Below is some helpful information for shoppers to know about shopping at PetSmart.

Do shoppers need to ask for tax exemption?

Yes. Shoppers should let the cashier know they have a tax-exempt order and provide the Tax ID # that is listed in the shopper app.

What should shoppers do if an item is in a locked case?

If a shopper locates a requested item within a locked case in the store, they may ask a store associate for assistance in retrieving the item. 

What items are prohibited?

Live animals (including fish) and prescription foods are not eligible for delivery from PetSmart. Live insects such as cricket and mealworms can be delivered from PetSmart. If any of these restricted items are on an order, shoppers can kindly let the member know that those items are not eligible for delivery with Shipt. If the member requests more information, shoppers may politely recommend that they reach out to Shipt Support for further details.
Note: Shoppers should refrain from handling any live animals while in PetSmart. Contact with live animals can potentially pass allergens on to members. 

Click here to view the full list of prohibited items for all Shipt orders. 

Should shoppers use a rewards card at checkout?

Yes, shoppers will use the PetSmart Treats Rewards Program barcode provided in the app when checking out.

Will shoppers need to bag items at checkout?

Shoppers will only need to bag items if a store attendant is unable to assist.

Why am I being asked to scan the receipt barcode at checkout?

During checkout, you may need to submit a transaction number, which is located at the bottom of the store receipt underneath the barcode. 

To enter the transaction number, scan the receipt barcode. If the barcode has trouble scanning, you may manually enter the transaction number in the provided field in the app. Do not include any spaces, dashes, etc. 

   

Can items be returned?

Yes, all items can be returned to the store where they were originally purchased.
Note: PetSmart has the right to accept or refuse returns for any items.

To complete a return for a PetSmart order:

• Present the original receipt and your Shipt card at Customer Support. 
• Write the order number on the receipt and take a picture of it after the store attendant has completed the return.
• Email the picture to support@shipt.com.

What should shoppers do if a member has an issue with their order from PetSmart? 

Politely apologize to the member and suggest that they contact Shipt Support via live chat, support@shipt.com, or (205) 502.2500 to get assistance with the issue — the support team will be happy to help!