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Cancel Petsmart Autoship: The Right Way
How to cancel PetSmart autoship in canada and keep control of your pet supplies budget
What is PetSmart autoship and why you might want to cancel
PetSmart Autoship is a recurring delivery service that automatically sends pet products to your door at intervals you choose. The service applies discounts to your orders without charging a separate monthly fee-you only pay for the products themselves, plus any applicable shipping.
You might want to cancel Autoship if your pet's needs have changed, you've found better pricing elsewhere, or you simply prefer to order on your own schedule. Whatever your reason, cancelling is straightforward, and Stopee is here to walk you through every step so you avoid common pitfalls.
How autoship works in canada
When you sign up for Autoship, PetSmart creates a recurring shipment schedule for the products you select. On each delivery date, the order automatically processes and ships unless you pause or cancel it beforehand. You receive a 5% discount on recurring orders, plus free shipping if your order exceeds $49 (for Treats members). On your first order, you can save up to $30.
Why cancellation timing matters
PetSmart requires you to cancel at least 24 hours before your next scheduled shipment. If you cancel within 24 hours of a pending order, that shipment may still process and charge your payment method. Understanding this window is critical-it's the difference between a smooth cancellation and an unexpected charge you'll need to dispute.
Your consumer rights in canada and what protects you
Canadian consumer law gives you specific protections when cancelling recurring subscription services like Autoship.
What the consumer protection act says about cancellations
Under Canada's Consumer Protection Act, you have the right to cancel a subscription service at any time. PetSmart's policy-allowing cancellation anytime with 24 hours' notice before the next charge-aligns with this legal requirement. You cannot be locked into an Autoship commitment, and the company cannot charge you for cancellation itself.
Unlike some provinces with strict 14-day cooling-off periods for certain purchases, Canada does not impose a universal cooling-off window for regular retail goods. However, PetSmart's return policy and refund rules still apply to any products you've already received.
How to escalate if PetSmart refuses to cancel
If PetSmart declines your cancellation request or processes unwanted charges, contact your provincial consumer protection office or, in federally regulated matters, the Competition Bureau. Stopee recommends gathering all proof of your cancellation attempt-emails, account screenshots, dates, and times-before escalating. Most provinces offer free mediation services before you need legal action.
Methods to cancel PetSmart autoship
You have two main pathways to cancel: online through your account or in writing via registered mail.
Online cancellation through your PetSmart account
The fastest and most documented method is to cancel directly through the PetSmart website or app. This method leaves a digital record and takes effect immediately.
Written cancellation by mail
If you prefer a paper trail or want legal confirmation, you can send a cancellation letter by registered mail to PetSmart's Customer Care team. This method is slower but creates irrefutable proof of your request and the date it was sent.
Step-by-step: how to cancel PetSmart autoship online
Follow these exact steps to cancel your Autoship subscription through your account.
- Visit petsmart.ca and log in with your email and password.
- Pro tip: If you've forgotten your password, reset it before you start. A failed login can waste time near your 24-hour cancellation deadline.
- Locate and click the "AutoShip" or "Subscriptions" tab in your account menu.
- Look for a section labeled "Manage AutoShip" or "My Subscriptions"-the exact wording may vary depending on your account layout.
- Find the specific Autoship product or subscription line you want to cancel.
- If you have multiple recurring orders (e.g., dog food and cat litter on different schedules), you must cancel each one separately. Pausing one does not affect the others.
- Click the "Cancel" or "Stop AutoShip" button next to the product.
- Some accounts may offer a "Pause" option instead of immediate cancellation. Pausing temporarily stops shipments but keeps your subscription active; choose "Cancel" if you want to end it permanently.
- Confirm your cancellation request when prompted.
- PetSmart may ask for a reason (e.g., "I'm switching brands" or "No longer needed"). You are not required to provide a reason, but doing so helps the company improve its service.
- Take a screenshot or note the confirmation number and date.
- Warning: If you do not receive a confirmation page or email, assume the cancellation did not process. Repeat the steps or use written cancellation instead.
Step-by-step: how to cancel PetSmart autoship by registered mail
Use this method if you want a legally documented record or if the online cancellation fails.
- Prepare a cancellation letter addressed to PetSmart Customer Care.
- Write a simple, clear statement: "I request immediate cancellation of my AutoShip subscription effective immediately."
- Include your full name, email address, account number (if known), and the AutoShip product ID or order number from your most recent shipment.
