Terms & Conditions
Prior to making a purchase from our shop, please take a moment to review and agree to our terms and conditions.
• By purchasing this product, you confirm that you have a Service Dog for a disability and that it is legally recognized in your specific US state or other country.
• We retain the right to decline service if we have concerns about the legality or safety of your service animal.
• We reserve the right to refuse service if you employ a fake ID or certificate to verify your service animal.
• When you make a purchase from our website, you are verifying that you are over 18 years of age and are using your own funds for the purchase, or you have obtained the necessary consent from your parent(s) or legal guardian to make the purchase using their credit/debit card.
Please note: We are not liable for minors making purchases without the consent of their parent(s) or legal guardian.
Returns and Refunds
In the event that the return is, indeed, due to our error:
If, for any reason, you need to return your item for replacement, modification, or a refund due to an error made by OUR team, we will cover the cost of the shipping label for you to return it to us.
In situations where repairs are unnecessary, but you've requested a refund due to an error on OUR part, we won't issue the refund until we've received the item and assessed its condition for use and damage.
As long as the item is returned within 7 days, in unused and undamaged condition, you will be eligible for a refund in cases where the error was on our end.
However, after the 7-day period, we will no longer accept the item or provide refunds. The package will be declined and returned to you, and the order(s) will be marked as COMPLETED.
We do accept returns for items damaged upon arrival.
Please get in touch with us immediately!
We do accept returns for sizing issues if the mistake is on our part, and we are happy to remake your order.
It's important to note that if the item fits your dog and allows for a few inches of growth, it is considered a good fit. A replacement will only be provided if you inform us during the order process that your dog is still growing. We will keep you updated on this when the time comes to create your order.
If you have any doubts about measuring accurately, please don't hesitate to reach out to us. We are here to assist you!
DO YOU ACCEPT CANCELLATIONS?
We understand that circumstances may change, and you may need to cancel or make adjustments to your order. Here is our policy regarding order cancellations, refunds, and adjustments:
1. Cancellations within 24 Hours
We accept order cancellations up to 24 hours from the time and date of purchase, in compliance with buyer remorse law. If you decide to cancel your order during this timeframe, you will be eligible for a full refund.
2. No Refunds After 24 Hours
After the initial 24-hour period, we regret that we cannot offer any refunds. This is due to the fact that materials for your order are typically ordered and accounted for at this stage, and the production process is underway.
3. Order Adjustments After 24 Hours
If you find that you need to make adjustments to your order after the initial 24 hours, we are happy to accommodate your requests. However, please note that this applies to adjustments only. If you choose to cancel your order for any reason after the 24-hour window, a refund will not be provided.
4. Return of Purchased Fabric
If you have purchased fabric and sent it to us for a custom order, we are more than willing to return the fabric to you upon your request. However, please be aware that you are responsible for the shipping costs associated with the return of the fabric.
We appreciate your understanding of our policy, as it enables us to provide efficient and high-quality service to all our valued customers.
DO YOU GIVE REFUNDS DUE TO WAIT TIMES?
We appreciate your understanding that we cannot offer refunds due to wait times.
We understand that waiting can be challenging, and we apologize for any inconvenience this may cause. However, it's important to note that you were informed of these wait times at the time of your purchase, and they are also clearly stated on our Instagram page, Etsy Shop, and Website.
As a shop run by individuals with disabilities, we empathize with the challenges that life can bring. We know that some days can be incredibly tough, especially when juggling family, work, and unexpected life events such as ER visits, hospital stays, and family emergencies. Despite these challenges, we always strive to get your orders to you as quickly as possible.
We are committed to transparency and making sure our customers are informed about our wait times before making a purchase. Your understanding and support mean the world to us, and we look forward to serving you with the care and attention you deserve. If you have any questions or concerns, please don't hesitate to reach out to us.
CAN I GET A REFUND DUE TO MY UNEXPECTED SITUATION?
Please be aware that refunds will not be granted for the following situations:
Unexpected Pet-Related Incidents:
If your dog was washed unexpectedly.
Unexpected vet or medical bills for your pet.
No longer having the dog for any reason.
In the unfortunate event of your dog passing away unexpectedly, we are here to offer options to assist you in the best way we can.
Change in Gear Needs:
If the gear you ordered no longer meets your requirements.
Requesting Expedited Orders:
If you initially agreed to our specified wait times but find that you can no longer wait due to an urgent need.
We understand that these situations can arise unexpectedly, and we sympathize with our customers' challenges. However, it's essential to clarify that we have encountered cases where some individuals have attempted to exploit these reasons to circumvent their purchase contracts. Our commitment is to maintain a fair and balanced approach for all our customers.
If you find yourself in one of these situations and need assistance, please reach out to us. We are here to provide support and explore options that can help address your specific needs while ensuring a fair and honest transaction process for all.
