Q: How long does it take to be approved for an Emotional Support Animal?
A: Please allow 1 full business day for your application to be processed and reviewed.
Q: Is there a chance I will not be approved?
A: Yes. Our doctors will review each application individually and decide if the patient is in need of an Emotional Support Animal.
Q: If I do not get approved, do I get a refund?
A: Yes, we will automatically refund your purchase minus the $25 doctor evaluation fee.
Q: Who do I contact if I have a question?
A: You can contact us by phone or email. We advise sending an email for a quicker response. You can email us at firstname.lastname@example.org
Q: Are your services legitimate?
A: Of course! All of our doctors are registered and licensed who are actively practicing in their field of work.
Q: My apartment complex asked for an additional form to be filled out. What do I do?
A: Please email any additional forms to email@example.com for us to complete for you. Depending on the required questions being asked, a $20 fee may apply.
Q: Is my letter still good if I need a refund on my purchase?
A: No. If you request any kind of refund on your letter, you will become inactive as a patient. If you try to submit your inactive letter, your patent ID will show as "denied" to your housing complex or preferred airline.
Q: What is the different between an Emotional Support Animal and Service Animal?
A: We only offer certification for Emotional Support Animals. This animal is one that you currently own and need its companionship for any personal reasons such as anxiety, depression, social anxiety disorder, etc. A Service Animal is an animal that has been trained to perform and/or take certain measures in life threatening situations. For example, but not limited to seizures, alerting people who are blind or deaf, reminding their owner to take medication, etc. A psychiatric service dog is a recognized sub-category of service dog trained to assist their handler with a psychiatric disability or a mental disability.
Q: My shipping address is not where I would like my package to go. What should I do?
A: Please email firstname.lastname@example.org immediately after your purchase with an updated shipping address.
Q: Am I automatically approved once I hit the checkout page on the website?
A: No. The doctor still needs to review your application. You will receive and email as soon as your status changes.
Q: Can multiple owners be on one letter?
A: No. Each individual needs to be separately evaluated by or doctor as each individual person will have varying symptoms and/or reasons for an Emotion Support Animal.
Q: How long does it take for my items to ship?
A: Please allow 1 full business day after you have been approved for your items to ship.
Q: I didn't order a vest or hard copy of the letter but I would like to order one. How do I do that?
A: Please email email@example.com to place an additional order. We can get those items ordered for you right away.
Q: Is it true that airlines are banning ESAs?
A: The new law is not a ban. It is simply stating that airlines are no longer required to accept ESAs. Now airlines have the option to decide whether or not they want to accept them at their discretion. Individual airlines will set their own policies regarding whether or not they will continue to accept ESAs in the cabin.
Q: Which airlines accept ESAs in the cabin?
A: Good question. Because this is a fairly new ruling and airlines are still making their announcements, we highly recommend you call the airline to verify their ESA policies prior to booking.
Q: Are ESAs being banned by housing authorities?
A: Housing laws regarding accommodations for ESA owners have not changed. Therefore, you may continue to utilize your ESA letter for your housing needs.
Q: I purchased my flight ticket prior to January 11th. Can I still fly with my ESA?
A: Most airlines are honoring ESAs for flights booked prior to January 11th. Each airline has its own policies with regards to how long they will honor the exception.
Q: What is the difference between an ESA and a psychiatric service animal?
A: An ESA can be any animal species within reasonable limits, however typically they are a dog or a cat. A psychiatric service animal can only be a dog. Additionally, an ESA does not need to be trained to perform a specific task. A psychiatric service animal needs to be trained to perform a specific task or tasks.