Key takeaways
- Chewy offers a 365-day return window on most products.
- Prescription medications and gift cards are generally non-returnable.
- Items can be returned if lightly used or opened, but must not be excessively worn or defaced.
- Original packaging is preferred but not required for returns.
- Returns are processed exclusively through Chewy’s online system—no in-store returns.
- Refunds are processed within 3–5 business days for original payment methods.
- Chewy may allow you to donate unwanted items instead of shipping them back.
- You cannot return Chewy items to PetSmart or other retail stores.
Shopping for your pet should be stress-free, and Chewy’s return policy is designed to make sure you and your furry friends are always satisfied. Whether you ordered the wrong size, received a damaged item, or simply changed your mind, Chewy’s customer-first approach ensures returns are simple and straightforward.
This comprehensive guide covers every aspect of the Chewy return policy—from timeframes and item conditions to refund processing and special exceptions. By the end, you’ll know exactly how to handle any return, exchange, or refund scenario with confidence.
What is the Chewy Return Policy?
Chewy stands out in the pet supply industry with one of the most generous return policies. Customers have a full 365 days (one year) from the date of purchase to return most items for a refund or exchange, regardless of the reason. The policy applies to almost all products, ensuring a worry-free shopping experience for pet owners.
Standard Return Window:
- You have 365 days from the date of purchase to return most items.
- This extended window applies to nearly all products, including food, toys, accessories, and more.
Special Cases:
- Prescription Medications: Returns are only accepted on a case-by-case basis, typically if the medication is incorrect or damaged.
- Gift Cards (eGift Cards): Non-returnable and non-refundable, except where required by law.
- Holiday or Promotional Periods: No shortened or extended return windows; the 365-day policy remains in effect.
- Discounted Items: Items bought with a promotional discount are eligible for return, with refunds based on the amount paid after the discount.
Item Condition Requirements
Chewy’s return policy is flexible, but some guidelines apply:
- General Condition: Items can be returned if they are new, lightly used, or even opened, as long as they are not excessively worn, used, or defaced.
- Original Components: All original parts, accessories, and components must be included in the return.
- Packaging: Original packaging is preferred but not strictly required. Customers can use any clean, appropriately sized box for returns.
- Damaged or Defective Items: If an item arrives damaged or defective, Chewy will replace it or issue a refund.
Chewy reserves the right to refuse returns that do not meet these condition standards.
Chewy’s headquarters are located in Dania Beach, Florida, and the company employs over 18,000 people. In 2017, Chewy was acquired by retail giant PetSmart for $3.35 billion.
Accepted Proof of Purchase
Chewy makes returns easy, even if you don’t have a traditional receipt:
- Order Number: The primary proof of purchase is your order number, which can be found in your Chewy account or order confirmation email.
- Receipts: Not mandatory, but helpful if available.
- Packing Slips/Shipping Invoices: Accepted as proof of purchase.
- Gift Receipts: Returns with a gift receipt are processed as store credit or gift cards.
- Loyalty Program Purchases: Purchases linked to your Chewy account can be verified by customer service, even without a physical receipt.
- No Proof of Purchase: If you lack all documentation, contact customer service—Chewy often helps locate your order using your account information or email.
Final Sale and Non-Returnable Items
While Chewy’s policy is generous, some items are always final sale:
- Prescription Medications: Non-returnable unless incorrect or damaged.
- Gift Cards (eGift Cards): Cannot be returned or exchanged.
- Personalized Items: Typically non-returnable unless defective.
- Clearance or Special Sale Items: Generally eligible for return, unless otherwise specified at purchase.
If you receive a defective final sale item, contact customer service for a possible exception or replacement.
How to Start a Chewy Return
Returning an item to Chewy is straightforward and customer-friendly. Here’s how to do it:
Locate Your Order
- Log into your Chewy account.
- Go to your order history and select the item(s) you wish to return.
Contact Customer Service
- Use Chewy’s online chat, phone (1-800-672-4399), or email support.
- Provide your order number and reason for the return.
Prepare the Item
- Pack the item securely. Use original packaging if possible, but any clean, sturdy box will do.
- Include all original parts, accessories, and manuals.
Print and Attach Prepaid Shipping Label
- Chewy will email you a prepaid return shipping label.
- Print and attach the label to your package.
Drop Off the Package
- Take your package to any FedEx or authorized shipping location.
- Keep your tracking number for reference.
Refund or Replacement
- Once Chewy receives your return, they process refunds or send replacements within 3–5 business days.
Pro Tip: For some items, Chewy may not require you to send the product back—especially for food or lightly used items. In these cases, they often recommend donating the item to a local animal shelter.
Refund Methods and Timelines
Chewy offers prompt and flexible refund options:
- Original Payment Method: Refunds are issued to your original payment method (credit card, PayPal, etc.).
- Chewy Gift Card: If you prefer, or if the return was a gift, you can receive a refund as a Chewy eGift Card.
- Processing Time:
- Original payment method: 3–5 business days after the return is received.
- Chewy gift card: 15–20 minutes after processing.
- Shipping Fees: Original shipping fees are generally not refundable unless the return is due to Chewy’s error or a defective product.
Refund times may vary depending on your bank or payment provider.
“I’m a big fan of Chewy. They really understand their customers and provide exceptional service.” – Martha Stewart, Businesswoman and TV Personality
Chewy’s return policy is designed to put pet owners at ease. With a full year to make returns, flexible item condition requirements, and free return shipping, the process is as convenient as possible. Whether you’re dealing with a simple exchange or a more complex issue, Chewy’s 24/7 customer service is ready to help. Shop confidently, knowing that Chewy stands behind every purchase.
Chewy Return Policy FAQs
How long do I have to return an item to Chewy?
You have 365 days (one year) from the date of purchase to return most items.
Can I return opened or used items?
Yes, as long as the item is not excessively worn or defaced.
What items cannot be returned to Chewy?
Prescription medications and gift cards are typically non-returnable, except in cases of error or damage.
Do I need the original packaging to return an item?
No, but using the original packaging is recommended if available.
What proof of purchase do I need?
Your order number, found in your Chewy account or confirmation email, is sufficient.
How do I initiate a return?
Contact Chewy customer service via chat, phone, or email to start the process.
Does Chewy provide a prepaid return shipping label?
Yes, Chewy will email you a prepaid label for eligible returns.
How long does it take to receive a refund?
Refunds are processed within 3–5 business days after Chewy receives your return.
Can I return Chewy items to PetSmart?
No, all returns must be processed through Chewy’s online system.
What if I received a defective or incorrect item?
Contact customer service, and Chewy will arrange for a replacement or refund.