Chewy Order Tracking

https://www.chewy.com/

Enter a tracking number that can be used for shipment tracking to check the logistics history of your Chewy order.

About Chewy

Chewy is a U.S.-focused online pet retailer for pet food, supplies, pharmacy items and related pet-care products. Official website: https://www.chewy.com/. Chewy orders are primarily managed through the Chewy account, order confirmation emails, the Chewy app and Chewy customer service; carrier-level tracking depends on the shipping label and carrier scans.

Brand Entity & Order Ownership

Entity / order party

Role in the order

Chewy

Retailer and order account system for eligible purchases on Chewy.com and the Chewy app.

View all details for Chewy

What it controls	Order records, checkout communication, shipment creation, customer support routing, Autoship settings and returns/refund review according to Chewy policies.
What it cannot control	Every physical carrier scan after a package is handed to the carrier, weather, access to the delivery location, or third-party carrier network disruptions.
Why it matters to tracking	The Chewy order page is the best first place to confirm whether the order was split, shipped, canceled or still being prepared.

Buyer account

The logged-in account that stores order history, email, shipping address and subscription details.

View all details for buyer account

What it controls	Access to order details, saved addresses, payment visibility, Autoship management and communication preferences.
What it cannot control	Carrier movement, refund approval outside Chewy review, or delivery access once the shipment is out for delivery.
Why it matters to tracking	Without the buyer account or order email, a recipient may not see private order details and may need the purchaser to share information.

Seller or merchant

For normal Chewy retail orders, Chewy is the merchant of record shown to the customer.

View all details for seller or merchant

What it controls	Chewy controls customer-facing order support for orders placed directly on Chewy.com or the Chewy app.
What it cannot control	Orders bought from another marketplace, reseller or social seller using the Chewy name but not placed in a Chewy account.
Why it matters to tracking	If the order was not placed on Chewy.com or the Chewy app, Chewy may not have the order record; contact the actual seller or platform.

Fulfillment party

Chewy fulfillment operations, pharmacy processes or specialized handling may prepare items for shipment.

View all details for fulfillment party

What it controls	Packing, label creation, split shipments and release to a carrier when the item is ready and eligible to ship.
What it cannot control	Prescription authorization timing by a veterinarian, carrier pickup timing after label creation, or delivery attempts at the destination.
Why it matters to tracking	A label can exist before the carrier posts the first scan; this is why “shipped” and “in transit” are not identical.

Carrier / last-mile carrier

The shipping company that transports and delivers the package after acceptance.

View all details for carrier / last-mile carrier

What it controls	Carrier scans, routing, delivery attempts, proof of delivery when offered, and local service exceptions.
What it cannot control	Chewy refunds, item replacement approval, product substitution or order cancellation once the package is already in the network.
Why it matters to tracking	17TRACK and carrier sites can only display logistics events that become available from the carrier or tracking data source.

Payment / refund channel

Chewy and the payment method determine how refund status is processed and posted.

View all details for payment / refund channel

What it controls	Refund review, refund initiation and payment network posting after a refund is approved.
What it cannot control	Carrier return scans or the exact posting behavior of every bank or card issuer.
Why it matters to tracking	Return tracking can show the package movement, but it does not prove that the refund has been approved or posted.

17TRACK relationship

Independent tracking platform for usable carrier tracking numbers.

View all details for 17TRACK relationship

What it controls	Tracking lookup, carrier auto-detection where supported, tracking event display and tracking API services for registered tracking numbers.
What it cannot control	Chewy order records, address edits, shipment release, returns, refunds, replacements or customer service decisions.
Why it matters to tracking	Use 17TRACK after you have a carrier tracking number; use Chewy when you need private order, item or refund help.

Quick Answer

To track a Chewy order, sign in to your Chewy account, open the order details, and look for the shipment or tracking link. You can also check the shipping confirmation email or Chewy app notifications when they are available.

If you find a carrier tracking number, enter it on the carrier website or 17TRACK. If you only have a Chewy order number, use Chewy first because order numbers identify purchases but usually are not carrier tracking numbers.

Pro Tip: 17TRACK can help track available carrier tracking numbers and may auto-detect the carrier, but it cannot view private Chewy order contents, modify an address, cancel an order, start a refund or contact Chewy on your behalf.

How to Track Chewy Orders

Start with Chewy because it connects the purchase, item list, split shipments and support options. Then use the carrier number with 17TRACK or the carrier for shipment scans.

Tracking Path Comparison

Tracking path

Use when

Official account / Your Orders

You placed the order while signed in or can access the purchaser account.

