Key takeaways
- Most items can be returned within 60 days for a full refund. Live animals must be returned within 14 days.
- Opened food can be returned if at least half full and in original packaging.
- No receipt? You’ll get store credit at the lowest recent price.
- Loyalty program members can have purchases looked up in-store.
- Online orders can be returned in-store or by mail (customer pays shipping).
- Refunds are issued to the original payment method within 5–10 business days.
- Exchanges can only be made in-store, not by mail.
- Prescription medications and personalized items are final sale.
PetSmart is a trusted destination for pet owners seeking quality products and services. But what if your purchase doesn’t work out? Understanding the PetSmart return policy can save you time, money, and stress.
This comprehensive guide covers every aspect of returning items to PetSmart in 2025, including timelines, item conditions, proof of purchase, online and in-store differences, non-returnable items, the refund process, and answers to common questions. Whether you’re returning pet food, accessories, or even live animals, you’ll find everything you need to know right here.
What is the Petsmart Return Policy?
Standard Return Timeframes
PetSmart offers a generous return window for most merchandise:
- 60 Days for Most Items: Whether purchased in-store or online, you can return most products within 60 days for a full refund to your original payment method.
- Live Animals: Returns are accepted within 14 days of purchase. You must bring the animal, your receipt, and all original paperwork.
- Food & Opened Items: Most unopened and even some opened pet foods can be returned within 60 days. Opened food must be at least 50% full and in original packaging.
- After 60 Days: Returns may still be accepted, but you’ll receive store credit at the item’s lowest selling price, not a refund.
Holiday or promotional periods do not typically extend the standard return window, so plan accordingly.
Condition Requirements for Returns
To ensure a smooth return, items should meet these conditions:
- Original Packaging: Most items must be in original packaging with all tags, accessories, and components.
- Unworn/Unused: Items should be unused and in sellable condition. For apparel, original tags should be attached.
- Opened Food: Can be returned if at least half full and in original packaging.
- Live Animals: Must be in good health, and you may need to provide any included accessories or documentation.
- Slightly Used or Damaged Items: Returns of gently used items may be accepted at the manager’s discretion, but heavily used or damaged products are likely to be denied.
PetSmart was founded in 1986 in Phoenix, Arizona, and has since become the largest pet retailer in North America.
PetSmart Charities, a nonprofit organization founded in 1994 by PetSmart, has granted over $430 million to animal welfare organizations and helped more than 9 million pets find forever homes.
Proof of Purchase: What’s Accepted?
PetSmart makes it easy to prove your purchase:
- Original Receipt: The best option for a full refund.
- Order Confirmation Email: Accepted for online orders, either printed or digital.
- Packing Slip/Shipping Invoice: Also valid for online purchases.
- Gift Receipt: Enables returns for store credit or exchange.
- Loyalty Program (Treats) Account: If you used your Treats account, staff can often look up your purchase.
- No Proof of Purchase: You may still return most items for store credit at the lowest recent price, but you must show a valid government-issued photo ID.
Note: Certain high-value items (like electronics or pumps over $10) require a receipt for return.
Non-Returnable & Final Sale Items
Some categories are excluded from returns or have strict limitations:
- Prescription Medications: Not returnable under any circumstances.
- Personalized Items: Custom engraved tags, monogrammed beds, etc.
- Opened/Partially Used Consumables: Only accepted if at least half full and in original packaging.
- Gift Cards: Non-refundable and non-exchangeable.
- Special Orders: May have unique restrictions; check at purchase.
- Live Animals: Only returnable within 14 days, and only if in good health or deceased.
- Clearance or “As-Is” Items: Usually returnable, but only at the clearance price and possibly for store credit.
If a final sale item is defective, contact customer service for possible exceptions.
How to Start a Petsmart Return
In-Store Returns
- Bring the item, original packaging, and proof of purchase to any PetSmart location.
- Visit the customer service desk.
- Present your receipt or other proof of purchase.
- The associate will process your refund or exchange.
Online Returns (by Mail)
- Log in to your PetSmart account and locate your order.
- Initiate a return through the online portal or call customer service for a return authorization number and shipping label.
- Pack the item securely in original packaging.
- Include the packing slip and note the reason for return.
- Attach the return shipping label.
- Drop off at a FedEx location (customer pays shipping).
- Wait for confirmation and refund processing.
Same-Day Delivery/Third-Party App Purchases
- Must be returned in-store with order confirmation and original packaging.
Refunds and Timelines
- Original Payment Method: Refunds are credited to your original payment method (credit card, debit, cash, etc.) within 5–10 business days after processing.
- Store Credit: If you lack proof of purchase or return after 60 days, you’ll receive store credit via a merchandise return card.
- Gift Receipt: Refunds are issued as store credit.
- Shipping Fees: Not refundable (except in cases of PetSmart error or defective items).
- Partial Refunds: May apply if the item is used, damaged, or missing parts.
- Check Purchases: Refunds may be subject to a 10-day waiting period.
- PayPal/Other Payment Methods: Refunds may be issued as merchandise return cards.
Delays: Bank processing times may add a few days to your refund.
“PetSmart’s commitment to animal welfare is truly inspiring. Their work with PetSmart Charities has helped countless pets find loving homes and live happy, healthy lives.” – Miranda Lambert, Country Singer and Animal Activist.
The PetSmart return policy in 2025 is designed to ensure customer satisfaction while maintaining fairness. With a 60-day window for most products, flexible options for proof of purchase, and clear guidelines for online and in-store returns, you can shop confidently. Always keep your receipt, return items in original condition, and check for category-specific rules. If you have questions, PetSmart’s customer service is ready to help. For a hassle-free experience, follow the steps outlined in this guide and enjoy peace of mind with every purchase.
Petsmart Return policy FAQs
Can I return an item to Petsmart after 60 days?
Yes, but you’ll receive store credit at the item’s lowest selling price instead of a refund.
Can I return opened pet food?
Yes, if at least half full and in original packaging, within 60 days.
What if I lost my receipt?
Returns are still possible with a valid photo ID, but you’ll get store credit at the lowest price in the past 60 days.
Can I return online orders in-store?
Yes, bring the item and proof of purchase to any PetSmart location.
Are shipping fees refunded?
No, shipping, handling, and gift wrap fees are not refunded unless the return is due to a PetSmart error.
How do I return live animals?
Bring the animal, receipt, and all paperwork to the original store within 14 days.
Are there items I can’t return?
Yes: prescription medications, personalized items, and gift cards are final sale.
How long do refunds take?
Most refunds are processed within 5–10 business days after the return is accepted.
Can I exchange items by mail?
No, exchanges must be done in-store.
What if my item is damaged or defective?
Contact customer service or visit a store for a replacement or refund, even for some final sale items.