PetSmart LLC is headquartered at 19601 N. 27th Avenue in Phoenix, Arizona. This page provides the PetSmart corporate office address, headquarters phone number, verified Customer Care information, current CEO and ownership details, grooming and store complaint guidance, return information, and separate contacts for PetSmart Charities and Banfield Pet Hospital.
PetSmart Corporate Office Address and Phone Numbers
- Company: PetSmart LLC
- PetSmart Headquarters Address: 19601 N. 27th Avenue, Phoenix, AZ 85027, USA
- PetSmart Corporate Office Main Line: 1-623-580-6100
- PetSmart Customer Care Number: 1-888-839-9638
- Published Customer Care Hours: Monday–Friday, 8:00 a.m.–9:00 p.m. Eastern Time
- President and Chief Executive Officer: Ken Hicks
- Ownership: Privately held and majority controlled by a BC Partners-led investor group, with additional investors
- Customer Help Center: PetSmart Help Center
- Corporate Contact Page: Contact PetSmart
- Store Locator: Find a PetSmart Store
- Careers: PetSmart Careers
- Official Website: petsmart.com
Phone-number clarification: 1-623-580-6100 is PetSmart’s longstanding corporate-office main line. PetSmart’s current corporate contact information directs customers with orders, returns, store feedback, grooming concerns, account problems, or other consumer issues to Customer Care at 1-888-839-9638.
Human resources clarification: PetSmart does not publicly identify a general HR telephone number for applicants, current associates, or former associates. Job applicants should use the official careers portal. Associates should use the internal HR, payroll, benefits, manager, or associate-support contact supplied by PetSmart.
Where Is PetSmart Headquarters?
PetSmart’s home office and corporate headquarters are located at:
PetSmart LLC
19601 N. 27th Avenue
Phoenix, AZ 85027
The Phoenix address is used for PetSmart corporate operations, home-office employment, legal correspondence, executive leadership, and other company functions.
Customers should not automatically send merchandise returns, prescription records, veterinary documents, adoption applications, gift-card information, or time-sensitive consumer disputes to the headquarters address. Use the instructions provided by Customer Care, the store, the grooming salon, the delivery provider, PetSmart Charities, Banfield Pet Hospital, or the applicable terms for the issue.
What Is the PetSmart Corporate Phone Number?
The longstanding PetSmart corporate-office telephone number is 1-623-580-6100.
This number is associated with the Phoenix headquarters and should not be expected to function as a direct line to the CEO, human resources, legal department, payroll, purchasing, a regional manager, or an individual executive.
Consumers seeking help with an order, store purchase, grooming appointment, return, refund, damaged item, Treats Rewards account, gift card, website, app, or local-store experience should normally call Customer Care at 1-888-839-9638.
PetSmart Customer Service Number and Hours
The primary PetSmart Customer Care number is 1-888-839-9638.
PetSmart’s corporate contact page currently lists Customer Care hours as Monday through Friday from 8:00 a.m. to 9:00 p.m. Eastern Time. Online help pages, account tools, order tracking, and store information remain available through PetSmart.com.
Before calling, gather the information connected with the issue:
- Store location or store number
- Online order or transaction number
- Purchase or service date
- Product name and item number
- Grooming, training, boarding, or daycare appointment details
- Receipt or order confirmation
- Return or refund confirmation
- Treats Rewards account email
- Previous Customer Care case number
- The resolution being requested
Do not post these details publicly. Provide them only through an official and appropriately secured PetSmart support route.
Who Is the CEO of PetSmart?
Ken Hicks is President and Chief Executive Officer of PetSmart. He joined the company in 2024 after holding senior retail leadership positions at Academy Sports + Outdoors and Foot Locker.
Other members of PetSmart’s leadership team include executives overseeing legal and corporate affairs, merchandising, marketing, technology, finance, store operations, services, human resources, supply chain, real estate, and Canadian operations.
