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.
PetSmart customer service response times
PetSmart’s customer service response times vary depending on the support channel used, with quicker assistance typically available through self-service options such as the help center. For more personalized support, response times can range from a few minutes to a few business days, depending on the volume of inquiries and the time of contact. However, here’s a general idea of what to expect:
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. |
How to resolve a problem with PetSmart
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
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.PetSmart mailing address
19601 North 27th Avenue
Phoenix, AZ 85027
PetSmart executive customer service contacts
Primary Contact
David Redfield
Chief Operating Officer
19601 North 27th Avenue
Phoenix, AZ 85027
dredfield@petsmart.com
Secondary Contact
Monica Hubbard
Senior Vice President
19601 North 27th Avenue
Phoenix, AZ 85027
mhubbard@petsmart.com
Chief Executive
Ken Hicks
19601 North 27th Avenue
Phoenix, AZ 85027
khicks@petsmart.com
PetSmart customer service policies
What is PetSmart's return policy?
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.
What is PetSmart's privacy policy?
PetSmart collects, uses, and protects customer information as outlined in the privacy policy. The company uses customer data for transaction processing, marketing, and improving customer service. PetSmart gives customers the option to manage data preferences.
What is PetSmart's rights and responsibilities policy?
PetSmart’s rights and responsibilities policy outlines the expectations and obligations for both the company and its customers. PetSmart promises to ensure a safe shopping experience, provides products, and addresses customer inquiries. Customers are responsible for following store policies and for providing accurate information during purchases or returns.
PetSmart self-service links
What self-service options does PetSmart offer?
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.
Can I track my order through PetSmart's self-service?
You can track your order in real time by entering your order number in the tracking section on the Petsmart website.
Does PetSmart have an online contact form?
Yes, the online contact form is available here.
How can I contact PetSmart customer service?
Call (888) 839-9638 or email customercare@petsmart.com.
How can I find a PetSmart store near me?
Use the store locator on the PetSmart website. Enter your zip code or city and state to find the closest store.
How do I place an order online?
Visit the PetSmart website, browse the products, add items to your cart, and proceed to checkout. Follow the prompts to complete your purchase.
How can I track my order?
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.
How do I return an item?
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.
What services does PetSmart offer?
PetSmart offers a variety of services, including grooming, training, boarding (PetsHotel), day camp, and veterinary services (Banfield Pet Hospital).
How do I redeem Treats points?
Log in to your account, add items to your cart, and apply your points at checkout, or provide your membership information at the store.
Does PetSmart price match?
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.
Can I bring my pet to PetSmart?
Yes, PetSmart welcomes leashed or safely contained pets in its stores. This includes dogs, cats, birds and other small animals.
How to get professional help with your PetSmart problem
If you need help with PetSmart, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
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