimates may change based on order volume, item availability, and any back-ordered materials.
Wait times START once order details are finalized and mock-ups are confirmed. This timeframe includes potential delays for back-ordered or out-of-stock items.
After your purchase, we’ll reach out to finalize your order details. A mock-up will be created, and production will start once you approve it.
Please note, we're here to support you. If you haven't heard from us, it doesn’t mean we've forgotten 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're diligently working behind the scenes to meet your needs and will reach out when necessary or when we have important updates to share.
We understand our schedule is busy with other orders, but please don’t hesitate to reach out if needed. Your communication is always welcome, and we’ll do our best to assist you promptly.
Ordering & Fulfillment Process:
1: When you place an order, we confirm all details, including the theme, features, and measurements to ensure a perfect fit for your dog. Our priority is to make your service dog stylish and comfortable with careful attention to detail.
We provide a size guide to help you choose the right fit. However, we cannot accept returns or exchanges for custom or premade items due to sizing issues.
2: After finalizing your order details, we’ll create and share visual previews with your selected colors, text, and specifics. Please examine these mockups carefully to ensure everything is correct, as this is your only chance to request changes before we proceed with production.
3: We carefully customize your service dog gear to meet your specific needs. After you approve the design mock-ups, your order will enter the embroidery and assembly stage, where our skilled team will craft it with precision. This process may take several weeks as we prioritize quality.
While we understand the importance of timely delivery, please note your order is among many in progress. Once completed, we may showcase your gear on our social media. You’ll receive shipping and tracking information, and we’ll provide a final photo of your items before they are sent.
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 ready for shipment, you’ll receive a tracking number via our website. Items typically ship within 24 to 48 hours, excluding weekends and holidays, and tracking may take up to 24 hours to update.
After shipment, it is your responsibility to track and receive the package. Hobbymutt is not liable for stolen or lost packages marked as delivered by USPS/UPS. If you'll be away, contact us to hold your item or arrange with the post office to hold the package.
In the event of theft, we cannot provide a free replacement.
WHAT IS A NON-DUPLICATION CLAUSE?
If a client provides an original design—one that is not based on copyrighted or trademarked characters or existing artwork—they may request a Non-Duplication. This ensures that, if their design is truly original, we will not create another set with the same design for any other customer.
Currency & Payment
All prices are quoted in USD. We accept payments exclusively through OUR Website, Etsy, and PayPal, for the protection of buyers and sellers.
Mock-Ups
We invest considerable effort into ensuring everything aligns with your vision and expectations. That’s why we provide mock-ups and revisions for your approval before starting work on your order.
Please note that we DO NOT create mock-ups unless the order is paid for.
Unfortunately, some have taken advantage of this process, leading to the implementation of this policy.