PetSmart Customer Service Phone and Hours
PetSmart customer care is reachable at 888-839-9638, and its Contact Us page lists the line as open 8am to 10pm EST, 7 days a week. Online orders, refunds, Autoship and Treats Rewards all go through that number.
Grooming, PetsHotel and training are run by each store, so those questions usually go faster at your local PetSmart. Here’s who to contact for each issue and how to get a problem solved.
PetSmart Customer Care Number and Hours
The Contact Us page on petsmart.com shows 888-839-9638, open 8am to 10pm EST every day. PetSmart’s corporate site still lists Monday to Friday, 8 a.m. to 9 p.m. Eastern, so weekday daytime calls are the safest bet.
The same number appears on PetSmart’s help pages for same-day delivery and order questions. Have your order number or Treats Rewards phone number ready before you call.
Who to Contact for Each Issue
| Your issue | Best contact |
|---|---|
| Online order, shipping or refund | 888-839-9638 or the Contact Us form |
| Same-day delivery from petsmart.com | 888-839-9638 |
| DoorDash, Instacart, Uber, Shipt or Skip order | The delivery app |
| Autoship changes | Your PetSmart account, then 888-839-9638 |
| Missing Treats Rewards points | 888-839-9638 |
| Grooming, PetsHotel, Day Camp or training | Your local store |
| In-store return problem | Store manager first |
| Vet visit or bill | The Banfield or vet clinic inside the store |
The Contact Us Form
If your issue isn’t urgent, the form at petsmart.com/account/contact gives you a written record. You choose a topic, add your name, email and phone, and describe what happened.
Topics include Autoship, in-store experience, online orders, pharmacy, grooming, PetsHotel, Day Camp, training, Treats Rewards and veterinary care. You can add an order number and pick the store involved.
We didn’t see a live chat button on the Contact Us page in October 2026. For anything urgent, calling is quicker than waiting for an email reply.
Online Orders and Cancellations
PetSmart says it can’t change or cancel an order once it’s processing. Call quickly if you spot a mistake, but expect to return the item instead if it has already started shipping.
If PetSmart cancels part of an order, you get an email and aren’t charged for those items. Treats points used on canceled items go back to your account within 24 hours.
Orders placed through a delivery app like DoorDash or Instacart are handled by that app. Our delivery guide explains how each option works.
Autoship Changes Without Calling
Most Autoship requests don’t need an agent. In the Autoship tab of your PetSmart account, you can add items, skip an order, change the frequency, update payment or the address, and cancel.
PetSmart emails a reminder before each order. Changes must be made at least 24 hours before the placement date in that email, or the order is charged and shipped.
Canceling the subscription won’t stop an order already placed within 24 hours. Call 888-839-9638 if a change didn’t save or you were charged after canceling.
Returns and Refunds
Most returns don’t need customer service at all. In-store returns with a receipt are handled at the register, and online orders can be returned to a store or shipped back.
Call when a refund hasn’t arrived, an item came damaged, or a store refused a return you think was valid. Have the order number, payment method and purchase date ready.
Our return policy guide covers time limits and receipts. Live fish follow the fish return policy, and lower prices elsewhere fall under the price match policy.
Grooming, PetsHotel and Training
Salons, hotels and training classes keep their own schedules and appointment notes. Your store can see those records, so call it directly and ask for the salon or hotel manager.
For a grooming problem, contact the salon the same day while details are fresh. PetSmart’s services line, 1-888-332-7387, can also help with bookings.
Salon hours are often shorter than store hours, so check PetSmart store hours and holiday hours first. Prices are in our grooming prices and boarding prices guides.
Treats Rewards and Account Help
Missing points, a locked account or a points balance that looks wrong are handled by customer care. Bring the receipt so the agent can find the purchase.
Password resets and email preferences can be changed in your account without calling. Our Treats Rewards guide explains how points are earned and redeemed.
Vet Clinics and PetSmart Charities
Banfield and other vet clinics inside PetSmart stores are separate businesses with their own phone numbers and billing. Contact the clinic for medical records, bills or wellness plans.
Adoption centers in PetSmart stores are run with PetSmart Charities and local rescue groups. Ask the adoption partner about a specific pet, as our adoption guide explains.
How to Escalate a Complaint
Skipping steps often sends you back to the start. Ask for a case or reference number every time you speak with someone.
Keep receipts, order emails, photos and appointment details together. Most complaints that stall do so because something is missing.
Product Recalls
PetSmart posts recalls and product notices on its help center and on petsmartcorporate.com. Check there first if you’re worried about a food or toy you bought.
Stop using a recalled product and follow the return steps in the notice. Call customer care if you can’t find your item listed.
What to Say When You Call
A clear, short summary gets you to a fix faster. Start with what you bought, when, and what went wrong, then say what you’d like PetSmart to do.
- Give your name and the phone number on your Treats account
- Read out the order number or receipt date
- Describe the problem in one or two sentences
- Ask for a refund, replacement or credit
- Note the case number before you hang up
Stay calm and polite even if you’re frustrated. Agents can usually do more for callers who make the request easy to approve.
Getting a Faster Answer
- Call on a weekday morning, when lines are usually quieter
- Have the order number, receipt and payment card ready
- Pick the right channel for the issue before you call
- Write down the agent’s name and the case number
- Use the form for anything that needs photos or a paper trail
Customer Service Questions
What is PetSmart’s customer service number?
Call 888-839-9638. PetSmart’s Contact Us page lists 8am to 10pm EST, 7 days a week.
Does PetSmart have live chat?
We didn’t see a chat option on the Contact Us page in October 2026. Use the phone line or the contact form.
Can corporate book a grooming appointment?
Bookings are made online, at your store or through the services line. Your store has the salon schedule and notes.
How do I complain about a PetSmart store?
Speak with the store manager first. If that doesn’t help, choose In-Store Experience on the Contact Us form and select the store.
How do I stop Autoship?
Open the Autoship tab in your PetSmart account and select Cancel Subscription. Orders placed within 24 hours still ship.
Can I email PetSmart customer service?
PetSmart uses the Contact Us form instead of a public email address. Replies come to the email you enter on the form.
Where is PetSmart’s headquarters?
PetSmart is based in Phoenix, Arizona. Customer questions go through customer care rather than the head office.
Can I cancel an online order?
Only before it starts processing. After that, return the item once it arrives.
