Help

Frequently Asked Questions

Why register with PetSmart's Pet Community?

Although anyone can view certain areas of our site such as Pet Polls and Featured Articles, by not registering, you'll miss out on some really great site features like creating your profile, adding your pets, using the message boards, posting a blog, and being able to interact with fun and educational video materials and tools!

Why can't I create an account?

There are numerous reasons why you may not be able to create an account such as incompletely filling out information on the registration screen, or not providing valid login information. Also, the PetSmart Pet Community is intended only for those over the age of 13, so if you're a minor under the age of 13, you will not be able to create an account.

If you're still having a problem creating an account please contact us and describe how far into the account creation process you were able to complete as well as the error you received. We're sorry to hear you are having trouble and will try to get you an account as soon as possible!

Why can't I post messages or create a profile?

You must register and become a member of the pet community to post messages or create a profile. It only takes a minute to become a member.  Please visit the “Sign Up” link on the account login box to register today!

However, if after you have registered you still encounter problems with posting messages or creating a profile, please send us an email describing the error you received.

Why can't I log in to my account?

First, please verify that you are logging in with the correct password and username. Next, try clearing your browser's cookies and temporary Internet files and then try logging in again. Finally, remember that only one person can be logged into your account at a time.

You may also want to check to make sure your profile still exists by browsing for your profile. Can't find it? It may have been deleted. PetSmart may delete profiles if they violate the site's Terms and Conditions. You cannot retrieve a deleted account.

If you're still encountering problems please contact us.

I forgot my password. How do I recover it?

You can retrieve your password by clicking on the "forgot password" link located on the account sign in box in the upper right hand corner of the screen. Enter the email address we have on file for you and your recovered password will be emailed to the address on file. If you don't receive our email, remember to always check your junk email box as your mail provider or spam blocker may be incorrectly filtering our email as spam or bulk mail.

How do I change my personal information?

Sign into your account using the sign in box located in the upper right hand corner of your screen or go to the “My Pets.com” link at the top of your navigation if already signed in. You can choose to edit and change your profile as needed.

How do I verify my email address?

First, sign in to the email account you used when creating your account on the PetSmart Pet Community site. We will then send you an email after you register. Click on the link in the email and retype your email address. If you don't receive our email, remember to always check your junk email box as your mail provider or spam blocker may be incorrectly filtering our email as spam or bulk mail.

Why is my photo not uploading?

First, make sure the image you are attempting to upload is in one of the formats PetSmart accepts (.jpg, .gif). If you only have print or traditional film, you'll need to convert this to a file format we accept. One option to consider is scanning your photos and converting them into web-ready photos. Next, make sure the filename is simple and short, with no spaces or funny characters. "Image.jpg" is a good filename. Next, make sure the filename is less than 600k. If none of these things work, it's possible that the image is corrupted.

How do I stop receiving the newsletter?

From your profile page click on "Edit My Profile." Next scroll to the bottom of the page and uncheck the newsletter box.

How do I report a site error?

Please go to the contact us section of the Petsmart web site.

How do I change my default photo?

From your profile page, click "My Profile.” Next choose the option to change or add photo(s).

My pet is no longer with us. How do I update this?

We are very sorry for your loss. If you would like to delete your pet's information from our site and to stop receiving newsletters, there are two steps. First, to delete your pet's information click on “My Profile” and go to “My pets.”  Here you have the option to delete the information from the site.  Second, go to the My profile>Edit My Profile and uncheck the newsletter box at the bottom of the screen.

So, what if I only have a fish or hamster, can I post them?

The PetSmart Pet Community site is for many animals including dogs, cats, birds, and fish.  While most of our content is directed toward dogs and cats, please visit us and set up your pet’s profile now and continue to look for additional content as we grow to welcome other types of pets! Also remember for general pet care information and products, visit PetSmart.com.

Can I create more than one dog or cat profile if I have multiple pets?

Absolutely! You can add as many pets as you would like by clicking on My Profile>Add Pet. You can manage all of your pet's profile pages from the My Profile section.

How can I change my email address on my account?

Click on “Edit profile” from your pet's profile page, edit your email address and click Submit at the bottom of the page.