Return Policy

RETURN POLICY FOR SHIPPED PRODUCTS

Last updated November 6, 2026

This policy covers the physical products we mail to you: printed Hard Copies of your letter(s) and the ESA ID Card. Assessments, ESA/PSD letters and other digital products are covered by our Refund Policy.

PERSONALIZED ITEMS

Every shipped product is printed to order with your and your animal’s details, so it cannot be resold. For that reason we do not accept returns or exchanges of items that arrive in good condition and as ordered.

DAMAGED, MISPRINTED OR LOST ITEMS

If an item arrives damaged or defective, is misprinted or printed with details that don’t match your order, or never arrives, we will print and ship a replacement free of charge by USPS Priority Mail. You do not need to send the original item back, and there are no return shipping or restocking fees.

Please contact us within thirty (30) days of delivery (for an item that never arrived, within thirty (30) days of the shipping date shown in your tracking email).

HOW TO REQUEST A REPLACEMENT

Email [email protected] with your order number and a short description of the problem. For a damaged or misprinted item, please include a photo. We will confirm by email and send your replacement, usually within 1 business day, with a new tracking number.

QUESTIONS

If you have any questions about this policy, please contact us at:

+1 650-560-4372
[email protected]