Frequently Asked Questions (FAQ’s)


General Information about ESA’s

ESA’s & Housing

ESA’s & Travel

ESA Certificate

Order Process
  1. What is an emotional support animal (“ESA”)?
  2. How do I qualify for an emotional support animal?
  3. Do I need a certificate, registration, license, ID card or vest for my emotional support animal?
  4. Can an emotional support animal enter a grocery store, restaurant, hotel or other public space?
  5. Are emotional support animals a scam? Are online ESA companies such as ESA Doctors scamming their customers?
  6. What kind of animals can be an emotional support animal?
  7. Do ESAs need special training? Can my current pet be an emotional support animal?
  8. What laws protect emotional support animals?
  9. Can I qualify for more than one emotional support animal?
  10. What types of disabilities qualify for an ESA letter?
  11. What kind of therapist can write an ESA letter? Can my doctor prescribe an ESA for me?
  12. Who should I ask for my ESA letter?
  13. Is an ESA letter from an online therapist just as good as an ESA letter from a therapist seen in person?
  14. When does an ESA letter expire?
  15. Should I adopt my emotional support animal before or after I get an ESA letter?
  16. Do I need to submit a hardcopy of my ESA letter to the landlord or airline?
  17. What will the ESA letter contain? Will an ESA letter reveal details about my condition?
  18. Is an emotional support animal the same thing as a service animal?
  19. My landlord says our building doesn’t allow pets and my emotional support animal isn’t welcome, is that allowed?
  20. Can my landlord charge a fee or deposit for my emotional support animal?
  21. My emotional support animal caused some damage by accident and my landlord says I’m responsible for paying for the repairs, can they do that?
  22. If I already paid a deposit or fee for my pet which later qualified as an emotional support animal, am I entitled to a refund?
  23. When is a landlord able to deny a request for an emotional support animal?
  24. My landlord rejected my ESA request, now what?
  25. Do I first need my landlord’s permission before bringing home an emotional support animal?
  26. My landlord is not responding to my ESA request, how quickly do they have to get back to me?
  27. Are condo homeowners associations (HOAs) and co-ops also subject to Fair Housing rules regarding emotional support animals?
  28. My landlord lives in my building, does my emotional support animal still have the right to live with me?
  29. My landlord, co-op or HOA is denying my ESA request because the building doesn’t allow dogs over a certain weight, is that allowed?
  30. My landlord, co-op, or HOA is rejecting my ESA because it is a pitbull, is that allowed?
  31. Is my emotional support animal allowed at the pool, garden, rec room and other common areas of my building?
  32. Can my landlord charge an application fee for considering my emotional support animal?
  33. How do I let my landlord know I will be living with an emotional support animal?
  34. Do I have to be home all day with my ESA?
  35. Can I bring an emotional support animal into university housing?
  36. My landlord says my emotional support animal letter has to come from a doctor seen in person, is he right?
  37. I just moved to a new state, will my old ESA letter written by a therapist in my old state still work with my new landlord?
  38. My landlord wants to speak to my therapist, is that a violation of my privacy rights?
  39. My landlord is being really difficult about my emotional support animal and I believe they are violating my rights. I have tried reasoning with them at length but they are acting hostile, is there anything I can do?
  40. I live in Canada, can my emotional support animal live with me?
  41. I submitted my ESA letter and my landlord is requesting a certification, registration or identification card, what do I do now?
  42. Can my emotional support animal board the cabin with me on flights?
  43. My airline is requiring an additional form to be completed by my therapist, is that allowed and can you help me?
  44. Can I just pay the extra document fee instead of paying for both the ESA letter and completion of the airline form?
  45. How do I request to have my ESA join me on a flight?
  46. Do I need to pay a fee for my emotional support animal to fly with me?
  47. What type of animals are allowed to fly in the cabin as emotional support animals?
  48. How many ESAs can I bring aboard a flight?
  49. Can my airline disallow my dog because it is a certain breed, like a pitbull?
  50. Can an airline reject an emotional support animal because it is too heavy?
  51. I read that ESAs will longer be allowed on flights, is that true?
  52. Can emotional support animals board long flights?
  53. Can my emotional support animal board international flights?
  54. Does my emotional support animal have to be in a carrier during the flight? Can my ESA sit on the floor during the flight?
  55. Is ESA Doctors a doctor’s office? Does it employ doctors?
  56. Is ESADoctors.com a legitimate website?
  57. How can I reach ESA Doctors? Do you have a phone number I can call?
  58. Does ESADoctors.com have client reviews?
  59. What is your refund policy?
  60. How does your money-back guarantee work?
  61. What is the Annual Renewal Subscription and do I need a new letter next year? How do I cancel?
  62. What is your shipping policy? What if I have damaged/lost my original letter. How can I get a new one?
  63. My airline/landlord has a separate document they need filled out. Can you help with this?
  64. The airline/landlord has specific wording they are requiring in the letter. Can you make adjustments to my ESA letter?
  65. Can I upgrade my plan to include housing and/or travel?
  66. When will my payment be processed?
  67. What is ESA Shield? Is it a good idea for me?
  68. Will my answers to the ESA questionnaire be kept confidential?

