Reply from USA Service DogsMay 4, 2026
Hi Marisa, We sincerely apologize for the unfortunate situation regarding your recent order. As stated on our website at https://usaservicedogs.org/faq, as of January 2021, the U.S. Department of Transportation has enacted new regulations that no longer categorize emotional support animals as service dogs. Consequently, airlines may now charge standard pet fees for emotional support animals.
If you plan to fly with your dog, you will need to have its classification changed to Service Dog or Psychiatric Service Dog. This process requires the dog to undergo specific service dog training and to have a letter from a qualified mental health professional.
If you believe that the registration you received does not align with your intentions, please remember that we offer a 30-Day Money-Back Guarantee. If you are not satisfied with your order, please let us know, and we will do our best to resolve the issue. If we are unable to address your concerns, particularly in cases governed by law, we kindly ask that you inform us within 30 days of receiving your items, and we will process a full refund. Please return all items from your order to our office, as a refund cannot be processed until we have received everything.
Should you require further assistance, please do not hesitate to reach out to us through the following channels:
• Phone: 888-656-DOGS (3647)
• Email: [email protected]
• Live Chat: Available via the help button on the bottom right side of our website
Our supportive team is here to answer your questions, assist with existing orders, or help you place new orders during our regular business hours:
• Monday - Friday: 9 AM - 8 PM EST
• Weekends: 9 AM - 6 PM EST
Thank you for your understanding, and we look forward to assisting you further.
Best regards,
