The PetSmart return policy gives you 60 days to return most products, whether you bought them in-store or online. That is one of the more generous return windows among pet retail chains, and it applies to food, toys, accessories, tanks, beds, and most other items in PetSmart’s lineup.
If you are a pet parent who has ever opened a bag of kibble only to discover your dog wants absolutely nothing to do with it, this policy has your back. Here is everything you need to know before, during, and after your return.
| Information | Details |
| Website | www.petsmart.com |
| Return Time | 60 days from date of purchase |
| Return Medium | In-Store and Online (by mail) |
| Exchange Period | 60 days (in-store only) |
| Refund Time | 3 to 10 business days (card); 30 days for mail returns |
| Refund Method | Original payment method; merchandise return card if no receipt |
| Contact | 1-888-839-9638 |
| Email Support | Via contact form at petsmart.com/help |
Contents
- 1 What PetSmart’s 60-Day Return Window Actually Covers
- 2 Live Animals: The 14-Day Rule
- 3 Returning Pet Food (Including Opened Bags)
- 4 Items That Cannot Be Returned to PetSmart
- 5 How to Return an Item In-Store
- 6 How to Return an Item by Mail
- 7 Returns Without a Receipt
- 8 Refund Methods: What You Actually Get Back
- 9 Social Media Handles
- 10 Frequently Asked Questions
- 11 Conclusion
What PetSmart’s 60-Day Return Window Actually Covers
Most products at PetSmart fall under the standard 60-day return window. This includes pet food (including opened bags, under certain conditions), toys, grooming products, bedding, leashes, crates, aquarium supplies, and a wide range of pet accessories.
Items must be in new or salable condition to qualify. In-store purchases need the original receipt, and online purchases require an order confirmation email or packing slip. Returns to a physical store location are free. Online returns by mail involve a deduction for the return shipping label.
The 60-day clock starts on your purchase date, not the delivery date. If you ordered online and it took a week to arrive, that week still counts toward your window. Plan accordingly, especially for larger purchases.
Live Animals: The 14-Day Rule
Live animals fall under a completely separate and stricter policy. You have 14 days from the date of purchase to return a live animal, and you must return it to the same PetSmart location where you bought it. The animal must be in good health.
If a fish dies unexpectedly within the 14-day window, bring the deceased fish in a sealed container, plus a sample of your aquarium water. PetSmart staff will test the water to determine whether tank conditions were a contributing factor. If the fish died through no fault of yours, you can receive a replacement fish or a full refund.
Live animal returns require the original receipt and all accompanying paperwork. The 14-day guarantee does not apply to animals that show signs of mistreatment or improper care. Small mammals, reptiles, and birds each fall under this same framework.
Returning Pet Food (Including Opened Bags)
This is where PetSmart’s return policy earns real praise. You can return opened pet food within the 60-day window as long as the product is in its original container and your pet simply did not like it. The bag needs to be at least partially full and still in its original packaging. A receipt is recommended for a full refund to your original payment method.
Prescription pet food is an exception. It is treated the same as prescription medication and cannot be returned under any circumstances. If your vet recommended a specific therapeutic diet and your pet refuses it, contact PetSmart customer care directly to discuss your options.
Items That Cannot Be Returned to PetSmart
A handful of categories sit outside the standard policy:
- Prescription medications: Non-returnable under any circumstances.
- Personalized items: Final sale, no exceptions.
- Gift cards: Non-refundable and cannot be exchanged for cash.
- Electronics over $10: Receipt is required. Without it, the register will not process the return.
- Special orders: May carry specific restrictions discussed at purchase.
How to Return an Item In-Store
In-store returns are the fastest and cheapest option.
- Bring the item in its original packaging in new or salable condition.
- Carry your receipt, order confirmation email, or packing slip.
- Bring the credit card used for the original purchase if applicable.
- Visit the customer service desk at any PetSmart location (not just where you bought it).
- Refunds go back to your original payment method immediately for in-store returns.
If you paid with cash, you get cash back. If you used a credit card, the refund posts to that card within 3 to 10 business days depending on your bank. Debit card purchases are refunded as cash. PayPal or gift card purchases receive a merchandise return card for future in-store use.
How to Return an Item by Mail
Mail returns are available for online purchases. Call PetSmart customer care at 1-888-839-9638 to get a return authorization number and a prepaid shipping label via FedEx. Pack the item securely, attach the label, and drop it at any FedEx location.
A return shipping fee will be deducted from your refund. Original shipping charges are non-refundable. Once PetSmart receives your return, refunds are issued within 30 days. Credit to your bank account may take an additional 3 to 7 business days after you receive the email notification that your return was processed.
Important: Exchanges are not available by mail. If you need a different product, you must return the original item and place a new order.
Returns Without a Receipt
You can still return most items to PetSmart without a receipt. Bring a valid government-issued photo ID. PetSmart will issue a merchandise return card for the most recent sale price of the item. The store reserves the right to limit returns for customers with a history of frequent no-receipt returns.
If you used your PetSmart Treats loyalty account during the original purchase, staff can look it up in the system and process your return with that account as proof of purchase.
Refund Methods: What You Actually Get Back
Here is how refunds break down by payment type:
- Cash purchase: Refunded in cash.
- Credit card: Refunded to the same card, or a merchandise return card if the card is unavailable.
- Debit card: Refunded as cash.
- Check: Cash refund or merchandise return card after a 10-day waiting period.
- PayPal: Merchandise return card issued.
- Gift card: Merchandise return card issued.
Social Media Handles
Frequently Asked Questions
Can I return opened pet food to PetSmart?
Yes. PetSmart accepts opened pet food returns within 60 days of purchase as long as the product is in its original packaging and your pet simply disliked it. Prescription pet food is excluded and cannot be returned.
Can I return a live animal to PetSmart?
Yes, within 14 days of purchase at the same store location. The animal must be in good health or you must have documentation showing it died unexpectedly. Bring the original receipt and any paperwork that came with the animal.
What happens if I return something to PetSmart without a receipt?
You will need a valid government-issued photo ID. PetSmart will issue a merchandise return card for the most recent sale price of the item. You will not receive cash or a credit card refund without proof of purchase.
Can I return an online PetSmart order to a store?
Yes. You can bring your online order confirmation (printed or on your phone) and the item to any PetSmart store for a free in-store return. This is the faster option compared to a mail return.
Does PetSmart charge for return shipping?
Yes. When returning by mail, a return shipping fee is deducted from your refund. Original shipping charges are non-refundable. In-store returns are always free.
Conclusion
The PetSmart return policy is practical and pet-parent-friendly. The 60-day return window gives you real flexibility for most purchases, and the ability to return opened food removes some of the financial risk of trying a new diet or brand. Just remember the two key exceptions: live animals have a 14-day limit, and prescription items cannot be returned at all. For any specific questions, contact PetSmart at 1-888-839-9638 or visit petsmart.com/help for full policy details.
Disclaimer: The return policy information on ReturnsPolicies.info is for informational purposes only and may not reflect the latest updates. Always verify the current policy directly on the retailer’s official website before making any purchase or return decision. We are not affiliated with any of the retailers mentioned.