Most Common Questions

Order Status

What is the status of my order?

To check the status of your order, go to Orders. Here’s what you will see: 

Preparing for Shipment: This means we’re currently processing and packing the goodies for your pet. You’ll receive an email to let you know we received your order. When your order ships, we’ll send another email with tracking information. 

Shipped: Your order has left our warehouse. Within 24 to 48 hours, you will also see a link to track your package. 

Delivered: Your order has arrived! Orders are delivered Tuesday through Saturday before 8 to 10 PM.

How do I cancel or change my order?

A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand for essentials, including medication, we’re temporarily not able to change existing orders.

If your order hasn't shipped yet, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and click the "Cancel This Order" link.  

If you need help canceling your order, please send us a message with your order number. We will resolve it as quickly as possible so that your experience is simple and worry-free. If we have already processed your order, we may not be able to cancel it. In that case, we will issue you a refund. We also accept returns within 365 days of purchase. 

How do I request a return or replacement?

Our return policy is simple and worry-free: If you're not 100% unconditionally satisfied with your pet supplies, you can return them within 365 days of purchase. If you would like to request a return or replacement, please send us a message with your order number.

We do not accept returns or exchanges on prescription medications. However, if the medication you received is incorrect or damaged, we will gladly exchange it for you or provide a refund on a case-by-case basis.

Chewy.com does not take title to returned items until the item arrives at our fulfillment center. At our discretion, a refund may be issued without requiring a return. In this situation, Chewy.com does not take title to the refunded item.

Managing Your Autoship

How do I reschedule or delay my Autoship?

Go to Manage Autoship and click on the Autoship you would like to change. To delay your order, click on the white button that says “Skip Shipment.”  

If you want to place your order early, click the orange button that says Order Now” and confirm your selection.

To change how often your Autoship arrives, click the “Change” link in the Frequency section. Select your preferred frequency from the dropdown menu. Updating your frequency will not affect the date of your next order. The frequency of your Autoship orders will change after your next order date. 

To change the date of your next order, click the “Change” link in the Next Order section and select your preferred order date. 

You can change your order date up to 24 hours before your next scheduled order. 

How do I add/remove items on an Autoship?

To add items: go to the product page of the item you'd like to add and click the "Add to Autoship" or "Ship once with next Autoship" button. If you have multiple Autoship orders, you'll be asked to select which one you're adding to! 

 To remove items: go to Manage Autoship and select your Autoship order. For the item you wish to remove, click on "Remove" and confirm you'd like to remove it from your Autoship order. 

How do I cancel my Autoship?

Go to Manage Autoship, select your Autoship, and click the "Cancel This Autoship" button at the bottom of the page. This will cancel all future shipments of your Autoship order. 

How will I know my Autoship is on its way?

We’ll send you a reminder email 3 days before your next scheduled order. You can change your order before it starts processing. We’ll send you another email when your order ships.

How can I change my payment method?

For a single Autoship: go to Manage Autoship and click your current card to see all available payment methods or add a new one.  To add a Gift Card, click on “Add a Gift Card” and choose a Gift Card saved to your account or add a new one.   

For multiple Autoships: go to your Payment Methods, edit an existing card or add a new one, and check the "Update your active Autoships to use this credit card" checkbox.  

How can I change my shipping address?

For a single Autoship: go to Manage Autoship and click your current address to see all available addresses or add a new one.  

 For multiple Autoships: go to your Addresses, edit an existing address or add a new one, and check the "Update your active Autoships to use this address" checkbox. 

When will my payment method be charged?

Your payment method will be charged automatically on the date the order is shipped. You may see a pending charge as soon as we begin to prepare your order. After your order has shipped, the pending charge will disappear 24 to 48 hours after your order has shipped. There's no need to call or update anything online.

Why has the price of an item in my Autoship order changed?

When your next Autoship delivery is coming up, we’ll send you an email reminder that includes the most up-to-date prices for the items in your order. Prices can fluctuate as we stay competitive with other online retailers.

Orders and Payments

How do I make a purchase?

To place an order, make sure you are logged in to your Chewy account or create a new account. 

Next, search for the items you would like to order. Use the search bar at the top of the page to search for products. Or, click “Shop by Pet” to browse different categories. Click on a product to see more details. To add the product to your cart, click on the orange button that says “Add to Cart.”  

After you add something to your cart, you can keep shopping or check out. To check out, click on the orange button that says “Proceed to Checkout.” While you’re shopping, you can always click the cart in the upper right corner of your screen to view your shopping cart or proceed to checkout.  

On the checkout page, add or select your shipping address. At this time, we only ship within the contiguous U.S. Next, add your select your payment method. Before you place your order, review the items in your cart. Any discounts or promotions will be reflected in your Order Total. When you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order. 

When will my payment method be charged?

Your payment method will be charged automatically on the date the order is shipped. As soon as you place your order, you may see a pending charge for the total amount of the order. The pending charge will disappear 24 to 48 hours after your order ships. There's no need to call or update anything online.

