Frequently Asked Questions

Frequently Asked Questions

Here are a few of the questions we get the most. If you don't see what's on your mind, reach out to us anytime on phone, chat, or email.

Support

  • How do I contact customer service?

    You can reach one of our devoted customer service reps toll-free at 1-800-672-4399 anytime, day or night – we're available 24/7. You can also chat or email service@chewy.com, and we'll get right back to you with a response.

  • What are your customer service hours?

    We're available all day every day, 24/7, 365 days a year.

  • Do you charge sales tax?

    We charge sales tax for items shipped to the following states: AL, AR, AZ, CA, CO, CT, DC, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, NE, NJ, NV, NY, OH, OK, PA, RI, SD, TN, TX, UT, VA, VT, WA, and WV.

  • Do you work with shelters and other pet-related organizations?

    We have programs for non-profit organizations and shelters that help support animal welfare. Please give us a call if you'd like to discuss how we can help your organization.

  • What's your Privacy Policy?

    Your privacy is very important to us. Read our Privacy Policy for more details.

Autoship

  • What's Autoship?

    Autoship lets you schedule regular deliveries of your pet supplies, so you never run out of pet food or other essentials like potty pads and treats ever again.

  • How does it work?

    Just add your favorite items to cart, select "Yes" to Autoship at checkout, and set your schedule.

  • Are there any additional savings?

    After your first Autoship discount, you’ll save an extra 5-10% on select brands for all future Autoship orders.

  • How will I know when my Autoship is on its way?

    We'll send an email to remind you of your upcoming Autoship orders.

  • Can I cancel or delay my Autoship?

    You can cancel or delay your Autoship order up to 24 hours before your next scheduled shipment.

  • When will my credit card be charged?

    Your credit card will be charged automatically on the date the order is shipped but you may see a pending charge as soon we begin to prepare your order. There's no need to call or update anything online.

  • Is there a membership fee?

    There's no membership fee, and you can unsubscribe at any time.

  • Can I order prescription medications with Autoship?

    Yes – if you have valid refills on file, you can set up an Autoship for medications.

Shipping

  • How much is shipping?

    Orders over $49 ship free! All other orders ship for a flat rate of $4.95.

  • How long does it take to get my order?

    Orders placed by 4PM (ET) will usually ship the same day, and most customers receive their orders in 1–2 days. Orders that require prescription approval may take longer to ship. 

  • How do I track my order?

    We'll send you emails to update you on the progress of your order, or you can check its progress in the Orders section of your account. You can also give us a call, and we'll be happy to provide tracking information.

  • Who will be delivering my order?

    We ship via FedEx and other premium carriers to provide you with the fastest and most reliable service available.

  • Do I need to be there to sign for it?

    Nope! If you're not home, the driver will leave your package at the door or with your doorman.

  • Do you ship to P.O. boxes, APO/FPO addresses, or international addresses?

    No – at this time we are unable to ship to P.O boxes, APO/FPO addresses, and international addresses. We currently only ship within the contiguous US.

  • What happens if my package gets lost?

    All items purchased from Chewy.com are made pursuant to a shipment contract, meaning that the risk of loss and title for such items pass to you upon our delivery to the carrier.

Payments

  • How do I make a purchase?

    Simply click the "Proceed to Checkout" button in your cart! If you're not logged in, you will be asked to do so.

  • What information do I need to check out?

    Our checkout is easy, fast, and secure. Enter your shipping address and payment method, then place your order!

  • What forms of payment do you accept?

    We accept Visa, MasterCard, American Express, and Discover.

Returns

  • What's your Return Policy?

    Our policy is simple: If you're not 100% unconditionally satisfied with your pet supplies, you can return them.

    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.

  • What do I do if I need to return something?

    Give our friendly customer service team a call at 1-800-672-4399, and we'll provide you with instructions for returning your items. Easy as that!

Prescription Items

  • What prescription items do you sell?

    We sell both prescription food and medications.

  • Is Chewy Pharmacy a licensed Pharmacy?

    Chewy Pharmacy KY, LLC is a pharmacy licensed to dispense prescription drugs and other regulated products in all 50 states.

  • Is Chewy Pharmacy accredited?

    Yes, Chewy Pharmacy has NABP (National Association of Boards of Pharmacy) and LegitScript accreditation.

  • How can I reach Chewy Pharmacy?

    For questions about medications, our pharmacists are available at 1-877-977-3879 and rx@chewy.com

    For questions about prescription food, we’re available 24/7 at 1-800-672-4399 and vetdiet@chewy.com.

  • How do I know which items require a prescription?

    All prescription items are marked with an “Rx” badge next to the item name.

  • How do I order prescription items?

    Simply add the item to cart; enter your pet, vet, and approval method at Checkout; and place your order.

  • Do prescription medications require authorization from my vet?

    Yes, all prescription items require authorization from your vet.

  • How does Chewy get authorization from my vet?

    We can contact your vet on your behalf, or you can send us your pet’s prescription yourself.

  • How will you contact my vet?

    We will contact your vet via fax. If we don't receive a response we will call them. We will make 3 additional attempts to reach your vet. In the event we don't get a response, we will unfortunately need to cancel your order.

  • Can I fax or email my prescription?

    You can fax or email prescriptions for food, but prescriptions for medications must be sent by mail to:

    Chewy Pharmacy
    2815 Watterson Trail
    Louisville, KY 40299

  • How long does it take to process my prescription after the pharmacy receives it by mail?

    Usually, prescriptions are processed by the pharmacy within 24–48 hours after they are received by mail.

  • How can I tell if medications have expired?

    • Check for an expiration date printed by the manufacturer on the bottle or box.
    • Check for an expiration date printed on the pharmacy’s label.
    • Speak with your pharmacist or veterinarian if you have any questions about the safety of the medication. If the validity of any medication is in question for any reason, properly dispose of the product rather than risking the safety of your pet.
  • How do I properly dispose of leftover or expired medication?

    Your veterinary clinic can help you determine the best way to dispose of medications in your area. Many pharmacies and veterinary clinics will accept expired or leftover medications and dispose of them properly for you. More information on proper disposal of unused medicines can be found on the following FDA website: http://www.fda.gov/ForConsumers/ConsumerUpdates/ucm101653.htm

  • Can I set up auto refills for medications that treat a chronic condition?

    Yes — if you have valid refills on file, you can set up an Autoship for medications.

  • Do I have to have an account to order prescription items?

    Yes, you need to have an account on Chewy to place any orders.

  • Do I have to set up a Pet Profile?

    We are required by law to know your pet's medical issues, allergies, weight, breed, and age as it is necessary to ensure safety in dispensing prescription medications for your pet.

  • Who do I contact if my pet has a negative reaction to the medication?

    Please immediately contact your vet if your pet has a negative reaction to the medication.