Get in touch.

Log in to your account at supportivepet.com/account to see the current status of your assessment and letter. You'll also receive email updates at each stage.

First check your spam folder. If it's not there, log in to your account to confirm your email address is correct. If the issue persists, contact us with your order number and we'll resend immediately.

Contact us immediately - this is our highest priority. Our legal support team will contact your landlord directly with FHA documentation. If we can't resolve it, you'll receive a full refund.

Email contact@thesupportivepet.com with your order number and the reason for your refund request. We process refunds within 1–3 business days for qualifying cases.

Minor corrections (spelling, date) can be made at no charge within 30 days. Significant changes may require a re-evaluation. Contact us with your order number.

We'll email you 30 days before your letter expires. You can renew at a discounted rate through your account dashboard. Renewals typically process faster than original letters.

Yes. All communications with your clinician are protected by HIPAA. Your health information is never shared with your landlord, airline, or any third party without your explicit consent.

A valid ESA letter must be written by a licensed mental health professional - such as a licensed psychologist, licensed clinical social worker, licensed therapist, or licensed counselor. The letter must include the clinician's license number and state, be written on professional letterhead, and state that you have a disability and that the ESA is part of your treatment plan. Letters not issued by a currently licensed professional do not meet HUD documentation standards.

The evaluation is a clinical consultation where a licensed mental health professional assesses whether you have a qualifying disability under the Fair Housing Act and whether an emotional support animal provides therapeutic benefit related to that disability. The clinician reviews your mental health history, discusses how the animal helps manage your symptoms, and determines whether an ESA letter is clinically appropriate. The entire process takes place online at your convenience and typically completes within a few hours.

Yes. The Supportive Pet offers ESA letters that cover two animals under a single letter. The clinician evaluates the therapeutic role of each animal individually and documents how each one contributes to your treatment plan. Two-pet ESA letters are fully FHA-compliant and are accepted by landlords under the same reasonable accommodation framework as single-pet letters.

Airlines are not required to accept ESA letters under current federal rules. In 2021, the DOT updated its Air Carrier Access Act regulations, allowing airlines to treat emotional support animals as pets rather than service animals. Most major US airlines now require ESAs to travel as pets, either in the cabin for a fee or in cargo. Psychiatric service dog documentation may be required for air travel accommodations - contact us to discuss whether a PSD letter is appropriate for your situation.

Most residential housing in the US is subject to the FHA. The primary exceptions are owner-occupied buildings with four or fewer units where the owner lives on premises, single-family homes sold or rented without a real estate broker, and housing operated by certain religious organizations or private clubs. If you are uncertain whether your building qualifies, contact our support team and we can help you assess your situation and identify the right approach.