{"id":"chewy","page":"https://escalate.alexgaoth.com/#/c/chewy","html":"https://escalate.alexgaoth.com/c/chewy/","generated":"2026-10-15","company":{"id":"chewy","name":"Chewy","aliases":["chewy.com","chewy autoship","chewy+","chewy plus","chewy pharmacy"],"sector":"retail","also_sectors":["subscription"],"website":"https://www.chewy.com","account_url":"https://www.chewy.com/app/login","official_domains":["chewy.com"],"regulators":["ftc"],"notes":"Chewy is an online pet retailer with two recurring programs: Autoship (repeat deliveries) and Chewy+ (a paid membership). Chewy's Terms of Use (last updated July 1, 2026) require binding individual arbitration administered by the American Arbitration Association, with a small-claims carve-out and at least 60 days' written notice before filing. Chewy's help pages load their text with scripts and could not be read by automated fetches on 2026-10-13; return-policy values below come from search-result text and are marked as such. No Chewy page on phishing or impersonation scams was found.","channels":[{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"},{"id":"account","type":"portal","label":"Chewy account (Your Account; Autoship Manager and Chewy+ membership)","value":"https://www.chewy.com/app/login","purposes":["cancel_service","refund_request"],"access":"login","source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"id":"legal-email","type":"email","label":"Chewy Legal (questions about the Terms of Use, including your legal relationship with Chewy)","value":"legal@chewy.com","notes":"Mail: Chewy Legal, 7700 West Sunrise Boulevard, Plantation, Florida 33322.","source":"https://www.chewy.com/app/content/terms","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"supervisor"},{"rung":"written_complaint"},{"rung":"payment_dispute"},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"public","regulator":"bbb"}],"playbooks":[{"issue":"refund_request","summary":"Chewy accepts returns within 365 days for a complete refund and pays return shipping; prescription medications are excluded unless wrong or damaged.","evidence":["order number","the item in the condition received","photos if damaged"],"steps":[{"do":"Call Chewy customer service (24/7) to start a return or ask for a refund.","channel":"customer-service-phone"},{"do":"If Chewy refuses a refund you are owed, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"Chewy accepts returns within 365 days of the sale date for a complete refund and pays the return shipping, if the product is not used or expired and is in the condition received. Read from search-result text of Chewy's Return Policy page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"},{"kind":"limit","claim":"Chewy does not accept returns or replacements on prescription medications unless the medication is wrong or damaged, in which case it exchanges or refunds case by case. Read from search-result text of Chewy's Return Policy page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"}]},{"issue":"damaged_item","summary":"Contact Chewy customer care promptly for a refund or a replacement.","evidence":["order number","photos of the item and box"],"steps":[{"do":"Call Chewy customer service and ask for a refund or a replacement at no extra cost.","channel":"customer-service-phone"}],"facts":[{"kind":"policy","claim":"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.","issues":["damaged_item"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"}]},{"issue":"cancel_service","summary":"Cancel Autoship in Autoship Manager or by phone at any time; end Chewy+ in your account or by phone, with access to the end of the paid term.","evidence":["account email","Autoship order or Chewy+ charge date","cancellation confirmation"],"steps":[{"do":"For Autoship, cancel in Autoship Manager in Your Account, or call customer service. Edit or cancel before 12:00 AM on the day before the ship date, because the order is authorized about 24 hours before shipping.","channel":"account"},{"do":"For Chewy+, end the membership in your account or by calling customer service, before the next charge.","channel":"customer-service-phone"},{"do":"If you end Chewy+ within 3 business days of signing up or of converting from a free trial, ask for the full fee refund."},{"do":"Dispute any charge made after a confirmed cancellation with your card issuer."}],"facts":[{"kind":"policy","claim":"\"You can cancel at any time via Autoship Manager, which can be found in Your Account\" or \"by calling Customer Service at 800-672-4399.\" (Autoship Terms, last updated September 24, 2026.)","issues":["cancel_service"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"up to 72 hours prior to the ship date selected by you, you will receive a pre-shipment email notification\"; you can edit or cancel until the window \"ending 12:00 AM the day preceding your designated ship date.\" \"Approximately 24 hours prior to your designated ship date, your order will be authorized.\" \"You will not be charged until your order ships.\"","issues":["cancel_service","unauthorized_charge"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Autoship price is \"the price of that item as stated in the pre-shipment email notification you receive or lower\"; \"Chewy will not change the price of your next shipment once you have authorized an order.