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PetSmart FAQ

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.

Petsmart.com 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.

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 petsmart.com 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.

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

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.

What is the Policy About International Shipping?

Petsmart.com 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.