Zenimal is now partnered with Flex, making our devices eligible for purchase using your Health Savings Account (HSA) or Flexible Spending Account (FSA). You can use your HSA or FSA debit card to buy a Zenimal Kids or Teen/Adult device—saving 30–40% by using pre-tax dollars, depending on your tax bracket.

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.

• If you don’t have your HSA or FSA card available, no worries—just choose “Flex | Pay with HSA/FSA” at checkout. Enter your regular credit card, and Flex will send you an itemized receipt you can use to request reimbursement from your HSA/FSA provider.

To ensure Shop Pay doesn't interfere with checkout, make sure you're logged out. The simplest way to do this is by using an incognito or private browsing window during checkout.

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.

Please forward the request from your FSA to support@withflex.com  to work with you to issue you a new receipt.

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.

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 to your HSA/FSA provider.

We apologize for the discrepancy. Please email us at hello@zenimals.com so we can review the charges and follow up with more details.

Sales tax for eligible items is also covered by HSA/FSA funds. If the customer has a split cart, the tax will be divided among the carts based on the items.

A Letter of Medical Necessity (LOMN) is a document written by a healthcare provider that explains why a specific medical service, treatment, or equipment is necessary for a patient's health. In relation to an HSA (Health Savings Account) or FSA (Flexible Spending Account), an LOMN is often required for reimbursement of expenses that are not clearly defined as eligible under the standard IRS guidelines.

In order to qualify to use your HSA or FSA card for our products, the IRS requires you to have a Letter of Medical Necessity. Zenimal has partnered with Flex to enable asynchronous telehealth visits as part of our checkout. Within 24 hours of your purchase, Flex will email you an itemized receipt.

Be sure to keep the letter on file for at least three years, as it may be required in the event of an IRS audit of your HSA or FSA. Some FSA providers may also request it to confirm your purchase is eligible.

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

We highly recommend confirming eligibility with your HSA or FSA provider before making a purchase, as some employer-sponsored FSAs may have additional restrictions beyond IRS guidelines. If your claim is denied and you believe it was an error, please forward the response from your provider to support@withflex.com for assistance and guidance on next steps.

Whether you can apply for FSA reimbursement in a future calendar year depends on your specific FSA provider’s policy. Most plans require that purchases be made and submitted within the coverage period—for example, a 2025 FSA typically covers expenses made during that year. However, some providers may offer more flexibility. We recommend reviewing your plan’s guidelines to confirm.

Note: Health Savings Accounts (HSAs) are different and generally allow reimbursements at any time, including future years.

If you didn’t use Flex at checkout to generate an itemized receipt, reimbursement may be more challenging.For Health Savings Accounts (HSAs), you're usually able to submit an itemized receipt for reimbursement at any time—even years after the purchase.For Flexible Spending Accounts (FSAs), most plans require that the purchase be made during the same calendar year the funds were available, as FSA funds typically don’t carry over. However, some plans offer a grace period or buffer window, allowing extra time to submit receipts for eligible expenses from the previous year.