FAQs

BELOW ARE SOME OF MY MOST FREQUENTLY ASKED QUESTIONS. IF I HAVE SENT YOU TO THIS PAGE, THEN YOUR ANSWER HAS BEEN PROVIDED BELOW. IF YOU ARE STILL UNCERTAIN, NEED FURTHER CLARIFICATION, OR HAVE ADDITIONAL QUESTIONS NOT LISTED HERE YOU ARE MORE THAN WELCOME TO CONTACT ME.

WHERE DO YOU SHIP?

We can ship to any country outside of the United States!

I ALREADY HAVE AN EXISTING ORDER. CAN I ADD PRODUCTS TO THAT ORDER?

In order to keep orders organized and work efficiently we are unable to add additional products to existing orders.

WHEN CAN I EXPECT TO RECEIVE MY ORDER?

We ship orders Monday-Friday with the exception of holidays. All orders will ship according to the existing wait time. Please allow time for the tracking information to be scanned in and updated.

MY PACKAGE WAS LOST, STOLEN, OR DAMAGED. WHAT DO I DO?

Please contact the shipping company and file a claim.

HOW DO YOUR PREMADE SALES WORK?

We have scheduled premade sales where the date and time will be provided 3-5 days minimum ahead of the sale.

Leading up to a scheduled premade sale sneak peaks, both videos and photos, will be posted showcasing some or all of the premades that will be featured in the sale

We also have random premade drops where we randomlly add new premades to the website without warning.

We will post to let everyone know that we have added new premades to the website. There will also be both videos and photos posted showcasing some or all of the new premades.

CAN I PRE-PURCHASE A PREMADE?

No. In order to keep our sales fair we do not presell products ahead of sales.

HOW DO I ORDER A CUSTOM?

Please fill out our custom order form for a quote. Our custom order form can be found our website.

CAN YOU TAKE MY ORDER THROUGH MESSAGES, SEND ME AN INVOICE, OR CREATE ME A CUSTOM LISTING?

To keep orders organized and work efficiently we are unable to take orders outside of our website.

WHAT IS YOUR CURRENT WAIT TIME?

The current estimated wait time can be found at the top of every page. While we do our best to keep wait times to a minimum, the wait time is only an estimate and is subject to change due to unexpected delays.

We do not guarantee wait times, shipping dates, or delivery dates.

DO YOU OFFER NON-SERVICE DOG GEAR?

Yes, we do! In addition to BioThane products we offer non-service dog specific gear such as panels, leash wraps, tabs, etc. on a case-by-case basis.

This is so that we can make sure that you will not be mis-labeling your dog or breaking any local laws. 

HOW DO I KNOW WHAT SIZE PANEL TO PURCHASE?

We generally recommend to purchase a panel that is roughly 65% of your dogs total girth measurement. You will measure your dogs girth by measuring just behind the front legs all the way over the top of the back and under their stomach at the widest part.

If your dogs girth is 31" around you would multiply 31 (your dogs girth) by 65% to get your recommended panel size. In this case when multiplying you would get 20.15, which you would round down to get a 20" panel.

Please keep in mind that like people all dogs are different! These are only our recommended girth and panel sizes. You should choose what you feel would look best on your pup!

If you are unfamiliar with ordering panels be sure to double check with a tape measure (center panel size over dog's back) to see how the panel would look on your pup before ordering!

WHAT IS THE DIFFERENCE BETWEEN A VEST, CAPE, AND A CONVERTIBLE?

A vest is a stand alone piece of gear. A cape is made just like a vest, but it is made to attach to a harness and cannot be worn as a stand alone piece of gear. A convertible can change between being a vest and a cape.

How DO I CARE FOR MY PRODUCT?

Vests/Capes/Convertibles: Begin by wiping and spot cleaning with mild cleaning solution and luke warm water. You can soak with luke warm water and a mild cleaning solution as well, but be mindful of any metal hardware. A soft toothbrush or something similar can be used on any tough spots. Lay flat to dry. Hand dry any metal hardware immediately after wash to avoid rusting. HAND WASH ONLY! DO NOT IRON.

Small Items: Begin by wiping and spot cleaning with mild cleaning solution and luke warm water. You can soak with luke warm water and a mild cleaning solution as well, but be mindful of any metal hardware. A soft toothbrush or something similar can be used on any tough spots. Lay flat to dry. Hand dry any metal hardware immediately after wash to avoid rusting. HAND WASH ONLY! DO NOT IRON.

Clothing: Begin by washing inside out with cold water on a gentle cycle. Tumble dry or hang to dry. DO NOT REMOVE WHITE BACKING. DO NOT WASH WITH HEAVY FABRICS (ESPECIALLY JEANS). DO NOT IRON DIRECTLY ON EMBROIDERY.

BioThane: Begin by wiping down and spot cleaning with mild cleaning solution and luke warm water. You can soak with luke warm water and a mild cleaning solution as well, but be mindful of any metal hardware. A soft cloth, soft sponge, or something similar can be used on any tough spots. Lay flat to dry or hand dry with a soft towel. Hand dry any metal hardware immediately after wash to avoid rusting. Avoid using any harsh chemicals or abrasive cleaners, as they can damage the material. Do not apply vinegar, bleach, hydrogen peroxide, acetone, bug spray, alcohol, or any adhesives to the product as these may have damaging results. HAND WASH ONLY!

YOUR PRICING IS ALL OVER THE PLACE. HOW DO YOU DETERMINE PRICING?

Our pricing is based on the total stitch count, materials, and our time. Due to this our prices vary depending on the above factors.

WILL YOU SELL OR MAKE ME A DIGITIZED FILE?

We do not currently sell our files or offer digitization services.

DO YOU SPONSOR GIVEAWAYS, DONATIONS, OFFER DISCOUNTS, OR OFFER TRADES?

No. Due to the cost of materials, the time we spend making gear, potential scamming, etc. we do not sponsor giveaways, offer donations, offer discounts, or offer trades.

I SEEN THIS DESIGN FROM XYZ SHOP?

We often purchase pre-digitized embroidery files online. Many shops have access to these designs and are able to purchase them as well.

In an effort to stay original we limit our contact with other shops.

HOW DO I CONTACT YOU?

You can message us on Instagram @mtnviewoasis or email us at mountainviewoasis22@gmail.com and we will get back with you as soon as we can!