Welcome! Below are answers to our most frequently asked questions. If you were directed here, your answer should be below. If you still need help or want clarification, feel free to reach out anytime.
FAQ's
Orders and Shipping
Where do you ship?
We ship within the United States and internationally. Shipping rates and delivery times vary depending on location.
When will my order ship?
Orders ship Monday through Friday excluding holidays. All orders ship according to the current posted wait time.
Please note
• Wait times are estimates and not guaranteed
• Production time does not include shipping time
• Tracking may take one to three business days to update after drop off
Do you ship orders together?
Yes. Orders containing multiple items will ship together once all items are complete. We do not ship partial orders.
Can I combine or add to an order?
No. Orders cannot be combined or added to once placed.
Can I cancel or change my order?
Orders cannot be canceled once placed unless we determine an error occurred on our end.
Changes are not guaranteed and may only be considered if production has not started.
What if my package is lost, stolen, or delayed?
Once your order has been shipped and accepted by the carrier, responsibility transfers to the shipping carrier.
If an issue occurs, you will need to contact the carrier directly to file a claim.
Do you guarantee delivery dates?
No. Delivery dates are not guaranteed once a package has been shipped.
Where do I place an order?
All orders must be placed directly through our website. We do not accept orders through messages or invoices.
Products and Ordering
What is the difference between premade, predesigned, custom, and mystery?
Premade
Ready to ship exactly as shown. No changes can be made
Predesigned
Design is already created. You can select available options, but the design itself cannot be changed
Custom
Fully customized based on your design or our design process
Mystery
Design, colors, and materials are chosen entirely by us. No previews are provided
Can premade or predesigned designs be changed?
No. Predesigned and premade designs cannot be altered. If you want changes, you must place a custom order.
How do premade sales work?
We offer both scheduled premade sales and random drops.
Scheduled sales are announced at least three to five days in advance.
Random drops are added to the website without prior notice.
Sneak peeks including photos and videos are typically shared before releases.
Can I pre purchase a premade?
No. Premade items are not available for pre purchase.
Are premade items customizable?
No. All premade items are sold exactly as shown and cannot be modified.
Do you offer non service dog gear?
Yes. We offer a variety of gear that is not service dog specific, including reactive dog gear, therapy dog gear, human clothing, panels, tabs, leash wraps, and more. Availability may vary depending on the product.
Are colors exact?
Colors may appear slightly different in person due to screen settings, lighting, and material variations.
Custom Orders
How do custom orders work?
Custom orders are claimed through a limited custom listing and require a non refundable deposit to secure your spot. This deposit will go toward the final cost of your order.
There are two ways to place a custom order
Option 1
You provide a fully finalized design with all required details before ordering.
Customer provided designs must be submitted and approved before claiming a custom spot. This is to ensure the design does not contain trademarked or copyrighted material, obscure language, or other content we may not want associated with our business.
Failure to have a design approved before claiming a custom spot may result in the loss of your deposit.
Option 2
You choose to have us create the design for you.
If you select for us to create your design, your order will be placed as normal and we will design your piece based on the information provided.
You may request changes to colors and text.
Large scale design changes are not allowed.
By selecting for us to design your custom, you agree to our design style and process.
What counts as a large scale design change?
Large scale design changes include but are not limited to
Changing the overall concept or theme
Changing the wording or phrase entirely
Switching to a completely different design
Requesting a new layout or structure
These types of changes will not be accommodated once the design process has started.
What happens if I do not like the design?
When selecting for us to design your custom, you are trusting our style and creative direction.
We will work within the details you provide, but we do not offer completely new design concepts once the design process has started.
Is the custom deposit refundable?
No. All custom deposits are non refundable
The deposit secures your custom spot and covers the time spent reviewing, planning, and preparing your order.
The deposit will be applied toward the final total of your order.
Will I receive a mockup?
Custom and predesigned orders include a mockup that must be approved before production. Mockups are only provided after an order has been placed.
How many mockup revisions do I get?
Each order includes up to four revisions. Additional revisions require a fee.
What happens after I approve my mockup?
Once approved, your order moves into production exactly as shown. No further changes can be made.
Are designs exclusive?
No. Designs may be reused for future products unless you own the rights to the artwork.
Do you accept copyrighted or trademarked designs?
No. We do not work with copyrighted or trademarked material such as logos, characters, or brand names.
Sizing and Fit
How do I choose the correct panel size?
We recommend choosing a panel that is about 65 percent of your dog’s measurement.
Example
31 inch measurement multiplied by 0.65 equals 20.15
Round down to a 20 inch panel
Please note
• This is a recommendation only
• All dogs are built differently
• You are responsible for selecting the correct size
What if I order the wrong size?
We are not responsible for incorrect sizing or measurements provided by the buyer.
Pricing and Design
Why does pricing vary?
Pricing is based on design complexity, stitch count, materials, and production time.
What is digitizing?
Digitizing is the process of converting an image into a stitch file for embroidery. This is done manually and can take several hours depending on complexity.
Care and Product Use
How do I care for my gear?
Clean using mild soap and lukewarm water
Avoid harsh chemicals
Air dry and dry hardware immediately
Are your products guaranteed for heavy use?
No. Products may experience normal wear over time depending on use and conditions.
Policies and Safety
Are your products certified for service animal use?
No. We do not certify or verify service animals, and our products do not grant any legal access rights.
Do you offer returns or exchanges?
No. All sales are final unless we determine an error occurred on our end.
What if there is an issue with my order?
You must contact us within 48 hours of delivery and provide photos or videos for review.
Can you refuse service?
Yes. We reserve the right to refuse service or cancel orders for policy violations, inappropriate conduct, or other concerns.
Giveaways and Collaborations
Do you sponsor giveaways or offer free products?
We do not regularly sponsor giveaways, offer free products, or participate in collaborations.
From time to time, we may choose to host our own giveaways or provide products at our discretion for specific purposes.
These decisions are made internally and are not based on requests.
We kindly ask that you do not reach out requesting free products, sponsorships, or collaborations, as these requests will not be considered.
Contact
How do I contact you?
You can reach us through Instagram at @mtnviewoasis or by email at mountainviewoasis22@gmail.com ! We will respond as soon as possible.