What is an emotional support animal (“ESA”)?

An emotional support animal (ESA) is an animal that provides much-needed comfort to its human companion simply by being by their side. Emotional support animals are proven to alleviate the symptoms of mental and emotional conditions such as anxiety, depression, post-traumatic stress disorder (PTSD), and phobias such as a fear of flying. It is important to note that emotional support animals are not “service animals” under the Americans with Disabilities Act, as they have not been trained to perform certain jobs or tasks. Depending on where you live, you may have legal protection for the presence of your emotional support animal when buying or renting a home, traveling by train or airplane, and when staying in hotels.

How do I qualify for an emotional support animal?

First, a licensed healthcare provider must diagnose you with a condition that warrants the benefit of an emotional support animal. Then, that healthcare provider or licensed mental health professional (LMHP) must also write a letter to recommend the use of an emotional support animal. Under federal law, this letter is all you need to qualify your animal companion as an emotional support animal.

Do I need a certificate, registration, license, ID card or vest for my emotional support animal?

No. The only documentation needed to qualify your animal as an emotional support animal is a signed letter from your licensed healthcare provider. It is acceptable and common for airlines and landlords to request copies of this letter. However, these entities cannot request any other, additional, certificates or registrations in order to accept the presence of your animal for emotional support. It is important to note that registries you may find online, vests for your animal to wear, and costly certificates are not necessary and do not take the place of a signed letter from your healthcare provider.

Can an emotional support animal enter a grocery store, restaurant, hotel or other public space?

No, unlike service animals for disabled individuals, emotional support animals do not have any legal rights or exceptions to be admitted into grocery stores, restaurants, or even hotels that prohibit animals. ESA owners have the legal right to be accompanied by their animal companion in their home and on flights pursuant to the Fair Housing Act and Air Carrier Access Act. However it’s important to note that some establishments, while not required to do so, may allow your emotional support animal on premises as a courtesy.

Are emotional support animals a scam? Are online ESA companies such as ESA Doctors scamming their customers?

No, Emotional Support Animals are not a scam. Because ESAs are not service animals there can sometimes be skepticism around their use and necessity. There is a great deal of misinformation online about Emotional Support Animals and their owners. Many people do not realize that there are regulations for ESAs in the United States and that these animals help alleviate the symptoms of legitimate, diagnosed medical conditions.

If you need assistance locating a reputable physician or healthcare provider to talk through your need for an emotional support animal there are many great resources online. ESACertificate.org works to connect you with a healthcare professional licensed in your state to discuss your symptoms, diagnosis, and the potential benefits of emotional support animals.

What kind of animals can be an emotional support animal?

The most common emotional support animals are dogs and cats. However, people may use a wide variety of animals to serve as their ESA. Under federal Fair Housing rules, an ESA can be a dog, cat, small bird, rabbit, hamster, gerbil, other rodents, fish, turtle, or other small, domesticated animal that is traditionally kept in the home for pleasure rather than for commercial purposes. Airlines are required to accommodate dogs, cats, and miniature horses, and can deny boarding for “unusual” animals such as ferrets, rodents, spiders, snakes, and other reptiles.