Erick Goldberg serves as Executive Vice President and Chief Human Resources Officer. His title does not mean that his office is a public contact route for individual job applications, payroll questions, benefit claims, employment verification, or workplace disputes.
Current executive information can be reviewed on the PetSmart leadership page.
Who Owns PetSmart?
PetSmart is a privately held company. It was taken private in 2015 by an investment consortium led by BC Partners.
BC Partners and co-investors, including GIC and members of PetSmart management, retained majority ownership and control of PetSmart’s board when investment funds managed by Apollo made a strategic equity investment in the company.
PetSmart is therefore not currently traded on the Nasdaq or New York Stock Exchange, and consumers cannot purchase public PetSmart shares under its former stock symbol.
Does PetSmart Own Chewy?
No. PetSmart acquired Chewy in 2017, but the companies were subsequently separated.
PetSmart no longer directly or indirectly owns Chewy stock. Chewy is now a separate publicly traded company and competes with PetSmart in online pet food, supplies, pharmacy products, recurring deliveries, and other pet-related retail categories.
The historical relationship can create confusion when consumers search for Chewy complaints, refunds, subscriptions, Autoship orders, or corporate contacts. A Chewy order or account issue should be directed to Chewy rather than PetSmart.
About PetSmart
PetSmart traces its corporate history to the 1980s and operates approximately 1,600 pet retail locations across the United States, Canada, and Puerto Rico.
Its retail assortment includes:
- Dog and cat food
- Pet treats
- Toys and enrichment products
- Beds, crates, carriers, gates, and habitats
- Collars, leashes, harnesses, and clothing
- Aquariums and fish supplies
- Bird, reptile, and small-pet products
- Flea, tick, grooming, and wellness products
- Veterinary-authorized diets and pharmacy products
- PetSmart proprietary brands and national brands
Services vary by location and may include grooming, dog training, PetsHotel boarding, Doggie Day Camp, adoption events, veterinary clinics operated by separate providers, online ordering, in-store pickup, same-day delivery, and recurring Autoship orders.
Common Reasons People Contact PetSmart
- Finding the PetSmart corporate office or headquarters address
- Looking for the PetSmart corporate phone number
- Reporting a poor store or manager interaction
- Escalating a grooming or pet-handling complaint
- Reporting a pet injury or safety concern
- Resolving an online order or delivery problem
- Requesting a return, refund, or exchange
- Reporting a missing, incorrect, damaged, or defective item
- Questioning a price, promotion, coupon, or senior discount
- Recovering a Treats Rewards account
- Questioning missing or forfeited reward points
- Reporting an unauthorized charge or gift-card problem
- Reporting a website or mobile-app failure
- Reporting animal-care or habitat concerns inside a store
- Contacting PetSmart Charities about an adoption or donation
- Finding the correct contact for Banfield Pet Hospital
- Applying for a store, salon, distribution, or home-office job
How to Escalate a PetSmart Complaint
- Start with the location or department involved. For a store, grooming salon, PetsHotel, Doggie Day Camp, or training complaint, request the store leader or appropriate service manager.
- Contact Customer Care. Call 1-888-839-9638 or use the PetSmart Help Center.
- Request a case number. Record the date, time, representative’s name if provided, store location, department, and promised response date.
- Save supporting records. Keep receipts, order confirmations, appointment records, service notes, photographs, product packaging, return tracking, veterinary records, emails, chats, and previous case numbers.
- State the requested resolution. Examples include a refund, replacement, correction, service review, reimbursement consideration, store-management response, account restoration, or written explanation.
- Ask for supervisory review. If the initial representative cannot resolve the issue, request escalation to a Customer Care supervisor, district leader, service team, loss-prevention team, pet-safety team, or another appropriate department.
- Use written correspondence when necessary. Send a concise summary to the Phoenix corporate address and keep a copy and delivery record.
- Protect outside deadlines. Contact the card issuer, delivery platform, consumer agency, veterinarian, insurer, or other responsible party before any applicable deadline expires.
