PetSmart Store Policies Detailed Guide 2026
PetSmart’s policies are friendlier than most big retailers, but a few have short deadlines. Live pets get 14 days, prescriptions can’t come back at all, and coupons follow stricter rules than people expect.
Here’s every policy in one place, with links to the full guides.
| Policy | In short |
|---|---|
| Returns | 60 days with a receipt |
| Live pets and fish | 14-day guarantee |
| Price match | Identical, in-stock items from direct sellers |
| Coupons | Paper competitor coupons accepted, digital ones aren’t |
| Pets in store | Leashed or safely confined, and vaccinated |
| Gift cards | Can’t be cashed out or replaced if lost |
Returning Products
Bring the item in its original packaging and in new or salable condition to any store. With a receipt you have 60 days, and the refund goes back the way you paid.
Without a receipt, or after 60 days, bring the item and a valid ID. You’ll get a merchandise return card for the item’s most recent sale price.
Some products always need a receipt once they’re worth $10 or more.
- Electronic collars, fencing and training devices
- Grooming tools
- Aquarium filters and pumps
- Non-prescription medication and vitamins
- ThunderShirts and calming products
- All flea and tick products
Prescription medication can’t be returned or exchanged at all. Special orders can’t go back in store either, so check sizes before ordering.
Returns also cost you any Treats Rewards points earned on that purchase. Points you redeemed toward the item are forfeited too.
Our PetSmart return policy guide covers online orders, refunds by payment type and mail returns.
The 14-Day Live Pet Guarantee
Fish, small animals, reptiles and birds all fall under PetSmart’s Vet Assured guarantee. If a pet becomes ill in the first 14 days, or you’re unhappy for any reason, PetSmart will replace it or refund the price.
Keep the receipt and take the pet back to the store where you bought it. For fish, bring a cup of tank water so staff can test it.
This is the deadline that catches people most. Shoppers assume the 60-day window covers everything, then find out on day 20 that it doesn’t.
Our fish return policy guide walks through the process step by step.
Price Matching
If you find an identical, in-stock item for less at a competitor, PetSmart will match it. That covers direct sellers in pet specialty, grocery, pharmacy and big-box retail, both in store and on their official websites.
PetSmart also matches its own website price when you buy in store. You’ll need proof of the lower price, such as a receipt, an ad or the product page on your phone.
| Matched | Not matched |
|---|---|
| Competitor store prices | Marketplace sellers like eBay or Amazon Marketplace |
| Competitor website prices | Auction, reseller and price comparison sites |
| PetSmart.com prices, in store | Clearance, liquidation and closeout prices |
| Active, valid prices | Buy one get one, free-with-purchase and rebate deals |
Pets and services are never price matched. Details are in our price match policy guide.
Coupons
PetSmart is more generous with coupons than many people realize. Stores accept paper competitor coupons for the exact same item, as long as they have a barcode.
One coupon is allowed per purchase unless the coupon says otherwise, and it can’t be worth more than the item. Coupons can’t be exchanged for cash, credit or gift cards.
Online, promo codes go in the cart one at a time, and adding a second code can cancel the first. Our PetSmart coupons and deals guide lists the current offers.
Bringing Pets Into the Store
PetSmart welcomes more than dogs. Pets can come in if they’re leashed or safely confined and vaccinated as appropriate for their species.
Animals PetSmart doesn’t sell or support count as non-traditional and aren’t allowed, unless they’re ADA service animals. A pet with an appointment at the in-store vet hospital is also an exception.
Pets visiting the vet hospital must stay in a crate or fastened carrier until they’re inside the exam room. PetSmart can turn away any pet for safety reasons.
For tips on visiting with a dog, see our guide to bringing your dog inside PetSmart.
Paying at PetSmart
Online, PetSmart takes Visa, Mastercard, American Express, Discover, PayPal and gift cards. Afterpay lets you split eligible orders into installments.
It doesn’t accept cash on delivery, layaway or merchandise return cards online. Autoship orders can’t be paid with a gift card.
In-store payment options, including phone wallets, are covered in our PetSmart Apple Pay guide.
Gift Cards
PetSmart gift cards work in stores and online, and you can use up to five on one online order. Cards without a PIN only work in stores.
Gift cards can’t be refunded or swapped for cash unless state law requires it. PetSmart also can’t replace a lost or stolen card, so treat them like cash.
See our PetSmart gift card guide for balance checks and where to buy them.
Online Orders, Damage and Mail Returns
Anything bought on petsmart.com or the app can go back to a store for free with the order confirmation. Bring the card you paid with, or the refund comes as a merchandise return card.
To return by mail, call customer care at 1-888-839-9638 for a return label. A return shipping fee comes out of your refund, and exchanges aren’t available by mail.
If an online order arrives damaged or faulty, call customer care within 30 days of delivery. Have the order number and product number from your confirmation email ready.
Orders placed through a delivery app like DoorDash work differently. For damage, contact that app’s support rather than PetSmart.
Autoship Discounts
Autoship sends repeat orders of food, litter and other basics on a schedule you choose. You need a PetSmart account, and you should be signed in to Treats Rewards to get the discount.
| Order | Typical discount |
|---|---|
| First Autoship order | 35% off, up to $20 in savings |
| Every recurring order | 5% off qualifying items |
The first-order discount is a one-time perk, so canceling and re-enrolling won’t bring it back. Autoship discounts usually can’t be combined with other offers.
Grooming and Boarding Rules
Every pet needs current vaccines before a service. Grooming requires rabies at minimum, and boarding needs more shots.
| Service | Dogs | Cats |
|---|---|---|
| Grooming | Rabies | Rabies |
| PetsHotel boarding | Rabies, DHPP and Bordetella | Rabies and FVRCP |
Shots must be given at least an hour before the appointment or check-in. Stylists check each pet’s skin, coat and ears before starting, and matted or unsafe pets may be turned away.
Prices and booking tips are in our grooming prices guide and boarding prices guide.
Sales Tax and Tax-Exempt Buyers
Gift cards are sold tax-free, but anything you buy with one is taxed as normal. Treats points aren’t earned on the tax portion of an order.
Rescues, shelters and other nonprofits can shop tax-free with valid proof of exempt status. PetSmart stopped accepting resale certificates in July 2021, and exempt purchases must be paid with the organization’s own funds.
To set up a tax-exempt online account, create a petsmart.com account first. Then email your exemption certificate and organization details to PetSmart’s tax-exempt team for approval.
Adoptions
PetSmart doesn’t own the pets in its adoption centers. Local shelters and rescues run them with support from PetSmart Charities, and each group sets its own fees and screening.
That’s why requirements change from store to store. Our PetSmart adoption guide explains what to expect.
Hours, Pickup and Delivery
Most stores open 9 a.m. to 9 p.m. Monday through Saturday and 10 a.m. to 7 p.m. on Sunday. They close only on Thanksgiving and Christmas Day.
Same-day delivery, in-store pickup and delivery app orders can only be returned in store. See our store hours, holiday hours and delivery fees guides for details.
Store Policy Questions
Do PetSmart policies vary by store?
Returns, price matching and coupons are set nationally. Hours, services and adoption rules can differ, so call your store if it matters.
Can PetSmart refuse a return?
Yes, PetSmart reserves the right to limit returns, even with a receipt. Frequent returns are the usual reason.
Can I use a coupon and get a price match on the same item?
Coupons may not combine with other offers, so ask at the register before you check out. Usually you’ll be asked to pick the better deal.
Who do I contact about a policy question?
PetSmart customer care is at 1-888-839-9638. Our customer service guide lists other ways to reach them.