Do ESAs need special training? Can my current pet be an emotional support animal?

No, emotional support animals do not require special training because they are not service animals. ESAs provide comfort for mental illness, phobias, and other conditions through their companionship and often take the form of the patient’s household pet. However, if you pet is going to begin flying with you as an emotional support animal it would be advised to conduct general obedience training with your animal to assure it will behave appropriate in public, potentially crowded, places.

What laws protect emotional support animals?

Emotional support animals have rights under the Fair Housing Act and the Air Carrier Access Act. The U.S. Department of Housing creates guidelines with respect to ESAs in housing, and the U.S. Department of Transportation creates guidelines with respect to ESAs and air travel. These rules protect people suffering from mental or emotional disabilities who have emotional support animals from discrimination. There are also various state laws that protect emotional support animals.

Can I qualify for more than one emotional support animal?

Yes, it’s not unusual for a person to obtain a letter recommending more than one emotional support animal be carried. However, your qualifying letter must explicitly state the recommendation of two animals. Additionally you should be aware that airlines are permitted to limit ESAs to one per passenger. Always contact your air carrier to confirm its policy before bringing your animal(s) to the airport.

What types of disabilities qualify for an ESA letter?

Your healthcare provider ultimately determines this, but generally speaking conditions such as anxiety, depression, phobias and post-traumatic stress disorder (PTSD) may benefit from the use of an emotional support animal.

For purposes of Fair Housing rules, a disability is a physical or mental impairment that substantially limits one or more major life activities.

For purposes of the Air Carrier Access Act, the mental or emotional disability should be one that is recognized in the Diagnostic and Statistical Manual of Mental Disorders (DSM).

What kind of therapist can write an ESA letter? Can my doctor prescribe an ESA for me?

An ESA letter must be written by a licensed healthcare professional or licensed mental health professional (LMHP), these individuals are not necessarily medical doctors. Letters may be signed by psychiatrists, registered nurses, nurse practitioners, physician assistants, clinical social workers, licensed counselors and other licensed professionals.

An ESA letter is not a “prescription”, it is a recommendation.

Who should I ask for my ESA letter?

Every condition, and every individual’s symptoms are different. Always talk to your mental healthcare provider first regarding the potential benefits of an emotional support animal. If you do not have a mental health care provider, consider asking your primary care physician for a recommendation or look for licensed reputable providers that work online.

Is an ESA letter from an online therapist just as good as an ESA letter from a therapist seen in person?

Absolutely. Especially in a COVID and post-COVID environment, more and more therapists are working remotely and offering services online. In order to qualify your emotional support animal, your mental health professional must be licensed and familiar with your mental health history – they do not have to be seen in person.

When does an ESA letter expire?

An ESA letter for air travel expires after one year. For housing purposes, ESA letters technically do not have an expiration date under Fair Housing rules. However, some landlords will demand a more recently dated letter. Therefore we recommend renewing your ESA letter annually so you don’t run into any issues with travel or housing.

Should I adopt my emotional support animal before or after I get an ESA letter?

Your current pet can easily qualify as an emotional support animal. However it is also okay to adopt an animal after learning that an emotional support animal is recommended by your mental health provider. Your ESA letter is specific to you and your medical needs, and is not specific to the animal. You can adopt after received a recommendation letter.

Do I need to submit a hardcopy of my ESA letter to the landlord or airline?

No, a printed ESA letter is not required, however we always recommend traveling with a copy if possible The licensed professionals that work with ESACertificate.org will provide a digital copy of your ESA letter if you qualify, which you can then use immediately and keep on your phone for quick reference when traveling.

What will the ESA letter contain? Will an ESA letter reveal details about my condition?

A valid ESA recommendation letter will contain the licensed mental health professional’s contact and license information, which can be verified.

