Customer Care at PetSmart: An Expert, Practical Guide

What PetSmart Customer Care Covers (and What It Doesn’t)

PetSmart is the largest specialty pet retailer in North America, founded in 1986 and now operating in 1,660+ stores across the U.S., Canada, and Puerto Rico. Its customer care ecosystem spans in‑store service desks, online support for orders and Treats loyalty, and dedicated teams for grooming, training, and boarding/daycare (PetsHotel) questions. Knowing which channel owns which issue is the fastest way to a solution.

In-store merchandise questions, returns/exchanges, price match requests, and buy-online-pickup-in-store (BOPIS) issues are handled by the local store’s front-end team or manager. Grooming and training concerns are owned by the salon or trainer leaders in that specific store. Online order, Treats points, digital receipts, and website/account issues are handled by PetSmart’s central customer care team at petsmart.com (and petsmart.ca in Canada). PetSmart Charities adoption events are often hosted at stores, but adoptions are processed by partner rescues and shelters; for post-adoption questions, contact the listed rescue first.

How to Reach the Right Team Quickly

For store-specific issues (returns, price match, salon/training appointments, or PetsHotel bookings), contact the store directly. Use the store locator on petsmart.com to find the phone number and hours for your location, then ask for the manager, salon leader, trainer, or PetsHotel desk as appropriate. Most locations operate seven days a week, with hours varying by market and season.

For online orders, Treats rewards, or account support, start at petsmart.com and navigate to Help/Contact Us. You’ll typically find live chat during extended business hours, a contact form for email cases, and links for order status and returns. Canadian customers should use petsmart.ca to ensure pricing and policy accuracy. Keep your order number and the email tied to your Treats account ready; this can reduce back‑and‑forth and cut resolution time.

Information to Have Ready Before You Contact Customer Care

• Order number (from your confirmation email), item SKUs/UPCs if available, and clear photos for damaged/incorrect items.
• Your Treats account details (email or phone number on file) and the date/time of purchase; digital receipts in your online account help verify history.
• For salon/services: pet’s full name as listed on the appointment, appointment date/time, and vaccination documentation if asked (rabies proof is commonly required for dogs and cats per local regulations).
• For in-store issues: store number or address, associate names if noted, and any case numbers already assigned.

Returns, Refunds, and Price Matching: What to Expect

PetSmart’s return process is straightforward when you have a receipt or a digital receipt in your online account. Returns without a receipt are often possible but may require valid ID and are typically refunded to a merchandise card at the store’s discretion. For health and safety reasons, certain categories (e.g., prescription foods, live animals, and opened consumables) have stricter rules or may require manager approval; local laws can also affect live fish and aquatic livestock guarantees.

For price matching, bring a current, verifiable offer to the service desk (screenshot with date/time or a live webpage). Stores generally consider matching PetSmart.com and major eligible competitors on identical items sold and shipped by the retailer (exclusions often include marketplace sellers, limited-time lightning deals, bundles, clearance, and special orders). Price match decisions are completed at the store level, and the manager has final say under corporate guidelines—being specific and polite, and providing complete proof, usually speeds things up.

Support for Services: Grooming, Training, and PetsHotel

Grooming and salon care are best handled with the salon leader in the store where the service occurred. Arrive 10–15 minutes early to review cut notes, coat condition, and any sensitivities. If something isn’t right after the service, return promptly and ask for a recheck; most salons will make it right, and timely feedback helps the stylist correct specifics while details are fresh. For safety, salons do not perform medical procedures; if a skin, ear, or mobility issue is observed, they’ll refer you to a veterinarian.

Training classes (puppy, beginner, intermediate, and specialty) are scheduled and taught in-store. If you need to reschedule or transfer, contact the store’s trainer or leader; flexibility varies by class availability and enrollment. For PetsHotel boarding/day camp, have vaccination records ready in advance. Requirements differ by location and service type (for example, rabies is commonly required for dogs and cats, and Bordetella/DHPP are often required or recommended for boarding/daycare); your local PetsHotel desk can confirm the exact list and any waiting periods after vaccination.

Online Orders, Shipping, and Pickup: Getting Help Fast

For shipped orders from petsmart.com, damaged or missing items are usually resolved fastest by submitting photos of the outer box, packing materials, and product within a reasonable window after delivery. Include the order number and describe whether the damage appears carrier-related or packaging-related; this helps customer care decide whether to reship, refund, or file a carrier claim. For autoship changes, make adjustments before the next processing date shown in your account to avoid unwanted shipments.

Buy Online, Pick Up In Store (BOPIS) and same-day delivery are supported in many ZIP codes. For pickup, bring a photo ID that matches the pickup name; if someone else is picking up, add their name on the order before you go. Stores hold pickup orders for a limited time (check your “Ready for Pickup” email for the hold window). If an item is out of stock at pickup, ask the service desk about substitutions, partial refunds, or re-routing to another store.

Treats Loyalty, Digital Receipts, and Adoption Partnerships

PetSmart’s Treats loyalty program awards points that you can convert into savings at checkout. As of 2024, the program commonly awards 8 points per $1 spent, and 1,000 points can typically be redeemed for $2.50 in savings; verify current terms in your account because promotions and rates can change by market or event. Points usually post after purchase fulfillment; if points don’t appear, contact customer care with your receipt number so they can research and credit eligible activity.

For adoptions facilitated at the store, remember that PetSmart Charities (founded in 1994) partners with local rescues and shelters that complete the actual adoption. The rescue listed on your contract is your primary contact for medical records and post-adoption questions. PetSmart Charities reports more than 10 million pet adoptions since inception, making it one of the largest platforms for connecting people with adoptable pets; visit petsmartcharities.org for resources and local events.

Documentation Habits That Speed Resolutions

• Save receipts (paper or digital) for at least 60 days; for big-ticket items, keep packaging until you confirm the item works for your pet.
• Keep a brief log with dates, names, and case numbers for ongoing issues; attach photos or videos where relevant.
• Match the name, email, and phone on your Treats account to your orders to ensure points post correctly and digital receipts link automatically.

Accessibility, Safety, and Professional Escalation

Stores welcome customers with disabilities; service animals as defined by the ADA are permitted. For everyone’s safety, keep dogs leashed and under control (a sturdy leash under 6 feet is a good standard), and transport cats and small pets in secure carriers. If your pet has special handling needs, tell the salon or PetsHotel desk in advance so they can prepare the right accommodations or advise on alternatives.

If an issue requires escalation, start with the store manager where the purchase or service occurred, present a concise timeline, and propose a specific resolution (refund, exchange, re-service, or credit). If the matter involves online orders or multi-store complexity, ask the manager to note the account and open a corporate case. Provide 1–2 business days for follow-up; if unresolved, recontact customer care with your case number so the next representative sees the history and can move directly to solutions.

Key websites to bookmark: petsmart.com for orders, support, and store information; petsmart.ca for Canadian support; and petsmartcharities.org for adoption-related resources. With the right channel and complete documentation, most PetSmart customer care issues can be resolved quickly and to your satisfaction.