Why are there multiple charges on my card?

When you place an order, you will see a pending charge on your payment method for the total cost of your order. The pending charge will disappear within 24 to 48 business hours after your order ships.

We charge your payment method as your items ship. If your items have shipped in more than one box, you may see multiple charges on your payment method:

  • One pending charge for the grand total of your order
  • Separate, final charges for each shipped box

Rest assured, you will only be charged for shipped items.

How do I add a payment method? 

 Go to Payment Methods and click the blue hyperlink that says “Add a new Credit or Debit Card. Fill in the required information exactly as it appears on the card and click the button that says “Save Payment Method.”  

If you’re using an international credit card, please enter your shipping address in the contiguous U.S. into the billing address field and contact us with your true billing address.  

To pay with PayPal, click “Add Your PayPal Account” and you'll be asked to sign in to your PayPal account. After you sign in, you'll be taken back to Chewy.com.  

To pay with a Chewy Gift Card, go to Gift Cards, select “Add a Gift Card,” and enter your Gift Card number and PIN.  

You can also add or select any of the payment methods we accept at checkout. 

Why is my credit card not working?

If you’re having trouble with your credit card, make sure the billing address matches the address on file with your credit card and/or bank. Enter the name and credit card number exactly the way you see it on the card. Before you place your order, add the CVV, a 3-digit code found on the back of your card.

Prescription Items

How do I order my pet's prescription items?

Simply search for the item and add it to your cart. At Checkout, enter your pet and vet information, select your approval method, and place your order.

If you select “I want Chewy to contact my veterinarian” while placing your order, we will contact your veterinarian on your behalf to get approval for your pet’s prescription.

How do I order my pet’s veterinary diet food and treats?

Simply search for the item and add it to your cart. At Checkout, enter your pet and vet information.

Once you place your order, you have the option for Chewy to call your vet for authorization. For even faster service, you can:

Upload an authorization to your Chewy.com account.

-OR-

Email the authorization to vetdiet@chewy.com.

Do I need to have a prescription on hand before I order prescription or veterinary diet items?

It is not required to have a written prescription on hand when you place your order.

If you select “I want Chewy to contact my veterinarian” while placing your order, we will contact your veterinarian on your behalf to get approval for your pet’s prescription.

What is the status of my pharmacy order?

Your pet’s prescriptions are a priority for our pharmacists. Go to Prescriptions to check the status of your order. 

Processing Prescriptions: We are working to get your approval to have your pet’s healthcare item shipped as soon as possible. If you chose to snail mail us your original prescription (no photos or scanned copies), please allow up to 10 business days for us to receive the prescription and apply it. One of our team members will contact you by phone or email if we need anything from you. 

Expired Prescriptions: We no longer have a valid prescription on file. The prescription has either passed the expiration date or has no more refills remaining. Click “Refill Now” to place a new order for the item. Once the order is placed, our team will work to obtain the approval. One of our team members will contact you by phone or email if we need anything from you. 

Active Prescriptions: The prescription we have on file for your pet’s healthcare item is still active. No further action is needed.  

Why hasn’t my pharmacy order shipped?

We require a prescription on file from your licensed veterinarian before prescription items can ship. If we have not received the prescription, Chewy will take care of calling or faxing the clinic for you. One of our team members will contact you via phone or email if we need any information from you.

How will I know when my pharmacy order ships?

Once a prescription is approved, we’ll notify you when the item ships. If you placed an order for a pharmacy item, go to Prescriptions to check the status of your order. We will contact you if we need any information from you. 

Can I order prescription medications with Autoship?

Yes, if you have a valid prescription or remaining refills on file, you can set up an Autoship for your pet's prescription medications.  

If we do not receive a prescription, or if your prescription is expiring soon, one of our team members will reach out to your vet to obtain approval. We will contact you if we need any information from you.  

If I have a written prescription or authorization, how do I send it to Chewy?

It is not necessary to have a written prescription or authorization on hand before you place your order with Chewy. However, if you do have a written prescription or authorization, please follow the steps below.

For veterinary diets, there are two options for sending a written authorization:

Go to Prescriptions in your Chewy.com account and upload your authorization.

-OR-

Email the authorization to vetdiet@chewy.com.

For all other prescription items, prescriptions must be sent by mail to:

Chewy Pharmacy
3621 Fern Valley Rd
Louisville, KY 40219

Remember to include your order number along with the prescription!

I ordered a refrigerated medication for my pet. How will it stay cool?

We use insulated coolers to ship refrigerated medications. These coolers keep your pet’s medication at a safe temperature for up to 72 hours. 

If you order a refrigerated medication over the weekend, it will ship on Monday. We pack your order right before shipping to keep items cool.  

How does Chewy get prescription approval or authorization from my veterinarian?

Both prescription medications and veterinary diet items require approval from your veterinarian. Chewy contacts your veterinarian via phone and fax to get approval.

See all Frequently Asked Questions

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