Calling headquarters does not guarantee direct access to an executive or immediate reversal of a local decision. A concise complaint supported by dates, records, and a specific requested resolution is generally more useful than sending a broad complaint without identifying the store, transaction, or service involved.
PetSmart Grooming Complaints and Pet Injuries
Grooming concerns can involve the requested haircut, unexpected charges, service delays, handling instructions, cuts, skin irritation, nail injuries, stress, mobility limitations, or an alleged failure to follow notes about a pet.
If a pet appears injured, seriously distressed, or medically unstable, do not wait for a corporate response before seeking appropriate veterinary care. For a potentially life-threatening problem, contact a veterinarian or emergency veterinary hospital promptly.
For a grooming complaint:
- Ask the salon to stop the service if you believe continuing could place the pet at risk.
- Request the pet and speak with the salon leader or store leader.
- Ask that the incident, grooming notes, instructions, and employee response be preserved.
- Photograph visible concerns when it is safe to do so.
- Obtain veterinary evaluation when appropriate.
- Keep the grooming invoice, appointment record, photographs, veterinary findings, receipts, and medication information.
- Call PetSmart Customer Care and request a case number and service review.
- Submit reimbursement requests and supporting records through the route PetSmart provides.
Do not publicly post unredacted veterinary records, payment information, personal phone numbers, employee schedules, or other private information.
Store Manager and Employee Complaints
For a complaint involving an employee or store manager, identify the location, approximate date and time, department, transaction, and conduct involved.
It is generally unnecessary to publish the full name of a cashier, groomer, trainer, or other local employee in an online review. Describe the person’s role and allow PetSmart to identify the employee using its staffing records.
Ask the store leader for a documented response. If the complaint concerns the store leader, contact Customer Care and request district-level or regional review.
Concerns involving threats, discrimination, accessibility, theft, violence, animal mistreatment, or an immediate safety hazard may require a separate internal or public-agency review depending on the circumstances.
PetSmart Returns, Exchanges and Refunds
PetSmart’s current return policy generally recognizes receipts for 60 days from the date of purchase.
- Products purchased online can often be returned to a store in their original packaging with proof of purchase.
- Services purchased online must be returned or addressed in a store.
- Prescription medications cannot be returned or exchanged.
- Special orders may have additional restrictions.
- Returns without a receipt or after 60 days may receive a merchandise return card based on the most recent sale price.
- A valid receipt may be required for certain electronics, grooming tools, pumps, filters, flea and tick products, supplements, and other specified merchandise valued at $10 or more.
- PetSmart can limit returns regardless of whether a receipt is presented.
For a return by mail, call Customer Care at 1-888-839-9638 to obtain instructions and an authorized shipping label. A return-shipping fee may be deducted, and original shipping or delivery charges may not be refundable.
Review the current PetSmart return policy before returning merchandise because terms and exclusions can change.
PetSmart Online Order, App and Website Complaints
If PetSmart.com or the mobile app is not working:
- Check the order history before placing the same order again.
- Confirm whether a payment authorization or completed charge appears.
- Try signing out and signing back in.
- Try another browser, device, or network.
- Clear outdated browser or app data when appropriate.
- Check the local store’s inventory through the official store page.
- Call Customer Care if the order status remains unclear.
- Save screenshots of errors, prices, promotions, and confirmation pages.
Do not repeatedly resubmit an order without checking for pending payment authorizations. Multiple attempts can create several temporary authorizations even when only one order is completed.
Orders placed through DoorDash, Instacart, Uber, another delivery platform, or a third-party marketplace may be subject to that provider’s support and refund process. Identify which company processed the payment before escalating the complaint.
PetSmart Treats Rewards Complaints
PetSmart’s loyalty program is known as Treats Rewards. Members may contact Customer Care about account access, missing points, duplicate profiles, incorrect purchase history, promotional offers, or mobile-number changes.
