PetSmart Return Policy: What You Must Know

Shopping for your pet should be a joyful and stress-free experience, and PetSmart recognizes that returns can be part of that journey. Whether you’ve had a change of heart, selected the wrong item, or received a damaged product, PetSmart’s return policy is built to be convenient and customer-focused. With a generous 60-day timeframe and various refund options, both online and in-store purchases are supported by clear guidelines to make the return process as simple as possible.

In this article, we’ll break down all the key details about PetSmart’s return and refund policy—from restocking fees and who covers shipping costs to how returns work with payment methods like PayPal or redeemed Treats points. Whether you’re shopping for the first time or have been with PetSmart for years, this guide will help you feel confident in handling any return situation.

What Is the Return and Refund Policy for PetSmart?

PetSmart provides a 60-day window for returning most items, as long as they're in resalable condition and include the original packaging. Returns can be completed either in-store or by mail, depending on the product and how it was purchased.

In general, returning items to a physical store is the most straightforward option, especially for purchases made online or via the PetSmart app. For those who paid with alternative methods like PayPal, refunds may be issued as store credit for future use in physical locations.

Certain items—including prescription medications, special orders, and some health-related products—have more restrictive return conditions and typically require a valid receipt.

Does PetSmart Offer Exchanges?

Yes, PetSmart does allow product exchanges. If you’re exchanging an item for a different size, color, or product, the positive balance (if any) will be refunded to your original form of payment.

All exchanges must be done in-store—PetSmart does not process exchanges by mail. Like regular returns, the item must be in new condition and include the original packaging and proof of purchase. If you’re exchanging an item purchased online with a non-credit card method (like PayPal), you’ll receive a merchandise return card instead of a direct refund.

Keep in mind that exchanges are not available for prescription medication products or items returned by mail. Always check with store associates if you're unsure about eligibility.

How Long Does It Take to Get a Refund from PetSmart?

Refund times at PetSmart depend on the method of return and original payment type. For in-store returns, credit card refunds are typically processed immediately, while cash and debit card refunds may be issued on the spot. If you paid by check, you may experience a 10-day waiting period before receiving cash or a merchandise return card.

For returns by mail, the process takes longer. Refunds are usually issued within 30 days after the product is received by PetSmart. You'll get a confirmation email once your refund has been processed. It may take 3–7 business days for the refund to appear in your account, depending on your bank’s processing time.

Who Pays for Return Shipping at PetSmart?

If you choose to return a product by mail, you are responsible for the return shipping cost. PetSmart will deduct this amount from your refund unless you are using a pre-approved return shipping label provided by their Customer Care team.

Shipping fees paid during the original purchase (such as delivery charges or gift wrap) are non-refundable, and COD returns are not accepted—they’ll be sent back to the customer. To avoid shipping fees, returning your product in-store is the best and most cost-effective option.

Are There Any Exceptions to the PetSmart Return Policy?

Yes, PetSmart has a few notable exceptions to its standard return policy:

• Prescription medications and special orders cannot be returned or exchanged.
• Items such as electronic pet merchandise, grooming tools, filters, non-prescription medications, ThunderShirts, and flea/tick products require a valid receipt for returns or exchanges if valued at $10 or more.
• Services purchased online (like grooming appointments or training) must be canceled or refunded in-store and with a valid receipt.
• Returns without a receipt or after 60 days will only be refunded via merchandise return card for the most recent sale price. A valid ID is also required.

These policies help PetSmart maintain product integrity, especially for health-related items or custom orders.

Can You Return Items Without a Receipt?

Yes, but with limited options. If you no longer have your receipt or your receipt is older than 60 days, PetSmart allows returns in-store only and only for products in new or saleable condition.

You’ll need to bring a valid ID, and the refund will be given in the form of a merchandise return card for the most recent sale price. These return cards can be used for future in-store purchases but are not redeemable for cash or usable online.

Note that certain items, especially high-value or electronic items, cannot be returned at all without a valid receipt.

How to Return a Product Bought Online at PetSmart?

Returning online purchases is easy with two main options:

1. In-Store: Bring the product with original packaging and order confirmation to any PetSmart location. If you used a credit card, bring the same card to get a direct refund. Other payment methods (PayPal, gift cards) will receive a merchandise return card.
2. By Mail: Call PetSmart at 1-888-839-9638 to request a return authorization and shipping label. Package the item securely, attach the label, and drop it off at a FedEx location. Once the item is received, your refund (minus shipping fees) will be processed in the original payment method.

Keep in mind: Exchanges by mail are not available, and shipping fees are non-refundable.

What If the Product Is Damaged or Defective?

If you receive a damaged or defective item from PetSmart.com or the PetSmart app, contact customer service within 30 days of delivery by calling 1-888-839-9638. You’ll need your order number, product information, and contact details handy.

If you ordered through a third-party delivery app, reach out to that service’s support team directly. PetSmart is not responsible for returns initiated via external platforms.

PetSmart is committed to quality service and will work with you to resolve product issues efficiently.

Can You Return Used Items To PetSmart?

In most cases, no. PetSmart generally requires items to be in new or salable condition and in their original packaging to qualify for a return or exchange. However, there may be exceptions for defective products, especially if they are electronics or pet care items. If the product is damaged or not functioning properly—even after use—it's best to contact customer service at 1-888-839-9638 to determine if your specific case qualifies for a return or exchange.

Can You Return A PetSmart Item Without The Original Box Or Package?

Returning an item without the original packaging may be accepted at PetSmart’s discretion, but it significantly reduces your chances of receiving a full refund. Items are expected to be returned in new, unused condition with all original packaging and accessories intact. Without the box or package, the item may not be considered resalable, and your refund may be denied or limited to a merchandise return card for the lowest recent sale price.

Does PetSmart Have a Guarantee?

Yes. While PetSmart doesn’t advertise a broad “satisfaction guarantee” like some retailers, they stand behind the quality of their products. If an item is defective, damaged, or doesn’t meet your expectations, you can generally return it within 60 days for a refund or exchange—especially with a valid receipt. For live animals or pet services (like grooming), guarantees or satisfaction policies may vary and should be discussed directly with store staff at the time of purchase.

Can I Return A Gift To PetSmart?

Yes, you can return a gift to PetSmart, even without the original receipt. In this case, the refund will be provided as a merchandise return card for the most recent sale price. The item must be unused and in resalable condition, and the return must be made in-store with a valid form of ID. Keep in mind, gift returns cannot be refunded in cash or to the original form of payment unless the gift giver is present with the original receipt.

Final Thoughts

PetSmart offers a flexible, transparent, and customer-oriented return policy designed to support both online and in-store shoppers. With a generous 60-day return window, clear rules for exchanges, and helpful customer service, returning items is typically hassle-free—especially if you keep receipts and original packaging.

Just remember: in-store returns are always free and the easiest way to handle exchanges or receive instant refunds. For mail returns, be aware of shipping costs and allow extra time for processing.