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 but they can be a MINIMUM of 2-3 months 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, holidays, 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 weeks just to say hello or provide status updates. You may not here from us for a couple months.
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—theme, features, and measurements—to ensure a perfect fit for your dog. We are committed to delivering a product that is both functional and stylish, with meticulous attention to detail.
Please note that while we provide a comprehensive size guide to assist with accurate measurements, we cannot accept returns or exchanges for custom or premade items due to sizing issues.
2: After finalizing your order details, we will provide visual mockups showcasing your selected colors, text, and specifications. Please review these carefully; this is the only opportunity to request adjustments before production begins.
3: We meticulously customize your service dog gear to meet your unique requirements. Once the design mock-ups are approved, your order moves into the embroidery and assembly stage, where it is crafted with precision and care.
As a very small, disabled-owned business, we handle multiple orders across several platforms, which can extend production times. Please note that this process may take several weeks, as we prioritize exceptional quality in every item we create.
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.