Shipping and Returns Policy

Shipping Terms

 

The customer is fully responsible for providing the correct shipping address. If a package is not delivered or is delivered to the wrong address due to customer error, the customer will need to cover the cost of shipping for resending the documents. In the case of accessories, the customer will also need to pay for the cost of the accessories and shipping for the reshipment.

• We offer free shipping within the USA for certain products, using USPS First Class Mail without a tracking number. The average delivery time is 4-6 business days. We consider claims for undelivered packages after 8 business days.
• For international shipments, the customer is fully responsible for the customs clearance process and associated costs in the recipient’s country. As the sender, we are only responsible for the package’s journey up to the point of export to the destination country.
• Expedite Order Processing impacts the speed of order processing and document issuance, reducing the handling time to 1 business day. However, with this option, USPS First Class Mail with a tracking number is used for shipping.
• Priority Shipping includes expedited order processing service, which is why the cost of this shipping option is higher than the standard USPS First Class Mail shipping.
• Priority Mail Express: USPS service provides next-day to 2–day delivery shipping service by 6 PM with a money-back guarantee. From the ESAcert side, it takes 1 business day to prepare your order for shipment. Please note that the Priority Mail Express option is not possible before shipping on Sundays and USPS mail weekends. Priority Mail Express is the fastest shipping option we can offer.

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.

Registration Cancellation and Refund Policy

ESAcert (https://esacert.com/) is an online assistant animal registration service that operates on a subscription model. Customers can cancel the next subscription payment through their personal account or by sending a request to member@esacert.com.

Additionally, customers are entitled to a refund for any unused months of their subscription membership. This request can also be made through the personal account or by emailing member@esacert.com. Our manager will process the request within three business days and manually issue a refund for all full unused months remaining in the subscription.

The refund is calculated as the cost of the active subscription divided by the total number of months for which it was purchased, multiplied by the number of full unused months remaining in the subscription.

Paperwork Cancellation and Refund Policy

Documents, as personalized products issued based on your active subscription, are not eligible for refunds or returns. The customer is fully responsible for the accuracy of the information provided, including any possible errors or typos. We are responsible for any mistakes made on our part, and in such cases, we guarantee the reissuance of the correct document and its reshipment. However, a refund is not possible in such cases. In the event of a replacement, the customer is responsible for destroying and disposing of the incorrect copy.

By their nature, certificates, airline DOT forms, and Housing Reasonable Accommodation Requests remain valid even if you cancel your registration subscription.

Accessories Return and Refund policy

Our accessories refund and returns policy lasts 30 days for any unused accessories in their original packaging. The rules vary depending on your situation:

• Restocking Fee: As a registrar, we are not primarily focused on selling accessories, and a 25% restocking fee applies to any returns.

• Quality Issues: If the accessory quality does not match the product description or has a manufacturing defect (e.g., visible physical damage), we offer a free replacement.

• Size Issues: If the accessory size is incorrect but remains in brand-new condition with its original packaging, we offer a replacement option. However, the customer is responsible for the return shipping cost and the shipping cost for the correct-sized accessory.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within one business day. Please note that your bank may take up to five business days to process the refund before it appears in your bank statement.

Please note that any returns, replacements, or other issues must be coordinated with our manager by contacting us at orders@esacert.com. Requests for returns or exchanges submitted more than 30 days after receiving your package will not be considered.