Frequently Asked Questions
Below you will find some of the most frequently-asked questions about service dogs, emotional support dogs, therapy dogs, and our store policies.
Service Dog Questions
Is there any application to fill out?
There are no applications to fill out and you do not need a doctor’s note.
Can I have a service dog?
If you have a disability (a physical or mental impairment that substantially limits one or more major life activities of such individual) then you are entitled to a service dog to do work or perform tasks for you. You are never required to disclose what your disability is to anyone, nor is anyone allowed to ask about your disability, require medical documentation, require a special identification card or training documentation for the service dog, or ask that the service dog demonstrate its ability to perform the work or task.
What breed of dog can be considered a service dog?
Under ADA law any breed of dog can be considered a service dog.
Do I have to pay any extra fees?
No. No businesses, apartments or airlines can charge you extra fees in order to have your service dog by your side.
Is PTSD covered?
Yes, PTSD (Post-Traumatic Stress Disorder) is covered under ADA Laws and as long as your service dog is able to calm you during an anxiety attack then he/she is considered a service dog.
Can I take my service dog anywhere?
Once your dog is considered a service dog you can take them with you anywhere the public has access to as long as they are not misbehaving.
What if someone has a fear or allergy of dogs, will my service dog be allowed?
Allergies and fear of dogs are not valid reasons for denying access or refusing service to people using service dogs. When a person who is allergic to dog dander and a person who uses a service dog must spend time in the same room or facility, for example, in a school classroom or at a homeless shelter, they both should be accommodated by assigning them, if possible, to different locations within the room or different rooms in the facility.
Can I be asked to leave if my service dog is being disruptive?
Yes. A person with a disability cannot be asked to remove his service dog from the premises unless: (1) the dog is out of control and the handler does not take effective action to control it or (2) the dog is not housebroken. When there is a legitimate reason to ask that a service dog be removed, staff must offer the person with the disability the opportunity to obtain goods or services without the animal’s presence.
Does my service dog have to be on a leash?
Under the ADA, service dogs must be harnessed, leashed, or tethered, unless these devices interfere with the service dog’s work or the individual’s disability prevents using these devices. In that case, the individual must maintain control of the animal through voice, signal, or other effective controls.
What do I do if I am refused entry or questioned by a business?
There are only two questions you may be asked regarding your service dog: 1) is the dog a service dog required because of a disability, and 2) what work or task has the dog been trained to perform. Staff cannot ask about the person’s disability, require medical documentation, require a special identification card or training documentation for the dog, or ask that the dog demonstrate its ability to perform the work or task.
Are businesses allowed to question me or refuse to give me service?
No. Under the ADA, you are allowed to take your service dog virtually anywhere you are allowed to go. Your dog is not considered a “pet”. You are allowed to have your service dog with you in your apartment, restaurants, beaches, airplanes, etc., all without having to pay any extra fees or deposits.
Emotional Support Dog Questions
What is an emotional support dog?
An emotional support dog is a dog that provides comfort and support in forms of affection and companionship for an individual suffering from various mental and emotional conditions. An emotional support dog is not required to perform any specific tasks for disability like service dogs are. There are meant solely for emotional stability and unconditional love.
What are some of the disabilities that qualify me for an emotional support dog?
Anxiety, depression, bipolar disorder/mood disorder, panic attacks, fear/phobias and other psychological and emotional conditions.
Is there any application to fill out?
There are no applications to fill out; all you need is a doctor’s note, and you do not need to submit your doctor’s note to us (note: you need to keep your doctor’s note with you to provide as proof when necessary).
Can I have an emotional support dog?
If you have a disability (a person who suffers from emotional or psychological conditions) then you are entitled to an emotional support dog.
Will I need a doctor’s note?
Yes, you will need a doctor’s note in order to have an emotional support dog, but you do not need to submit that to us in order to register and get your identification kit.
What should the doctor’s note say?
The doctor’s note should generally be on the doctor’s letterhead to identify the doctor and show legitimacy, and provide the doctor’s name and contact information. The note will state that you have been under the care of the doctor, that the doctor has determined that you have a disability, and that the doctor believes that an emotional support dog would assist you with your disability. You may view a sample letter by clicking here.
What kind of training does my dog need to go through in order to be considered an emotional support dog?
There is no specific training that your dog needs to go through in order to be considered an emotional support dog. Keep in mind that your dog needs to be trained to behave properly in public settings.
Do I need to notify my airline that I’m bringing an emotional support dog on board?
Yes, please notify your airline at least 48 hours prior to boarding so they can accommodate and arrange seats for you and your emotional support dog.
My landlord says, “NO PETS ALLOWED”; can I have my emotional support dog with me?
Once your dog is considered an emotional support dog he or she can stay with you at your residence even if they do not allow pets.
Can I make my dog a therapy dog?
In order to make your dog a therapy dog, it should have a calm demeanor and be well-trained. Certain types of breeds may be better suited to be therapy dogs since their temperaments make them better around other people. Ultimately, the staff at each facility you visit will determine if they would like to grant your therapy dog access or not, so it is important that your therapy dog does not cause any issues.
Can I take my therapy dog to all kinds of businesses, such as restaurants and grocery stores?
Therapy dogs are usually taken to facilities such as hospitals and nursing homes, but other types of places may be happy to allow you to bring your therapy dog with you. Contact them and let them know that you would like to bring your therapy dog with you so that you don’t have any issues when arriving to the location.
Does my therapy dog have to be trained to help a certain kind of disability?
No, your therapy dog does not have to be trained to perform certain tasks for a disability. Service dogs are trained to do so, but therapy dogs are only used to provide comfort and support to others, and usually not to a specific person.
What information is shown on the ID card?
The information provided on our certificate and ID cards are:
Service dog, emotional support dog, or therapy dog’s name and registration number with optional picture (ID card only), and service dog, emotional support dog, or therapy dog’s handler.
What’s the purpose of the certificate and the ID card?
The purpose of the ID kit and vest is so others are aware of the fact that the dog is a service dog or emotional support dog. It is to drive awareness to those around you since people often have a difficult time without the vest and ID kit. Some businesses, such as airlines, will ask that the dog be wearing a clearly-marked vest or have some form of identification card for the dog.
What is the return policy on your products?
If you order a vest for your dog and it doesn’t fit well, we’ll be happy to exchange it for a better size. Just contact us and we will walk you through the exchange process. Please contact us immediately if you wish to do so. Only one exchange is permitted per vest order and must be within 15 days of placing your order. There are no refunds on the certificate and identification cards, as they are printed and shipped promptly after your order is placed.
How long until I receive my kit?
You will receive your kit within 3-7 business days after placing your order if you choose the free shipping option.
How long does it take to receive my electronic copies?
Your electronic copies will be sent via email within 36 hours of placing your order.