How to use your HSA/FSA Funds with Flex on Petlibro?

Petlibro now supports HSA/FSA payments on qualifying products through Flex.

 

How It Works


Disclaimer


Starting May 2026, Petlibro has partnered with Flex to support HSA/FSA payments on eligible products. Customers may be asked to complete a brief health eligibility survey during checkout to receive a Letter of Medical Necessity (LMON), if required.

Eligibility and reimbursement may vary depending on your individual HSA/FSA plan and provider. We recommend confirming coverage with your HSA/FSA administrator before making a purchase.

 

Getting Started

 

1. What is Flex? 

Flex is a secure payment option that allows eligible customers to use their HSA/FSA funds to purchase qualified products. During checkout, Flex helps determine eligibility, processes HSA/FSA payments, and supports any required documentation, such as a Letter of Medical Necessity (LOMN), when applicable.

 

2. What is HSA/FSA and what are the benefits?

HSA (Health Savings Account) and FSA (Flexible Spending Account) are accounts that allow you to use pre-tax funds for qualified medical expenses.
Petlibro has partnered with Flex to allow you to use your Health Savings Account (HSA) or Flexible Spending Account (FSA). This means you can now use your HSA or FSA debit card to buy some of Petlibro's products with pre-tax dollars with valid Letter of Medical Necessity (LOMN).


3. Can I use HSA/FSA to buy Petlibro products?

Pet products are NOT automatically eligible. However, you may qualify if your purchase is supported by a medical need and approved through a Letter of Medical Necessity (LOMN).


4. What is a Letter of Medical Necessity (LOMN/LMN), and do I need one?

A Letter of Medical Necessity (LOMN/LMN) is documentation from a licensed healthcare provider confirming that a product is medically necessary for a specific condition or health need. 
If a LOMN is required for your Petlibro purchase, Flex will guide you through a short health consultation during checkout for review by a licensed provider.

 

 

5. Which conditions qualify me for an LMON?

What may qualify:
  • Respiratory & Allergy
  • Skin & Immune Health
  • Mental & Behavioral Health
  • Musculoskeletal & Pain
  • Neurological & Sensory/Mobility
  • Life Stage - Pregnancy

 

6. Which Petlibro products are eligible for HSA/FSA?

Eligible products will display an “HSA/FSA Eligible” badge on the product page. You can also use the “HSA/FSA Accepted” filter on collection pages to quickly find qualified items.

 

7. Why can’t I see Flex payment at checkout?

Flex payment will not appear at checkout if your cart contains any subscription products, as subscription items are not eligible for Flex payment — even if other items in the cart are eligible. To use Flex payment, please place subscription items and eligible items in separate orders.

Also, make sure you are logged out of Shop Pay during checkout. Using an incognito/private browsing window is one of the easiest ways to ensure Flex payment displays properly.

 

8. Do I Need to Check With My HSA/FSA Provider Before Purchasing?

We strongly recommend checking with your HSA/FSA provider to confirm eligibility before completing your purchase. Eligibility may vary by provider, and some employer-sponsored plans may have additional restrictions beyond IRS guidelines.

 

9. How do I pay with my HSA or FSA card?

To use your HSA or FSA debit card, add products to your cart as usual. At checkout, select “Flex | Pay with HSA/FSA” as your payment option, enter your HSA or FSA debit card, and complete your checkout as usual.
If you don’t see “Flex | Pay with HSA/FSA,” you may be in Shop Pay. Select “checkout as guest” to view more payment options.

10. I didn’t receive my Flex receipt or LMN email. What should I do?

Please check your spam folder, as sometimes emails from notifications@withflex.com may be automatically filtered as spam by some email service providers.

If you still can’t find it, please email support@withflex.com and let them know the email address associated with your order.

 

Checkout & Payment

 

11. What if I don't have my HSA/FSA card available?

If you have an HSA/FSA account but don’t have your card available at checkout, you can still select “Flex | Pay with HSA/FSA.”
Use a personal credit card to complete your purchase, and Flex will email you an itemized receipt that may be submitted for reimbursement through your HSA/FSA provider, if eligible.


12. Why was my payment split?

Some items in your cart may not be eligible for HSA/FSA coverage. If your order includes both eligible and non-eligible items, the payment will be split accordingly. You may be required to add a personal payment card at checkout to cover any non-eligible products.


13. Can I use Flex payment for subscription products?

No. Subscription products are not eligible for Flex payment. To use Flex payment, please purchase eligible non-subscription items in a separate order.


14. What if I don't have enough funds on my HSA/FSA card?

If your provider supports partial authorization, Flex will apply the remaining balance on your HSA/FSA card and allow you to complete the transaction with a second card. If not, you’ll need to pay with a standard card and submit your receipt and LMON for reimbursement.

15. Why is my HSA/FSA card being declined?

HSA/FSA cards are debit cards, and the most common reason for declines is insufficient funds. Reach out to your HSA/FSA administrator to confirm your balance.