Your understanding is greatly appreciated.
PRODUCT WARRANTIES AND STIPULATIONS
Every item in our shop is meticulously handcrafted, which means they are created without a pre-existing "pattern" and are assembled by hand. As a result, these items may have minor imperfections, such as an occasional uneven stitch or an extra thread that might require trimming upon receipt. We're human, and such imperfections, which do not impact the item's functionality, are a natural part of the handcrafting process.
We do not offer discounts or refunds for minor flaws that result from handcrafting and do not affect the item's performance. We will only address and rectify issues arising from potential handcrafted flaws that render the item faulty.
Our commitment is to strive for perfection in every item we create, ensuring that no detail is overlooked, and that each item meets the highest standards of quality.
Any alterations or modifications to our items that have not been performed by hobbymutt will void all warranties. hobbymutt will not assume responsibility for any faulty construction or injuries resulting from items modified by individuals other than hobbymutt. This also includes the use of handles obtained from other shops or websites not affiliated with hobbymutt. hobbymutt will not be held accountable for any injuries or damage to the gear, dog, or handler due to improper use of handles that were not produced by hobbymutt. If the gear fails or breaks due to the use of a non-hobbymutt handle, we are not liable or responsible for covering repair and shipping costs to return the item to the shop that manufactured the handle, and we will not repair or replace any of our gear that may have been damaged due to misuse.
You are granted a 7-DAY window following the delivery date to assess whether the item fits your dog accurately. Beyond this period, hobbymutt cannot be held accountable. hobbymutt bears no responsibility if the item doesn't fit due to inaccuracies in the buyer's measurements. We can propose a complete replacement of the item at a discounted rate, or if feasible, we can modify it or provide extension straps (at the buyer's expense) if it doesn't affect the item's functionality. In this scenario, the shipping costs are the buyer's responsibility. If the entire item does not fit the intended dog within 7 days of the delivery date, the item(s) must be returned in new and unused condition. If a specialty fabric was ordered and there isn't enough left to remake the item(s), the buyer is responsible for reordering the fabric or covering the costs for us to reorder it on their behalf. If they prefer, the buyer can opt to change the color to one we currently have in stock. It's important to note that we photograph every item before it leaves our premises to ensure that all items are present, and we also capture measurements to confirm that the set was created based on the measurements you provided.
Any faulty gear, that can be attributed to our error in its construction and fails within 6 months of receiving the items, will be repaired or replaced at no cost, with the exception of shipping costs. The return shipment to the client will be covered by hobbymutt. However, if the gear fails due to the handler's improper use of the item(s), hobbymutt will not assume liability or responsibility for any injuries that may result.
What would be considered faulty?
In cases where any D-rings or buckles become loose or tear out completely, where the bunny loops tear off the harness, or when the shoulder straps show signs of pulling away from the harness, every situation will be carefully assessed to determine the cause of the damage before any decisions are made. It's essential to consider whether the damage resulted from misuse, such as applying excessive pressure, exceeding the gear's rated capacity, using the gear inappropriately (e.g., with roller blades, skateboards, or heely shoes), or pulling the item in a direction not intended for it. It's crucial to bear in mind that our gear is rated for LIGHT MOBILITY as per the endorsement of our local vet.
PLEASE READ BEFORE PURCHASE
When you purchase from our shop you agree to our terms and conditions.
• If you are purchasing this product you are confirming that you have a Service Dog for a disability and legal in your specific US state or other countries.
•We reserve the right to deny service to anyone for any reason.
•We reserve the right to deny service if we question the legality or safety of your service animal.
•We reserve the right to deny service if you use a fake ID or certificate to authenticate your service animal.
• When purchasing items from my website, you are confirming that you are over 18 and purchasing our item(s) with your own money OR you have your parent(s) or legal guardian's permission to buy things with their credit/debit card.
WE ARE NOT RESPONSIBLE FOR MINOR MAKING PURCHASES WITHOUT THEIR PARENT(s) OR LEGAL GUARDIAN(s) CONSENT!
PRODUCT WARRANTIES AND STIPULATIONS
We handcraft every single item we provide in our shop.
Handcrafted items mean that these items are made without a pre-existing “pattern” and are assembled by hand.
This means that these items could potentially have minor flaws such as a stitch that may not be straight or a thread that may still be attached that may need to be snipped off when you receive the item. We’re human.
*We do not discount or refund for minor flaws caused by handcrafting that do NOT affect the functionality of the item.*
We only fix/replace items that are faulty due to possible handcrafted flaws. We strive for perfection on every item we create and do our best to make sure nothing has been missed.
