Frequently Asked Questions
You got questions? We got answers!
How do I contact customer service?
Mosey on over to the Contact Information page. It has all the details!
What are your customer service hours?
Our agents of awesomeness are available 24 hours a day, 7 days a week.
How much is shipping?
Simple! Orders of $49 and over are FREE! Orders under $49 are a flat rate of only $4.95. For details, take a look at our Shipping Policy.
You need to feed your pets regularly (don't forget)! Instead of having to drive to the store every couple of weeks, we make setting up auto-delivery easy as 1-2-3! You set the timeframe and quantities. You can pause, cancel, or change any part of your schedule. There's no charge to set up Autoship and we never, ever charge a membership fee.
How long does it take to get my order?
You shouldn't have to wait to get your order! Orders placed by 4PM EST will usually ship the same day, and most customers receive their orders within 1-2 days.
Can I track the status of my order?
But of course! Simply go to Your Account to get the latest on your order status. Of course you can also call us and we'll check it for you! We'd love to hear from you.
Who will be delivering my order?
We don't skimp on shipping. We ship via FedEx, LaserShip, 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 it at your door or with your door man.
Do you ship to P.O. boxes?
Sorry, at this time, we don't ship to P.O. boxes.
Do you charge sales tax?
We charge sales tax for items shipped to destinations in the following states: Alabama*, Arizona, Arkansas, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington and West Virginia.
Do you ship internationally?
Not yet! At this time we only ship within the contiguous US.
Do you work with shelters and other pet-related organizations?
Yes, of course! We have programs for non-profit organizations and shelters that help support animal welfare. Give us a call if you'd like to discuss how we could help your organization.
What is your Return Policy?
We want you happy so it's the best in the business. Read our Return Policy.
*Chewy collects the simplified sellers use tax (“SSUT”) on sales to Alabama customers for remittance to the Alabama Department of Revenue. Chewy’s program account number is SSU-R010020012.