Returned merchandise can reduce points earned from the original transaction. Points redeemed toward a returned purchase may also be forfeited under the program rules.
When requesting a correction, provide the receipt or order number securely and ask the representative to confirm which Treats Rewards account received the transaction.
Do not post a Treats account email, mobile number, barcode, password, or verification code in a public review.
PetSmart Product Recalls and Defective Products
PetSmart maintains product-notice and recall information through its corporate website. Recall instructions can vary by product and may include discontinuing use and returning the item to a store for a refund.
For a potentially recalled product:
- Stop using or feeding the product when the recall notice instructs you to do so.
- Keep the packaging, lot number, expiration date, receipt, and photographs.
- Separate the product from other food, medication, animals, or children as appropriate.
- Follow the official manufacturer, PetSmart, or government recall instructions.
- Contact a veterinarian promptly if a pet becomes ill.
Current notices can be reviewed through the PetSmart product notices page.
PetSmart Charities and Adoption Complaints
PetSmart Charities is an affiliated nonprofit organization that works with animal-welfare organizations and supports adoption programs in PetSmart stores.
- PetSmart Charities Phone Number: 1-800-423-7387
- PetSmart Charities Address: 19601 N. 27th Avenue, Phoenix, AZ 85027
- PetSmart Charities Contact Page: Contact PetSmart Charities
Many animals shown at PetSmart adoption centers remain under the care and authority of a local rescue, shelter, or adoption partner. That organization may control the application, approval, fee, veterinary record, return, and post-adoption process.
For a concern involving one specific animal, identify the adoption partner named on the paperwork or display. PetSmart store employees or PetSmart Charities may not have authority to change the partner organization’s adoption decision.
Banfield Pet Hospital Complaints at PetSmart
Many PetSmart stores include a Banfield Pet Hospital, but Banfield is a separate company affiliated with Mars, Incorporated. Banfield has its own customer-service, medical-record, billing, Optimum Wellness Plan, pharmacy, cancellation, and complaint channels.
A veterinary diagnosis, hospital bill, Optimum Wellness Plan, prescription, appointment, medical-record request, or Banfield staff complaint should normally be directed to Banfield rather than PetSmart Customer Care.
Banfield’s official contacts include:
- Optimum Wellness Plan Enrollment: 1-866-277-7387
- Optimum Wellness Plan Billing: 1-866-935-5738
- Plan Cancellation and General Questions: 1-888-649-2716
- Website and Account Support: 1-877-656-7146
- Banfield Contact Page: Contact Banfield Pet Hospital
For a pet medical emergency, contact an appropriate veterinary professional or emergency animal hospital rather than waiting for either company’s corporate complaint process.
Formal PetSmart Dispute Notices
PetSmart’s website terms contain an informal dispute-resolution process for certain disputes governed by those terms.
The terms state that a customer should first attempt to resolve the problem through customer service. For a covered dispute that remains unresolved, the terms describe a written, personally signed notice explaining the nature and basis of the claim and the requested relief.
The published notice route is:
PetSmart LLC
Attn: General Counsel
19601 N. 27th Avenue
Phoenix, AZ 85027
The terms also publish le***@******rt.com for a covered informal dispute notice and describe a 60-day informal resolution period before certain formal proceedings.
This provision may not apply to every store, grooming, boarding, adoption, veterinary, employment, product-liability, or third-party delivery dispute. Review the current PetSmart terms and obtain qualified advice when legal rights, significant damages, injuries, deadlines, or arbitration requirements are involved.
PetSmart Reviews and Complaints
Current visible comments submitted to CorporateOfficeHeadquarters.com describe individual complaints involving the PetSmart app and website, difficulty reaching a live representative, grooming instructions for an older dog, employee conduct involving a veterinary prescription card, a senior grooming discount, long checkout lines, and management response.
