Chewy Return Policy: Meaning & How To Return A Package (+ Track It)

As much as Chewy is very intentional about details, order errors occur. Whether you are a victim or responsible for this error, Chewy boasts a user-friendly return policy for pet owners worldwide. 

You can return pet products and get a full refund or replacement, provided the item is unused and fulfills other requirements. Ultimately, you also need to understand how their return process works. 

This guide explains Chewy’s return policy and the steps you need to take to return an item appropriately. You will also learn how to track such a package. 

What is the Chewy Return Policy?


Chewy’s return policy maintains that customers can return any pet product they are unsatisfied with within 365 days of purchase and get a full refund. It will pay for the shipping and does not necessarily need you to return the item with its original packaging or receipt. 

However, the pet product retailer does not accept returns for prescription medications except if they are incorrect or damaged. In this case, you will get a replacement or a refund. 

Customers who prefer a replacement only need to include it as their resolution option when contacting Chewy. 

Often, you will only get a refund once your return arrives at any Chewy fulfillment center. However, Chewy sometimes issues refunds without requiring a return, at its discretion. 

How to Return a Chewy Package

Source: Chewy

There are 3 ways you can initiate a return process on Chewy. You can either send an email, use live chat, or call their helpline:

Option 1: Sending an email 

To send a return email to Chewy, follow these steps:

  1. Visit the Chewy website or log into the Chewy mobile app 
  2. Scroll to the bottom of the website and click on “Contact Us” on the website or “Email Us” if you are using the app. 
  3. A blank field will appear, requesting your account’s email address. 
  4. Enter the email address linked to your Chewy account and choose a tab from any of the drop-down options:
  • Order status/where is my order?
  • Cancel order
  • Add or remove an item from an order 
  • Issue with an order or a product  
  • Medications and prescriptions
  • Other reason 

Since you are planning to return an order, select “Issue with an order” or “Cancel Order.” You will be asked to provide your order number for the return or refund process. You can find this number on your receipt of the order confirmation email. 

Option 2: Call the Chewy helpline 

This is an option for those who are not tech-savvy. It only requires you to: 

  1. Call the Chewy customer support team at 1-800-672-4399 and explain that you wish to initiate a return. 
  2. You will be asked a few questions and be provided with a RAM number if your order is worth shipping. 
  3. Once Chewy receives your package, it will send a replacement or full refund within 3 to 5 business days. 
  4. Chewy will often politely ask you to donate it to a nearby animal shelter, especially if the product is not worth shipping. 
  5. If you need to ship the package, Chewy will issue you a return merchandise authorization (RMA) number and guide you on how to proceed
  6. Once your package arrives, a replacement or refund will be arranged. Both options should be sorted within 3 to 5 days. 

Option 3: Live chat

While this option may be location-specific if you are outside the U.S., here is how to use it:

  1. Select the live chat button from the customer service options
  2. Narrate your experience to the customer service representative and include essential information like your name, email, and order number.
  3. Wait for the Chewy agent to respond and continue the chat until a resolution is achieved.

How to Check the Status of a Chewy Return


To check the status of a Chewy return is similar to tracking a delivery. Below are the steps you need to take to know the status of your package after you have successfully shipped it to Chewy: 

  1. Visit the Chewy website (do they have an app) and sign in to your account 
  2. Go to the “My Account” section and select “Order History” or “Returns”
  3. Select the specific order you initiated a return for and view the details 
  4. The return status can be any of the following: processing, shipped, or completed. 
  • Processing: means Chewy is preparing to send you a replacement or a refund 
  • Shipped: means your replacement is on its way. You will only see this status when you request a replacement. 
  • Completed: means you have received the replacement or refund. 

Feel free to contact Chewy’s customer support for assistance if you can find any information regarding the status of a return. 

Can You Return Chewy Items to PetSmart?

No, because PetSmart cannot help you process Chewy returns for a refund or replacement.


Is Chewy cheaper than PetSmart?

Pet products are often cheaper on Chewy, especially if you shop online. 

Will you get your money back if you cancel a Chewy order?

Yes, provided the order has not already been processed. You can initiate a return process within 365 days and wait for a full refund if you are eligible. 

Is Chewy only in the U.S.? 

Chewy is primarily based in the U.S. Most international shipping operations to countries like Canada and the U.K. begin from the U.S. warehouse. 

Bottom Line: Chewy Return Policy

Regarding return policy, Chewy is one of the most consumer-centric and excellent pet retailers in the world. This is because it adopts a warm welcome culture towards returns and guarantees a full refund if your claim is genuine within 3 to 5 days. 

You only need to provide your order number, which can be found in the order confirmation email or receipt. In addition, it covers the shipping of returns and may decide you should donate them to a nearby animal house.

You also do not need the original packaging or receipt to return an item.

I hope you found this guide helpful. For further reading, check out how PetSmart DoorDash works

Thanks for reading.