View all details for Official account / Your Orders

Identifier needed	Chewy account login, order number or order date may help you locate the purchase.
What you can see	Order status, shipment status, items, possible split shipments and available tracking link.
Best next step	Sign in, open Account or Orders, select the order, then look for shipment, Track Package or Order Status information.
Important limitation	Private order details are visible only to the account holder or authorized support process.

Official order email or SMS

You cannot sign in quickly but have the confirmation or shipping message.

View all details for official order email or SMS

Identifier needed	Email address or phone inbox used at checkout.
What you can see	Order confirmation, shipment notification, tracking link if the package has shipped.
Best next step	Search your inbox for Chewy, order confirmation, shipped, tracking or the product name.
Important limitation	A confirmation email does not prove the carrier has accepted the package.

17TRACK

You already have a carrier tracking number from Chewy, the carrier or an email.

View all details for 17TRACK

Identifier needed	Carrier tracking number, not the Chewy order number.
What you can see	Available carrier scan events, carrier detection when supported and delivery progress.
Best next step	Paste the carrier number exactly as shown; if no result appears, wait for the first carrier scan or verify the number in Chewy.
Important limitation	17TRACK cannot show Chewy-only order notes, item substitutions, refund decisions or payment status.

Carrier website

The carrier is known and you need delivery options or proof of delivery.

View all details for carrier website

Identifier needed	Carrier tracking number and sometimes destination ZIP code for delivery tools.
What you can see	Carrier scans, delivery attempt notes, local facility movement and carrier-specific delivery options.
Best next step	Use the carrier page for delivery instructions if available, then contact Chewy for order-level replacement or refund questions.
Important limitation	The carrier cannot approve Chewy refunds or change products in an order.

Guest / gift route

You received an item from someone else or do not have the purchasing account.

View all details for guest / gift route

Identifier needed	Order email, tracking number, purchaser details or packing slip information if available.
What you can see	Carrier movement if you have the tracking number; private order details may remain restricted.
Best next step	Ask the purchaser to share the tracking link or contact Chewy customer service with available order information.
Important limitation	Chewy may protect the purchaser’s account and payment details.

Chewy app notifications

You use the Chewy mobile app and want order updates on a phone.

View all details for Chewy app notifications

Identifier needed	Chewy app login and notification permissions.
What you can see	Order updates, Autoship reminders and available shipment information depending on app settings.
Best next step	Open the order in the app, confirm whether items shipped together or separately, and copy the tracking number when shown.
Important limitation	App alerts depend on permissions, account status and available Chewy shipment data.

Order Numbers, Tracking Numbers and Where to Find Them

A Chewy order number identifies the purchase inside Chewy. A carrier tracking number identifies a shipped package inside a carrier network. 17TRACK needs the carrier tracking number when available.

Identifier & Tracking Number Guide

Identifier type

Where users find it

Chewy order number

Order confirmation email, Chewy account order history or customer service conversation.

View all details for Chewy order number

Looks like / example	Example only: CHEWY-ORDER-####### or an order reference shown in your account.
Who issues it	Chewy order system.
Can 17TRACK use it?	Usually no; use it with Chewy to find shipment details first.
What it can and cannot prove	It proves a Chewy purchase record exists, but it does not prove a carrier has accepted a package.

Shipment / tracking number

Shipping confirmation, Chewy order details, app notification or carrier link.

View all details for shipment / tracking number

Looks like / example	Example only: 1Z ### ### ## #### #### or 9400 #### #### #### #### ##; actual formats vary by carrier.
Who issues it	The carrier or shipping label system used for the package.
Can 17TRACK use it?	Yes, when it is a supported carrier tracking number and events are available.
What it can and cannot prove	It can show shipment scans; it cannot show item-level Chewy refund approval.

Carrier tracking number

Carrier page opened from Chewy tracking link or printed shipping label reference.

View all details for carrier tracking number

Looks like / example	Example only: 9205 #### #### #### #### ## or carrier-specific alphanumeric formats.
Who issues it	Final carrier or logistics provider.
Can 17TRACK use it?	Yes, if supported and not restricted to a private internal network.
What it can and cannot prove	It proves carrier tracking data exists, but scan gaps can still occur before pickup or during handoffs.

Internal delivery ID

Not publicly confirmed as a separate Chewy customer tracking identifier.

View all details for internal delivery ID

Looks like / example	No official public customer format confirmed for Chewy.
Who issues it	If used internally, it would be issued by Chewy or a logistics partner.
Can 17TRACK use it?	No, unless it is also a supported carrier tracking number.
What it can and cannot prove	Internal identifiers are not a substitute for carrier tracking unless Chewy exposes them as trackable numbers.

