Understanding the PetSmart return policy can save you time and stress. Whether you bought the wrong size dog bed or your finicky cat rejected a new food, knowing the rules helps. This guide breaks down everything you need to know about returns and exchanges at PetSmart.
PetSmart Return Policy
The core PetSmart return policy is designed to be customer-friendly. In most cases, you can return items within 60 days of purchase with a receipt. They aim to make the process straightforward for pet parents. However, there are important exceptions and details that are crucial to understand.
These rules apply to purchases made in PetSmart stores across the United States and Canada. Online orders have a similar but slightly different process. We’ll cover both so you’re fully prepared.
What You Need for a Successful Return
To ensure your return goes smoothly, gather these items before heading to the store. Having everything ready makes the process quick for you and the store associates.
- Original Receipt: This is the most important item. It provides proof of purchase and helps process your refund fastest.
- Original Payment Method: If possible, bring the card you used. Refunds are typically issued back to the original form of payment.
- Product Packaging: While not always required, having the original box or packaging can be helpful, especially for larger items.
- The Item Itself: The product should be in its original, resalable condition. It shouldn’t be used, damaged, or opened (unless it’s defective).
The Standard 60-Day Return Window
For most items, you have 60 days from the date of purchase to initiate a return. This includes things like toys, beds, leashes, bowls, and unopened food. The 60-day period gives you ample time to see if the product works for your pet.
If you return an item within this window with a receipt, you’ll typically get a full refund to your original payment method. Without a receipt, the options change, which we’ll discuss next.
Returns With a Receipt
This is the simplest path. With your receipt, the associate can quickly look up the transaction. Your refund will be processed back to your credit card, debit card, or PetSmart gift card. Cash purchases will usually be refunded in cash. The process is often completed in just a few minutes.
Returns Without a Receipt
Don’t worry if you’ve lost the receipt. PetSmart can often look up your purchase using the credit or debit card you used. If that’s not possible, they may offer you an exchange for a similar item or issue a refund onto a PetSmart merchandise credit card. The amount is usually based on the item’s current selling price.
Major Exceptions to the Standard Policy
Not every item follows the 60-day rule. Some products have stricter return windows or conditions due to health, safety, or logistical reasons. It’s essential to know these before you buy.
- Live Animals: PetSmart has a very specific and compassionate policy for live animals. It’s not a “return” in the traditional sense but rather a health guarantee and surrender policy. We’ll cover this in detail later.
- Opened Pet Food & Treats: For safety reasons, you generally cannot return opened bags of pet food or treats. If the food is unopened and within date, the standard policy applies. If your pet has a negative reaction to a new food, contact the manufacturer directly, as they often have satisfaction guarantees.
- Prescription Diets & Medications: These items are typically final sale and cannot be returned once purchased. This is for safety and legal reasons. Always consult your vet before purchasing a prescription item.
- Electronics (Pet Cameras, Fountains): Items like pet feeders or cameras may have a 30-day return window instead of 60 days. Check your receipt or the product packaging for details.
- Clearance or “As-Is” Items: These are usually marked as final sale and are not eligible for return or exchange.
Special Case: The Live Animal “Return” Policy
PetSmart does not treat animals like merchandise. If you purchase a small animal, bird, reptile, or fish and it becomes ill or passes away shortly after bringing it home, they have a health guarantee. You must contact the store within a specific timeframe (often 14 days) and provide a veterinarian’s report.
In such cases, PetSmart will typically work with you on options, which may include replacing the animal or providing a refund. If you simply can no longer care for an animal purchased at PetSmart, they ask that you contact the store directly. They will often accept the animal back and find it appropriate care, but this is a surrender process, not a financial return.
How to Return an Online Purchase
Returning something you bought on PetSmart.com or the app is also straightforward. You have two main options: return by mail or return in-store. The in-store option is usually faster.
Option 1: Return In-Store
- Bring the item, its original packaging, and your packing slip or order confirmation email to any PetSmart store.
- Go to the customer service desk. The associate will process your return using your order number.
