Shipping and Returns Policy

Registration & Certification terms

MSA SERVICES INC (MyServiceAnimal.org) is an online registrar for assistant animals. Registration is optional, and in order to register, you must agree to the respective Service Dog, Emotional Support Animal, or Therapy Animal agreements at the time of registration. Once registration and evaluation forms are submitted, they are final and cannot be canceled.

Our approximate processing and shipping times and terms:

  • For shipping, all orders with free or regular shipping will be shipped using USPS First Class Service and will arrive within 2-8 business days.
  • Express shipping options are available and will typically arrive within 1-3 business days.
  • The standard ID card registration processing time is 1-8 business days depending on the workload.
  • Expedited orders mean that your registration order will be processed, and accessories will be shipped on the next business day.
  • Priority shipping options include expedited processing.

We cannot guarantee the quality of service provided by the federal delivery service. Although we make every effort to address any issues that may arise during shipping, it’s important to note that this aspect of our service is beyond our control. We strive to offer the best possible customer experience, and we understand that timely delivery is crucial. However, we cannot ensure delivery times or control the actions of the delivery service.

Customers are responsible for the safety of the package after successful delivery as indicated by the tracking number of the delivery company. As a company, we do not assume any responsibility for stolen packages.

Cancellation Policy

MyServiceAnimal.org strives to deliver each customer’s purchase as quickly as possible. Therefore, once an order is submitted and ID Cards, Certificates, and documents PDF copies via email are emailed or printed and are non-refundable.

Cancellation and refund requests can only be accommodated for accessories if they are made right away before the items have been processed. Once an order has been processed or your registration has been added to our database, printed, emailed, or shipped, the paperwork and customized products such as Pet ID cards are non-refundable. If you need to remove your registration from our database, it can be done within 60 days after sending a corresponding email.

If it is found that your registration was submitted with false information and does not adhere to the legal standards of a Service Animal, ESA, or Therapy Animal, MyServiceAnimal.org reserves the right to invalidate your registration number, which is non-refundable.

Accessories return and refund policy

  • All accessories are inspected for defects at the time of packaging. If a defective accessory is received, you must email customer support within 5 days of receiving your order with a photo and description of the damage. If approved, we will email a return postage label for you to return it. Once we receive your returned item, we will either refund your original form of payment or exchange the accessory for a new one. Defective items that are exchanged will be replaced with the same item as originally ordered. If the item is no longer in stock, the customer will be offered the option to receive a refund or select another exchange option as an appropriate substitute.
  • If you need to return an accessory due to selecting the wrong size or color on your original order, we accept returns with a 30% restocking fee. The customer is responsible for the return shipping fee.