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Missed Shipping Commitment

Delivering products accurately and on time is very important to us. For many products, we calculate Estimated Delivery Dates, which are estimations, not guarantees, to help you determine when products are expected to arrive. Due to many factors, Estimated Delivery Dates can also change between the time you place the order and the time you receive an order confirmation. We do our best to provide accurate estimates and other information to help track your order including order detail and tracking links.

Orders shipped via a trackable delivery method (i.e. UPS) will have tracking information that is found in your PetSmart account. If the Estimated Delivery Date has passed and you still haven't received your order, please read through the following options:

  • If the tracking information indicates the package was delivered, please check with your neighbors or family members. Packages are occasionally left with neighbors, a building manager or placed somewhere relatively safe, such as, your porch, garage or even behind bushes.
  • If the tracking information indicates the package is being returned to us or if the address is incorrect, it may have been undeliverable.

If there is no tracking information available or you can't locate the package and it's not being returned as undeliverable, please contact our Customer Care Department.