PetSmart Support Center

Find PetSmart helps, faqs and knowledge base quickly

What If I Received the Damaged Or Defective Items?


If you receive a damaged or defective product, contact a Customer Care Representative within 30 days of delivery at (888) 839-9638. Please be prepared to supply the order number and product number from your original confirmation e-mail, as well as your e-mail address and phone number. will make every reasonable effort to assist you with your return and will cover all return shipping charges. If you do not contact Customer Care, you are responsible for the return shipping charges.

If there is extensive damage to the carton upon delivery, contact a Customer Care Representative immediately at (888) 839-9638. Please have your order number accessible.

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How About the International Payment Information?


Important Payment Information:

  • Credit cards are not charged until order products are shipped.
  • Some debit and bank check cards may reflect deduction of funds immediately upon order. This is an authorization only. Funds will be collected by upon shipment of products.
  • For your security, your billing name and address must match that of the credit card used for payment. We reserve the right to cancel any order that does not match these criteria.

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What Payment Options Does Petsmart Accept?


Petsmart accepts all major forms of credit cards, as well as several other forms of payment:

  • American Express
  • Discover
  • MasterCard
  • Visa
  • PayPal
  • Gift Card

Petsmart does not accept the following forms of payment:

  • CODs
  • Layaway plans

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What About the Estimated Delivery Date From Petsmart?


For many products, PetSmart calculates Estimated Delivery Dates to help you determine when products are expected to arrive. An Estimated Delivery Date is a calculation of several factors including product availability, allocation time in PetSmart fulfillment center, shipping method and destination.

Please note: Estimated Delivery Dates are estimates only and are not guaranteed.

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What is the Policy About International Shipping?

Updated: currently does not ship orders to international addresses.

The only exception is Military APO/FPO addresses. Orders placed with an APO or FPO mailing address are shipped via U.S. Postal Service, but some restrictions apply. Delivery is expected within 3-8 business days.

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Also, you can visit PetSmart Official Website to get more helps, faqs and knowledge base.

About PetSmart

PetSmart, Inc. is the largest specialty pet retailer of services and solutions for the lifetime needs of pets. At PetSmart, we love pets, and we believe pets make us better people. Every day with every connection, PetSmart’s passionate associates help bring pet parents closer to their pets so they can live more fulfilled lives. This vision impacts everything we do for our customers, the way we support our associates, and how we give back to our communities.

PetSmart, together with non-profits PetSmart Charities® and PetSmart Charities™ of Canada, invite more than 3,000 animal welfare organizations to bring adoptable pets into stores so they have the best chance possible of finding a forever home. Through this in-store adoption program and other signature events, PetSmart has facilitated more than 7.3 million adoptions – more than any other brick-and-mortar organization.