An ESA letter will clearly state that you have a disability for purposes of the Fair Housing Act or Air Carrier Access Act. Qualifying disabilities include: severe depression, anxiety, phobia or post-traumatic stress disorder. The ESA letter will recommend an ESA to help alleviate symptoms of your mental or emotional disability. It is important to note that neither landlords nor airlines are permitted to demand the details of your specific diagnosis or the severity of your condition. They are also prohibited from requested additional medical records or asking for additional medical exams to confirm your condition.

Is an emotional support animal the same thing as a service animal?

No. Service animals are training to assist people living with a disability in specific tasks. For example seeing eye dogs for people living with blindness.

Unlike Emotional Support Animals, service animals have legal rights under the Americans With Disabilities Act (ADA). For example, service animals are generally allowed to go wherever members of the public are allowed (bars, restaurants, stores, etc.). Emotional support animals only have rights related to housing and on airplanes.

Can my landlord charge a fee or deposit for my emotional support animal?

No. Landlords are not permitted to charge additional fees, surcharges or deposits in connection with ESAs. Under Federal Housing Act rules, ESAs are not pets and pet deposits do not apply to them. However, if your ESA causes damage to the property, the landlord can charge you for the damage and deduct expenses from any general security deposit you may have paid.

Frequently Asked Questions Regarding Emotional Support Animals & Housing

My emotional support animal caused some damage by accident and my landlord says I’m responsible for paying for the repairs, can they do that?

Yes. ESA owners are always responsible for the actions of their emotional support animals. Your landlord is permitted by law to charge you for any damaged caused by your ESA. Landlords can also deduct costs for any ESA-caused damages from a general security deposit they may have collected at the start of your lease term.

If I already paid a deposit or fee for my pet which later qualified as an emotional support animal, am I entitled to a refund?

Possibly. In situations where a tenant’s pet later qualifies as an emotional support animal, and they had previously paid a pet deposit a refund would be in order. However, if you’re paying a monthly fee or extra fee on your rent for the pet – you would not be due back charges from when your ESA was classified as a pet.

When is a landlord able to deny a request for an emotional support animal?

Landlords only have the ability to reject your request to live with an emotional support animal under very limited circumstances. Your landlord can reject an emotional support animal if they determine that the animal would pose a direct threat to the health or safety of other individuals or would result in substantial physical damage to the property of others.

A housing provider may also reject an emotional support animal if the accommodation would cause an “undue financial and administrative burden” on the housing provider’s operations.

My landlord rejected my ESA request, now what?

It’s not uncommon for landlords to initially reject an ESA request. Some landlords are simply unaware of what Fair Housing rules regarding ESAs actually require. Other landlords will sometimes confuse emotional support animals with service dogs. The Department of Housing’s guidance states that landlords should engage in a good-faith interactive process with tenants to resolve ESA issues. It may be helpful for you to point out the relevant housing rules to your landlord if they are denying your ESA without merit. Many times landlords are simply just unaware of their obligations under Fair Housing rules and will acquiesce once they are confronted with the facts. If your landlord refuses to cooperate you can also file a complaint with the US Department of Housing and Urban Development. However this should be used as a very last resort.

Do I first need my landlord’s permission before bringing home an emotional support animal?

We recommend clearing your emotional support animal with your housing provider prior to bringing your ESA home, particularly if you live in a building that does not allow pets. Submit your ESA letter to your landlord as soon as it becomes available to you.

My landlord is not responding to my ESA request, how quickly do they have to get back to me?

Landlords must reply to ESA requests “promptly”, and within 10 days of receiving the tenant’s request for accommodation.

Are condo homeowners associations (HOAs) and co-ops also subject to Fair Housing rules regarding emotional support animals?

Yes, HOAs and co-ops are subject to Fair Housing requirements and must also reasonably accommodate valid ESAs.

My landlord lives in my building, does my emotional support animal still have the right to live with me?

Maybe. The Fair Housing act applies to most types of housing. There are however some exceptions. The following types of housing do not have to comply with the Fair Housing Act’s rules regarding emotional support animals: 1. owner-occupied buildings with no more than four units, 2. single-family houses sold or rented by the owner without the use of an agent, 3. housing operated by religious organizations, and 4. private clubs that limit occupancy to members.