\"","issues":["bill_increase"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"You may end your Chewy+ membership by visiting your account or calling Customer Service at 1-800-672-4399.\" After ending, \"you can continue to use your Chewy+ membership until the end of your paid membership term.\" (Chewy+ Terms, last updated 10/5/26.)","issues":["cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chewy+ renews automatically \"UNLESS YOU NOTIFY US BEFORE A CHARGE THAT YOU DO NOT WANT TO AUTO RENEW\", charging the then-applicable fee to a payment method on file. Chewy may change member fees, benefits and terms \"at any time without notice.\"","issues":["cancel_service","bill_increase"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"}]},{"issue":"free_trial_conversion","summary":"A full Chewy+ fee refund is due if you end the membership within 3 business days of converting from a free trial; later, only if no eligible purchases or benefits were used since the last charge.","evidence":["date of the trial conversion charge","date you ended the membership","list of orders since the charge"],"steps":[{"do":"End Chewy+ in your account or by phone within 3 business days of the conversion charge, and ask for the full membership fee refund to the original payment method.","channel":"customer-service-phone"},{"do":"If the refund is refused while you meet the terms, quote the Chewy+ Terms and then dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"\"If you end within 3 business days of signing up for or converting from a free trial to a paid membership\", Chewy \"will refund your full membership fee on the original method of the payment\", but may withhold the value of benefits used in those 3 business days if that value is less than the fee.","issues":["free_trial_conversion","refund_request","cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"At other times, Chewy \"will refund your full membership fee only if you and your account did not make any eligible purchases\" and did not use Chewy+ benefits since your latest Chewy+ membership charge.","issues":["free_trial_conversion","refund_request","cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"}]}],"known_blockers":["Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative."]},"playbooks":{"refund_request":{"company":{"id":"chewy","name":"Chewy","sector":"retail","website":"https://www.chewy.com","account_url":"https://www.chewy.com/app/login"},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"Chewy accepts returns within 365 days for a complete refund and pays return shipping; prescription medications are excluded unless wrong or damaged.","evidence":["order number","the item in the condition received","photos if damaged"],"steps":[{"do":"Call Chewy customer service (24/7) to start a return or ask for a refund.","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"do":"If Chewy refuses a refund you are owed, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"},{"id":"account","type":"portal","label":"Chewy account (Your Account; Autoship Manager and Chewy+ membership)","value":"https://www.chewy.com/app/login","purposes":["cancel_service","refund_request"],"access":"login","source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"id":"legal-email","type":"email","label":"Chewy Legal (questions about the Terms of Use, including your legal relationship with Chewy)","value":"legal@chewy.com","notes":"Mail: Chewy Legal, 7700 West Sunrise Boulevard, Plantation, Florida 33322.","source":"https://www.chewy.com/app/content/terms","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"Chewy accepts returns within 365 days of the sale date for a complete refund and pays the return shipping, if the product is not used or expired and is in the condition received. Read from search-result text of Chewy's Return Policy page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"},{"kind":"limit","claim":"Chewy does not accept returns or replacements on prescription medications unless the medication is wrong or damaged, in which case it exchanges or refunds case by case. Read from search-result text of Chewy's Return Policy page on 2026-10-13; the page blocked automated fetches.","issues":["refund_request"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"ftc-junk-fees-rule","title":"FTC Rule on Unfair or Deceptive Fees (live-event tickets and short-term lodging)","citation":"16 CFR part 464 (90 FR 2066, January 10, 2025)","jurisdiction":"us-federal","status":"in_effect","summary":"Since May 12, 2025, any business that offers, displays or advertises a price for live-event tickets or short-term lodging (for example hotels, motels and inns) must show the total price, including all mandatory fees, more prominently than other pricing information. Only government charges, shipping and optional add-ons may be left out, and those must be disclosed before the consumer pays. Misrepresenting any fee is prohibited.","source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"A business may not misrepresent the nature, purpose, amount or refundability of any fee, or the identity of the good or service the fee is charged for.","issues":["billing_error","refund_request"],"source":"https://www.ecfr.gov/current/title-16/chapter-I/subchapter-D/part-464/section-464.3","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":["account"]},{"index":2,"rung":"written_complaint","candidate_channels":["legal-email"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative."],"security":{"official_domains":["chewy.