16. Can I use more than one HSA/FSA card for a purchase?

No, unfortunately, this isn’t a supported feature right now. If there are insufficient funds in a single HSA or FSA account, you can instead enter a credit card on the Flex checkout page. You will receive an itemized receipt and/or Letter of Medical Necessity from Flex, which you can submit for reimbursement.

 

17. Is sales tax covered by HSA/FSA?

Yes. Sales tax for eligible items is covered. For split carts (mixed eligible and non-eligible items), tax is divided proportionally among payment methods.

 

LMON & Eligibility

 

18. How do I get an LMON?

If a product requires a Letter of Medical Necessity (LOMN), you will be asked to complete a short chat-based health consultation during checkout. Your responses will be reviewed by a licensed provider through Flex, and the Letter is typically issued within 2 hours if approved.

 

19. How much does LMON cost?

A $5 LMON fee will be added at checkout if you are approved. This fee is non-refundable.

 

20. How long is my LMON valid?

Approved LMONs are valid for 12 months from the date of issue and cannot be used retroactively for purchases made before approval.

 

21. Why do I need to provide Petlibro with health information?

In order to qualify to use your HSA or FSA card for the products, the IRS requires you to have a Letter of Medical Necessity. Petlibro has partnered with Flex to enable telehealth visits as part of our checkout. A licensed provider will review your consultation, and within 2 hours of your purchase, Flex will email you a Letter of Medical Necessity and an itemized receipt.


22. Do I need to do anything with my Letter of Medical Necessity?

You should keep it on file for at least three years in the event of an IRS audit of your HSA or FSA account. Occasionally, FSAs may ask for the Letter to confirm the eligibility of your purchase.

 

23. I entered incorrect personal information for my LMN. How can I get it updated?

Please email support@withflex.com and they will reach out to their telehealth team to reprocess and send your corrected Letter of Medical Necessity.


24. What happens if I'm not approved for an LMON?

If your symptoms don’t meet the requirements, the provider may deny your LMON. In that case, you won’t be able to use HSA/FSA funds, but you can still purchase the product using a different payment method.

 

25. Why does it say my state is not eligible?

Certain states - Louisiana, New Mexico, and Mississippi, have local and state laws limiting telehealth services. Flex is unfortunately unable to provide Telehealth Consultations and Letters of Medical Necessity to customers in these states.


HSA/FSA Reimbursement

 

26. Can I submit for reimbursement if I paid with a regular card?

Yes. After you receive your LMON and receipt from Flex, you can file a claim with your HSA/FSA provider by uploading both documents through their portal.

We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase. Petlibro is not responsible for denied claims, as approval is subject to your plan’s individual policies.


27. Where do I submit an HSA/FSA reimbursement claim?

  • Locate your HSA/FSA administrator (typically through your employer’s HR department or health insurance provider).
  • Log in to your account on the administrator’s online platform.
  • Navigate to the “Reimbursement” or “Claims” section.
  • Upload your Letter of Medical Necessity and receipts for related purchases made after the letter’s issue date.
  • Submit your claim. Processing can take several days to a few weeks.
Reimbursement times vary but can take several weeks. For a specific timeline, contact your HSA or FSA administrator directly.


28. My HSA/FSA claim was denied. What should I do?

We strongly recommend checking with your HSA/FSA provider to see if a purchase is eligible prior to completing the purchase.

However, if you believe your claim has been wrongly denied, please send over any response from your HSA/FSA provider to us so we can share it with Flex and receive guidance on the next best steps to take.

Please note that employer-sponsored FSAs can determine what products are eligible beyond the IRS’s guidelines, so it’s extremely important to check prior to purchase.

 

Returns & Support

 

29. Can I return a product I bought with HSA/FSA funds?

Yes, as long as your return is approved under Petlibro return policy. For your reference: Return policy
 
Refunds must go back to the original HSA/FSA card used for the purchase. If your account is closed, we may not be able to process the return.

 

30. How do HSA refunds work?

HSA funds never expire, so refunds are always processed normally. The refunded amount is returned to the customer’s HSA balance and can be reused at any time.

 

31. How do FSA refunds work?

FSA funds are tied to a specific plan year and may expire if unused. If a refund is requested before the funds expire, it can typically be returned to the original FSA card without issue. If the refund is requested after the funds have expired, the FSA administrator may block it because the plan year is closed.

 

32. Can I get a refund to my HSA/FSA account?

Yes, refunds will be issued to the original payment method once approved, including HSA/FSA cards if applicable. Processing typically takes 2–5 business days.

 

33. Who should I contact for help?

For general order or product questions, please contact Petlibro Support through our Help Center.

For Flex eligibility, LMN/LOMN, receipts, or reimbursement claim questions, please contact Flex Support directly at support@withflex.com or visit: https://www.withflex.com/shop

 


Your furry friend deserves the best care — and now your HSA/FSA funds may help make it even easier.

Explore our HSA/FSA eligible products on Petlibro and start shopping today!

 

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