You can return everything from pet food to live fish with the PetSmart return policy, and they’ll accept most returns within 60 days (or even after that). In fact, you can return anything to PetSmart, except prescription pet medications. Even though their store return policy sounds pretty generous, you should know a few things before you head in to make a return.
We got the full scoop on PetSmart’s return policy so you can get your money back every time.
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PetSmart Return Policy Overview
You have 60 days from the purchase date to get a refund back to your payment method.
Per the PetSmart return policy fine print, you get a full two months (60 days, to be exact) from the day you bought an item to return it. You’ll need your receipt or other proof of purchase in order to get a refund back to your payment method.
If you have a receipt or used your Treats rewards membership at checkout, you’ll get a refund back to your original form of payment. If you paid with a check or don’t have your receipt, you’ll receive a merchandise card with the original payment amount on it.
After 60 days (or without a receipt), you’ll get a refund on a store card.
You can actually still return certain items to PetSmart if you lost your receipt or if it’s been more than 60 days. Just bring the item and your photo ID to a PetSmart store. You’ll get a merchandise return card for the most recent sale price of the item.
But the 60-day return window has a few exceptions.
Fish and live animals need to be returned within 14 days — same with opened pet food.
If you received a defective item from an online order on PetSmart.com or in the PetSmart app (iOS / Android), you’ll have 30 days from the day it got delivered to contact their Customer Care team (1-888-839-9638) and start the return process.
You can return both in-store and online orders to any PetSmart location.
In-store purchases must get returned at a physical PetSmart location, but it doesn’t have to be the same store where you made the original purchase. Online orders can either get returned to a physical store or returned by mail. (Although special-order purchases must get returned by mail.)
Related: Save more with our best PetSmart tips and tricks.
You can actually return live animals.
If you purchase an animal and need to return it, they give you a return window of 14 days. Animals must get returned to the store location where they were originally purchased. You need to bring your original receipt and all paperwork from the original sale.
PetSmart will also reimburse you for fish that pass away.
When you purchase a fish at PetSmart, they guarantee it will stay alive for 14 days. If your fish dies within the first 14 days, you will receive a refund — as long as you can provide proof of the fish’s death.
So how can you prove to PetSmart that your fish passed away? Some locations require you to bring the deceased fish back to the store, but other locations may just ask for photo proof. If your fish passes away during the 14-day window, call the location you purchased it from before disposing of the fish. This will help ensure you follow the rules to get your refund or replacement.
You’ll need a receipt to return most products over $10 and for live animals and fish.
If you’re returning or exchanging any of the following products, have your receipt handy:
- Electronic items (like training devices) that cost more than $10
- Grooming products that cost more than $10
- Live fish or live animals
- Over-the-counter medications, vitamins, and supplements that cost more than $10
- Pumps and filters (for fish tanks, etc.) that cost more than $10
PetSmart won’t refund any rewards points you used or earned.
If you used any “Treats” rewards points during the original purchase, you won’t get those back when you make a return. And any rewards points you earned from the purchase get deducted from your refund.
So let’s say you redeemed 20 Treats rewards points toward your purchase. Your purchase also earned you five points. If you return the item from that sale, you won’t get credited the 20 points back to your account, and five points get deducted from your balance.
For that reason, I recommend only using your points on things you know you won’t return, like your pup’s favorite treats.
Related: See all the latest PetSmart deals to save more on your next purchase.
How to Return PetSmart Items
Return PetSmart items in store to save on shipping costs.
The easiest (and cheapest) option for PetSmart returns is to bring your item into a physical store. Make sure to bring the original packaging that came with the item, as well as your proof of purchase (a receipt, the packing slip, or the shipping confirmation email).
If you don’t have the original payment method with you — or you made the purchase using DoorDash or same-day delivery — you’ll get a merchandise card loaded with your refund.
TIP: If the item you’re returning looks used or unsellable, PetSmart might not give you a refund.
Return PetSmart items by mail (but you’ll pay for shipping).
When you make a return by mail, remember you are responsible for shipping and handling costs. So you might think twice about returning a product that costs less than the return shipping fee. Mail-in returns can take up to 30 days to get refunded back to your card.
Here’s how to process your PetSmart return by mail:
- Call the Customer Care department at 1-888-839-9638 to get an authorization number and shipping label.
- Fill out the packing slip with your reason for return and your authorization number.
- Pack the item and include the packing slip.
- Apply the return shipping label and send via FedEx.
- You’ll get an email once PetSmart processes your return.
PetSmart Return Policy Exceptions
The PetSmart return policy lets you exchange opened pet food (or get store credit).
Pets can be pretty particular about their food. If you’re hesitant to spend money on a new brand of kibble, rest assured that PetSmart will accept returns of opened food in exchange for store credit or another item. You need to provide proof of purchase, so hang on to your receipt when buying a new kind of food or treats, just in case.
If you want to return unopened food, the 60-day return policy applies if it’s sealed in the original packaging.
You can never return or exchange prescription medications.
Similar to a rule in Petco’s return policy, prescription pet meds aren’t eligible for returns at PetSmart, either. If you have an issue with a prescription medication, call their Customer Service team at 1-888-839-9638.
Same-day delivery and curbside pickup orders can only get returned in stores.
Since PetSmart stores handle the fulfillment of same-day delivery, curbside pickup, and DoorDash orders, you can’t make those returns by mail. You can only make a return or exchange by going into a physical store. And you won’t get a refund for any delivery fees you paid for the original order.
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