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":10,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"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.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chewy is an online pet retailer with two recurring programs: Autoship (repeat deliveries) and Chewy+ (a paid membership). Chewy's Terms of Use (last updated July 1, 2026) require binding individual arbitration administered by the American Arbitration Association, with a small-claims carve-out and at least 60 days' written notice before filing. Chewy's help pages load their text with scripts and could not be read by automated fetches on 2026-10-13; return-policy values below come from search-result text and are marked as such. No Chewy page on phishing or impersonation scams was found.","warnings":[]},"damaged_item":{"company":{"id":"chewy","name":"Chewy","sector":"retail","website":"https://www.chewy.com","account_url":"https://www.chewy.com/app/login"},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Contact Chewy customer care promptly for a refund or a replacement.","evidence":["order number","photos of the item and box"],"steps":[{"do":"Call Chewy customer service and ask for a refund or a replacement at no extra cost.","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"},{"id":"legal-email","type":"email","label":"Chewy Legal (questions about the Terms of Use, including your legal relationship with Chewy)","value":"legal@chewy.com","notes":"Mail: Chewy Legal, 7700 West Sunrise Boulevard, Plantation, Florida 33322.","source":"https://www.chewy.com/app/content/terms","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"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.","issues":["damaged_item"],"source":"https://cms.chewy.com/cms/help/customer/return.html","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"magnuson-moss-warranty","title":"Magnuson-Moss Warranty Act","citation":"15 U.S.C. 2302, 2310; FTC Disclosure and Pre-Sale Availability Rules","jurisdiction":"us-federal","status":"in_effect","summary":"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":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12","points_omitted":5,"points":[{"kind":"policy","claim":"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.","issues":["warranty_claim","damaged_item"],"source":"https://www.ftc.gov/business-guidance/resources/businesspersons-guide-federal-warranty-law","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":["account"]},{"index":2,"rung":"written_complaint","candidate_channels":["legal-email"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative."],"security":{"official_domains":["chewy.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":10,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"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.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chewy is an online pet retailer with two recurring programs: Autoship (repeat deliveries) and Chewy+ (a paid membership). Chewy's Terms of Use (last updated July 1, 2026) require binding individual arbitration administered by the American Arbitration Association, with a small-claims carve-out and at least 60 days' written notice before filing. Chewy's help pages load their text with scripts and could not be read by automated fetches on 2026-10-13; return-policy values below come from search-result text and are marked as such. No Chewy page on phishing or impersonation scams was found.","warnings":[]},"cancel_service":{"company":{"id":"chewy","name":"Chewy","sector":"retail","website":"https://www.chewy.com","account_url":"https://www.chewy.com/app/login"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Cancel Autoship in Autoship Manager or by phone at any time; end Chewy+ in your account or by phone, with access to the end of the paid term.","evidence":["account email","Autoship order or Chewy+ charge date","cancellation confirmation"],"steps":[{"do":"For Autoship, cancel in Autoship Manager in Your Account, or call customer service. Edit or cancel before 12:00 AM on the day before the ship date, because the order is authorized about 24 hours before shipping.","channel":{"id":"account","type":"portal","label":"Chewy account (Your Account; Autoship Manager and Chewy+ membership)","value":"https://www.chewy.com/app/login","purposes":["cancel_service","refund_request"],"access":"login","source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"}},{"do":"For Chewy+, end the membership in your account or by calling customer service, before the next charge.","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"do":"If you end Chewy+ within 3 business days of signing up or of converting from a free trial, ask for the full fee refund."