AutoShip Frequently Asked Questions

What is the AutoShip Program and how does it work?

AutoShip is the most convenient way for you to get the items you want delivered to you on a regular schedule. We automatically send you the items you select based upon your chosen frequency (e.g., weekly or monthly). The service is easy to use and customizable. Just tell us how often you want your items, and we'll take it from there. The AutoShip Program is subject to the AutoShip Terms and Conditions.

When you enroll in the AutoShip Program, you have control over your AutoShip orders. We send a reminder email to you before each order is placed. This email will specify your order’s placement date. You can change your order frequency, next order date, or quantity of items in your order by visiting the “AutoShip” section in your PetSmart account. Changes to an order can be made any time up to at least 24 hours prior to an order’s placement date and, subject to the foregoing, you can cancel your subscription at any time.

How do I join the AutoShip Program?

Joining is easy. It can be done while browsing on a product page, while reviewing items in your shopping cart, or when you’re otherwise prompted to join on the PetSmart website. To join, simply select the AutoShip option for your desired item, select your preferred order frequency and then check out as usual. You will need a PetSmart account to join; if you don’t have one, you will be prompted to sign up for an account when you check out.

What will happen after I join the AutoShip Program?

After you join, you’ll receive an email confirming your enrollment in the AutoShip Program. This email will include a link to access the “AutoShip” section in your PetSmart account where you can manage future orders and AutoShip account information.

We’ll place your AutoShip orders automatically according to your selected frequency. We will send you a reminder email before each order is placed. You’ll also receive an order confirmation email and a shipment confirmation email. Additionally, you’ll receive email notifications regarding other information related to your AutoShip account, such as, if your item is discontinued or out of stock or if your payment method doesn’t work.

How do I make changes to my AutoShip order?

Subject to the AutoShip Terms and Conditions, you can change your next order date, skip an order, change your order frequency, cancel your enrollment, or resume AutoShip by visiting the “AutoShip” section in your PetSmart account. Changes to an order cannot be made less than 24 hours prior to that order’s placement date. Additionally, please allow up to 24 hours for any changes to be processed.

Change an order date:

• To change your next order date, please visit the “AutoShip” tab within your PetSmart account and click the “Change Order Date” button to the right of the next order date for the order you want to update, then select a new date from the calendar that appears. This will change the order date for the entire order. Please note, this will also affect the order frequency, which will adjust based on the new shipping date selected.
• If an order contains multiple items and you would only like to change the order date of a single item, remove that item from the order by selecting the “Remove Item From This Order” button. Once it is included in its own order, click “Change Order Date” button to the right of the order date and select the new from the calendar that appears, then click the “Change Date” button.

Skip a delivery:

• To skip an AutoShip order, visit the “AutoShip” tab within your PetSmart account and click the “Skip Delivery” button to the right of the upcoming order date to skip the entire order.

Change order frequency:

• To modify the order frequency for an AutoShip item, please visit the “AutoShip” tab within your PetSmart account. The current order frequency is displayed next to each AutoShip item in a dropdown menu. To change the order frequency for an individual AutoShip item, simply click the frequency dropdown next to the AutoShip item you would like to modify and select your next desired frequency from the dropdown menu.

Cancel AutoShip:

• To cancel AutoShip, please visit the “AutoShip” tab within your PetSmart account and simply click the “Cancel Subscription” link below the frequency dropdown. You’ll be prompted to confirm this action and indicate your reason for canceling. Once you’ve selected a reason and clicked the “Cancel Subscription” button, your AutoShip enrollment will be canceled. Except for orders placed within 24 hours from your cancellation date, no future orders will be placed. You’ll receive an email notification confirming your cancellation.

Resume AutoShip:

• To resume AutoShip, please visit the “AutoShip” tab within your PetSmart account and simply click the “Reactivate Subscription” link. A pop-up will appear, confirming that you’d like to resume AutoShip. Click the “Reactivate” button and the AutoShip will be resumed.

How do I make changes to my AutoShip account information?

To review or modify your AutoShip account information, visit the “AutoShip” section within your PetSmart account. Subject to the AutoShip Terms and Conditions, changes will affect future orders. Please allow up to 24 hours for any modifications to be processed.

How do I change my shipping address?

To change your shipping address for an order, please visit the “AutoShip” tab in your PetSmart account and click the “Change Shipping” link located below the current shipping information. Select a previous shipping address from the dropdown menu or create a new one to add to your account. This address will apply to all AutoShip and future orders unless otherwise noted. Please remember to click “Update Address” and verify that your updated information saved successfully.

How do I view my future orders?

All future orders are displayed in the “AutoShip” tab within your PetSmart account page.

How do I combine items to be in the same order?

AutoShip items that have the same order date, shipping address, billing address, and payment method will ship as one order.

If you have more than one AutoShip item and want the items to ship in the same order, visit the “AutoShip” tab in your PetSmart account and change the next order dates to be the same. Also, confirm the orders are going to the same shipping address and have the same billing address and payment method. Subject to the AutoShip Terms and Conditions, changes will affect future orders. Please allow up to 24 hours for any modifications to be processed.

Can I add items to my next order with an existing AutoShip status?

Yes, but the item must be eligible for AutoShip and you must be logged into your PetSmart account. Visit product detail page of the eligible item you wish to add to your order, and find the “AutoShip” check box. When you click this check box, you will have the option to add the item as one time only or as an AutoShip item.

What types of payment are accepted for AutoShip?

All AutoShip orders require a credit or debit card payment. Alternative payment forms, such as PayPal and gift cards, cannot be accepted at this time.

Where can I get more help?

For customer care, please call 1-888-839-9638.