One reviewer reported being unable to complete an online pet-food order through either the app or website. Another described an alleged failure to follow grooming notes involving an older dog with mobility needs. Other comments concern treatment at checkout, a grooming discount that allegedly required the customer to appear in person, additional grooming charges, and a manager’s response during a long checkout line.
These reviews reflect individual, unverified accounts. They do not establish that every PetSmart store, employee, groomer, manager, app user, promotion, or customer-service interaction will produce the same result.
When leaving a PetSmart review, consider including:
- The store city and state
- The general product or service involved
- The approximate purchase or appointment date
- Whether the issue involved a store, website, app, delivery provider, salon, hotel, trainer, adoption partner, or veterinary provider
- The support route used
- Whether a case number was issued
- The resolution requested
- Whether the matter was ultimately resolved
Privacy and Pet-Safety Warning
PetSmart complaints can involve payment information, Treats accounts, veterinary records, grooming notes, adoption records, photographs, delivery addresses, and employee information.
- Do not post an order, transaction, account, case, or gift-card number.
- Do not post payment-card or bank-account information.
- Do not post a password or one-time verification code.
- Do not post your home address, private email address, or personal phone number.
- Do not post an unredacted receipt, invoice, veterinary record, prescription, adoption agreement, or medical report.
- Do not publish another customer’s or employee’s private information.
- Do not post photographs that show identification, vehicle plates, home-security details, or private areas of a store.
- Do not delay urgent veterinary care while waiting for a corporate response.
Use official websites and independently verified phone numbers when providing payment, account, pet-health, or identity information. Be cautious with unsolicited messages claiming to offer a PetSmart refund, gift card, job, account recovery, or pet-service reimbursement.
PetSmart Competitors and Related Corporate Offices
PetSmart competes with national pet retailers, online pet-supply companies, mass merchants, farm and outdoor retailers, veterinary providers, independent stores, and local grooming or boarding businesses.
- Petco Corporate Office – A major national competitor offering pet products, grooming, training, veterinary services, and online ordering.
- Chewy Corporate Office – A separate online pet retailer that was previously owned by PetSmart.
- Pet Supplies Plus Corporate Office – A pet retail chain with company-owned and franchised stores.
- Walmart Corporate Office – Competes in pet food, supplies, prescriptions, online ordering, pickup, and delivery.
Consumers may also compare Amazon, Tractor Supply, local independent pet stores, veterinary clinics, grooming salons, boarding facilities, animal shelters, and direct-to-consumer pet brands.
Frequently Asked Questions About PetSmart Corporate Office
Where is PetSmart headquarters?
PetSmart is headquartered at 19601 N. 27th Avenue, Phoenix, AZ 85027.
What is the PetSmart corporate office address?
The PetSmart corporate-office address is 19601 N. 27th Avenue, Phoenix, AZ 85027.
What is the PetSmart corporate phone number?
The longstanding PetSmart corporate-office main line is 1-623-580-6100.
What is the PetSmart customer-service number?
PetSmart Customer Care can be reached at 1-888-839-9638.
What are PetSmart Customer Care hours?
PetSmart’s corporate contact page currently lists Customer Care hours as Monday through Friday from 8:00 a.m. to 9:00 p.m. Eastern Time.
Who is the CEO of PetSmart?
Ken Hicks is the President and Chief Executive Officer of PetSmart.
Who owns PetSmart?
PetSmart is privately held and majority controlled by a BC Partners-led group of investors. Apollo-managed funds also made a strategic investment in the company.
Does PetSmart own Chewy?
No. PetSmart and Chewy were separated, and PetSmart no longer directly or indirectly owns Chewy stock.
Does PetSmart own Banfield Pet Hospital?
No. Banfield Pet Hospital is an affiliate of Mars, Incorporated. Although many Banfield hospitals operate inside PetSmart stores, Banfield has separate management and customer-support contacts.
What is PetSmart’s HR phone number?
PetSmart does not publicly identify a general HR phone number. Applicants should use the official careers portal, and employees should use internal HR or associate-support resources.
How do I complain about a PetSmart store?
