PetSmart Return Policy, Explained
PetSmart accepts eligible returns within 60 days with proof of purchase; prescription and personalized items cannot be returned, and some items need a receipt.
By Olivia HarperContributing writer. Policy checked .
On this page
Store policies change. This is a summary in our own words of PetSmart's Return Policy help page, read on October 27, 2026. The official page is the one that applies; check it, or ask a store associate, before you return anything.
How long you have
PetSmart accepts eligible returns within 60 days of purchase. The item should be in its original packaging, or in new or sellable condition, and you need proof of purchase. PetSmart says it can limit returns even when you have a receipt.
For in-store purchases, two cases need approval:
- After 60 days: if approved, you get a store merchandise card for the item's most recent sale price.
- No proof of purchase: if approved, the refund is for the most recent sale price, and you must show a valid government-issued ID.
Items that cannot be returned
PetSmart does not accept returns of:
- Prescription medication products.
- Special order items, such as personalized, embroidered, embossed or engraved products.
A valid receipt is required to return or exchange these items when they cost $10 or more:
- Electronic merchandise, including collars, fencing and training products.
- Grooming tools.
- Filters and pumps.
- Non-prescription pet medications and vitamins.
- ThunderShirts and calming products.
- Flea and tick products.
PetSmart services bought online also need a valid receipt to be returned or exchanged.
Online orders
| Option | How it works |
|---|---|
| Return in store | Free. Bring the item and proof such as the order confirmation, order ID or packing slip to any store within 60 days |
| Return by mail | Call Customer Care at 1-888-839-9638 to start, then ship within 60 days with the label PetSmart provides |
Without a PetSmart label you pay the return shipping, and original shipping charges are not refunded. These orders must go back to a store, not by mail: in-store purchases, buy online pickup in store orders, same day delivery orders and third-party delivery app orders such as DoorDash, Instacart, Uber or Shipt.
How you get your money back
| How you paid | Online order refund | In-store purchase refund |
|---|---|---|
| Credit card | Original card | Original card |
| Debit card | Original card | Cash |
| Cash | Not applicable | Cash |
| Check | Not applicable | Merchandise return card, or cash after 10 days |
| Gift card | E-gift card | Merchandise return card |
| Apple Pay, PayPal, Afterpay and similar | Original payment | Merchandise return card |
PetSmart says card refunds may take 3 to 5 days to show. E-gift card refunds are emailed to the address on the order, and neither e-gift cards nor merchandise return cards can be turned into cash. If the original card is not available, you may get a merchandise return card.
Returns and Treats Rewards
Returning an item removes the Treats Rewards points you earned on that purchase. Points you redeemed toward the item are forfeited and do not come back. See PetSmart Treats Rewards for how the program works.
Sources
Return Policy, PetSmart. Policy checked October 27, 2026.