Return tracking number

Return label or return instructions if Chewy asks you to send an item back.

View all details for return tracking number

Looks like / example	Carrier-specific tracking format on the return label.
Who issues it	Carrier label generated for the return.
Can 17TRACK use it?	Yes, if it is a supported carrier tracking number.
What it can and cannot prove	It can show return movement; it does not confirm refund approval or final credit posting.

Return authorization / case reference

Chewy return or customer service communication when a return is arranged.

View all details for return authorization / case reference

Looks like / example	Example only: RETURN-CASE-#######; actual Chewy references vary.
Who issues it	Chewy customer service or returns process.
Can 17TRACK use it?	No; it is for Chewy support, not carrier tracking.
What it can and cannot prove	It helps Chewy locate a return conversation but does not show package movement.

Gift / order link

Shared by the purchaser or found in a gift-related message if available.

View all details for gift / order link

Looks like / example	A link or message, not a carrier number by itself.
Who issues it	Purchaser, Chewy order email or support process.
Can 17TRACK use it?	No; copy the carrier tracking number from it when shown.
What it can and cannot prove	It may help identify the shipment but may not expose payment or account information.

Seller reference / marketplace order ID

Only relevant if the purchase was made outside Chewy, such as another marketplace or reseller.

View all details for seller reference / marketplace order ID

Looks like / example	Example only: MARKETPLACE-ORDER-####### from the selling platform.
Who issues it	The external marketplace or seller.
Can 17TRACK use it?	No; obtain the carrier tracking number from that seller or platform.
What it can and cannot prove	It identifies an external purchase and may not be visible to Chewy support.

Fulfillment, Sellers and Carriers

Chewy shipping can vary by item, region, inventory, pharmacy requirements, shipment split and delivery option. Do not assume every package uses the same carrier or tracking timing.

Fulfillment & Carrier Relationship

Fulfillment model

Who ships it

Chewy warehouse shipment

Chewy fulfillment prepares eligible products and hands packages to a carrier.

View all details for Chewy warehouse shipment

Typical carriers or delivery network	Carrier varies by order, region, package size, item type and delivery option.
Who updates tracking	Chewy posts shipment data; carrier updates scans after pickup and movement.
Who handles delivery issues	Carrier handles delivery events; Chewy handles order support, replacements and refunds under its policies.
What the customer should check first	Chewy order details for split shipments and the carrier page for the latest scan.

Split shipment

Chewy may ship items in more than one package when inventory or handling requires it.

View all details for split shipment

Typical carriers or delivery network	Each package can have its own carrier and tracking number.
Who updates tracking	Each carrier updates only its own package events.
Who handles delivery issues	Chewy can review missing item claims; the carrier can explain package-specific delivery scans.
What the customer should check first	Open the order and compare every shipment or package line, not just the first tracking link.

Pharmacy or prescription item

Chewy Pharmacy processing may require prescription information before shipment.

View all details for pharmacy or prescription item

Typical carriers or delivery network	Carrier varies by medication, region and service level.
Who updates tracking	Chewy updates order processing; carrier updates after the shipment is released.
Who handles delivery issues	Chewy Pharmacy or Chewy customer service for prescription processing; carrier for shipment events.
What the customer should check first	Check whether the order is waiting for prescription approval before treating it as a carrier delay.

Autoship order

Chewy creates recurring orders according to account settings before shipment.

View all details for Autoship order

Typical carriers or delivery network	Carrier varies by the generated order and destination.
Who updates tracking	Chewy sends order and shipment updates; carrier scans after pickup.
Who handles delivery issues	Chewy for Autoship changes and order questions; carrier for delivery scan issues.
What the customer should check first	Review Autoship schedule, address, payment and the specific generated order.

Digital service or account-only item

Some account actions or services may not produce a physical package.

View all details for digital service or account-only item

Typical carriers or delivery network	No carrier tracking applies if no physical shipment is created.
Who updates tracking	Chewy account or support system, not a carrier.
Who handles delivery issues	Chewy customer service.
What the customer should check first	Confirm whether the item should ship physically before searching for a tracking number.

Tracking Statuses and Meanings

Order status, shipment status, carrier scan status, return status and refund status are separate. The same Chewy order can show one package delivered while another package is still moving.

Status Quick Lookup

Status shown

What it usually means

Pending / order placed

Chewy has received the order, but shipment may not be created yet.

View all details for Pending / order placed

Lifecycle stage	Payment and order confirmation.
Who is responsible now	Chewy order system and customer account.
What happens next	Order moves to processing or may require payment, address or prescription resolution.
What the customer should do	Check email and account details for confirmation or action required.

