How can we help?
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 hours you will also see a link to track your package.
Delivered: Your order has arrived! Orders are delivered 7 days a week (depending on local carrier routes) before 10 p.m.
How do I cancel or change my order?
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 cancelling your order, please contact us. We will resolve your issue 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 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 chat, email (service-ca@chewy.com),or call us (1-844-422-4399 ) with your order number. You will not be charged shipping on returned items. Refunds and replacements are issued as products are received into the Chewy fulfillment centre or at the discretion of the Customer Service Team. If the entire order is returned, you will be refunded any shipping charges. All charges will be refunded to the original payment method used for the order. Chewy does not take title to returned items until the item arrives at our fulfillment centre. At our discretion, a refund may be issued without requiring a return. In this situation, Chewy 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 48 hours before your next scheduled order.
How do I add or remove items on an Autoship?
To add items: go to the product page of the item you would 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 payment method to see all available payment methods or add a new one. For multiple Autoships: Go to your Payment Methods, edit your existing payment method or add a new one, and check the "Update your active Autoships to use this payment method" checkbox.
How can I change my shipping address?
Go to Manage Autoship, choose your Autoship with the address you want to update and click your current address to see all available addresses or add a new one.
When will my payment method be charged?
Your payment method will be charged automatically on the date your Autoship order is shipped. We prepare your order 48 hours before your next scheduled order date, and you may see a pending charge as soon as we start preparing your order. 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 process for the items in your order. Prices can fluctuate, as we stay competitive with other online retailers, however, the prices in each order will not increase from what is detailed in the email reminder.
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 various 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 and 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 ready, click the orange button that says, “Place Order.” We’ll send you an email confirming your order.
At this time, we can ship within the Greater Toronto Area.
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 for a single order?
When you place an order, Chewy contacts the bank that issued your card to confirm your account and reserve funds for your purchase. You’ll see a pending charge, also called an authorization charge, in your bank or credit card account. We only charge your payment method when your items ship.
Your bank will reserve the funds in your account until your items ship or the authorization expires. Depending on your bank’s policy, you may see an authorization charge even for a cancelled order. If your items don’t ship, the authorization charge will expire. Some banks may take up to 30 days to remove authorization charges from your account. 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 authorization charge for the grand total of your order
- Separate, final charges for each shipped box
Rest assured; you’ll only be charged for shipped items.
How do I add a payment method?
To pay with a credit or debit card, 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.” You can also add or change any 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. If you’re using an American Express Card, use the four-digit ROI number from the front of the card. Cards with US-based billing addresses cannot be accepted.
Corporate Inquiries
Ask about our company at corporate@chewy.com.
Vendor Requests and Questions
Whether you’re a new or existing vendor, it’s easy to connect with our friendly team members. Please submit your request using our one-stop Vendor Service Portal.
Press Inquiries
Let’s talk! Reach out to our Public Relations team at mediainquiries@chewy.com.
Affiliate Program
Please reach out to affiliates@chewy.com if you are interested in becoming a Chewy Canada Affiliate.
Rescue Program
Help support pets in need as a rescue partner at rescue@chewy.com.