Head Office
Chewy, Inc
1855 Griffin Road
Dania Beach, Florida 33004
United States
Customer Service
Phone: 1-800-672-4399
Email: service@chewy.com
Email: vendor@chewy.com (for vendors)
Email: corporate@chewy.com (corporate queries)
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About Chewy
Chewy is a pet food store chain in the US that was founded by Ryan Cohen and Michael Day in 2011. Chewy operates as part of PetSmart, a Phoenix-based retail chain with more than 1,500 locations. The company is headquartered at Dania Beach, Florida, and employs close to 10,000 professionals. The Chewy catalog currently boasts of more than 1,600 brands. Orders are processed from it’s fulfillment centers located at Arizona, Florida, Indiana, Nevada, Pennsylvania; and Texas.
The online destination for pet owners retails food and supplies for dogs, cats, fishes, birds, small pets, and reptiles. Customers can shop by category, brand or keyword. Some of the popular brands listed include Blue Buffalo, Stella & Chewy’s, Pro Plan, Royal Canin, Halo, Nutro, Instinct, Taste of the Wild, Natural Balance, Hills and Merrick.
As for product categories, you can find dry food, wet food, dental/hard chews, biscuits/crunchy treats, raw food, food toppings, pellets, among others. On the website, you can filter products by brand, product type, health feature and rating. Besides food, pet owners can shop for clothing, cages, toys, beds, carriers, aquariums, decor/accessories, and cleaning/maintenance items.
There is a Pharmacy section if you need medications for allergy relief, pain relief and heartworm prevention. Note that some items will require prescription approval before shipping. All prescription items are marked with an ‘Rx’ badge. Chewy Pharmacy has National Association of Boards of Pharmacy (NABP) accreditation.
On each product page, customers will find a detailed description, along with ingredients and instructions for use. The FAQ tab under the product page answers some of the frequently asked questions. Some product pages might even carry videos along with images. Do read the review section at the bottom to know what other buyers had to say on the product. Love discounts? There is a Deals section on the Chewy website that lists some of the trending offers on food and treats.
Purchases on Chewy can be made using Visa, MasterCard, American Express, and Discover cards. All orders over $49 ship for free. Most orders will be shipped in 1-2 working days. You can track the status of your order by signing into your account. Chewy ships most orders via FedEx and other reliable carriers. Regular Chewy users can sign up for Autoship to have an item automatically shipped at a pre-set date and time. Autoship users also enjoy extra savings.
If not satisfied with the product, you can return same for full refund. The return policy does not include exchanges on prescription medications. For complaints or queries on payment, cancellation, refund, career, or others, reach the Chewy support.
Chewy used to offer 29 lb boxes of Arm & Hammer Multi-Cat Fragrance-Free cat litter or Super Scoop Fragrance-Free cat litter, but for a while now the 29 lb boxes are no longer offered. When I buy the 40 lb boxes, the delivery service people have difficulty placing them gently on my wooden porch so as not to break my porch – and I have difficulty, as a sr citizen, lifting the 40 lb boxes. Today the delivery person placed one box on my porch in a way that my whole living room vibrated from the heavy drop. And the second box was left at the bottom of my porch steps, causing me to lift it and carry it up the 6 steps myself. My solution has been to cut open previously-used now-empty 29-lb boxes, cut open the full 40-lb boxes, and transfer about 20 lbs of litter from full to empty box -using a bottle to make the transfer, little-by-little, while kneeling by the boxes set on the ground or porch. It’s really inconvenient, but at least my back doesn’t get damaged. (I go to Physical Therapy 2x a week for my back!)
Today I called Chewy and asked why the litter is no longer available in 29-lb boxes. The rep said it had to do with the manufacturer and nothing could be done about it. Then I called Arm & Hammer. That rep said Arm & Hammer makes the 29-lb boxes, so it’s up to Chewy to offer that. That rep also told me to go to Walmart’s website to buy the litter there. They had it. And that is what I did. In fact, Walmart had Super Scoop Fragrance-Free litter in 20-lb boxes and although it’s more expensive that way than getting 40-lb boxes, I ordered them.
I’m willing to bet there are lots of others who are like me, wanting 20- or 29-lb Arm & Hammer litter rather than 40-lb boxes. Can you make them options, please, so I can remain loyal to Chewy – and not break my deliverer’s or my own back? Thanks!
My dog Dexter’s birthday was on February 20. I placed an order with Chewy 2 days before for food and a toy for him. Didn’t think it was going to arrive for his big day. I was unable to physically shop for his gift but I hoped for the best. Well the box arrived on his birthday! I sent a quick email to customer service thanking them for making this happen. Imagine our surprise when, a few days later, Dexter received a package in the mail with a birthday gift! I’m so grateful for a wonderful company like Chewy!