Processing / preparing shipment

Items are being prepared; a carrier may not have scanned the package.

View all details for Processing / preparing shipment

Lifecycle stage	Fulfillment, inventory allocation and label creation.
Who is responsible now	Chewy fulfillment or Chewy Pharmacy when prescription products are involved.
What happens next	A shipment link may appear when the label is created and carrier pickup occurs.
What the customer should do	Wait for a shipping email unless Chewy asks for additional information.

Shipped / label created

A shipment exists, but the first carrier scan may still be pending.

View all details for Shipped / label created

Lifecycle stage	Carrier handoff is starting.
Who is responsible now	Chewy until handoff; carrier after acceptance scan.
What happens next	Carrier tracking may update after pickup or sorting.
What the customer should do	Try the number later if it says unavailable or not found immediately after shipment notice.

In transit

The carrier has movement scans between origin and destination.

View all details for In transit

Lifecycle stage	Carrier network movement.
Who is responsible now	Carrier and any handoff carrier.
What happens next	Package moves through hubs or local delivery facility.
What the customer should do	Monitor latest scan and estimated date; contact carrier for scan-specific questions.

Out for delivery

The package is with the local delivery route for an attempted delivery.

View all details for Out for delivery

Lifecycle stage	Last-mile delivery.
Who is responsible now	Carrier driver and local delivery network.
What happens next	Delivered, attempted, delayed or exception scan.
What the customer should do	Check delivery location access, pets, gate codes and safe drop-off areas where applicable.

Delivered

Carrier scan says delivery was completed at or near the destination.

View all details for Delivered

Lifecycle stage	Delivery completion or delivery confirmation.
Who is responsible now	Carrier for proof of delivery; Chewy for order support if the package is missing or damaged.
What happens next	Customer verifies the package, reports missing items or starts support if needed.
What the customer should do	Check porch, mailbox, front desk, parcel room, neighbors and delivery photo or proof if offered.

Exception / delayed / attempted

The carrier could not complete normal movement or delivery.

View all details for Exception / delayed / attempted

Lifecycle stage	Carrier exception handling.
Who is responsible now	Carrier for the delivery attempt or delay reason.
What happens next	Retry, pickup hold, address correction, return to sender or support review.
What the customer should do	Read the carrier note and contact Chewy if the shipment appears lost, damaged or returning.

Return / refund status

Return shipping and refund processing are separate workflows.

View all details for Return / refund status

Lifecycle stage	Post-delivery support and payment resolution.
Who is responsible now	Carrier for return movement; Chewy and payment provider for refund handling.
What happens next	Return may arrive before refund is reviewed or posted.
What the customer should do	Track the return number and keep the Chewy case details until refund status is clear.

Delivery Time and Delay Factors

Chewy publishes current shipping information in its customer service pages and checkout experience. Treat estimated dates as estimates unless Chewy states specific terms for your order.

Delivery Time & Delay Factors

Scenario / service

Typical timing source

Standard Chewy delivery

Chewy checkout, order confirmation and shipping help pages.

View all details for standard Chewy delivery

What can delay it	Inventory location, carrier pickup, weather, address issues, high volume or package size.
When tracking may update	After label creation, pickup or the first carrier sort scan.
Who to contact first	Chewy for order-level questions; carrier for active scan and delivery attempt questions.
Important caveat	Current delivery estimates can vary by item and destination.

Prescription / pharmacy order

Chewy Pharmacy order status and any prescription approval communication.

View all details for prescription / pharmacy order

What can delay it	Veterinarian authorization, prescription details, product availability or required review.
When tracking may update	Only after the pharmacy order is released for shipping.
Who to contact first	Chewy Pharmacy or Chewy customer service.
Important caveat	Do not treat prescription approval time as carrier transit time.

Split package

Order details for each package and carrier page for each tracking number.

View all details for split package

What can delay it	Different fulfillment locations, item weight, backordered items or carrier routes.
When tracking may update	Each package updates independently.
Who to contact first	Chewy if an item is missing from all shipments; carrier if one package has a delivery exception.
Important caveat	One delivered package does not mean the entire order is complete.

Autoship

Autoship schedule, generated order email and shipment confirmation.

View all details for Autoship

What can delay it	Payment changes, address changes, unavailable items or schedule changes.
When tracking may update	After the recurring order is created and shipped.
Who to contact first	Chewy for Autoship account settings and order support.
Important caveat	Autoship scheduling is separate from carrier transit time.

Holiday / severe weather / high volume

Carrier alerts, Chewy shipment status and checkout estimates.