- Date the letter and sign it by hand.
- Send the letter by Canada Post Registered Mail with confirmation of receipt (A/R).
- Registered mail costs approximately $12-15 and provides tracking and proof of delivery. Do not use regular mail-it leaves no paper trail if PetSmart claims non-receipt.
- Keep your Canada Post receipt and tracking number.
- Address the envelope to PetSmart Customer Care.
- See the full address in the "Contact PetSmart Customer Care" section below.
- Wait for confirmation of receipt (typically 5-10 business days).
- Canada Post will notify you when the letter is delivered. Screenshot or print this confirmation.
- Monitor your account for the next 7-14 days to confirm the cancellation has taken effect.
- Pro tip: Log in to your PetSmart account and verify that the Autoship product no longer appears under "Active Subscriptions." If it does, follow up with another email or call.
What happens after you cancel and how long it takes
Cancellation can feel uncertain, especially if you're worried about surprise charges. Here's exactly what to expect after you submit your request.
Immediate changes to your account
Once your cancellation is confirmed, PetSmart stops creating new Autoship orders for that product. Your account retains your order history and saved payment methods unless you separately delete them through your privacy settings.
Orders already in progress
Warning: If an order entered processing within 24 hours of your cancellation, it will likely still ship and charge you. "Processing" means the warehouse has already picked and packed your items or the payment has already been authorized. You cannot cancel an order in this state through the Autoship dashboard.
If this happens, contact PetSmart Customer Care immediately and request a refund or order cancellation. Reference your cancellation request date and time; Stopee has seen customers successfully reverse these charges when they act quickly.
Timeline for full cancellation
Online cancellations take effect within minutes to a few hours. Registered mail cancellations take 5-10 business days to deliver plus 2-3 business days for PetSmart to process. Plan accordingly if your next shipment is within two weeks.
Refunds and what to do if you're charged after cancellation
Getting your money back after cancellation depends on timing and PetSmart's refund policy.
Refunds for unshipped orders
If you cancel before an Autoship order ships, you should not be charged at all. No refund is necessary because the transaction never completed. If you see a charge on your statement within 24 hours of cancellation, it was likely already processing-contact your bank to dispute it if PetSmart does not reverse it within 5 business days.
Refunds for delivered products
Products shipped before or despite your cancellation follow PetSmart's standard return policy. You have 60 days from purchase to return items in unused, original condition. You can return to any PetSmart store or mail items back. Refunds are issued to your original payment method or as a store merchandise card, depending on how you paid. Shipping, handling, and gift wrap charges may be deducted from your refund.
How to request a refund
Contact PetSmart Customer Care with your order number, product name, and reason for return. If the company refuses to refund an order charged after cancellation, escalate through your credit card company (chargeback) or bank (payment reversal). Provide your cancellation confirmation as supporting evidence. Stopee recommends keeping all receipts, confirmation emails, and screenshots-they are your proof if a dispute arises.
PetSmart autoship pricing and discount plans in canada
Understanding what you pay for helps you decide whether Autoship savings justify the convenience.
| Autoship plan | Discount or cost | Applied when | Best for |
|---|---|---|---|
| First order discount | Up to $30 off | Your first Autoship order only | Trying Autoship for the first time |
| Recurring order discount | 5% off each order | Every shipment after the first | Regular pet supply buyers |
| Treats member free shipping | Free shipping | Orders $49 and above | Frequent buyers (requires membership) |
| No monthly fee | $0 subscription cost | Always | Canada-wide service (unlike some competitors) |
Common mistakes people make when cancelling autoship
Cancelling seems simple, but small errors can leave your subscription active or trap you into unwanted charges. You're not alone if you've made one of these mistakes-Stopee has helped thousands of customers avoid them.
Mistake 1: cancelling within 24 hours of a pending shipment
Many customers assume that cancelling anytime stops all future charges. In reality, cancellations within 24 hours of your scheduled shipment may not stop an order that has already begun processing. Result: you get charged and receive a product you did not want.
How to avoid it: Log in to your account and check your next scheduled shipment date. Cancel at least 25-48 hours before that date to guarantee the cancellation takes effect.
Mistake 2: confusing "Pause" with "Cancel"
The PetSmart app and website both offer a "Pause" option for Autoship. Pausing temporarily stops one or two shipments, but your subscription remains active and will restart automatically. You think you've cancelled; months later, a surprise shipment arrives.