Thank you!
For Jordan P. in Customer Service
Losing Boo, our black miniature long-haired Dachshund has been very hard. We are in our eighty’s and she was such a comfort to us for sixteen years! Your kindness has been so much appreciated with the letter and bouquet of flowers.
FYI, the order for my next-door neighbor Pam was received today and all the items are included but the Chewy box looks like it went through a CHEWER! The 2 Hartz Delectables boxes were nearly completely detroyed and the large Chewy box was torn open and had been resealed. Everything was there and salvageable but just wanted to let you know as an FYI. Thanks so much for all you guys do. You do it SO well! Happy New Year!
I’m not a real big pet lover but I do have a cat that keeps me company. I placed my first order with chewy this week. The order arrived blazing fast. The next day. I had a cheap damaged toy and one of the treats items shipped the incorrect quantity. Everything else I ordered was good. I called and they actually answered the phone which was already a huge relief. I explained the problems and I was given multiple options how I wanted to resolve. I just wanted what I ordered. Before I could finish explaining she had the replacements ordered. I asked about what proof they needed, pictures? Returns? Anything. They didn’t want anything. She suggested donating or if no good throw away. I had everything on my porch the next day. No questions asked. Things go wrong when making purchases unfortunately. How a company handles the resolution is what is important to me. I’m not impressed very easily because my expectations are high. However, I was impressed with Chewy. Thank you.
I spoke with Kimberly regarding an order for Revolution for both my cats and my dog. I believe the problem is mites (not fleas) and I am anxious to get the order because the animals are very uncomfortable.
Kimberly was so knowledgeable and thorough. She made sure everything was in order and told me they would ship tomorrow. I was very impressed with her in that she made sure my vet had verified order and everything was good to go. I REALLY love Chewy (as do my animals).
Losing my big beautiful Bouvier-Rufus was devastating. You showed me such kindness and compassion .
Today I received a stunning floral arrangement from you. It brought tears to my eyes.
Thank you for being part of my family and remembering Rufus.
Just got off the phone with a Chewy.com representative by the name of Deloris out of I believe , Dallas TX ( maybe Houston?) Wow, is the word that comes to mind. She was so amazingly helpful in assisting me with a return. Because of this , I will be a forever customer and will always put in a good word to friends/ pet owners in need of supplies from your wonderful store. I am also in the customer service industry and had to let you know that you have a gem of a person working for you. I thanked Deloris over the phone but honest to goodness felt the need to reach out and let it be known that you have a true blue good person representing your company. Just had to give credit where credit was due. Thanks again Deloris and thank you Chewy.com for being a company with integrity and overall fantastic customer service which you don’t see too often these days. Keep doing what your doing!! I’ll be back!!
Joe Bonfield
Our cat Bosco, who was 17 years old, passed this Monday afternoon. It has really shaken our world up. Yesterday afternoon we received the flowers and card you sent. You have no idea how this brightened our day. That was very thoughtful of you and your company, and It really surprised us. A company as big as Chewy could care enough about our loss, to send flowers and kind words.. Bosco was always at the front door when the truck driver delivered his litter, food, and most of all, his treats.
. Other than the treats, he enjoyed the boxes the most. It is going to take us some time to get over the loss of our fur baby. I am sure we will be contacting you in the future as we are pet lovers. You and your company have a warm and caring heart and we really appreciate your gesture. With all that is going on in this country today, you took the time and effort to think about our loss. Thanks ever so much. Bob and Dodie
Order #72683972 Ordered 28 May 2020 Paid 28 May 2020. An email was send that the parcel got lost in transit and the Delivery will be on Mon, 29 Jun 2020 before 17h00. This parcel was delivered on 30 June 2020. We received an update on ref: MRRN-57ef-6d7d the parcel is lost and will be replaced. I have received the parcel
Where do I start! I just want you to know how much we love your company. Example when I order I always include a toy for my dog Griffin he gets so excited when package arrives he ready to rip it open keep in mind he only weighs 8lbs. Your company has proven many times how muchyou care for your costumers . Thank you for your caring heart and know.that we appreciate you. Joanne and Griffin
I’m ready to place my order. You state 30% pff on your first order and Auto Ship and also $20 off. I’m buying around $165 worth oh merchandise and receiving only $20 off. 30% of $165 I believe is like $49 off. Am I miscalculating. Please advise
Thank you.