PetSmart
return policy.

What is PetSmart’s return policy and 60-day limit?

For a store purchase with a receipt, PetSmart accepts eligible products in new or saleable condition within 60 days of purchase. Bring the product in its original packaging to any store. Store and online orders can have different refund steps, so use the order confirmation and payment details for the purchase you are returning. PetSmart reserves the right to limit returns even when a receipt is available.

A product without a receipt—or with a receipt older than 60 days—may be accepted in store if it is in new or saleable condition and you bring valid identification. The published remedy is a merchandise return card for the most recent sale amount. Purchases older than 60 days cannot be returned by mail. Prescription medication is excluded from returns and exchanges.

Use the receipt or order confirmation to establish the purchase date and transaction channel. The store policy gives a 60-day period with a receipt, but it does not promise the same remedy for every fulfillment type.

Does PetSmart’s 60-day window guarantee the same refund for every order?

No. The 60-day receipted store-return period does not guarantee the same remedy for every fulfillment or payment method. Check whether you bought in a store, online or through another service before choosing the return route.

Can you return a PetSmart online order to a store?

PetSmart says online purchases can be returned to a store for free. Bring the item in its original packaging and show the order confirmation as proof of purchase. If you paid by credit card and want the refund credited to that same card, bring the card used for the purchase. If the card is unavailable, or the order used PayPal or another non-credit-card method, the refund is generally issued as a merchandise return card for in-store use. That card cannot be redeemed for cash or used on online orders.

Same-day delivery, in-store pickup, delivery-provider app purchases and online PetSmart services may be returned only in stores. Prescription medication and special orders cannot be returned in store; PetSmart directs special orders to the mail-return process. Confirm the route before traveling, especially for a service or special-order item.

Before leaving, confirm the return is recorded against the correct order and payment method. If a merchandise return card is issued, verify the amount and keep the card because PetSmart says it cannot be used online.

Can a PetSmart merchandise return card be used online?

No. A merchandise return card issued for an eligible store return is for in-store use and cannot be redeemed for cash or applied to online orders. An online purchase returned in store may receive that card when the original credit card is unavailable or another payment method was used.

How do PetSmart mail returns work, and is there a fee?

To return an online purchase by mail, call PetSmart Customer Care at 1-888-839-9638 to get a return authorization number and PetSmart-issued label. Pack the product securely, attach that label and send the parcel using the specified carrier. PetSmart deducts a return shipping fee from the refund. Exchanges are not available by mail.

If you mail a product without a label issued by PetSmart, you must pay all shipping charges yourself; shipping charges are nonrefundable. Cash-on-delivery parcels are returned to the sender. Keep the tracking number and wait for the return-processing email. PetSmart says refunds, minus the return fee, are issued to the original payment method within 30 days after the expected product is received; banks may then take another three to seven days to post the credit.

Do not send the item until PetSmart provides the authorization and label. The label fee reduces the refund, and a self-arranged shipment is at your expense; tracking helps show when the parcel reached PetSmart.

Can you exchange a PetSmart order by mail?

No. Mail exchanges are unavailable. Use the authorized return label for a mailed refund, pack the product securely and follow the specified carrier instructions. PetSmart deducts a return shipping fee from that refund.

Can you return PetSmart products without a receipt?

PetSmart’s no-receipt process requires the product to be in new or saleable condition, a trip to a store and a valid ID. If accepted, the policy says a merchandise return card for the most recent sale amount will be issued. The same route applies when the receipt is more than 60 days old. A merchandise return card is store value, not cash, and PetSmart may limit returns even with a receipt.

Certain products valued at $10 or more require a valid receipt for a return or exchange: electronic merchandise, grooming tools, filters or pumps, nonprescription medication or vitamins, ThunderShirts and calming products, and all flea and tick products. Online services also require a valid receipt. Bring your order email or invoice whenever possible instead of relying on the no-receipt exception.

If you cannot find a paper receipt, search your email for the order confirmation and bring valid ID. Higher-value products on the listed exception set still require a valid receipt, so a no-receipt return may not work.

How much credit can PetSmart issue for an accepted receiptless return?

The policy uses the most recent sale amount and issues a merchandise return card. The same route applies when a receipt is more than 60 days old. Acceptance is still subject to PetSmart’s return limits; the card represents store value, not cash.

How does PetSmart refund cash, card and PayPal purchases?