View all details for holiday / severe weather / high volume

What can delay it	Network congestion, facility closures, road conditions or local delivery suspension.
When tracking may update	After the carrier scans at the next available facility or route.
Who to contact first	Carrier for active network alerts; Chewy if the order becomes lost or unusable.
Important caveat	Estimated dates can shift during disruption periods.

International / cross-border

Chewy’s current shipping availability and checkout eligibility.

View all details for international / cross-border

What can delay it	Shipping eligibility, forwarding services, customs or non-Chewy resellers when the order was not shipped directly by Chewy.
When tracking may update	Depends on the actual carrier and handoff network.
Who to contact first	The seller or forwarding provider if the order was not delivered directly through Chewy.
Important caveat	Do not assume Chewy supports every destination; verify at checkout or with Chewy customer service.

Common Problems and Next Steps

Most Chewy tracking problems are caused by label-to-scan delay, split shipments, address access, prescription processing or carrier exceptions. Use the problem type to choose the right escalation path.

Problem & Next Step

Problem shown

Check first

No tracking number

Chewy order status, email inbox and whether the order is still processing.

View all details for no tracking number

Likely cause	Order not shipped, prescription pending, digital/non-shipping item or email not yet sent.
Immediate action	Check Chewy account and wait for shipment creation if no action is requested.
When to escalate	If the estimated shipment window passes or Chewy requests more information.
Who to contact	Chewy customer service.

Tracking number not working

Copy the number exactly and verify it is a carrier tracking number, not an order number.

View all details for tracking number not working

Likely cause	Label just created, wrong identifier, carrier not yet scanned or carrier detection mismatch.
Immediate action	Try again later, select the carrier if known, and compare with the Chewy tracking link.
When to escalate	If no carrier scan appears after a reasonable pickup period or Chewy status conflicts with carrier status.
Who to contact	Chewy for shipment confirmation; carrier for accepted packages.

Shipped but no scans

Whether the status is label created rather than carrier accepted.

View all details for shipped but no scans

Likely cause	Package waiting for pickup, scan delay or bulk handoff processing.
Immediate action	Monitor the carrier link and Chewy order page.
When to escalate	If the package remains without acceptance scans beyond the expected handoff period.
Who to contact	Chewy first because it can confirm fulfillment status.

Package stuck or delayed

Latest carrier scan, facility location and any weather or service alerts.

View all details for package stuck or delayed

Likely cause	Carrier routing delay, missed scan, high volume, severe weather or address review.
Immediate action	Check carrier details and keep the Chewy order number ready.
When to escalate	If tracking stops updating for an unusual period or the estimated date passes significantly.
Who to contact	Carrier for scan meaning; Chewy if replacement, refund or order support is needed.

Delivery attempted

Carrier notice, access instructions, gate code and pickup or redelivery options.

View all details for delivery attempted

Likely cause	No safe access, business closed, signature or local delivery issue.
Immediate action	Use carrier redelivery or pickup instructions if available.
When to escalate	If the carrier is returning the package or repeated attempts fail.
Who to contact	Carrier for delivery scheduling; Chewy if the order returns or is unusable.

Address problem

Chewy order address and carrier exception note.

View all details for address problem

Likely cause	Incomplete apartment, wrong ZIP code, inaccessible location or carrier address validation issue.
Immediate action	Contact Chewy promptly if the order has not shipped; contact carrier if already in delivery network and correction is supported.
When to escalate	If the package is being returned or delivered to the wrong area.
Who to contact	Chewy and carrier depending on shipment stage.

Delivered but not received

Porch, mailbox, parcel room, front desk, neighbors, delivery photo and carrier proof if offered.

View all details for delivered but not received

Likely cause	Alternate drop location, premature scan, neighbor delivery, theft, wrong address or carrier scan conflict.
Immediate action	Check all delivery areas, ask household or building staff, review proof of delivery, then contact Chewy with the tracking event.
When to escalate	If the package remains missing after local checks and the carrier scan still conflicts with reality.
Who to contact	Chewy for order support and carrier for delivery proof or GPS-related scan questions when available.

Split shipment missing item

All package tracking links and item lines in the Chewy order.

View all details for split shipment missing item

Likely cause	Item shipped separately, backordered, canceled, damaged in transit or omitted.
Immediate action	Compare each item to each shipment before filing a missing item claim.
When to escalate	If no remaining shipment contains the item or all shipments are delivered.
Who to contact	Chewy customer service.

Wrong item / damaged package

Photos of box, label, product, packing slip and damage.

View all details for wrong item / damaged package

Likely cause	Packing error, transit damage, leaking product or label mix-up.
Immediate action	Do not discard packaging until Chewy advises; document the issue clearly.
When to escalate	Immediately for unusable, unsafe, temperature-sensitive or medication-related products.
Who to contact	Chewy customer service; carrier if Chewy requests a carrier damage claim step.

