PetSmart Customer Service Phone and Hours
Getting help from PetSmart is much easier when you know which support channel to use.
If you have a question about an online order, need help with Treats Rewards, want to request a refund, or have a concern about a grooming appointment, contacting the right team can save you time and frustration.
In this guide, we’ll explain the different ways to reach PetSmart customer service, when to use each option, and how to escalate an issue if you don’t get the resolution you need.
Key Highlights
- Call 1-888-839-9638 for online orders, refunds, shipping, and Treats Rewards support.
- Contact your local store for grooming, PetsHotel, training, and other store-specific services.
- Use live chat for quick help with order tracking, refunds, and delivery issues.
- Keep your order details and receipts ready to speed up support and complaint resolution.
Customer Service Phone Number
The main PetSmart customer care line is 1-888-839-9638. PetSmart’s corporate contact page lists availability as Monday through Friday, 8 a.m. to 9 p.m. Eastern Time. Some third-party directories show extended or seven-day hours, and PetSmart does stretch coverage during the holiday rush, so weekend calls are worth trying even though weekdays are the safe bet.
This number handles online orders, shipping problems, Autoship, refunds, Treats Rewards account issues, and general complaints.
It does not handle store-specific matters like grooming appointments or PetsHotel reservations.
| Your issue | Who to contact |
|---|---|
| Online order, shipping, refund | 1-888-839-9638 or Help Center |
| Autoship changes or cancellation | Your account dashboard, then phone |
| Grooming appointment or complaint | Your local store, directly |
| PetsHotel or doggie day camp | Your local store, directly |
| Treats Rewards points missing | 1-888-839-9638 |
| In-store return dispute | Store manager first, then corporate |
Call volume is heaviest Monday mornings and the first week after any major holiday. Mid-week mornings are the shortest waits.
Live Chat and Online Support
PetSmart runs a chat widget through its Contact Us page. It appears when agents are online and typically starts you with an automated assistant before handing off to a person say “agent” or “representative” if the bot loops you.
Chat is the better channel for anything with an order number attached tracking, missing packages, damaged deliveries, and refund status. You get a written transcript, which matters if the issue escalates later.
If chat is offline, the PetSmart Help Center has a request form. Response times run a couple of business days, so it’s a poor choice for anything urgent.
Returns and Refunds Support
Returns are the single most common reason people contact PetSmart, and most of them don’t need customer service at all. In-store returns with a receipt are handled at the register in a few minutes. Online orders can be returned to any store or shipped back.
You only need to call when something’s gone wrong a refund hasn’t landed after the expected window, an item arrived damaged, or a store refused a return you believe was valid.
➤ Have your order number, the original payment method, and the date of purchase ready before you dial.
Full details on windows, receipts, and exceptions are in our PetSmart return policy guide. Live animals follow different rules see the fish return policy for those. Price adjustments fall under the price match policy.
Store, Grooming and PetsHotel Issues
This trips people up constantly. Grooming salons, training classes, and PetsHotel locations are run at store level, and the corporate line can’t see their schedules, book appointments, or resolve service complaints.
➤ Use the store locator to find your location’s direct number and ask for the salon lead, hotel manager, or store manager depending on the issue.
If you’re calling about a grooming problem, do it the same day if possible salons keep appointment notes and photos that make resolution far easier while it’s fresh.
Check PetSmart store hours before calling, since salon hours are often shorter than store hours, and holiday hours differ again. Pricing questions are answered in our grooming prices and boarding prices guides.
How to Escalate a Complaint
Work through the escalation process step by step, as skipping steps often leads to being redirected back to the beginning.
- Raise it with the store manager or the phone agent, and ask for a case or reference number.
- If unresolved, call 1-888-839-9638 and cite that reference number.
- Ask for a supervisor if the agent can’t authorize what you’re asking for.
- Use PetSmart’s Facebook or Instagram accounts as a last resort
Keep receipts, order confirmations, and appointment records. Almost every escalation that fails, fails on missing documentation.
Getting Faster Support
A few simple steps can make your customer service experience much smoother.
Before contacting PetSmart, have your order number, receipt, payment details, and any relevant photos or documents ready.
Choose the support channel that matches your issue, such as calling customer service for online orders or contacting your local store for grooming and PetsHotel concerns.
If your issue requires follow-up, ask for a case or reference number so you can easily track your request. Calling during mid-week mornings may also help you avoid longer wait times.
Leaving with…
Getting help from PetSmart doesn’t have to be complicated. The key is choosing the right support channel for your specific issue.
Whenever you need assistance with an online order, a return, Treats Rewards, or a store service, contacting the appropriate team can save time and lead to a faster resolution.
Keep your purchase details and documentation handy, follow the proper escalation process when needed, and you’ll be in the best position to have your issue resolved quickly.
