EthicsPoint - PetSmart

Speak Up Reporting

How can I report a concern?

Leadership is often a good first step, but if you’re not comfortable raising concerns with your leader, you’re encouraged to report them through this website or the CareSmart Hotline at 1-800-738-4693.

What type of situations should I report?

PetSmart requires associates to report concerns involving potential violations of our Code of Ethics & Integrity, policies, safety, or respectful workplace standards, especially when they feel uncomfortable raising the issue directly through leadership or when prior attempts haven’t resolved the concern. When submitting your report, you’ll also be asked to share as much detail as possible about the concern. You may also attach documents if needed.

This is not an emergency or 911 service. Do not use this site to report situations that pose an immediate threat to life, safety, or property. Reports submitted through this service may not receive an immediate response. If you require emergency assistance, please contact your local emergency services.

What happens after I submit a report?

After a concern is submitted, it is immediately entered into PetSmart’s secure system, where it is routed only to designated PetSmart partners who are responsible for reviewing the specific concern. These teams evaluate the information, determine the appropriate next steps, and begin the investigation process as needed. If you provided contact information, a PetSmart representative will reach out directly to discuss the concern or gather additional details. If the report was submitted anonymously, investigators may post follow up questions within the system, which the reporter can access using their report key and password.

PetSmart fully investigates all concerns, keeps the process as confidential as possible, and strictly prohibits retaliation against anyone who raises a concern in good faith. Appropriate corrective action is taken when a concern is substantiated, and, when possible and appropriate, the reporter may be informed once the matter is resolved.

Why should I report a concern? What if I wasn’t directly involved or it didn’t affect me?

Even if you weren’t directly involved, PetSmart requires you to report any concern you witness because speaking up helps protect the safety, integrity, and wellbeing of our workplace and our associates. PetSmart’s Code of Ethics & Integrity emphasizes that we can only address issues when associates raise them, and witnesses often provide important information that leadership or affected associates may not feel safe or able to share themselves. Reporting helps ensure a respectful, safe, and ethical environment for everyone.

I’m concerned about retaliation. Should I still report a concern?

Yes, you should still report your concern. PetSmart strictly prohibits retaliation against any associate who makes a good faith report or participates in an investigation, and this protection is reinforced across the Open Door Policy and our Code of Ethics & Integrity. Speaking up helps PetSmart maintain a respectful and safe workplace, and you are encouraged to use these resources without fear of retaliation.

What happens if I submit a question?

When you submit a request or question, it is routed to the appropriate PetSmart partners who may respond directly within the system or reach out using the provided contact information. When you ask a question about company policy or process, we will need to verify that you are a current associate before we can assist.

Reporting Anonymously

Can I report a concern anonymously?

We prefer to know who you are so we can follow up with you. However, we’d rather you speak up anonymously than not at all. If you choose to remain anonymous, no identifying information (like your name or IP address) is shared with PetSmart unless you choose to provide it.

What if I want to be identified with my report?

You always have the option of identifying yourself, and it will help when PetSmart conducts the investigation of the concern or has follow-up information to provide.

Following Up on a Report

How can I follow up on my report once submitted?

After submitting your report, you’ll receive a unique report key and create a password. Please save both as they cannot be retrieved later. This information allows you to follow up, add details, or check the status of your report. Your report will then be routed to the appropriate PetSmart team for review and follow-up.

Will there be follow up questions from PetSmart after I submit my concern?

PetSmart’s internal investigations teams or partners may request additional information or clarification after a report is submitted. We strongly recommend that reporters return to this site to check for follow up questions periodically. Timely responses are important and failure to respond to follow-up questions may limit PetSmart’s ability to fully investigate which could result in the matter being closed.

What if, after submitting my report, I remember something important I’d like to add?

If you remember something important after submitting your report, you should return to the site and add new information. When you first file a report, you receive a unique report key and create a personal password, which allows you to log back in, provide updates, or respond to follow up questions from PetSmart’s investigation partners.