Frequently Asked Questions (FAQ)

Top Frequently Ask Questions.

  1. Is my pet an emotional support animal?
  2. Does my pet qualify as an emotional support animal?
  3. How do I register my pet as an emotional support animal? Do I have to register my emotional support animal?
  4. Do I need a vest for my emotional support dog?
  5. Can my landlord refuse my request to accommodate my emotional support animal?
  6. Can I qualify for more than one emotional support animal?
  7. Can my landlord charge me an extra fee for my emotional support animal?
  8. Can I bring my emotional support animal on the plane?
  9. What if the airline/apartment requires an additional form or request specific information?
  10. Can I bring my emotional support animal to hotels, to restaurants, on trains, on busses?
  11. What if my emotional support animal creates a disturbance or destroys property?
  12. What is the refund policy?
  13. What is the Annual Renewal Subscription and do I need a new letter next year? How do I cancel?
  14. I have damaged/lost my original letter. How can I get a new one?
  15. The airline/landlord has a separate document they need filled out or additional information listed. Can you help with this?
  16. What is the annual renewal fee?
  17. The airline/landlord has specific wording they are requiring in the letter. Can you make adjustments to the letter?
  18. Can I upgrade my plan? Plan Upgrade Policy
  19. When will payment be processed?

Answers.

      1. Is my pet an emotional support animal/ how to make your pet an ESA
        A: Does your pet provide therapeutic benefits? Is your dog or cat’s companionship helping you get through your emotional, mental and psychological disability? Emotional support animals (ESA) do not require any specific training to be able to provide comfort or emotional support. However, ESA’s should have the basic training that allows them to function well around people and other animals in public.
      2. Does my pet qualify as an emotional support animal
        A: Any pet can qualify as an emotional support animal if the person with disabilities gets comfort from the animal and can facilitate in the person’s needs. Learn more here.
      3. How do I register my pet as an emotional support animal? Do I have to register my emotional support animal?
        A: You are only required to present a valid letter detailing why you require an emotional support animal with you from a licensed mental health professional. Registering your ESA in any database is not required by law.
      4. Do I need a vest for my emotional support dog?
        A: Uniforms, vests, harnesses, and identification cards are not required. However, people may prefer to have items that identify their ESA when taking them to public places.
      5. Can my landlord refuse my request to accommodate my emotional support animal?
        A: Only in certain circumstances. If the animal’s accommodation could mean additional administrative costs and other adjustments that would affect housing arrangements, then the landlord might refuse your request. For instance, the animal is disruptive or poses a threat to the health, safety, and property of the other tenants. Make sure to train your ESA so they are not unruly and you are always in control. In the case that your landlord refuses to comply with Fair Housing policy, your order will remain final and non-refundable. We are here to support you and provide you with information regarding ESA rights. However, we cannot force your landlord to comply with Section 504 of the Rehabilitation Act of 1973 and Federal Fair Housing regulations nor do we guarantee that your landlord will be compliant with the law. We are here to support you throughout the process and provide you with helpful information so you can work with your landlord.
      6. Can I qualify for more than one emotional support animal?
        A: There are no laws prohibiting multiple emotional support animals, however, the requirements of accommodation for this are the same. If you need to have more than one ESA, each pet should be well behaved and supported with documents from a licensed mental health professional. You must also be capable of providing care and attention to all of your ESAs. This is based on the recommendation of your therapist.
      7. Can my landlord charge me an extra fee for my emotional support animal?
        A: No. Under the regulations stipulated by the HUD, tenants with assistance animals, including emotional support animals, are not required to pay extra fees. However, a tenant can be liable for expenses that arise from damages is caused by the emotional support animal.
      8. Can I bring my emotional support animal on the plane?
        A: Yes. Airlines allow for this and will require an advance notice from the person flying. The pet can either sit on the floor of the plane, the lap of its handler, or on the next seat. Contact the airline to make specific accommodations, especially if you have a large emotional support animal. Your ESA cannot disrupt service (sitting or moving in the aisle or barking).
      9. What if the airline/apartment requires an additional form or specific information on the letter?
        A: ESA Doctors provides an extra document service if the airline/apartment requires an additional form or specific wording and information on the letter. The extra document fee is per document or specific request. It is at the discretion of the LMHP whether they can or cannot fill out the form for you. If the LMHP cannot fill out the form, for whatever reason, a refund for the extra document service fee will be refunded to you. If your landlord or school requires information that your LMHP feels relates to a diagnosis or symptom(s) and may violate Federal Fair Housing laws, your LMHP will NOT be able to complete the request. This will require that you go back to your school/landlord to defend your rights and inform them that the request violates Federal Fair Housing laws. We will help by providing information and resources to help you do so. Please keep in mind that we are not lawyers and we do not provide any legal advice. In the case that your LMHP cannot complete the extra document request or your landlord rejects your ESA letter due to ignorance, your order is non-refundable. We understand that it may not be a pleasant experience defending your rights to your school or new landlord, but once services have been provided and your order completed, a refund is not possible.
      10. Can I bring my emotional support animal to hotels?
        A: The law does not require hotels, restaurants, trains, and busses to accept emotional support animals on their premises, but you could call them ahead of your trip and ask about their policy. Some establishments are open to accepting emotional support animals at their own discretion.
      11. What if my emotional support animal creates a disturbance or destroys property?