},{"do":"Dispute any charge made after a confirmed cancellation with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"},{"id":"account","type":"portal","label":"Chewy account (Your Account; Autoship Manager and Chewy+ membership)","value":"https://www.chewy.com/app/login","purposes":["cancel_service","refund_request"],"access":"login","source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"id":"legal-email","type":"email","label":"Chewy Legal (questions about the Terms of Use, including your legal relationship with Chewy)","value":"legal@chewy.com","notes":"Mail: Chewy Legal, 7700 West Sunrise Boulevard, Plantation, Florida 33322.","source":"https://www.chewy.com/app/content/terms","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"\"You can cancel at any time via Autoship Manager, which can be found in Your Account\" or \"by calling Customer Service at 800-672-4399.\" (Autoship Terms, last updated September 24, 2026.)","issues":["cancel_service"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"deadline","claim":"\"up to 72 hours prior to the ship date selected by you, you will receive a pre-shipment email notification\"; you can edit or cancel until the window \"ending 12:00 AM the day preceding your designated ship date.\" \"Approximately 24 hours prior to your designated ship date, your order will be authorized.\" \"You will not be charged until your order ships.\"","issues":["cancel_service","unauthorized_charge"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"The Autoship price is \"the price of that item as stated in the pre-shipment email notification you receive or lower\"; \"Chewy will not change the price of your next shipment once you have authorized an order.\"","issues":["bill_increase"],"source":"https://www.chewy.com/app/content/ans-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"\"You may end your Chewy+ membership by visiting your account or calling Customer Service at 1-800-672-4399.\" After ending, \"you can continue to use your Chewy+ membership until the end of your paid membership term.\" (Chewy+ Terms, last updated 10/5/26.)","issues":["cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"},{"kind":"policy","claim":"Chewy+ renews automatically \"UNLESS YOU NOTIFY US BEFORE A CHARGE THAT YOU DO NOT WANT TO AUTO RENEW\", charging the then-applicable fee to a payment method on file. Chewy may change member fees, benefits and terms \"at any time without notice.\"","issues":["cancel_service","bill_increase"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":["account"]},{"index":2,"rung":"written_complaint","candidate_channels":["legal-email"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative."],"security":{"official_domains":["chewy.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":10,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"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.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chewy is an online pet retailer with two recurring programs: Autoship (repeat deliveries) and Chewy+ (a paid membership). Chewy's Terms of Use (last updated July 1, 2026) require binding individual arbitration administered by the American Arbitration Association, with a small-claims carve-out and at least 60 days' written notice before filing. Chewy's help pages load their text with scripts and could not be read by automated fetches on 2026-10-13; return-policy values below come from search-result text and are marked as such. No Chewy page on phishing or impersonation scams was found.","warnings":[]},"free_trial_conversion":{"company":{"id":"chewy","name":"Chewy","sector":"retail","website":"https://www.chewy.com","account_url":"https://www.chewy.com/app/login"},"issue":{"id":"free_trial_conversion","name":"Charged after a free trial"},"playbook_source":"company","summary":"A full Chewy+ fee refund is due if you end the membership within 3 business days of converting from a free trial; later, only if no eligible purchases or benefits were used since the last charge.","evidence":["date of the trial conversion charge","date you ended the membership","list of orders since the charge"],"steps":[{"do":"End Chewy+ in your account or by phone within 3 business days of the conversion charge, and ask for the full membership fee refund to the original payment method.","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"do":"If the refund is refused while you meet the terms, quote the Chewy+ Terms and then dispute the charge with your card issuer."