COVID-19 Update: You and your pet's health are our number one priority

 

An Important Update Regarding PetSmart’s Response to COVID-19

Updated November 25, 2020

As we continue to monitor news and information surrounding COVID-19, our highest priority remains caring for our teams and supporting the people, pets and communities that rely on our stores. Our hearts continue to be with all those impacted, as well as those stepping up to care for others.

We’re working quickly to adapt to the changing needs brought on by the pandemic. Please see below for the most up-to-date information.

Store Hours and Shopping Options

As a recognized essential retail business, our stores remain open and continue to provide products and services for pets and their families. Stores are currently open from 9 a.m. – 9 p.m., Mon. through Sat., and 10 a.m. – 7 p.m. on Sundays. Starting Dec. 14 through Dec. 23, stores will be open from 8 a.m. – 10 p.m. for extended holiday hours. Local laws may affect Sunday hours at certain stores. To confirm hours of operation at your local store, please click here.

For pet parents who prefer to shop with us in a different way, we offer several contactless options:

  • Buy online through PetSmart.com or the PetSmart mobile app and use Curbside Pickup at your nearest store
  • Buy online and get FREE same day-delivery powered by DoorDash
  • Buy online and have your order shipped directly to your home

Face Covering Requirement

To help stop the spread of COVID-19, we require that all customers and associates wear face coverings or masks prior to entering our U.S. and Puerto Rico stores. Any customer without a face covering or mask is encouraged to ask an associate for a complimentary mask.

Cleaning and Safety Measures

Since the beginning of the pandemic, we’ve continuously adapted our business practices to meet or exceed all applicable health and safety guidance, as well as other best practices for essential businesses and retail store operations. In total, we have invested millions of dollars to protect our associates and customers with an emphasis on:

  • Supplies including face coverings for our associates, hand sanitizer and personal protective equipment
  • More frequent cleaning protocols with enhanced products that are EPA-approved for use against the virus that causes COVID-19
  • Physical barriers in our stores, salons and PetsHotel locations, as well as other operational adjustments, to ensure a safe distance is maintained
  • Signage, in-store announcements, and floor decals to reinforce social distancing requirements

Services

Nearly all our grooming salons are currently open with reduced hours. Salon appointments are staggered, and curbside drop off and pickup are available during select times of the day, weather permitting, to help customers and associates maintain a safe distance. For more information about the changes we’ve made in our salons, click here.

Training services in most stores are currently open, as well as many of our PetsHotel and Doggie Day camp locations. To find the nearest store that is offering these services, please click here.

Adoptions

In-store adoptions have resumed on a small-scale basis, and our PetSmart Charities Everyday Adoption Centers and 7-Day Cat Centers remain open, subject to any local mandates that may restrict this. To find a center near you, please click here.

Supporting Our Teams

Our associates are truly at the heart of who we are, and we’re proud of the ways they have gone above and beyond to serve pet parents during these challenging times. To recognize their service and commitment, we have paid more than $30 million in additional compensation to our front-line associates since the pandemic began. This includes special thank-you bonuses, payment of healthcare premiums, and other healthcare benefits. We also made a $1 million contribution to the longstanding PetSmart Associate Assistance Foundation (PAAF) to support front-line workers facing personal or financial hardships and established a $1 million scholarship fund for associates of color to further our commitment to diversity and inclusion.

We look forward to continuing to care for our associates, pet parents, pets, and the communities that rely on our stores.

For more detailed information, please visit our COVID-19 FAQs.

 

 

Read a message from our CEO

November 25, 2020

Dear friends & family,

We understand the continued concern surrounding COVID-19 across our communities, and our hearts remain with all those who’ve been impacted.

As pet parents, we know you may have specific questions about how to keep your families safe, and we are here to support you every step of the way. PetSmart continues to work around the clock to ensure we’re able to provide the products and services you need, and to keep our customers, our associates, and the pets we love healthy and safe

This situation continues to evolve quickly, and we are monitoring it closely. We will continue to refer to the Centers for Disease Control and Prevention, Health Canada and other public health agencies to determine the safest course of action for everyone who enters our stores. Additionally, we’ll continue to provide you with the most up-to-date information on our site.

At PetSmart, everything we do is with a heartfelt commitment to bringing pets and people closer together. It’s our honor and privilege to serve you, particularly during challenging times, and we thank you for being at the heart of what we do.

Sincerely yours,

J.K. Symancyk signature

J.K. Symancyk
CEO, PetSmart

 

Frequently Asked Questions
This situation continues to evolve quickly. The FAQs were last updated on November 25, 2020.

Can animals carry the virus that causes COVID-19 on their skin or fur?

Although we know certain bacteria and fungi can be carried on fur and hair, there is no evidence that viruses, including the virus that causes COVID-19, can spread to people from the skin, fur, or hair of pets. However, because animals can sometimes carry other germs that can make people sick, it’s always a good idea to practice healthy habits around pets and other animals, including washing hands before and after interacting with them.

Can I get COVID-19 from my pets or other animals?