        A: The American Disability Act dictates that assistance animals, including emotional support animals, must be handled properly by its owner. They must ensure that the ESA is obedient and can behave well in public. The handler is responsible for the care and supervision of the ESA at all times.
      12. What is the refund policy?
        A: We have a strict return policy. Once your order is placed, there is a $30 cancellation fee if a refund is requested within 24 hours. After 24 hours or once you have signed the consent form even if you are within the 24-hour window, your order is non-refundable and final. For subscription renewal clients, once you submit your renewal questionnaire your renewal is non-refundable. Before you submit your renewal questionnaire, your subscription renewal is refundable if requested prior to your renewal date. All Optional PRIORITY Rush Digital Delivery orders are non-refundable. If an exception is made, the rush digital delivery fee is forfeited along with the $30 cancellation fee. Once your order is placed, a licensed mental health professional will reach out to you with a consent form. If you opted in for the PRIORITY Rush 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 they recommend you for an ESA, you will receive a digital copy of your letter shortly after and typically in 1-2 business days. If you opt-in for this expedited service, your order is non-refundable since your order is immediately processed and we can only support priority clients who need our help. 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. If you are unsure if you need our support, please do not submit an order as we have limited support available and can only assist clients who really need our help. 
      13. What is the Annual Renewal Subscription and do I need a new letter next year? How do I cancel?
        A: Airlines and landlords often require an ESA letter be updated annually. In order for a licensed mental health professional to update an ESA letter, they need to complete a re-evaluation. Combo plan clients are eligible for a discounted renewal, for your reference, the discounted renewal rate for 2018 is $99. Travel ($149) and Housing ($159) Plan clients are not entitled to a discounted renewal fee and must pay the full fee when renewing. You may order the annual renewal subscription to ensure your ESA is covered. Many of our clients find it a hassle to have to keep track of when their initial evaluation was completed so we now offer this optional service. You are welcome to 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@esadoctors.com with the subject: “Cancel Renewal” and let us know that you would like to cancel.
      14. I have damaged/lost my original letter. How can I get a new one?
        A: Once the physical ESA letter is shipped to you, you will be the only one with the original copy of the letter. You may continue to share your digital copy with airlines and landlords even if you damaged/lost the original letter. However, if you would still like a letter with the LMHP’s signature in ink, we can process this as an ‘optional document’. Please email us at support@esadoctors.com to process this request.
      15. The airline/landlord has a separate document they need filled out. Can you help with this?
        A: That is no problem at all! We offer the Extra Documentation service to those who are approved for an ESA letter through an LMHP working with ESA Doctors. When you are checking out, please also 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 standard extra document fee ($49.95) is subject to change based on the complexity of the request. The fee is per document or per special request. If you find out you require this service at a later time, we will do our best but there is a chance we may not be able to assist you with it. We recommend that you contact your landlord and airline right away and within 2 weeks of getting your letter. Since we pair you with a real and actual LMHP, they may not be able to assist you at a later time if they are on leave or attending to a personal matter. In the case that you submit an extra document request and your LMHP is unable to assist you, we can offer you early renewal and pair you with another LMHP. You will need to pay the renewal fee and go through the entire process again so please send all extra document requests promptly.
      16. What is the annual renewal fee?
        A: Combo Plan clients are eligible for a discounted renewal rate of $99 (renewal rate is subject to change). Travel ($149) and Housing ($159) Plan clients are not entitled to a discounted renewal fee and must pay the full fee when renewing. Even if you may only require travel OR housing, it may be beneficial for you to select Combo Plan if you may require a renewal the following year. If you change your state of residency, you will no longer be eligible for the discounted renewal rate for your Combo Plan letter.
      17. The airline/landlord has specific wording they are requiring in the letter. Can you make adjustments to the letter?
        All ESA Letters include language that is Federally required. Some airlines and landlords may request additional information on the letter such as, but not limited to: the breed of your ESA, the weight of your ESA, or specific language regarding your needs. If you request 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 your letter. If the adjustments are approved, we can bill this as an Extra Document fee ($49.95). The fee is subject to change based on the complexity of the request. Please also reference question FAQ #14 for additional information on the optional extra document service.
      18. Can I upgrade my plan? Plan Upgrade Policy
        When you submit your order, please pick your plan carefully. 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. When possible, you can upgrade your plan by paying the difference ($30-$40). However, this is not guaranteed and will be evaluated on a case by case basis. Please take care to select the right plan when you check out. If your request is outside the 60-day window from when you initially submitted your order, you will be required to order a new combo plan. You may email us at support@esadoctors.com to process your order. If you need a combo plan outside the 60-day window, there is no exception to this. In either case, your account will be upgraded to a combo plan and you will be eligible for a discounted renewal rate the following year.
      19. When will payment be processed?
        Your payment will be processed immediately and at the time you submit your order. If you do not wish to submit your order, you may save to submit at another time. Once your order and payment have been submitted, you will only be eligible for a refund as listed in the refund policy. If you are uncertain that you need our support, please wait to submit your order.

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