Note that although certain landlords are not legally obligated to accommodate emotional support animals, some will do so anyway as a courtesy.

My landlord, co-op or HOA is denying my ESA request because the building doesn’t allow dogs over a certain weight, is that allowed?

Under Fair Housing rules categorical breed restrictions are not allowed.

My landlord, co-op, or HOA is rejecting my ESA because it is a pitbull, is that allowed?

Under Fair Housing rules categorical breed restrictions are not allowed. However, the housing provider can deny an ESA if they have reason to believe the ESA in question poses a direct threat to the health and safety of others or has caused property damage.

Is my emotional support animal allowed at the pool, garden, rec room and other common areas of my building?

ESAs are allowed “in all areas of the premises where persons are normally allowed to go, unless doing so would impose an undue financial and administrative burden or would fundamentally alter the nature of the housing provider’s services.”

Can my landlord charge an application fee for considering my emotional support animal?

No.

How do I let my landlord know I will be living with an emotional support animal?

You can request accommodation for your ESA verbally or in writing. Inform the landlord that you are “seeking reasonable accommodation for an emotional support animal pursuant to Fair Housing rules.” We recommend submitting the request in writing so you have a record of how on what date your request was made.

Do I have to be home all day with my ESA?

No.

Can I bring an emotional support animal into university housing?

University housing such as dorms and university sponsored apartments are subject to Fair Housing rules and its provisions regarding emotional support animals. However, universities are known to be more stringent about ESA accommodation than typical landlords.

My landlord says my emotional support animal letter has to come from a doctor seen in person, is he right?

No. Letters must be written by licensed mental health providers, many of which are not physicians. Additionally, there is no legal requirement that you see your therapist or provider “in person.”

I just moved to a new state, will my old ESA letter written by a therapist in my old state still work with my new landlord?

There is no requirement under Fair Housing rules that an ESA letter be issued in the same state where the tenant is requesting accommodation from their landlord.

My landlord wants to speak to my therapist, is that a violation of my privacy rights?

Yes. Under Fair Housing rules, landlords are not permitted to request detailed information about a tenant’s condition. They cannot request medical records or insist on a medical examination.

My landlord is being really difficult about my emotional support animal and I believe they are violating my rights. I have tried reasoning with them at length but they are acting hostile, is there anything I can do?

Be sure to keep records of the conversations and written communications exchanged between yourself and your landlord. If absolutely necessary you can file a complaint against your landlord with the US Department of Housing and Urban Development.

I live in Canada, can my emotional support animal live with me?

Canada does not have the same laws regarding emotional support animals as the United States does. You can certainly provide your ESA letter to your landlord in Canada and request accommodation as a courtesy.

I submitted my ESA letter and my landlord is requesting a certification, registration or identification card, what do I do now?

The only way to qualify an ESA is by possessing an ESA letter from a licensed healthcare professional. Landlords cannot request certificates, registrations or ID cards as a condition to accommodate an emotional support animal. These items are often paid for online and do not lend additional legal merit or credibility to your request.

Frequently Asked Questions Regarding ESA’s & Air Travel

Can my emotional support animal board the cabin with me on flights?

Pursuant to the Air Carrier Access Act and guidelines issued by the U.S. Department of Transportation, passengers with valid emotional support animals can travel with their ESA on flights inside the cabin free of charge. Each airline will have its own specific requirements and policies regarding emotional support animals. It’s also important to note that rules issued by the DOT regarding emotional support animals are constantly evolving. That is why it’s important to check with the airline you are flying on to see what their specific policy is regarding your specific emotional support animal.

My airline is requiring an additional form to be completed by my therapist, is that allowed and can you help me?

Technically airlines are not supposed to request additional forms be submitted to allow your animal to fly in the cabin with you. However, many airlines do require additional paperwork. If you were approved for an ESA letter by one of the licensed healthcare professionals we work with, we can process your airline form request under our extra document service for an additional fee.

