Chewy: item arrived damaged or defective
Contact Chewy customer care promptly for a refund or a replacement.
What does this mean?
Grade C (use with care: check the source of each value before relying on it). 100% of 13 sources are the organization's own pages or government sites; 3 value(s) were read from a search snippet or an archive copy.
Collect
- order number
- photos of the item and box
Steps
Call Chewy customer service and ask for a refund or a replacement at no extra cost.
Facts you can cite
- Policy
For items damaged in delivery, contact Customer Care promptly; Chewy will issue a refund or send a replacement at no additional cost. Read from search-result text of Chewy's help pages on 2026-10-13; the pages blocked automated fetches.
Source: cms.chewy.com, verified 2026-10-13
Rules in force
- Magnuson-Moss Warranty Act15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules
Federal law for written warranties on consumer products. Warrantors must disclose warranty terms in simple language, may not void a warranty because the consumer used another brand of parts or service (unless those are free or the FTC grants a waiver), and may not disclaim implied warranties when they give a written warranty. Consumers can sue for breach and may recover attorneys' fees.
Source: ftc.gov, verified 2026-10-12
1 citable point
- Policy
Under a "full" warranty, service must be free, available to anyone who owns the product during the warranty period, and the warrantor must replace or refund if it cannot repair the product after a reasonable number of tries. It may not limit the duration of implied warranties or impose unreasonable duties, such as requiring return of a registration card.
Source: ftc.gov, verified 2026-10-12
- Policy
If that fails, escalate
Go up one step at a time. Keep the reference numbers and dates from each contact.
Customer service
Supervisor
Written complaint
EmailChewy Legal (questions about the Terms of Use, including your legal relationship with Chewy) legal@chewy.comCard or bank dispute
Fair Credit Billing Act billing-error and purchase-dispute rights (Regulation Z)
Electronic Fund Transfer Act error resolution and unauthorized-transfer liability (Regulation E)
State agency
Your state’s attorney general. Find it in the list of state agencies (also as JSON:
states/<code>.json, for example states/ny.json).Public complaint
RegulatorBetter Business Bureau
Watch out
- Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative.
Let your AI agent handle this
Escalate Anything is a free, open-source MCP server for Claude, Cursor, VS Code, Gemini CLI, Codex and other AI apps. Your agent gets this playbook, keeps a case log with reference numbers and follow-up dates, and drafts each message for you to approve.
1. Set it up (needs uv):
uvx escalate-anything setup2. Ask your agent:
My Chewy order arrived broken on [date]. Use Escalate Anything to get a refund or a replacement.Source code, other install options and the Claude Code plugin