Return not updating / refund pending

Return tracking number, Chewy return communication and payment method statement.

View all details for return not updating / refund pending

Likely cause	Carrier scan delay, return not received, refund review not completed or bank posting delay.
Immediate action	Track the return package and check Chewy refund communication separately.
When to escalate	If return tracking shows delivered but Chewy has no refund update after the stated process time.
Who to contact	Chewy for refund status; carrier for return scan issues.

Returns, Exchanges and Refunds

Chewy’s official return information states a customer-friendly satisfaction policy, but return handling can depend on product type, order condition and customer service instructions. Return tracking and refund status are not the same thing.

Returns & Refunds

Scenario

Where to start

Return request

Chewy customer service or the official returns help path.

View all details for return request

Who can start it	The purchaser or authorized account holder with order details.
Identifier needed	Chewy order number, account email, product details and reason for return.
Return shipping / tracking	Follow Chewy instructions; if a return label is issued, track the carrier number.
Refund timing dependency	Depends on Chewy review, receipt when required and payment method posting.
Important limitation	Do not send products back without following current Chewy instructions.

Exchange or replacement

Chewy customer service after confirming the item issue.

View all details for exchange or replacement

Who can start it	Purchaser or account holder; gift recipients may need purchaser help.
Identifier needed	Order number, item name, photos for damage or wrong item, and latest tracking event.
Return shipping / tracking	Chewy may provide instructions depending on item type and issue.
Refund timing dependency	Replacement shipment timing is separate from refund posting.
Important limitation	17TRACK cannot authorize exchanges or replacements.

Cancel order

Chewy account or customer service as soon as possible.

View all details for cancel order

Who can start it	Purchaser or account holder.
Identifier needed	Order number and account email.
Return shipping / tracking	If already shipped, cancellation may no longer be possible and return handling may be required.
Refund timing dependency	Depends on whether payment was authorized, captured or refunded after cancellation.
Important limitation	Carrier tracking cannot cancel a Chewy order.

Return label tracking

Carrier website or 17TRACK using the return label tracking number.

View all details for return label tracking

Who can start it	Anyone holding the valid carrier return tracking number can view public tracking events.
Identifier needed	Carrier return tracking number.
Return shipping / tracking	Tracks package movement back through the carrier network.
Refund timing dependency	Refund may depend on Chewy receiving or reviewing the return, not just carrier movement.
Important limitation	17TRACK cannot confirm refund approval.

Gift return

Chewy customer service with gift and shipment information.

View all details for gift return

Who can start it	Gift recipient may contact Chewy, but purchaser account or order data may be needed.
Identifier needed	Packing slip, tracking number, purchaser name or order information if available.
Return shipping / tracking	Follow Chewy’s instructions for the specific gift situation.
Refund timing dependency	Refund destination may depend on original purchaser and Chewy policy handling.
Important limitation	Chewy may restrict payment details to protect the purchaser’s privacy.

External seller return

The marketplace or reseller where the purchase was made, not Chewy, if the order is not in Chewy records.

View all details for external seller return

Who can start it	The buyer on that external platform.
Identifier needed	External order ID, seller name, platform messages and carrier tracking number.
Return shipping / tracking	Use the platform’s return label and tracking tools.
Refund timing dependency	Depends on the external seller or platform rules.
Important limitation	Chewy may not be able to support orders it did not sell directly.

Customer Service and Escalation

Use Chewy for order records, replacements, returns, refunds and account problems. Use the carrier for delivery attempt details, proof of delivery and local scan issues. Use 17TRACK only for tracking available carrier numbers.

Customer Service

Channel

Best for

Chewy Help Center / Customer Service

Order problems, returns, refunds, damaged items, account help and general support.

View all details for Chewy Help Center / Customer Service

Where to access	Chewy Contact Us and help pages.
Information to prepare	Order number, account email, shipping address, tracking number, item name, photos and latest carrier event.
Who should use it	Purchasers, account holders and recipients with sufficient order information.
Important limitation	Chewy cannot instantly change carrier scans already posted by the shipping company.

Chewy account order details

Checking private order status, split shipments, item lines and tracking links.

View all details for Chewy account order details

Where to access	Chewy Orders after sign-in.
Information to prepare	Account email and password or account recovery information.
Who should use it	The customer who placed the order.
Important limitation	Gift recipients may not have account access.

Chewy app

Mobile order review, app notifications and Autoship management.