}],"channels":[{"id":"legal-email","type":"email","label":"Chewy Legal (questions about the Terms of Use, including your legal relationship with Chewy)","value":"legal@chewy.com","notes":"Mail: Chewy Legal, 7700 West Sunrise Boulevard, Plantation, Florida 33322.","source":"https://www.chewy.com/app/content/terms","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"\"If you end within 3 business days of signing up for or converting from a free trial to a paid membership\", Chewy \"will refund your full membership fee on the original method of the payment\", but may withhold the value of benefits used in those 3 business days if that value is less than the fee.","issues":["free_trial_conversion","refund_request","cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"},{"kind":"limit","claim":"At other times, Chewy \"will refund your full membership fee only if you and your account did not make any eligible purchases\" and did not use Chewy+ benefits since your latest Chewy+ membership charge.","issues":["free_trial_conversion","refund_request","cancel_service"],"source":"https://www.chewy.com/app/content/membership-terms","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":["account"]},{"index":2,"rung":"written_complaint","candidate_channels":["legal-email"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"known_blockers":["Autoship Manager and Chewy+ cancellation online need the account holder's sign-in; the 24/7 phone line is the alternative."],"security":{"official_domains":["chewy.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":10,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"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.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Chewy is an online pet retailer with two recurring programs: Autoship (repeat deliveries) and Chewy+ (a paid membership). Chewy's Terms of Use (last updated July 1, 2026) require binding individual arbitration administered by the American Arbitration Association, with a small-claims carve-out and at least 60 days' written notice before filing. Chewy's help pages load their text with scripts and could not be read by automated fetches on 2026-10-13; return-policy values below come from search-result text and are marked as such. No Chewy page on phishing or impersonation scams was found.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"Chewy customer service (\"Get help from our experts 24/7\")","value":"+1-800-672-4399","hours":"24/7","purposes":["refund_request","damaged_item","lost_package","cancel_service","billing_error","unauthorized_charge"],"notes":"The Autoship and Chewy+ terms name this number for cancelling either program.","source":"https://www.chewy.com/help","last_verified":"2026-10-13"}},{"index":1,"rung":"supervisor","candidate_channels":["account"]},{"index":2,"rung":"written_complaint","candidate_channels":["legal-email"]},{"index":3,"rung":"payment_dispute","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"public","regulator":{"id":"bbb","name":"Better Business Bureau","level":"nonprofit","when_to_use":"Use when a business did not resolve a complaint and you want a neutral intermediary and a public record on the business's BBB profile. BBB is a nonprofit, not a government agency, and cannot force the business to act.","channels":[{"id":"complaint-form","type":"web_form","label":"File a complaint with BBB","value":"https://www.bbb.org/file-a-complaint","purposes":["poor_service","refund_request","billing_error","damaged_item","warranty_claim"],"notes":"Script-driven page. bbb.org robots.txt disallows automated access to /file-a-complaint/*. Sign-in is offered to follow complaints; it is not confirmed whether it is required to file.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"id":"bbb-directory","type":"web_form","label":"Find your local BBB","value":"https://www.bbb.org/bbb-directory","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"facts":[{"kind":"process","claim":"BBB is a nonprofit organization. It is not a government agency and holds no regulatory power.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"deadline","claim":"BBB forwards the complaint to the business, usually within two business days.","source":"https://www.bbb.org/consumer-complaints/file-a-complaint/get-started","last_verified":"2026-10-12"},{"kind":"process","claim":"BBB contacts the business, asks for a response and acts as a neutral intermediary. It does not take sides and cannot force a business to act.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"The complaint becomes part of the business's public BBB profile.","source":"https://www.bbb.org/all/faq","last_verified":"2026-10-12"},{"kind":"process","claim":"You do not have to contact the business before filing, but your local BBB will encourage it. Conciliation and mediation are voluntary; arbitration needs a contract clause or a signed agreement to arbitrate.","source":"https://www.bbb.org/all/bbb-dispute-handling-and-resolution","last_verified":"2026-10-12"}],"notes":"BBB has no phone number on its national FAQ; contact the local BBB through the directory. Scam reports go to BBB Scam Tracker: https://www.bbb.org/scamtracker"}}],"security":{"official_domains":["chewy.com"],"never_asks":[],"known_scams":[],"report_phishing":[]},"credibility":{"grade":"C","primary_share":1.0,"sources":{"primary":13},"verified_from":{"page":10,"search_snippet":3},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"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.","dossier_last_verified":null},"dossier":null,"guide":{"key":"retail","title":"Retail and online shopping — how complaints work","last_verified":"2026-10-12","file":"guides/retail.md","page":"https://escalate.alexgaoth.com/#/guides/retail"}}