Ask for the store leader, document the issue, and call Customer Care at 1-888-839-9638. Request a case number and district-level review when the local response is insufficient.
How do I complain about PetSmart grooming?
Speak with the salon leader or store leader, preserve the grooming notes and receipt, obtain appropriate veterinary care when necessary, and contact Customer Care for a documented service review.
What should I do if my pet was injured during grooming?
Stop the service, retrieve the pet, document the concern, and obtain veterinary attention when appropriate. Contact the store leader and PetSmart Customer Care and preserve all receipts, photographs, service notes, and veterinary findings.
How long do I have to return something to PetSmart?
PetSmart receipts are generally valid for 60 days. Restrictions and exceptions apply, including for prescription medication, special orders, services, and certain product categories.
Can I return an online PetSmart purchase to a store?
Many online purchases can be returned to a PetSmart store with the original packaging and order confirmation. The original payment method may affect how the refund is issued.
How do I contact PetSmart Charities?
PetSmart Charities can be reached at 1-800-423-7387. Specific adoption questions may also need to be directed to the local rescue or shelter responsible for the animal.
Can I send a complaint to PetSmart headquarters?
Yes. General written correspondence can be sent to PetSmart LLC, 19601 N. 27th Avenue, Phoenix, AZ 85027. Include copies rather than original documents and keep proof of delivery.
Should I mail a product return to PetSmart headquarters?
No, not unless PetSmart specifically directs you to do so. Call Customer Care for authorized mail-return instructions or return an eligible item to a store.
Why Trust CorporateOfficeHeadquarters.com?
CorporateOfficeHeadquarters.com provides company addresses, headquarters phone numbers, ownership and leadership details, complaint guidance, related-company resources, and a public forum for consumer reviews.
Corporate ownership, executives, telephone numbers, support hours, store locations, service policies, adoption relationships, return rules, and dispute procedures can change. Verify important information directly with PetSmart, PetSmart Charities, Banfield Pet Hospital, the applicable adoption partner, delivery provider, or other responsible organization before acting.
Page Update Note
This PetSmart corporate-office page was updated on July 23, 2026 to verify the Phoenix headquarters address and Customer Care number, qualify the longstanding corporate main line, add current Customer Care hours, confirm Ken Hicks as CEO, explain the BC Partners-led ownership structure and Apollo investment, clarify that Chewy is no longer owned by PetSmart, distinguish Banfield Pet Hospital and PetSmart Charities contacts, add grooming and pet-safety complaint guidance, explain current return terms and formal dispute procedures, summarize visible review themes, recommend privacy cleanup, preserve the original image, and add relevant competitor links.
Disclaimer
CorporateOfficeHeadquarters.com is not affiliated with, endorsed by, or sponsored by PetSmart LLC, BC Partners, Apollo Global Management, GIC, Chewy, PetSmart Charities, Banfield Pet Hospital, Mars, Incorporated, any PetSmart store, any adoption organization, delivery provider, veterinarian, groomer, employee, or investor.
This page is provided for informational, corporate-contact, complaint, and review purposes only. It does not provide veterinary, medical, legal, employment, financial, animal-welfare, or consumer-rights advice. Addresses, phone numbers, executives, ownership, store locations, support hours, return terms, grooming policies, adoption procedures, dispute terms, and service availability may change. Verify important information through the appropriate official source.
Share Your PetSmart Experience
Have you contacted PetSmart about its corporate office, a store manager, online order, app problem, return, refund, damaged product, Treats Rewards account, grooming service, pet injury, training class, PetsHotel, Doggie Day Camp, adoption event, or unresolved complaint? Share your experience below and explain which store, department, or support route you used and whether the issue was resolved.
Privacy warning: Do not post your order number, case number, account information, payment details, gift-card number, password, verification code, home address, personal phone number, private email address, veterinary records, prescription information, adoption records, employee personal information, unredacted receipts, or other private identifying information in a public review.