Frequently Asked Questions

Under HUD’s guidelines for emotional support animals in housing, an ESA can be a small, domesticated animal typically kept in the home for pleasure. That means animals like dogs, cats, rabbits, fish, turtles, fish and birds. Certain “exotic” and large animals may not be suitable as emotional support animals.

It’s important to be aware that landlords cannot discriminate against an ESA solely based on its size or breed. For example, if your building has a limit on pets of 20lbs, your fully grown Golden Retriever is still allowed as your ESA.

You can read more about the basics of ESAs and how to get an ESA letter here.

To qualify for an ESA letter, you must have a mental health disability. That means you have a condition like depression, anxiety, PTSD, phobia or ADHD that substantially limits one or more major life activities. For example, if your depression substantially affects your ability to work or socialize, you may be qualified.

It’s up to a licensed healthcare professional such as a therapist or doctor to determine whether you meet that criteria. You cannot self-diagnose yourself for purposes of an ESA letter.

You can read more about the basics of qualifying for an ESA and how to get an ESA letter here.

Yes, your primary care physician is capable of providing an ESA letter. However, they are oftentimes not the best choice for a few reasons. Many primary care physicians are not familiar with ESA rules or how to write an ESA letter. Your PCP may also not be familiar with your mental health history.

If you have an established relationship with a doctor or therapist that is familiar with your mental health and is knowledgeable about ESA letters, that is the best first step for help. However, if you need someone to turn to, or your current provider is unfamiliar with ESAs, we can help put you in touch with an online professional that is an expert in ESA letters and licensed for your state.

You can read more about how to ask a therapist for an ESA letter here.

We enforce a strict refund and cancellation policy to ensure the licensed healthcare providers we work with are treated fairly and use their time efficiently. Please see our Terms and Conditions for the full details including exclusions and restrictions.

Here is a brief overview of our policy: once you place an order, you may receive a refund minus a cancellation fee as long as you make the request within 24 hours. After the 24 hour period has passed, or once you have signed the Provider’s consent form, all orders are non-refundable. We understand however that sometimes life presents unexpected challenges. We may make an exception to this rule for extenuating circumstances. If we make an exception, a cancellation fee will apply. Priority orders are not refundable under any circumstances.

Please note that it is ultimately your landlord who will decide to accept your ESA request. Even if you have a valid ESA letter and request, your landlord may be difficult and reject your ESA. We cannot give refunds in those situations because we can’t control what a landlord may do. Your healthcare professional’s job is to assess your condition and provide you with an ESA letter if you qualify for one. We also cannot give refunds due to legal reasons, changes in regulation or other matters that are outside our control.

If you have any questions or concerns about your order, please contact us beforehand and we will be more than happy to help you before you submit it.

If one of the licensed healthcare professionals we work with determines that you do not qualify for an ESA, we will refund 100% of your money – no questions asked. Our hope is that you will find the help you need for your mental health elsewhere. The money-back guarantee however does not apply to landlord denials, for the reasons discussed above.

You can read more about our 100% money-back guarantee here and our refund and cancellation policies here.

Each of the healthcare professionals we work with use their own professional judgment and process, so it’s difficult to say precisely when you will get your ESA letter. Some states like California also have mandatory minimum time periods before you can get an ESA letter from a doctor or therapist.

You can be assured however that we and your licensed healthcare professional understand how urgent mental health issues are, and will work to get your ESA evaluation completed as soon as possible while still complying with relevant rules.

ESA owners are protected by the federal Fair Housing Act and guidelines from the U.S. Department of Housing and Urban Development. That means that if you live in any state in the US, you are protected by ESA laws.

In addition, many states such as California, New York, and Florida have passed their own ESA legislation. These laws give an additional layer of protection to ESA owners in those states, as well as added clarity on how to qualify for an emotional support animal.

ESA letters under HUD rules do not technically expire, but it’s best practice for them to be no older than a year. If you present a very old ESA letter to a landlord, they may demand that you submit a more updated version. In addition, if your landlord calls to verify your ESA letter, your healthcare professional may not be willing to do so unless they have a current ESA letter on file.

For these reasons, it’s a good idea to get your ESA letter updated at least once a year. You can read more about how to renew your ESA letter with us here.