Last Updated: September 9, 2026
ESA Letter Evaluations
An ESA letter evaluation is a genuine clinical assessment by a licensed mental health professional. Approval is based on their clinical recommendation and cannot be guaranteed in advance.
- Not approved? You are not charged. If the mental health professional decides that an emotional support animal is not appropriate for you, your evaluation fee is refunded in full to your original payment method. Please allow 3-7 business days for the refund to clear back into your account.
- Cancelling before your appointment. You can cancel an upcoming appointment from your account. If you no longer want the evaluation, cancel the appointment and then contact us so we can refund your order.
- Approved letters. Once your evaluation is complete and your letter has been issued, the evaluation is not refundable. If something in your letter needs correcting, contact us and we will help.
Returns
Unused, non-customized products in their original condition may be returned within 30 days of receiving your package. Simply contact our customer service team to request a return along with the reason.
Exchanges
We offer exchanges in the case your item does not fit or if it is damaged. If it is our mistake, please let us know and we will make it right.
Non-Returnable Items
Identification cards and physical certificates are non-returnable items. These products are customized to your animal, so we cannot accept them back. If the mistake is ours, we will do our best to fix it and replace your items.
Warranty Period
All our items have a 90-day warranty period. If your product does not hold up to its quality, please let us know.
Cancellations
Orders for physical products may be cancelled unless already shipped. We do our best to print a tracking number the following business day after the order is submitted. Once your order has been packaged, we can no longer cancel it. If your package is refused, you will be refunded minus a fee for any customized products that were in the package.
How to Start a Return or Refund
To start a return, a refund inquiry, or an exchange, please contact our customer service team with your order number and the reason for your request.