Returns & Refunds
Alterations & Revisions
We have a 1 year warranty (from date of delivery) on all of our items! If your gear fails before that one year mark is up, we will fix OR replace it 100% free of charge and we will pay for the shipping. IF you misused the item(s) purchased, we will not replace them. Misuse incudes applying more pressure than you are supposed to or pulling more than the gear has been rated for or pulling on the item in the direction it was not intended for.
Our gear is rated for LIGHT MOBILITY and is VETERINARIAN APPROVED.
If you use other shops handles with our gear or our handles with another shops gear, your warranty is void.
Failure to Communicate
Should the buyer fail to communicate with us, the seller, for a period of 30 or more days despite an attempt to contact buyer, we will place your order on a hold. Exceptions apply for prior consent or knowledge for reasons of valid, long term non-communication. Once we have established contact again, your order will be placed in line.
Failure to communicate or provide requested information for a period of 6 months or longer will result in an automatic cancellation of your order. Any funds provided will at our discretion either be kept going towards donated gear, or partially refunded depending on items ordered and if reasons are valid.
*Valid reasons for failure to communicate include but are not limited to hospital admissions, being in a coma and reasons that would need to be evaluated due to what we create. Non valid reasons for failure to communicate include but are not limited to "not feeling like it", "forgetting", etc.
We work really hard to make sure everything is exactly how you dreamed and imagined! That's why we send you mock-ups and mock-up revisions so that you can approve the design we have made before we make it.
Sadly we have had people take advantage of our generosity as a result.
Because of this, we had to implement this policy.
If you have already approved your mock-up and we have either started on the order or even finished your order and you request a change, there will be an additional charge!
It takes a good chunk of time to make cut out and prepare your order, which may include embroidery and that is very time-consuming and costly.
Working on constant alterations/revisions wastes product(s)s and time, which we in turn lose time and money.
It also cuts into the time we need for all the orders we have.
Currently, the price for order alterations, after I have already started the order and cut the materials/started the embroidery, is $20.00 and can be found in our add ons & options section.
If your order is completely done and you require a change, you need to repay for the item(s).
Keep in mind, that if your alteration is something simple/small and will not affect the entire order, I may not charge you for it.
HOWEVER, THIS POLICY IS ON A CASE-BY-CASE BASIS.
FAILURE TO COMMUNICATE
Should the buyer not engage in communication with us, the seller, for a duration of 30 or more days, despite our attempts to establish contact, we will temporarily halt your order. Exceptions may apply if there was prior consent or knowledge for reasons justifying extended non-communication. Once communication is reestablished, your order will be reinstated in our queue.
Failure to maintain communication or provide the requested information for a period of 6 months or longer will lead to an automatic cancellation of your order. In such cases, any funds provided will be subject to our discretion, with the options being to retain the funds for donated gear or issue a partial refund, depending on the items ordered and the validity of the reasons behind the extended non-communication.
*Valid reasons for failure to communicate may include but are not limited to hospital admissions, being in a coma, and circumstances that require evaluation based on the nature of our creations.
*Non-valid reasons for failure to communicate may encompass but are not limited to "not feeling like it" and "forgetting," among others.
ALTERATIONS AND REVISIONS
We put a lot of effort into ensuring that everything aligns with your vision and expectations. That's why we send you mock-ups and mock-up revisions for your approval before we start working on your order.
Regrettably, we've had instances of people taking advantage of our generosity, which has led to the implementation of this policy.
Once you've approved your mock-up, and we've either begun or completed your order, requesting a change will incur an additional charge. Preparing an order, including cutting materials and embroidery, is a time-consuming and costly process. Continual alterations and revisions consume product and time, resulting in a loss for us and impacting the time we need for all our orders.
At present, the cost for order alterations, after we've already initiated the order and prepared materials or commenced embroidery, is $20.00, as detailed in our add-ons and options section.
If your order is entirely finished and you require a change, you'll need to repurchase the item(s). However, if the alteration is a small and straightforward adjustment that doesn't impact the entire order, we may not charge you for it.
*Please be aware that this policy is evaluated on a case-by-case basis.
WHAT HAPPENS IF YOU DON'T LIKE THE POLICIES YOU AGREED TO AND THREATEN TO SUE?
We understand that disputes can arise, but resorting to threats of legal action because the terms and conditions were not read will only lead to the cancellation of the order. Any payments made may be allocated toward legal fees if necessary.
In the event of threats to "report" us, we will inform other shops and community inquiry boards about your conduct and consider adding you to the seller beware list due to threatening behavior, and failure to review and adhere to our terms and conditions.
It's important to note that there is a community of shops that keeps track of individuals for these reasons, and other shops may choose not to do business with those on such lists. We do not tolerate threats, bullying, or aggressive behavior. If you encounter an issue, we encourage open communication to resolve it amicably.