We are happy to assist you with any questions that you may have. Please choose from one of the following
Emotional Support Dog
Other Questions & Comments
If you have a question about our identification kits, training requirements, eligibility, or other service dog questions, please review our common questions and answers below.
If your dog has been trained to perform tasks to assist you with your disability, it may be eligible for you to use as a service dog. The tasks must be directly related to your disability; providing comfort or having a calming presence is not a trained task, and would likely be considered unacceptable by the guidelines. The dog should also have undergone obedience training so that it is well-behaved and under your control in public places. You may follow the link below to obtain an identification kit for your service dog:Register Your Service Dog and Obtain an Identification Kit
While you are not required to have a letter from your doctor, it is recommended that you have a disability that has been formally diagnosed by a physician.
Your dog may be trained by you, a professional trainer, or someone else of your choosing. We would recommend that you contact local veterinary services or animal shelters for trainer recommendations.
Yes. Service dogs may accompany their handlers to most places that the general public are allowed, such as shopping centers, restaurants, and grocery stores. You may not be asked to remove your service dog unless it is behaving inappropriately.
Emotional Support Dogs
If you have a question about our identification kits, training requirements, eligibility, or other emotional support dog questions, please review our common questions and answers below.
You are required to have a letter from a doctor or mental health professional recommending that you have an emotional support dog for your condition. The letter should be current (less than 1 year old). You may be required to provide the letter to your landlord or to an airline representative during air travel. You may follow the link below to obtain an identification kit for your emotional support dog:Register Your Emotional Support Dog and Obtain an Identification Kit
Yes, you are required to have a letter from a medical doctor, mental health doctor, or social worker. You may view a sample letter by clicking here.
Emotional support dogs are protected under federal laws in housing situations with no-pet policies, and during air travel. You may be allowed to bring your emotional support dog to other places as well, but it would be at the discretion of the management of each respective place. Check your state and local laws to see if emotional support dogs are provided any additional rights in your area.
Your dog is only required to have basic obedience training.
Existing Customers: Questions About My Order
If you are an existing customer and you have questions about your order, please review our common questions and answers below.
If you placed your order with our Free Shipping option, you will receive your order in 3-5 business days; if you chose one of our expedited-shipping options, you will receive your order in 2-3 business days (with Priority Shipping) or 1-2 business days (with Rush Shipping). Please note that if you ordered after 9AM Pacific Time, your order ships the next business day.
We process and ship our orders as soon as possible, so that you are able to receive them in a timely manner. There may be a few reasons why you have not received your order yet: If you provided an incorrect address, your order may have been delivered somewhere else. Please review your order receipt to ensure that the correct address was provided. It may have already been delivered. Your mail carrier may have placed your order somewhere out of sight (on the side porch, in the bushes, at the foot of the stairs, etc.); please contact your local post office and your mail carrier to determine if your package has already been delivered and where it was placed. Your package was lost in transit. Sometimes, shipments will be lost by the USPS while it is traveling to you. Your order was not shipped. Sometimes, we experience issues with orders and we will attempt to contact you by email to correct the issue; please check your spam or junk mail folders to ensure that we have not sent you any emails regarding your order. If it has been over a week since you placed your order and you have not received it yet, please contact us.
Order confirmation receipts are sent by our systems automatically when an order is placed; if you have not received your receipt, please check your spam or junk mail folders, as it may have been filtered there by mistake.
The electronic copies are commonly filtered by various email services into spam or junk mail folders. Please check your spam or junk mail folders to ensure that they have not been filtered there by mistake. If you are still unable to find them, please contact us and we will be happy to have your electronic copies resent to you.
Still have questions?
Have a question that hasn’t been answered above? Use the contact form below to contact us and we will provide you with a response as soon as possible. Thank you!