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No-Hassle Returns

PetSmart No-Hassle Returns

At PetSmart, your satisfaction is what matters most. That's why we make our return policies easy and convenient for busy Pet Parents just like you.

Returning PetSmart.com purchases

If you aren't satisfied with a PetSmart.com purchase, you can return the product for the purchase price (minus the shipping, handling, gift wrap, and other charges). Product must be in its original packaging. We are sorry, but we are only able to accept returns of personalized items if the product is defective.

By Mail

Pack items safely and securely for shipping and include the packing slip (and make a copy for your records). Affix the RETURN shipping label provided and send the package via a traceable and insurable method.
Please note: Exchanges are not available by mail. All shipping charges must be paid by the customer. COD deliveries will be returned to the customer.

In Store

To return an item you purchased on PetSmart.com in store, simply bring the item in its original packaging plus the original receipt or an invoice to any PetSmart store. The credit card used to purchase the merchandise is necessary as well so that your return can be credited to the same card (minus the cost of shipping and gift wrapping). If you do not have the same credit card that you used to make your PetSmart.com purchase, you'll receive a merchandise return card for the appropriate amount. The merchandise return card can be used for future in-store purchases. Merchandise cards cannot be redeemed for cash.

To find a convenient store location, visit PetSmart.com and use the Store Locator or call 888.839.9638.

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Returning items you purchased at a PetSmart store

If you're not satisfied with a product you purchased in store, simply bring the item, in its original packaging and in new or salable condition, to any PetSmart retailer to be returned.

Returns or exchanges with a receipt
  • Receipts are valid for 60 days from date of purchase
  • If you made your purchase with cash, your refund will be issued in cash.
  • If you paid by check, you'll receive a merchandise return card or you will receive a cash refund following a 10 day waiting period from the date of sale for the appropriate amount.
  • Credit card purchases will be credited to the original card used or you'll be issued a merchandise return card for future use in store. Debit card purchases will be refunded as cash. If the original card is not available, you will receive a merchandise return card.
  • If you made your original purchase with a gift card and are returning it, you'll be issued a merchandise return card.
  • Merchandise return cards cannot be redeemed for cash.
Returns or exchanges without a receipt
  • Any return or exchange without a receipt will be in the form of a merch card.

Return Exceptions

You must have a valid receipt to return or exchange any of the following products when they cost $10 or more:

  • Electronic merchandise such as collars, fencing and training items
  • Grooming tools
  • Filters or pumps
  • Pet medication or vitamins
  • K-9 Advantix, Advantage and Frontline Plus Flea and Tick products

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Returning products purchased from another retailer

When you bring a receipt in along with a pet product from another retailer, we'll gladly refund your purchase in the form of a merchandise return card. Or, you can exchange the product for a similar PetSmart product.

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Returning items purchased online with your PayPal account

Products purchased online with PayPal: To return an item you purchased on PetSmart.com using PayPal, simply bring the item in its original packaging plus the original receipt or an invoice to any PetSmart store. You'll receive a merchandise return card for the appropriate amount. Merchandise return cards can be used for future in-store purchases. Merchandise cards cannot be redeemed for cash.

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PetSmart's Unbeatable Price Guarantee

Our Unbeatable Price Guarantee makes it easy for you to stock up on essentials (and surprises) for your pets.

Shopping in-stores at PetSmart? This is our in-store Price Matching Guarantee to you.

If you find a product that's in-stock at a PetSmart store for a lower price at a competitor's store (excluding competitor's online sites and catalogs), PetSmart will match the price as long as the identical product is in stock at our store. Proof of the lower price (receipt, advertisement or other confirmation) is required. We cannot match prices advertised at clearance, liquidation or other special events. We cannot match "free with purchase," buy one get one free offers or rebates. Price matching is not valid on pets and services. See a store associate for additional details!

Shopping online at PetSmart.com? Here's our online Price Matching Guarantee.

PetSmart.com will match any competitor's online everyday price for in-stock, identical products. We cannot match sale prices or prices advertised on Ebay, other auction sites or closeout/discount sites. Online Unbeatable Price Guarantee excludes shipping charges.

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Questions?


Questions about PetSmart Stores

At PetSmart, your satisfaction is what matters most. If you have questions regarding our in-store return guidelines, in-store price guarantees or have general questions about our store, please ask to speak to a store manager, or call PetSmart In-Store Customer Service at 1-800-738-1385 ext. 2518. You can also email us at storehelp@petsmart.com.

Questions about PetSmart.com

If you have questions regarding our online return guidelines, online price guarantees or have general questions about PetSmart.com, call PetSmart Online Customer Service at 888.839.9638 or contact us via e-mail.

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