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Note: Hours for Services (Grooming, PetsHotel and Training) and Holidays may vary. Please see store details or contact the store for more information.
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Sign upAt PetSmart, your satisfaction is very important to us. We know pet parents are busy, so we've made our return policies easy and convenient.
NOTE: Treats points that were redeemed toward the purchase of an item(s) will be forfeited when product is returned. In addition, a return of a product will deduct the points earned from the original transaction.
If you're not satisfied with your petsmart.com purchase, you can return the product in-store for free for the purchase price (minus shipping, delivery fees, gift wrap and other charges). Product must be in its original packaging. Services purchases made online must be returned in store. NOTE: We do not accept returns or exchanges on prescription medication products.
To return an item in-store that was purchased at petsmart.com, on the PetSmart app, or on a delivery provider’s app, simply bring the product in its original packaging with the order confirmation as proof of purchase to any PetSmart store. If paid for by credit card, the card used to purchase the merchandise is required so that your return can be credited to the same card. If you do not have the same credit card that you used to make your petsmart.com purchase, if you used a payment method other than a credit card for your order (such as PayPal) or if your purchase was made via a delivery provider app, you'll receive a merchandise return card for the appropriate amount. Merchandise return cards can be used for future in-store purchases and cannot be redeemed for cash. Merchandise cards cannot be used for online orders. Prescription medication items and special orders cannot be returned in store.
The following types of purchases may only be returned in stores:
To return your item by mail, call our Customer Care team at (888) 839-9638. Pack the item safely and securely for shipping. Affix the RETURN shipping label provided. A return shipping fee will be deducted from your refund. All shipping charges must be paid by the customer if a return is made without a shipping label issued by PetSmart. Please note shipping charges are non-refundable. COD deliveries will be returned to the customer. Please note: Exchanges are not available by mail.
If you're not satisfied with a product purchased in the store, simply bring the product in its original packaging and in new or salable condition to any PetSmart store to be returned.
You must have a valid receipt to return or exchange any of the following products that are valued at $10 or more:
You must have a valid receipt to return or exchange any services purchased online.
To return an item in store that was purchased at petsmart.com using PayPal, or any payment method other than a credit card, simply bring the product in its original packaging plus the original receipt or 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 and cannot be redeemed for cash.