Can I just pay the extra document fee instead of paying for both the ESA letter and completion of the airline form?

No, any airline forms must be completed by a licensed professional who has evaluated you and recommended an emotional support animal.

How do I request to have my ESA join me on a flight?

You should always contact the airline you are flying with at least 48 hours in advance to let them know you are requesting accommodation for your emotional support animal. We recommend reaching out to your airline as soon as you book your ticket. The airline may also have you complete additional forms that require the input of your healthcare provider or veterinarian.

Do I need to pay a fee for my emotional support animal to fly with me?

No.

What type of animals are allowed to fly in the cabin as emotional support animals?

Airlines are required to accommodate ESAs that are dogs, cats or even miniature horses. Under the DOT’s guidelines, airlines are allowed to reject “unusual” animals, which include snakes, other reptiles, rodents, spiders and ferrets.

How many ESAs can I bring aboard a flight?

Most airlines will limit emotional support animals to one per passenger.

Can my airline disallow my dog because it is a certain breed, like a pitbull?

Airlines are not allowed to deny an emotional support animal solely because it is a certain breed. However, airlines do have the right to reject an ESA if they determine the ESA could pose a direct threat to the health or safety of airline staff and other passengers.

Can an airline reject an emotional support animal because it is too heavy?

Under the DOT’s rules, airlines are not allowed to impose categorical weight restrictions. However, airlines are allowed to determine if the animal is too large to be accommodated in the cabin.

I read that ESAs will longer be allowed on flights, is that true?

In January of 2020, the DOT proposed rules that could allow airlines to disallow ESAs from boarding flights. However, these were proposed rules that were submitted for public comment. These proposed rules have not been finalized nor has any rule change taken effect.

Can emotional support animals board long flights?

Under the DOT’s rules, airlines are not allowed to categorically restrict ESAs on flights that are scheduled to last 8 or more hours. However, some airlines will not allow ESAs to board long flights out of fear that the animal will defecate on the plane.

Can my emotional support animal board international flights?

The ACAA’s rules regarding accommodation of disabled passengers with ESAs applies to all flights of U.S. airlines, and to flights to or from the United States by foreign airlines. You should be aware however that other countries may have their own rules regarding emotional support animals and the entry of animals through customs. You should research your departure and destination countries in advance to make sure you will not have any issues with your emotional support animal on the flight and while going through customs.

Does my emotional support animal have to be in a carrier during the flight? Can my ESA sit on the floor during the flight?

Generally, ESAs are allowed to sit on the floor or, if they are small, in your lap. However, airlines are allowed to impose reasonable and appropriate restrictions to control the movement of ESAs during the flight. These restrictions may include keeping your animal inside a carrier, having the animal stay at your feet, or requiring the animal be on a leash.

Questions about ESA Certificate

Is ESACertificate.org a doctor’s office? Does it employ doctors?

ESACertificate.org is a company that utilizes technology to help connect clients with licensed health care professionals who, when they deem it to be appropriate and necessary for the client in their independent judgment, can issue an ESA letter. ESACertificate.org is not a medical clinic or health care provider and is not engaged in the practice of medicine or any health care profession.

Is ESACertificate.org a legitimate website?

Yes, We have been a leading provider of legitimate online ESA services since 2015.

How can I reach you? Do you have a phone number I can call?

You can reach out to our support team via email at support@esacertificate.org

We have found that email based customer support allows us to our fees reasonable. We have not raised our fees in 5 years and work hard to keep our overhead costs low.

In addition, the licensed professional you are connected to will provide you with their contact information and you will be able to reach out to them directly.

Does ESACertificate.org have client reviews?

We believe seeking help for a mental illness or emotional disability is an extremely personal decision and private. We do not believe in pushing clients to share their experiences by writing reviews.

Questions about the Order Process

What is your refund policy?

We have a strict cancellation policy to ensure the licensed healthcare professionals we work with are effectively allocating their support to those who need their help. Once your order is placed, there is a $39 cancellation fee if a refund is requested within 24 hours. After 24 hours, or once you have signed the LMHP’s consent form, even if you are within the 24-hour window, your order is non-refundable and final. If an exception is made at our sole discretion outside this window for extenuating circumstances, a $55 cancellation fee will apply.

