How to Get a Refund from Chewy
Step-by-step guide to getting your money back from Chewy
Quick Answer: Chewy Refund Policy
- Refund Window
- 365 days
- Refund Method
- Original payment method
- Key Condition
- Must contact support first
Chewy Refund Policy
About Chewy Charges
Chewy, Inc. is America's leading online pet retailer, selling pet food, treats, toys, medications, and supplies. Charges from Chewy appear on your bank statement as "CHEWY.COM," "CHEWY INC," or "CHEWY.COM/PET." Common charges include one-time purchases, Autoship recurring orders, pet pharmacy prescriptions, and Chewy gift card purchases.
Unexpected charges often come from Autoship orders you may have forgotten about. Chewy's Autoship program automatically ships products on a recurring schedule, which can lead to surprise charges if not managed.
Chewy Refund Policy
Chewy has one of the most generous return policies in online retail:
- 365-day return window: Most items can be returned within 365 days of purchase
- No return shipping required: Chewy often tells customers to donate unwanted items to a local shelter instead of returning them
- Prescription items: Pharmacy items cannot be returned due to regulations
- Personalized items: Custom items are generally non-returnable
- Autoship orders: Can be canceled or modified anytime before processing
How to Contact Chewy Support
- Phone: 1-800-672-4399 (24/7)
- Email: service@chewy.com
- Live chat: Available at chewy.com
- Social: @Chewy on Twitter/X, Facebook
Step-by-Step: How to Get a Chewy Refund
- Log into your account: Go to chewy.com and navigate to your order history.
- Contact Chewy support: Call 1-800-672-4399 or use live chat. Chewy's support is known for being exceptionally helpful.
- Explain the issue: Whether it's a damaged item, wrong product, or your pet didn't like it, Chewy is very accommodating.
- Receive refund: Chewy typically issues refunds immediately and often doesn't require you to return the item.
- Cancel Autoship if needed: Go to Account → Autoship → manage or cancel upcoming orders.
What to Do If Your Refund Is Denied
Chewy rarely denies refund requests, but if it happens:
- Escalate to a supervisor: Ask to speak with a manager on your next call
- File a bank chargeback: Contact your bank or credit card company to dispute the charge
- BBB complaint: File at bbb.org
- Social media: Reach out on Twitter or Facebook — Chewy actively monitors social channels
- FTC complaint: File at reportfraud.ftc.gov for deceptive practices
Official refund policy
View Chewy's full refund policyHow to Get a Refund from Chewy: Step-by-Step
Follow these steps in order to maximize your chances of getting your money back.
- 1
Log in to your account
Visit Chewy's website and sign in to the account used for the purchase you want to refund.
- 2
Find your order
Navigate to your order history or "My Orders" section. Locate the specific item or order you wish to return or get a refund for.
- 3
Submit a refund request
Look for a "Return", "Refund", or "Help" option next to your order. Fill out the refund request form with the reason for your return.
- 4
If denied, contact support directly
If your online request is rejected, reach out to Chewy support at service@chewy.com or call 1-800-672-4399. Explain your situation and ask for escalation to a supervisor.
- 5
File a chargeback with your bank
If Chewy refuses a valid refund, contact your bank or credit card issuer to dispute the charge. You have up to 60-120 days from the statement date to file.
- 6
Escalate if needed
For persistent issues, file a complaint with the Better Business Bureau (BBB), your state Attorney General, or the CFPB at consumerfinance.gov/complaint.
Common Refund Situations
Select the scenario that best describes your situation with Chewy.
Subscription charged after cancellation
You cancelled your Chewy subscription but were still billed the following month. This is a common issue — contact support with proof of cancellation.
Defective or damaged product received
Your order arrived broken or not working as described. Chewy is generally required to offer a refund or replacement for defective items under consumer protection law.
Order never arrived
Your package was marked as delivered but never arrived, or was significantly delayed beyond the estimated date. File a non-delivery claim with Chewy immediately.
Item not as described
The product you received doesn't match what was advertised on Chewy's website — wrong color, size, or features. This qualifies for a refund under most consumer protection laws.
Unauthorized charge on your account
You see a charge from Chewy that you didn't authorize. Report this immediately to both Chewy and your bank — this may qualify as fraud.
Changed your mind / buyer's remorse
You want to return an item you no longer need. Success depends on Chewy's return policy — act quickly as most merchants have a limited return window.
Contact Chewy Directly
Before filing a formal dispute, try reaching out to Chewy directly. Many issues can be resolved faster this way.
Chewy Refund Timeline
Here's what to expect after you submit your refund request.
Day 0
Request Submitted
You submit your refund request online or via customer support.
Days 3–5
Processing
The merchant reviews your request and approves or escalates it.
Days 5–10
Under Review
Refund is being processed by the merchant's finance team.
Days 10–14
Credit Issued
Funds are returned to your original payment method.
Day 0
Request Submitted
You submit your refund request online or via customer support.
Days 3–5
Processing
The merchant reviews your request and approves or escalates it.
Days 5–10
Under Review
Refund is being processed by the merchant's finance team.
Days 10–14
Credit Issued
Funds are returned to your original payment method.
* Timelines vary by merchant and payment method. Credit cards typically process faster than bank transfers.
If Chewy Refuses Your Refund
You have rights. If the merchant won't cooperate, here's your escalation path — in order of ease and effectiveness.
Step 1.File a chargeback with your bank
Contact your credit card issuer or bank and dispute the charge. Provide documentation of your refund attempt. You typically have 60–120 days from the charge date.
Learn how to file a chargeback →Step 2.File a BBB complaint
Submit a complaint to the Better Business Bureau (BBB). Many companies respond quickly to BBB complaints to protect their rating.
File a BBB complaint →Step 3.Contact your state Attorney General
File a consumer complaint with your state AG office. This creates a legal record and may prompt an investigation if the company has a pattern of violations.
Find your state AG →Step 4.Report to the CFPB
Submit a complaint to the Consumer Financial Protection Bureau (CFPB). They track complaints against financial services and can take regulatory action.
File a CFPB complaint →Want help with a chargeback? Our dispute experts can guide you through the process and write your dispute letter. Start your free case →
Frequently Asked Questions: Chewy Refunds
What is Chewy's return policy?
How do I cancel Chewy Autoship?
Does Chewy refund for items my pet didn't like?
How long does a Chewy refund take?
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