Chewy Reviews & Complaints

Chewy, Inc. sells pet food, supplies and prescription products online and offers recurring Autoship orders, a paid Chewy+ membership and related pet services. Some products are sent directly by vendor partners, which can affect shipment timing. This ZeroStars page lets customers share positive, neutral or negative experiences using the −5 through +5 scale; 0 is a valid rating.

In a useful review, include the product type, order date, whether the order was a one-time purchase or Autoship, expected versus actual delivery, what support said, and whether you received a refund, replacement or account credit. Avoid posting a prescription, full order number, address or payment information publicly.

Chewy’s U.S. customer-care number is 1-800-672-4399; its site advertises around-the-clock help by phone and chat. Email support is listed as service@chewy.com in Chewy’s gift-card terms. For a specific order, sign in and use Order history so you can identify the item and shipment. For an accessibility problem, Chewy also publishes accessibility@chewy.com. Pharmacy questions have their own contact route below.

Chewy’s U.S. shipping guidance says standard shipping is free when the order subtotal reaches $49 before taxes and discounts; smaller orders have a $4.95 standard shipping charge. Most standard orders arrive within one to three days including processing, but destination, carrier, weather, special handling, prescription verification and items shipped by vendor partners can change delivery timing. Some vendor-partner items arrive separately from other products in the same order. Chewy+ members have a different free-shipping benefit without an order minimum, subject to membership terms.

Track the order from your account and read each shipment’s status. For a lost package or damaged shipment, contact Chewy with the order details and photos when useful. Chewy says it can offer a replacement or refund after confirming a package is lost, depending on the item and availability. If a product is urgently needed for a pet, ask customer care or a veterinarian about the available options instead of assuming an estimated arrival date is guaranteed.

Chewy says most items can be returned within 365 days of purchase with free return shipping. Start in Order history, select the item and choose “Start a return”; review the label, QR code and instructions in the return details. Product-specific restrictions apply, so check the current policy and contact customer care when an item is used, damaged or otherwise unusual. Chewy gift cards cannot be returned after activation. For a prescription item, contact Chewy Pharmacy before attempting a return; the ordinary self-service merchandise return flow does not necessarily apply.

Depending on the order and issue, Chewy may offer a replacement, a refund to the original payment method or account credit. Verify which outcome the return confirmation promises. If you return the entire order, Chewy’s return guidance says paid shipping charges are refunded. A product manufacturer’s warranty, if available, is separate from Chewy’s return policy.

Chewy says a processed refund to a Chewy gift-card balance or Chewy+ rewards generally posts within about 15 minutes; refunds to other payment methods can take up to five business days. This timing starts when the refund is processed, not when you first request a return or put a package in the mail. If Chewy cannot refund the original payment method, its policy may put the amount in your Chewy account balance. Check your return status and refund method before comparing the amount with your bank statement.

You can cancel a one-time order through Order history while it has not started processing for shipment. Once processing begins, Chewy says cancellation is unavailable; check the return options after delivery. If the order has only a pending authorization and is canceled, Chewy says release of that pending charge may take 24 to 48 hours. A posted charge and an authorization hold are different, so check the transaction status with your bank.

Autoship is Chewy’s recurring order program. In Manage Autoship, customers can change eligible items, the next order date, frequency, shipping address or payment method; they can also skip or cancel future shipments. Chewy says it sends a reminder before preparing an order, but changes should be made before processing starts. Canceling the schedule prevents future Autoship shipments and does not automatically undo an order already processing for shipment. Review the next order summary, item availability and current price each time; discount eligibility can vary by product and promotion. Autoship is distinct from the separately paid Chewy+ membership.

As of this review, Chewy advertises a 30-day Chewy+ trial followed by $79 per year. The membership advertises free shipping without an order minimum, 5% rewards on eligible purchases and exclusive offers. Chewy says rewards exclusions include gift cards and pet insurance plans. Chewy+ can renew automatically under its terms; you can cancel from your account or through support. Check the trial end date, annual charge and any conditions on membership-fee refunds. Autoship discounts and Chewy+ rewards can work together on eligible orders, but they are separate programs.

Prescription medicine and veterinary diets require approval from a veterinarian. At checkout Chewy may ask for your pet and veterinarian details and then contact the clinic to verify the prescription. A mailed original paper prescription has special instructions, and Chewy’s pharmacy page gives a separate address for some medications; use the current instructions attached to your order rather than sending prescriptions to corporate headquarters. Pharmacy support is listed at 1-877-977-3879 and rx@chewy.com. Confirm medication availability, approval status and the expected delivery date directly with the pharmacy. Do not use ordinary merchandise refund assumptions for prescription products.

Chewy eGift cards can be added to an account and used for eligible purchases, including some Autoship orders. An activated gift card is not returnable under Chewy’s gift-card terms. Coupons, introductory Autoship savings and promotional eGift cards have individual eligibility and redemption requirements. Check the checkout total and the terms of the particular offer before placing an order. Chewy may place an authorization when you create or change an Autoship order; a bank may display this separately from a final charge.

Chewy is primarily an online pet-products retailer. Its Chewy Vet Care locations are veterinary practices, not general return desks or universal pickup sites for Chewy.com purchases. Follow the order’s shipping or return instructions for your transaction. Chewy, Inc. identifies its corporate base in Plantation, Florida. Vendor partners that ship some products are fulfillment partners; the presence of another seller’s name on a product or shipment should be checked against the Chewy order record before concluding it was a separate marketplace transaction.

Compare pet-shopping experiences with PetSmart reviews or other online retail experiences with Amazon reviews and Walmart reviews. Browse Retail Stores & Shopping and Pet Products And Services. Related links do not imply ownership or affiliation.

Official sources checked September 28, 2026: returns and refund status, shipping details, Autoship changes, Chewy+ membership, Chewy Pharmacy and contact information. Prices, discounts, shipping costs and policies can change; confirm terms at checkout and in your account.

Call 1-800-672-4399 or use the chat and help options on Chewy’s U.S. site. For prescription questions, use the separate pharmacy number, 1-877-977-3879.

Chewy says most items can be returned within 365 days of purchase with free return shipping. Prescription products and activated gift cards require special attention; consult the current policy for the particular item.

After processing, Chewy says gift-card balance and Chewy+ reward refunds usually post within about 15 minutes; other payment-method refunds can take up to five business days. The time to receive and handle a return is separate.

Yes. Autoship schedules and Chewy+ memberships are separate. Cancel or skip a future Autoship in Manage Autoship and manage the Chewy+ membership separately in your account or through customer care.

Chewy says its cancellation option closes once an order starts processing for shipment. Check return eligibility when the item arrives.

Chewy.com orders generally follow online shipping and return instructions. Chewy Vet Care locations provide veterinary services and are not standard return desks for the online store.

No. Chewy currently advertises free standard shipping on U.S. orders with at least a $49 subtotal before tax and discounts. Chewy+ has a separate free-shipping benefit without an order minimum, subject to its terms.