All PRIORITY Digital Delivery orders are non-refundable, as these orders are processed immediately and given priority attention by your LMHP. Once your order is placed, an LMHP will reach out to you with a consent form. If you opted for PRIORITY Digital Delivery service, it is your responsibility to reply to your LMHP with your consent within 24 hours. Once your LMHP has received your consent form and if they recommend an ESA, you will receive a digital copy of your letter shortly thereafter and typically within 1-2 business days. If an exception is made at our sole discretion for extenuating circumstances and your priority order is canceled, the PRIORITY delivery fee will be forfeited and a $39 cancellation fee will be applied. If you do not provide your LMHP with your consent forms within 24 hours, you will not be issued a refund for the expedited delivery fee under any circumstance.

If you are unsure about your order please reach out to us first with any questions before placing an order.

How does your money-back guarantee work?

Our 100% money-back guarantee applies only if your licensed mental health professional determines that you do not qualify for an ESA letter.

What is the Annual Renewal Subscription and do I need a new letter next year? How do I cancel?

Under the U.S. Department of Transportation’s rules, airlines can demand that ESA documentation be dated within at least a year – and they often do. Landlords will also often require that very dated ESA letters be updated. For these reasons, it is recommended that ESA owners renew annually so their licensed mental health professional can re-evaluate their need for an ESA and reissue an updated letter.

Combo Plan clients are eligible for a discounted renewal. The discounted renewal rate for 2020 is $99. Please note however that if you change your state of residency, you will no longer be eligible for the discounted renewal rate for your Combo Plan letter. A healthcare professional licensed in your new State will re-evaluate you for your updated ESA letter.

You can cancel your annual renewal subscription anytime before your renewal date and before you complete a renewal questionnaire. To cancel your annual renewal subscription, simply email us at support@esacertificate.org with the subject: “Cancel Renewal” and let us know that you would like to cancel.

What is your shipping policy? What if I have damaged/lost my original letter. How can I get a new one?

Your ESA letter will be delivered in digital format. If you would like to request a letter with the LMHP’s signature in ink, we can process this as an “optional document”. Please email us at support@esacertificate.org to process this request. Shipping is only available to clients within the US. If you are outside the US and opted in for shipping, please contact the support team for a refund of the shipping fee.

My airline/landlord has a separate document they need filled out. Can you help with this?

Yes. We offer Extra Document Service to those who are approved for an ESA letter through an LMHP working with ESACertificate.org When you are checking out, you can opt-in for the “optional document service”. Once you have submitted your order, please reply to the confirmation email with your extra document. When we send your questionnaire to your therapist, we will send the extra document as well so that your LMHP may review both at the same time.

The airline/landlord has specific wording they are requiring in the letter. Can you make adjustments to my ESA letter?

The LMHPs we work with craft their letters in order to meet relevant ESA rules. Some airlines and landlords may request additional information be included in the letter. These requests are considered on a case-by-case basis. If you have a request for specific language in your letter, we would be happy to share the request to your LMHP. It is at their discretion to make any adjustments to the language of your letter.

Can I upgrade my plan to include housing and/or travel?

If your request to upgrade a travel or housing plan to a combo plan is made within 60 days of your initial order, we will do our best to accommodate your request. Requests will be evaluated on a case-by-case basis and changes are not always possible.

When will my payment be processed?

Your payment will be processed immediately at the time you submit your order.

What is ESA Shield? Is it a good idea for me?

ESA Shield is an optional add-on service that gives you unlimited, priority email support from our best ESA experts with years of experience to help you deal with difficult landlords and airline employees, along with a 100% fee refund guarantee.

Will my answers to the ESA questionnaire be kept confidential?

Yes, your questionnaire will be kept confidential and your responses will only be shared with your licensed mental healthcare professional. LMHP’s are legally obligated to keep your information private. We take care to make sure your responses and personal health information remains safe. We also never sell your information to third parties.

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