- Refunds for online orders returned in-store are usually issued to your original payment method within a few business days.
Option 2: Return by Mail
- Log into your PetSmart.com account and go to “Order History.”
- Select the item(s) you wish to return and follow the prompts to create a return authorization.
- Print the provided return label and attach it to your package.
- Drop the package at a designated carrier (like UPS). You may be responsible for return shipping fees unless the item was defective or the wrong item was sent.
Understanding Refund Timelines
How long it takes to get your money back depends on your return method and your bank.
- In-Store with Receipt: Refunds to credit/debit cards can take 3-10 business days to appear on your statement, even though the store processes it immediately. Cash refunds are instant.
- Online Returns to Store: Similar to in-store refunds, card refunds take several business days.
- Online Returns by Mail: Once the return is received at the warehouse, it can take 10-14 business days for the refund to be processed and appear in your account.
Tips for a Hassle-Free Return Experience
A little preparation goes a long way. Follow these tips to make your return as easy as possible.
- Keep Your Receipts: Tuck them in a folder or take a photo with your phone immediately after purchase.
- Act Quickly: Don’t wait until day 59. If something isn’t working, initiate the return sooner.
- Check the Item Before You Leave: For larger items like crates or furniture, open the box in-store if you can to check for damage before you take it home.
- Be Polite: Store associates are there to help. A friendly attitude makes the process better for everyone.
- Know the Exceptions: Double-check the policy for items like fish tanks or electronic groomers before assuming the 60-day rule applies.
PetSmart’s Exchange Policy
If you need a different size, color, or product altogether, an exchange is often simpler than a return and re-purchase. You can do an exchange in-store within the 60-day window with your receipt. The price difference will be either charged or refunded. For online orders, it’s usually faster to process a return and then place a new order for the correct item.
What About Treats Members?
Being a PetSmart Treats member (their free loyalty program) can make returns easier. Your purchase history is linked to your account, which can serve as a digital receipt. If you lose your paper receipt, the associate can often look up the purchase using your phone number linked to your Treats account. This can qualify you for a refund to your original payment method instead of store credit.
Frequently Asked Questions (FAQ)
Can I return opened items to PetSmart?
It depends on the item. You generally cannot return opened pet food or treats. For other products, like a dog brush or a water filter, if it’s been opened but is defective, you can return it. If you opened it, used it once, and simply didn’t like it, it’s at the store’s discretion. The item must be in resalable condition.
What is PetSmart’s return policy for dog beds?
Dog beds fall under the standard 60-day return policy. They should be in unused, washable condition with all tags attached. If the bed is defective (seams coming apart, etc.), you can return it even if it’s been used.
How long does PetSmart take to refund money?
For in-store returns, the refund is processed immediately but may take 3-10 business days to post to your bank or credit card account. For mailed returns, allow 10-14 business days after the warehouse recieves the item.
Can I return a fish tank to PetSmart?
Yes, but there are conditions. A new, unused fish tank in its original packaging can be returned within 60 days with a receipt. If the tank is set up or used, it likely cannot be returned due to hygiene reasons. If the tank is cracked or defective, contact the store immediately.
What is PetSmart’s animal return policy?
PetSmart offers a 14-day health guarantee on most small animals, birds, and reptiles. You need a vet’s statement. They do not offer cash refunds for healthy animals. If you can no longer care for an animal, contact the store about surrender options—they will not turn away a pet they sold.
Can I return cat litter to PetSmart?
Unopened bags of cat litter can be returned within 60 days with a receipt. An opened bag is generally not accepted for return due to obvious health and safety concerns.
Does PetSmart accept returns without the box?
Often, yes. For many items, the original packaging is not strictly required as long as you have the receipt and the item is in good condition. However, for electronics or fragile items, the box may be necessary to prove it’s complete and undamaged.
Knowing the PetSmart return policy details gives you confidence as a shopper. Always remember to keep your receipt, act within the time limits, and be aware of the exceptions for special items. When in doubt, a quick call to your local store can provide the specific answer you need before you make the trip. Their goal is to ensure you and your pet are happy with your purchase.