How to return PetSmart
How to return PetSmart: For an online/shipped order, decide between an in-store return or a mail return. Official path: phone. 60-day window (live pets 14 days; prescription meds never returnable); customer pays a return-shipping fee deducted from the refund unless the item arrived damaged/wrong; free in-store returns at any location; receipt required for $10+ categories.
Official steps
- For an online/shipped order, decide between an in-store return or a mail return.
- In-store: bring the item, original packaging, order confirmation (printed or on phone), and the original payment card to any PetSmart store; special-order items cannot go in-store and must be mailed.
- Mail: call PetSmart Customer Care at 1-888-839-9638 to request a Return Authorization (RA) number and a FedEx shipping label.
- Affix the care-issued FedEx label to the package and drop it with FedEx.
- Refund (minus the return shipping fee) is issued to the original payment within ~30 days of PetSmart receiving the item; allow 3-7 days for your bank.
Do I need an account?
There is no self-service return portal — a mail return requires phoning Customer Care to get an RA number and label, or an in-person store visit.
Window, fees & policy notes
60-day window (live pets 14 days; prescription meds never returnable); customer pays a return-shipping fee deducted from the refund unless the item arrived damaged/wrong; free in-store returns at any location; receipt required for $10+ categories.
What you do yourself
Phone: 1-888-839-9638 (8 AM-10 PM ET, daily)
Gotcha: Return in-store to avoid the mail return-shipping fee that PetSmart deducts from the refund; keep your receipt for $10+ categories (electronics, grooming tools, filters/pumps, flea & tick, ThunderShirts, non-Rx meds).
Sources
- https://www.petsmart.com/help/returns-and-refunds-H0008a.html
- https://www.petsmart.com/help/returns-and-refunds-H0008c.html
- https://www.petsmart.com/help/returns-and-refunds-H0008d.html
Playbook verified 2026-07-12 · confidence: high