View all details for Chewy app

Where to access	Official Chewy app from the iOS App Store or Google Play.
Information to prepare	Chewy login, notification permission and order reference.
Who should use it	Mobile customers managing current orders or Autoship.
Important limitation	App notifications may not appear if permissions are disabled.

Carrier support

Delivery attempt, proof of delivery, local pickup, address access or scan interpretation.

View all details for carrier support

Where to access	The carrier website linked from Chewy tracking or printed on the shipping label.
Information to prepare	Carrier tracking number, destination ZIP code, delivery address and latest scan.
Who should use it	Customers with an accepted package in the carrier network.
Important limitation	Carrier support cannot approve Chewy refunds or replacements.

17TRACK

Checking available carrier tracking events across supported carriers.

View all details for 17TRACK

Where to access	17TRACK tracking.
Information to prepare	Carrier tracking number copied from Chewy or carrier message.
Who should use it	Customers who want consolidated carrier tracking visibility.
Important limitation	17TRACK is independent and cannot access Chewy account data or change an order.

Seller, Marketplace and Buyer Responsibility

Chewy is not currently treated here as an open third-party marketplace with seller-by-seller tracking responsibility. If you bought from Chewy.com or the Chewy app, start with Chewy. If you bought through another marketplace or reseller, that external seller or platform owns the order record.

Marketplace Responsibility

Issue

Buyer action

Order placed on Chewy

Use Chewy account, Chewy email and Chewy customer service.

View all details for order placed on Chewy

Platform role	Chewy manages the customer order and support path.
Seller role	Chewy is the customer-facing merchant for direct orders.
Carrier role	Carrier transports and scans the shipment after acceptance.
Evidence to keep	Order number, tracking number, emails, photos and packing slip.

Order placed on another marketplace

Open the external marketplace order and contact that seller or platform.

View all details for order placed on another marketplace

Platform role	The external platform controls dispute, refund and seller messaging tools.
Seller role	The external seller provides fulfillment information and tracking.
Carrier role	Carrier scans the shipment if a valid tracking number exists.
Evidence to keep	External order ID, seller name, messages, listing screenshots and tracking events.

Delivery scan conflict

Check carrier proof, local delivery places and then escalate to the order owner.

View all details for delivery scan conflict

Platform role	Chewy or external platform reviews order-level remedies.
Seller role	Direct Chewy: Chewy support; external purchase: seller/platform support.
Carrier role	Provides delivery scan, attempt note or proof when available.
Evidence to keep	Timestamped carrier status, delivery photo, address confirmation and support case number.

Brand App, Notifications and Delivery Options

Chewy account tools, email messages and the Chewy app can help you notice order and Autoship changes earlier. Carrier delivery options depend on the actual carrier and destination.

App, Notifications and Delivery Options

Feature

Use case

Chewy app

Review orders, manage Autoship and receive mobile account updates.

View all details for Chewy app

Where to enable	Install the official Chewy app and sign in.
When it appears	When account and order data are available in the app.
What it can change	Account settings such as Autoship or address details before order processing, where supported.
Limitations	Cannot change carrier scans after shipment movement begins.

Email notifications

Receive order confirmation, shipment notice and support communication.

View all details for email notifications

Where to enable	Use the correct email at checkout and account settings.
When it appears	After order placement, shipment creation or support activity.
What it can change	It can provide links and instructions; changes still require account or support actions.
Limitations	Emails can be delayed, filtered or sent before carrier pickup scans appear.

Autoship settings

Manage recurring pet food, medication or supply timing before future orders are generated.

View all details for Autoship settings

Where to enable	Chewy account Autoship area.
When it appears	For products and orders eligible for Autoship.
What it can change	Future schedule, quantity, eligible items and address or payment details before processing where supported.
Limitations	Once an Autoship order is already shipped, delivery tracking follows the carrier workflow.

Carrier delivery options

Redelivery, pickup hold or delivery instructions when the carrier supports them.

View all details for carrier delivery options

Where to enable	Carrier website or delivery management tool using the carrier tracking number.
When it appears	After the carrier accepts the package and offers eligible options.
What it can change	May change delivery instructions, pickup or redelivery depending on carrier rules.
Limitations	Carrier options do not change Chewy refund or replacement eligibility.

Business, Seller or Developer API

Current public official Chewy order tracking API documentation for customer order tracking was not confirmed. For tracking automation, use carrier tracking numbers with a tracking provider such as 17TRACK; do not send Chewy order numbers as if they were carrier tracking numbers.

Developer/API Comparison

Option

Primary use

Chewy public order tracking API

Current public official order tracking API not confirmed.

