For your convenience, you can shop online and pick up at your local PetSmart within 1 hour or less.
When adding items to your cart, choose 'in-store pickup.' The first time, you’ll need to select a store. You can change your store selection at any time as well as pick up items from multiple stores. Just click 'change store' on the product detail page.
Need someone else to fetch it for you? During checkout, let us know the name, email and phone for your proxy. The information provided will only be used for order status updates and never for marketing purposes.
You’ll get an email confirmation once your order is placed, another one when your order is ready for pickup, and third email once your order has been picked up. In the rare instance item(s) are not available from your order, you will receive an email letting you know. For faster service, bring your confirmation email and valid government-issued ID to the first register and an associate will retrieve your order for you. We will send you a Thank You email confirming your order was picked up.
Frequently Asked Questions
How do I know if an item is eligible for pick up?
The 'in-store pickup' option will be indicated on the product page and in the shopping cart if the product you’ve selected is eligible for pick up.
When do I pick up my order?
Items that are in stock can usually be picked up the same or next day if your order was placed near store closing or when the store is closed. Once your order is ready, we will send you a 'Ready for Pick Up' email, usually within 1 hour. Store hours vary and are available in the 'select store' option during checkout. Store hours are also available on your Ready for Pickup email.
Can someone else pick up my order?
Yes! Just select 'someone else will pick up' during the checkout process. Provide the name, phone number and email of the person who will be picking up your order and we’ll send them an email verification. For your protection, the email verification as well as a government-issued ID is required for order pickup.
Where do I go and what do I bring with me to the store?
Go to the first register and bring a government-issued ID. For faster checkout, bring your 'Ready for Pickup' email in print or on your mobile phone. An associate will retrieve your order for you.
Can I use coupons for an order placed online for in-store pickup?
Coupons are not currently accepted for in-store pickup orders. Valid site promotion codes, and application of Treats points may be used on eligible in-store pickup orders.
How long do I have to pick up my order?
Orders not picked up within 5 days will be returned to stock and we will issue a refund. Refunds will only be made on the original form of payment and may take 3-5 business days to appear on your statement.
How do I cancel or return my purchase?
Please contact Customer Care online or at 1-888-839-9638.
To return an item, go to your local PetSmart store. Please review our Return Policy.
How do I check my order status?
You can check the status of your open orders by visiting our Order Tracking page. This is the easiest and fastest way to obtain current information. Please note: Order information may not appear in your petsmart.com Order History for up to 1 hour after the order has been submitted.
When you click on Order Tracking, you will be prompted to log in with your e-mail address and password. Once you have signed in, the Order Tracking page will provide you with detailed information about your current or past orders. After your order has been shipped, your tracking number, if available, will be displayed. This number allows you to check the shipping status of your order through the shipping company. Note: Shipping companies may not have the ability to track a number for up to 2 business days.
If you do not have a PetSmart account, you can still view the status of your order by visiting our Track Your Order page. A valid order number and postal code are required.