PetSmart’s in-store refund depends on the original tender. Cash purchases are refunded in cash. Credit-card purchases go back to the card or may be issued on a merchandise return card; debit purchases are refunded in cash. A check purchase is refunded with a merchandise card or cash after a 10-day waiting period from the sale. Purchases made with a gift card receive a merchandise return card. If an exchange leaves a positive balance, PetSmart says that amount is refunded in the original form of tender.

For online orders, a credit card used for the purchase is needed to return the amount to that card. PayPal, another non-credit-card payment method, a delivery-provider app purchase, or a missing original credit card results in merchandise return card value under the published instructions. That card is for later in-store purchases and cannot be used online or redeemed for cash.

Ask which payment method will be credited before the transaction is completed. The merchandise return card is limited to in-store purchases, so it has different practical value from a refund to the original card.

Does PetSmart accept opened or used products?

PetSmart’s store policy asks for the item in new or saleable condition and in its original packaging. It does not state a blanket right to return every opened or used item. If the product has been used, is missing parts or cannot be resold, contact the store or Customer Care before taking it in; the store may limit or refuse a return. Keep the original packaging and accessories while deciding.

For products that have a separate manufacturer or safety exception, follow that rule rather than applying the general 60-day wording. The policy requires an actual receipt for several higher-value categories such as electronics, grooming tools, pumps, vitamins and flea/tick treatments. If the product arrived damaged or defective from PetSmart.com or the app, report it within 30 days of delivery by calling 1-888-839-9638.

Keep the item, packaging and parts together while you contact the store.

Can you return prescription medication or special orders?

PetSmart states that it does not accept returns or exchanges on prescription medication products. The exception applies to online and in-store policy routes; do not mail a prescription medication or take it to a store expecting the standard 60-day merchandise return. Contact PetSmart Customer Care if you need help with an order concern, and use the instructions on the medication order.

Special-order purchases may not be returned in store. PetSmart directs customers to the return-by-mail instructions, which begin with a call to 1-888-839-9638 for an authorization and label. That is different from same-day delivery, pickup, delivery-app and service purchases, which the policy says may only be returned in stores. Identify the transaction type before choosing a route; the order confirmation usually shows how the purchase was fulfilled.

Check the exact purchase type before taking action: prescription medication is excluded, while a special order has a mail route.

Can you mail prescription medication back under PetSmart’s normal return policy?

No. Prescription medication does not use the standard merchandise return route, whether bought online or in a store. Contact Customer Care about an order concern and follow the instructions on the medication order instead of mailing it without authorization.

What happens to PetSmart Treats Rewards points after a return?

PetSmart’s return policy says points redeemed toward a returned purchase are forfeited. It also deducts the points earned from the original transaction when a product is returned. If you used points or earned points on the purchase, check the Treats Rewards balance after the return is processed so you can see the adjustment.

This points adjustment is separate from the cash, card or merchandise return card used for the product refund. Keep the return receipt and compare the transaction details if the balance does not appear as expected. The policy does not say that a return restores redeemed rewards points in every case; it specifically warns that redeemed points are forfeited and points earned on the purchase are removed.

Compare the rewards adjustment with the returned items on the receipt.

How do PetSmart service and delivery-app returns work?

PetSmart services purchased online must be returned in store, and its return policy says a valid receipt is required for online services. Same-day delivery, in-store pickup and purchases made through a delivery-provider app can also be returned only in a PetSmart store. Bring the order confirmation or receipt and be prepared for a merchandise return card if the original payment was not a credit card processed directly by PetSmart.

A return is not the same as cancelling or changing an appointment. The product-return page does not specify the refund terms for each grooming, training or other service, so check the order details or call the service location before visiting. For an app order, keep the app confirmation and note which provider processed the payment; the payment route affects where the refund can go.

Bring the service receipt and order confirmation, and contact the location if you need to understand a service-specific refund.

What if a PetSmart online order arrives damaged or defective?

For an order placed on PetSmart.com or in the PetSmart app, PetSmart instructs customers to contact a Customer Care Representative within 30 days of delivery about a damaged or defective product. The listed phone number is 1-888-839-9638. Have the order number available and describe the issue so support can give the correct remedy and return instructions.

A product problem should be reported through that route rather than treated as an ordinary change-of-mind return. Keep the packaging and photograph the damage before disposing of anything. The 30-day issue-reporting deadline is counted from delivery, while the standard store return policy refers to the purchase date. If the purchase came from a delivery provider app, use the app’s order-support route for delivery-service problems and ask PetSmart about product issues.

Contact support before discarding the box, label or damaged part.