At this time, based on the information provided by the CDC, there is no evidence that animals play a significant role in spreading the virus that causes COVID-19. Based on the limited information available to date, the risk of animals spreading COVID-19 to people is considered low by CDC. A small number of pets have been reported to be infected with the virus that causes COVID-19, mostly after contact with people with COVID-19. Pets have other types of coronaviruses that can make them sick, like canine and feline coronaviruses. These other coronaviruses cannot infect people and are not related to the current COVID-19 outbreak.

It’s always a good idea to practice healthy habits around pets and other animals, such as washing your hands and maintaining good hygiene. For more information on the many benefits of pet ownership, as well as staying safe and healthy around animals including pets, livestock, and wildlife, visit CDC’s Healthy Pets, Healthy People website.

Will my PetSmart be open during regular hours?

As a recognized essential retail business, our stores remain open and continue to provide products and services for pets and their families. Stores are currently open from 9 a.m. – 9 p.m., Mon. through Sat., and 10 a.m. – 7 p.m. on Sundays. Starting Dec. 14 through Dec. 23, stores will be open from 8 a.m. – 10 p.m. for extended holiday hours. Local laws may affect Sunday hours at certain stores. To confirm hours of operation at your local store, please click here

I’m not comfortable shopping in stores right now. Are there other ways for me to shop with PetSmart?

We get it, and that’s why we offer several contactless shopping options:

  • Buy online through PetSmart.com or the PetSmart mobile app and use Curbside Pickup at your nearest store. You will receive email communications letting you know when your order will be ready.
  • Buy online and get FREE same day-delivery powered by DoorDash.
  • Buy online and have your order shipped directly to your home. We currently expect online orders to be delivered within 3-5 days.

Will my pet supplies, including pet food, be available at PetSmart?

Like many retailers, we are experiencing a greater demand for certain products and slight delays on certain supplies. We are working around the clock to ensure we have the products and services you need. We appreciate your patience and apologize for any inconvenience.

How do I get the PetSmart app?

You can download the free PetSmart app for iPhone and Android devices from your preferred app store.

How does Curbside Pickup work?

To take advantage of our Curbside Pickup, order online for in-store pickup. Then, once you arrive at the store parking lot, check in through the PetSmart mobile app or call the store & select option "3" from the menu. Provide your name, make, model & color of your vehicle, and an associate will promptly bring your purchase to your vehicle.

How is PetSmart keeping stores clean during the pandemic?

We implemented enhanced and more frequent cleaning protocols at the beginning of the pandemic that we continue to follow closely. The protocols include regularly disinfecting common touchpoints and surfaces throughout the entire store with enhanced products that are EPA-approved for use against the virus that causes COVID-19.

Will PetSmart services like Grooming, Training, PetsHotel boarding, Doggie Day Camp and vet care still be provided?

Nearly all our grooming salons are currently open with reduced hours. Salon appointments are staggered, and curbside drop off and pickup are available during select times of the day, weather permitting, to help customers and associates maintain a safe distance. For more information about the changes we’ve made in our salons, click here.

Training services in most stores are currently open, as well as many of our PetsHotel and Doggie Day camp locations. To find the nearest store that is offering these services, please click here. Additionally, in-store veterinary services remain open.

Will events at PetSmart stores be cancelled?

In accordance with the CDC guidance, we have cancelled all upcoming in-store events for the time being, including our Santa Photo Days event. Instead, we’ll be offering a one-of-a-kind virtual event that captures the spirit of the holidays with pets and prizes. We look forward to announcing more details soon.

Are pets still available for adoption at PetSmart stores?

In-store adoptions have resumed on a small-scale basis, and our PetSmart Charities Everyday Adoption Centers and 7-Day Cat Centers remain open, subject to any local mandates that may restrict this. To find a center near you, please click here.

If you are a current PetSmart Charities In-store Adoption Partner and you have questions about the adoption program, please click here.

How are small pets like hamsters, guinea pigs, reptiles, birds and fish being cared for in PetSmart stores?

Just as we do at any other time, our trained associates and pet care experts provide constant care and attention for the pets in our stores.

How is PetSmart supporting its associates?

Our associates are truly at the heart of who we are, and we’re proud of the ways they have gone above and beyond to serve pet parents during these challenging times. To recognize their service and commitment, we have paid more than $30 million in additional compensation to our front-line associates since the pandemic began. This includes special thank-you bonuses, payment of healthcare premiums, and other healthcare benefits. We also made a $1 million contribution to the longstanding PetSmart Associate Assistance Foundation (PAAF) to support front-line workers facing personal or financial hardships and established a $1 million scholarship fund for associates of color to further our commitment to diversity and inclusion.

How is PetSmart Charities helping during this crisis?

PetSmart Charities, the leading funder of animal welfare, has granted more than $2 million to support pets and people affected by COVID-19. These funds support animal shelters caring for pets as well as help people impacted by COVID to keep and care for their pets across the U.S. and Canada. For more information, please click here.

How can I help pets in need?

The pandemic has created challenges for animal shelters and rescues across the country, and you can make a difference by adopting or becoming a foster pet parent. If you aren’t able to add a pet to your home right now, but want to help pets in need, you can make a donation to PetSmart Charities either online or when you checkout at PetSmart.com. For more information on how to help, click here.

 

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