| Contact Method |
Details & Availability |
Best For |
| Phone |
1-800-672-4399 (24/7) |
Urgent issues, complex order problems |
| Live Chat |
Available 24/7 on the website |
Quick questions, technical support, order tracking |
| Email |
service@chewy.com |
Non-urgent inquiries, sending documentation |
Customer Support Channels
📞 Phone Support
Chewy is known for its excellent, always-on phone support. You won't get stuck in a complicated phone tree.
| Department |
Phone Number |
Hours (ET) |
| Main Customer Service |
1-800-672-4399 |
24 hours a day, 7 days a week |
📧 Email Support
Good for issues that aren't time-sensitive. You can attach photos of damaged products, which is helpful.
| Purpose |
Email |
Notes |
| General Inquiries |
service@chewy.com |
Average response time is 24-48 hours. |
💬 Live Chat
This is often the fastest way to get a simple answer. It starts with a bot but escalates to a human pretty quickly if needed.
- Where to access: Go to the Chewy.com 'Contact Us' page and click the chat icon.
- Steps to access: You'll likely need to provide your name and email to start the chat.
- Types of problems it handles: Order status, changing items, technical website issues, and basic questions.
- Escalation: Yes, the bot will transfer you to a live agent if it can't solve your problem.
📱 In-App Support
Contacting support through the app is straightforward.
- Platform: Available on iOS and Android.
- Steps to contact: Open the Chewy app, go to your 'Account' tab, and select 'Help Center' or 'Contact Us'. This will give you options to call or start a chat directly from your phone.
| Method |
Expected Wait Time |
| Phone |
< 5 minutes |
| Email |
24 - 48 hours |
| Live Chat |
< 5 minutes |
| App |
Same as Phone/Chat |
- Use Live Chat for quick questions: For things like order tracking or simple product questions, chat is usually faster than calling.
- Call for anything urgent: If your pet's food shipment is late or you have a billing issue, calling is the most direct route to a solution.
- Have your info ready: Don't wait for them to ask. Have your order number and email address on hand.
- Use the app: The app often has your account information pre-loaded, which can speed up the process when you initiate a chat or call.
Before You Call: What to Have Ready
- The email address on your Chewy account. Seriously, this is the first thing they'll ask for. It's how they find you.
- Your most recent Autoship order number. If your issue is about a specific shipment, have that number ready from your confirmation email.
- The name of the product(s) you're calling about. Be specific, especially if you're discussing a food formula or a specific toy.
- Your shipping address. They'll use this to confirm your identity. Just have it ready.
| If Your Problem Is... |
The Best Contact Method Is... |
Pro Tip |
| Changing your next Autoship date |
Self-Service (Website or App) |
This is instant. Do it yourself in the 'Manage Autoship' section to avoid any wait time. |
| An item in your order is damaged |
Phone Support (1-800-672-4399) |
They are famously good about this. A phone agent can often ship a replacement immediately, sometimes without needing the original back. |
| A billing error or surprise charge |
Phone Support (1-800-672-4399) |
Phone agents have the most authority to issue credits or refunds on the spot. Have the charge date and amount ready. |
| Adding a one-time item to your next shipment |
Self-Service (Website or App) |
Find the product and click the 'Add to Next Autoship' button. It's much faster than asking an agent to do it. |
| Technical glitches with the website |
Live Chat |
You can easily copy and paste error messages, and they can walk you through troubleshooting steps in real-time. |