View all details for Chewy public order tracking API

Provider	Chewy.
Order / tracking coverage	No confirmed public API coverage for customer order tracking in the sources used.
Authentication / access	Not confirmed publicly.
Webhook / batch capability	Not confirmed publicly.
Current documentation	Use Chewy customer-facing account and help resources instead.
Important limitation	Do not build integrations by scraping private customer accounts or guessing undocumented endpoints.

17TRACK Tracking API

View all details for 17TRACK Tracking API

Provider	17TRACK.
Order / tracking coverage	Carrier tracking numbers, not Chewy order numbers, invoice numbers or payment references.
Authentication / access	API token in the 17token header.
Webhook / batch capability	See current 17TRACK API documentation for available API features and limits.
Current documentation	17TRACK API documentation.
Important limitation	Users must first obtain the carrier tracking number from Chewy, email or carrier source.

FAQ

Basic FAQs

1. How do I track my Chewy order?

Sign in to your Chewy account, open your order details, and use the shipment or tracking link when it appears. If a carrier tracking number is shown, you can also track it on the carrier website or 17TRACK.

2. Where is my Chewy tracking number?

Your Chewy tracking number is usually in the shipping confirmation email, Chewy order details or Chewy app order view after the package ships. If the order is still processing, a carrier tracking number may not exist yet.

3. Can I track a Chewy order with only the order number?

Use the Chewy order number inside Chewy, not as a carrier tracking number. 17TRACK and carrier websites usually need the carrier tracking number created for the package.

4. Why does my Chewy order say shipped but the tracking number does not work?

The label may have been created before the carrier posted the first scan. Confirm that you copied the carrier number correctly and check again after pickup or sorting.

5. What should I do if my Chewy package is stuck in transit?

Check the latest carrier scan and any service alerts first. If the delay becomes unusual or the delivery estimate has passed, contact Chewy for order support and the carrier for scan-specific details.

6. How long does Chewy delivery take?

Chewy delivery timing depends on the checkout estimate, item type, destination, inventory, pharmacy requirements and carrier network. Use the date shown in your Chewy order and confirm current shipping terms on Chewy’s shipping help page.

7. What if Chewy tracking says delivered but I did not receive the package?

Check all delivery locations, household members, neighbors, front desk, parcel room and proof of delivery first. If the package is still missing, contact Chewy with the order number, tracking number and latest delivery scan.

8. How do I track a Chewy return?

Use the carrier tracking number on the return label if Chewy provided one. Return tracking shows package movement, while Chewy refund status must be checked through Chewy support or account communication.

9. How do I check my Chewy refund status?

Check Chewy emails, your account and Chewy customer service for refund status. A delivered return tracking scan does not by itself prove that the refund has been approved or posted by your payment provider.

10. How do I contact Chewy about an order?

Use Chewy’s official Contact Us or Help Center pages and prepare your order number, account email, tracking number, shipping address, item details and photos if there is damage or a wrong item.

Expert FAQs

11. Does Chewy use third-party sellers like a marketplace?

For direct orders on Chewy.com or the Chewy app, Chewy is the customer-facing order owner. If you bought from an external marketplace or reseller, that outside seller or platform controls the order record and dispute path.

12. Why did only part of my Chewy order arrive?

Chewy orders can be split into more than one shipment. Open the order details and compare each item line with each tracking number before reporting a missing item.

13. Are Chewy Pharmacy orders tracked differently?

Chewy Pharmacy orders may have a processing stage before shipment if prescription approval or review is needed. Carrier tracking normally begins only after the pharmacy order is released and handed to a carrier.

14. Can a gift recipient track a Chewy order?

A gift recipient can track the carrier package if they have the tracking number, but private Chewy order and payment details may require the purchaser’s account or authorization. Ask the purchaser to share the tracking link when possible.

15. Can 17TRACK track a Chewy Autoship order?

17TRACK can track the carrier number for an Autoship package after Chewy creates and ships that recurring order. It cannot change the Autoship schedule, address, payment method or product selection.

16. Does Chewy have a public tracking API for developers?

A current public official Chewy customer order tracking API was not confirmed in the sources used. Developers should use documented services such as the 17TRACK API with carrier tracking numbers, not Chewy order numbers.

17. Why does 17TRACK show less detail than my Chewy account?

17TRACK shows available carrier logistics events, while Chewy can show private order details such as item lines, account information, returns and support messages. These are different data sources.

Tracking API

curl -X POST "https://api.17track.net/track/v2.4/register" \
  -H "17token: YourKey" \
  -H "Content-Type: application/json" \
  -d '[{"number":"TRACKING_NUMBER"}]'

# Use the carrier tracking number from Chewy shipping details.
# Do not use a Chewy order number, payment reference, invoice number or return case ID as the tracking number.