Rarely do i run into such incompetence and disorganization in a company. I ordered the identification kit at least one month before travel. As the weeks passed, I called and emailed. I did not get it before I left for my trip and would have been in trouble without it if not for a friend lending me a vest, etc. I also cancelled the travel kit in plenty of time before it was sent, according to one of their employees. I reconfirmed that I cancelled it several times via email. When I got back from my trip, the travel kit was waiting for me as well as the identification kit. I called about how to return it. They told me that the USPO would cover the expense via the tracking code. No, the Post office said I needed them to provide a packages notice that shows they are covering the expense. After calling several times, they made it clear that they could not provide the packaging coverage and I would have to pay the thirty dollars to send it back. UNFAIR since it was their mistake in sending it. We will see if i get reimbursed and how many more calls that might take. And regarding the ESA letter, it was from a different state than i live in and did not believe in its adequacy so I needed to go through other means to travel successfully with my dog. It wasn't worth risking. The airlines are stricter than that. So, my whole interaction with this company was negative and money lost.