PetSmart
PetSmart specializes in pet products and offers pet food, toys, grooming supplies, and pet-related services such as grooming and training.
What you need to know about PetSmart
The company responds to most customer complaints in a satisfactory manner.
- PetSmart’s customer service response times can differ depending on the contact method, the volume of inquiries, and the issue at hand.
- To resolve a problem with PetSmart, you can use our insider guide or contact its executive team.
- PetSmart follows standard customer service policies, and here are the frequently asked questions to help you.
How to resolve a problem with PetSmart
Try self-service first
Use our proven resolution methods, or PetSmart’s self-service links below.
Contact an executive
Start with the primary contact below, then escalate step by step if needed.
Get free advocacy help
Contact Elliott Advocacy for free mediation of unresolved complaints.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.
How fast does PetSmart respond?
Phone support
PetSmart customer service phone support response times can vary, with wait times often depending on call volume. Calling during early business hours or mid-week can help reduce wait times. Call customer service at (888) 839-9638.
Email support
PetSmart customer service email support typically takes 1 to 3 business days to respond, though response times can vary depending on the volume of inquiries. Email PetSmart at customercare@petsmart.com.
Live chat
PetSmart’s customer service live chat support offers quicker response times compared to phone or email support. Response times can range from a few seconds to a few minutes, depending on the volume of chats and time of day. For faster assistance, use live chat during off-peak hours, such as early in the morning or mid-week.
Social media
PetSmart customer service support through social media typically responds within a few hours to 1 to 2 business days, depending on the platform and the volume of inquiries. Response times may be faster on platforms such as X or Facebook, where the company is more active. Here's how the reach PetSmart via social media.
Help center/FAQ
PetSmart’s help center and FAQ support typically offer immediate responses, as it provides self-service options and articles addressing common issues. There is no wait time for using the help center, and you can find answers to many questions right away.
Verified contacts
PetSmart customer service executives
Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →
Chief Executive
Ken Hicks
Chief Executive
PetSmart self-service links
PetSmart offers several self-service options, including the help center, frequently asked questions (FAQs), and product guides, all of which are available on the website.
PetSmart customer service policies
PetSmart allows customers to return most items within 60 days for a refund or exchange, as long as the items are in new or unused condition. It does not accept returns on certain products, such as perishable goods. Customers must provide proof of purchase, and specific conditions may apply for pet-related items.
PetSmart loyalty program
PetSmart offers a loyalty program called PetSmart Treats. Members earn points for every purchase, which can be redeemed for discounts, special offers, and other rewards.
Frequently asked questions about PetSmart
Yes, the online contact form is available here.
Call (888) 839-9638 or email customercare@petsmart.com.
Use the store locator on the PetSmart website. Enter your zip code or city and state to find the closest store.
Visit the PetSmart website, browse the products, add items to your cart, and proceed to checkout. Follow the prompts to complete your purchase.
Once your order is shipped, you will receive a confirmation email with a tracking number. Use this number to track your order on the carrier’s website or through your PetSmart account.
Bring the item to a PetSmart store with your receipt, or mail it back using the return label provided in your order. For detailed return procedures, follow the instructions on the PetSmart website.
PetSmart offers a variety of services, including grooming, training, boarding (PetsHotel), day camp, and veterinary services (Banfield Pet Hospital).
Log in to your account, add items to your cart, and apply your points at checkout, or provide your membership information at the store.
Yes, PetSmart offers a price match guarantee. If you find a lower price on an identical item from a competitor, PetSmart will match the price.
Yes, PetSmart welcomes leashed or safely contained pets in its stores. This includes dogs, cats, birds and other small animals.
Outdated info? Report it here
Disclaimer: Contact information is believed reliable but not guaranteed. Executives change contact details frequently. If an email bounces or a number is wrong, report it immediately. Published June 16, 2017. Updated August 7, 2025.