Short answer
Once signed, your order is non-refundable, unless you meet the following two reasons: (1) if you don't qualify, you won't be charged; or (2) A signed housing letter is refundable if your landlord denies your request in writing and you send us the written denial and your landlord's contact information within 30 days of your letter's date. An ESA letter is not a guarantee: some housing is exempt from fair housing rules, and since HUD's 2025-2026 changes some landlords may deny an ESA or charge pet fees for one. A travel letter is non-refundable once signed, including if an airline doesn't accept it. Printed items (Hard Copies, ESA ID Cards) are made to order and can't be returned, but if one arrives damaged or misprinted, or never arrives, we'll send a free replacement if you email [email protected] within 30 days. Full policy: mypetcerts.com/policies/refund-policy.
If you don't qualify
If you don't qualify, you won't be charged. There's nothing to refund, because your card is charged only on approval.
If your landlord denies your housing letter
A signed housing letter is refundable if your landlord denies your request in writing and you send us the written denial and your landlord's contact information within 30 days of your letter's date.
To ask for it, email [email protected] from your account email with:
- the written denial from your landlord or property manager;
- your landlord's contact information (name, and a phone number or email address).
Travel letters
A travel letter is non-refundable once signed, including if an airline doesn't accept it. Check with your airline before you buy one.
Printed items
Hard Copies and ESA ID Cards are made to order, so they can't be returned. If one arrives damaged or misprinted, or never arrives, email [email protected] within 30 days and we'll send a free replacement.
The full policy
This article summarizes our Refund Policy. If the two ever differ, the Refund Policy applies.
