PetSmart Return Policy
No Hassle Return Policy
We want you to be fully satisfied with every product that you purchase from www.petsmart.com. If you are not satisfied with a product that you have purchased, you may return the product, minus the shipping, handling, gift wrap, and other charges.
Please return product in good condition, in original boxes (whenever possible), and with all paperwork, parts and accessories to ensure credit.
Damaged or Defective Products
If you receive a damaged or defective product, contact a Customer Care Representative within 30 days of delivery at (888)839-9638. Please be prepared to supply the Specialist with the order number and product number from your original confirmation e-mail, as well as your e-mail address and phone number. www.petsmart.com will make every reasonable effort to assist you with your return and will cover all return shipping charges. If you do not contact Customer Care, you are responsible for these return shipping charges.
If there is extensive damage to the carton upon delivery, contact a Customer Care Representative immediately at (888)839-9638. Please have your order number available when you call.
You can expect a refund in the same form of payment originally used for purchase, within 30 days of our receiving your returned product. We will cover the return shipping cost if the return is a result of a manufacturing defect or shipping error.
Returning a Product
If you wish to return a product to www.petsmart.com, please follow the instructions below. Instructions are also outlined on the packing slip with your shipped products.
- Pack the product(s) securely in the original product packaging, if possible. Please include all paperwork, parts, and accessories. All products must be returned in good condition, to insure credit.
- Enclose the bottom perforated portion of the original packing slip with the product. Please keep the top portion for your records. If you cannot send your packing slip, please include your order number, billing name, and address with the product(s).
- Before sending your return shipment, please remove all extra labels from the outside of the package.
- Send the return package to the following address (unless your packing slip directs otherwise):
40 Logistics Blvd.
Walton, KY 41094
Unable to locate your packing slip? Download a merchandise return form.
- All return shipping charges must be prepaid. We cannot accept COD deliveries.
- It is recommended that you use UPS or Insured Parcel Post for your return.
- Keep the Return Tracking Number for your return package to monitor delivery status.
- You can expect a refund in the same form of payment originally used for the purchase, within 30 days of our receiving the returned order.
- Credit for gift returns will be issued to the original purchaser.
- You will be refunded the return shipping cost if the return is a result of a manufacturing defect or shipping error.
- Products ordered on www.petsmart.com can be returned to a PetSmart land based store.
To contact our Customer Care Department, please click here and fill out our email form.