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 to 48 hours, you will also see a link to track your package.
Delivered:Your order has arrived! Orders are delivered 7 days a week before 10 p.m.
How do I cancel or change my order?
A message about current events: Our teams are focused on serving as many pet parents as possible, and due to high demand for essentials, including medication, we’re temporarily not able to change existing orders.
If your order hasn't shipped yet, you can cancel it from your account. Go toOrders, click on the order you want to cancel, and click the "Cancel This Order" link.
If you need help canceling your order,please send us a message with your order number. We will resolve it 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 also accept returns within 365 days of purchase.
How long does it take to get my order?
Most customers can expect to receive their food and supplies within 1 to 3 days. Orders that require prescription approval or personalization may take longer to ship.
How much is shipping?
Orders over $49 ship free! All other orders ship for a flat rate of $4.95.
Who will be delivering my order?
We ship via FedEx 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 your package at the door or with your doorman.
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 different 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.At this time, we only ship within the contiguous U.S. Next,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 you’re ready, click the orange button that says “Place Order.” We’ll send you an email confirming your order.
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 chargefor 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 canceled 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.” If you’re using an international credit card, please enter your shipping address in the contiguous U.S. into the billing address field and contact us with your true billing address.
To pay with PayPal, click “Add Your PayPal Account” and you'll be asked to sign in to your PayPal account. After you sign in, you'll be taken back to Chewy.com.
To pay with Apple Pay, visit Wallet & Apple Pay in the settings on your iPhone, iPad or Mac and follow the instructions to set up Apple Pay. After Apple Pay is set up on your device, it will be available as a payment method at Checkout.
To pay with a Chewy Gift Card, go to Gift Cards, select “Add a Gift Card,” and enter your Gift Card number and PIN.
You can also add or change any of the payment methods we accept at Checkout.