How to avoid it: When you cancel, explicitly select "Cancel" or "End AutoShip," not "Pause." Confirm the final step asks "Are you sure you want to cancel permanently?"
Mistake 3: not saving your cancellation confirmation
You cancel online, see a confirmation page, then close your browser. Days later, you want to verify the cancellation but cannot find proof. If a charge appears, you have no evidence of your request.
How to avoid it: Screenshot or print every cancellation confirmation page. Save any confirmation email PetSmart sends. Write down the date, time, and confirmation number. These become essential if you need to dispute a charge.
Mistake 4: assuming cancellation applies to all autoship products
If you have multiple Autoship items (dog food, cat litter, treats), cancelling one does not cancel the others. You must cancel each subscription separately.
How to avoid it: Go through your AutoShip tab and check every active product. Cancel each one individually. Confirm each cancellation before logging out.
Mistake 5: not following up after written cancellation
You send a registered mail cancellation letter and assume it's done. Three weeks later, an order ships because PetSmart did not process your letter in time.
How to avoid it: Log in to your account every few days after sending your letter and verify that the Autoship subscription is still active. Call PetSmart Customer Care 5-7 days after your registered mail delivery to confirm they received and processed it.
A checklist to confirm your cancellation worked
Use this checklist immediately after cancelling to ensure your request was successful.
| Action | What to look for | Done? |
|---|---|---|
| Check your account | The Autoship product no longer appears under "Active Subscriptions" | ☐ |
| Save confirmation | Screenshot or email confirmation of cancellation exists | ☐ |
| Verify next shipment date | No future shipment is scheduled for this product | ☐ |
| Check payment method | No pending charges appear on your credit card or bank statement | ☐ |
| Wait and monitor | After 7-14 days, confirm no surprise shipment or charge has occurred | ☐ |
| Follow up if needed | If the product reappears, call or email PetSmart again with your confirmation number | ☐ |
Customer reviews and real experiences with PetSmart autoship
What do actual customers say about cancelling Autoship?
What customers praise
Many shoppers report that their Autoship orders arrive on schedule and at the advertised discount. The 5% recurring discount adds up for regular buyers, and the absence of a monthly fee appeals to price-conscious pet owners. Online cancellation is generally smooth for customers who cancel well before their next shipment date.
What customers complain about
The most common complaint is surprise charges from orders that ship despite a cancellation request. Customers who cancel too close to their shipment date find it frustrating that the 24-hour window is not always clearly highlighted at checkout. Some also note that the app does not always clearly distinguish between "Pause" and "Cancel," leading to confusion.
A smaller number of customers report that written cancellation letters are processed slowly or inconsistently, requiring follow-up calls or emails.
Stopee's take on PetSmart autoship
Stopee rates PetSmart Autoship as reasonably consumer-friendly, with a clear 24-hour cancellation window and no hidden fees. The main risk is the 24-hour processing window-if you cancel too late, you'll be charged. The remedy is simple: cancel early and verify your account the next day.
Contact PetSmart customer care for additional help
If your online cancellation fails or you want to cancel by mail, reach out directly to PetSmart's Customer Care team.
Mailing address for cancellation by registered mail
PetSmart Customer Care
Attn: Customer Care
PetSmart Canada
[See petsmart.ca for current mailing address]
Important: Always verify the current mailing address on the official PetSmart Canada website before sending your letter. Addresses change, and sending to an outdated address delays your cancellation.
Phone and email support
Contact PetSmart Customer Care by phone or email if you need immediate help. Most inquiries are resolved within 1-2 business days. Have your account number, email address, and order number ready when you call or write.
Why stopee recommends acting quickly on cancellations
The sooner you cancel, the sooner you stop future charges. Autoship orders process automatically, and the 24-hour cutoff means a 48-hour delay can cost you an unwanted shipment and refund hassle. Stopee has helped thousands of consumers navigate this exact scenario-logging in, finding their next shipment date, and cancelling with at least two days' notice.
Do not let "I'll cancel later" become a month of unwanted orders. Take action today. Log in to your PetSmart account, navigate to AutoShip, and cancel the subscriptions you no longer need. If you hit any roadblocks or PetSmart refuses to refund a charge, Stopee and your provincial consumer protection office are here to help you resolve it. Your budget and peace of mind are worth the five minutes it takes to complete this process.