PetSmart Return Policy: 60-⁠Day Window, No-Receipt Rules & Exceptions

PetSmart uses one return window for nearly everything it sells, but the refund you get depends on how you paid, whether you have a receipt and whether you bought in a store or online. Here's how it works, based on PetSmart's own help center pages. For other PetSmart policies, see the PetSmart store page.

How long you have to return an item

Eligible items are accepted within 60 days of purchase ¹. The rule is the same for in-store purchases and for orders from PetSmart.com or the app ¹.

For a store purchase, bring the item in its original packaging or in new or sellable condition, along with proof of purchase ¹. Online orders are stricter: the item must be in its original packaging and in new or sellable condition, whether you return it in a store or by mail ¹. For online orders, proof can be the order confirmation, the order ID or the pack slip ¹.

Keep in mind that PetSmart reserves the right to limit returns regardless of receipt or proof of purchase ¹.

Returns after 60 days or without a receipt

Both situations are handled case by case:

• Past 60 days: the return is subject to approval, and if approved you get a store merchandise card for the item's most recent sale price ¹.
• No proof of purchase: the return is subject to approval and is issued for the item's most recent sale price. You'll need a valid government-issued ID ¹.

Merchandise return cards can't be redeemed for cash ¹.

Items that always need a receipt

A valid receipt is required to return or exchange these items when they're valued at $10 or more ¹:

• Electronic merchandise, including collars, fencing and training products
• Grooming tools
• Filters and pumps
• Non-prescription pet medications and vitamins
• ThunderShirts and calming products
• Flea and tick products

A valid receipt is also required to return or exchange PetSmart services bought online ¹.

What you can't return

Two product types are ineligible for return ¹:

• Prescription medication products
• Special order items, such as personalized, embroidered, embossed or engraved products

PetSmart's online-returns page also notes that it doesn't accept returns or exchanges on prescription medication products ².

The same online-returns page says special order purchases can't be returned in store and should go back by mail ². PetSmart's pages don't explain which special orders, if any, that mail route covers, given that the main policy lists personalized, embroidered, embossed and engraved special orders as non-returnable ¹. If you have a special order, call Customer Care at 1-888-839-9638 before you ship it ².

How you get your money back

For in-store purchases, the refund follows your payment method ¹:

If the original payment card isn't available, you may get a merchandise return card instead ¹.

For online purchases, PetSmart's Return Policy lists credit and debit card refunds to the original card, gift card payments refunded as an e-gift card, and other payments such as PayPal back to the original form of payment ¹. E-gift card refunds are emailed to the address on the order and can be used in store or online, but not cashed out ¹. PetSmart's separate page on returning online orders adds that the card you paid with is required for an in-store refund to go back on that card ². Without it, or for payments other than a credit card such as PayPal, it says you'll receive a merchandise return card for the purchase price minus shipping, delivery fees, gift wrap or other charges ².

Refunds may take 3-5 days to show on your statement or payment history ¹.

Returning an online order

In a store (free). Take the item and your order confirmation to any PetSmart store within 60 days ¹². Some online orders can only go back to a store, not by mail ¹:

• Buy online, pick up in store orders
• Same day delivery orders
• Third party delivery app orders (DoorDash, Instacart, Uber, Shipt, Skip and others)

By mail. Call Customer Care at 1-888-839-9638 for a return authorization number and shipping label ². Pack the item securely and send it via FedEx with the label provided; a return shipping fee is deducted from your refund ². Refunds, minus the return fee, go back to your original form of payment within 30 days of PetSmart receiving the item ², and your bank may need 3-7 days to process the credit ².

A few mail-return rules worth knowing:

• Exchanges aren't available by mail ².
• If you ship without a PetSmart-issued label, you pay all shipping costs ¹.
• Shipping charges are non-refundable ¹.
• Special order purchases can't be returned in store; the online-returns page sends them by mail ², but personalized special orders are listed as non-returnable ¹, so check with Customer Care first.

Damaged or defective online orders

If an order from PetSmart.com or the PetSmart app arrives damaged or defective, contact Customer Care within 30 days of delivery at 1-888-839-9638 ³. Have your order number, product number, email address and phone number ready ³. For orders placed through a delivery provider's app, contact that provider's customer service instead ³.

Exchanges and Treats Rewards points

You can exchange in a store; if the exchange leaves you with a positive balance, it's refunded to your original form of payment when applicable ¹.

Returns also affect your Treats Rewards balance: points earned on the original purchase are deducted, and points you redeemed toward the purchase are forfeited ¹.

Quick tips

• Keep your receipt or order confirmation, especially for flea and tick products, electronics and grooming tools over $10 ¹.
• Return within 60 days to avoid the approval step and the merchandise-card payout ¹.
• Bring the card you paid with if you want an online-order refund back on that card ².
• Returning in a store is free; mail returns cost a return shipping fee ¹².
• Compare how other stores handle returns in our return policy guides.