Special Report PetSmart

Operating approximately 1,660 pet stores in the United States, Canada and Puerto Rico, along with more than 200 in-store PetSmart PetsHotel dog and cat boarding facilities, PetSmart holds the mantle as the largest pet retailer—by store count—in the country. Company leaders have attributed its success and longevity to its focus on serving pet parents and solving their problems. In addition to carrying a wide range of pet food and assorted accessories, PetSmart’s problem-solving offerings include services like dog training, pet grooming, PetSmart Doggie Day Camp and pet adoption. In 2023, products and services continue to evolve as the company meticulously tracks what today’s pet parents need to best care for their pets, which include improvements in convenience, novel partnerships that support the humanization of pets and proprietary brand expansions.

“We remain focused on our key strategies which serve our customers and solve their problems to ensure continued success in this highly competitive market,” said Kristin Shane, Senior Vice President and Chief Merchandising Officer, earlier this year. “One key piece of our strategy is our focus on our proprietary brands, products that are only available in PetSmart stores or online. Our proprietary brands provide value for our customers and are one way we’re able to offer differentiation and fill gaps we see in the market. Proprietary brands give us ample room to innovate and play so we can best meet the needs and exceed the expectations of pet parents. With a mix of new and mature names in our collection of proprietary brands, we have 10 with more than $100 million in annualized revenue each and continue to grow additional brands.”

Proprietary Brands

Accordingly in March, PetSmart announced an expansion in its outdoor adventure brand, the Arcadia Trail collection, to feature new apparel items made from recycled materials along with a solution for mobility-challenged pets: the collapsible Pet Wagon dog carrier.

“Exploring the outdoors is an experience that brings pets and people closer together,” said Shane. “Available only at PetSmart, our Arcadia Trail collection features gear and apparel to get you and your dog outside, so you can make lifelong memories together. And since many of our apparel items are made with 100 percent recycled material, you can explore the planet, while being kind to it, too.”

In addition to apparel like pet bandanas, dog t-shirts and hoodies and dog caps, the Arcadia Trail line also features assorted gear like harnesses and leashes, toys and travel accessories such as seat covers, booster seats and collapsible bowls.

Novel Partnerships

While Arcadia Trail is a PetSmart proprietary brand, the company has also embarked on several partnerships that keep its product offerings and services fresh and in the spotlight.

“We’ve challenged ourselves in the decor space through a partnership with nationally renowned designers Nate Berkus and Jeremiah Brent, who helped us develop a first of its kind collection for specialty pets that is both functional and aesthetically beautiful,” Shane said.

In January, PetSmart also announced a PetSmart Fisher-Price Pets toy collection. Beloved children’s toys like the Rock-a-Stack ring toy, Xylophone and Pull Along Rocket have been reworked to support puppy development.

“Pet parents will do anything for their pets, and we are increasingly providing them with more humanized products and services. This one-of-a-kind collection is giving them the chance to be the very best dog mom or dad,” said Shane. “This new and exciting partnership provides a nostalgic and fun way for pet parents to engage with their pets through toys reminiscent of the ones they grew up playing with and loving.”

Outside of products, PetSmart in Canada has also teamed up with Instacart to offer same-day delivery of pet food, toys, accessories and items across more than 150 PetSmart stores in Canada. The service also covers large items like dog crates, cat towers and aquariums as PetSmart is leveraging Instacart’s Big & Bulky fulfillment solution.

“Pet parents continue to seek conve- nience and more digital shopping options, and we look to meet them with a seamless and enjoyable experience,” said Cherise Ordlock, Senior Vice President of Digital at PetSmart. “Our partnership with Instacart is a testament to our commitment to meeting our customers where they are and giving them more ways to shop with us.”

“As the pet industry continues to surge in growth, customers are increasingly seeking efficient and seamless solutions to meet their beloved pets’ needs,” said Blake Wallace, Senior Director of Retail Partnerships at Instacart. “That’s why we’re thrilled to partner with PetSmart and offer their vast selection of pet essentials for delivery across Canada. Their customers can now conveniently access the products they need to care for their pets, with just a few clicks, making pet companionship an even more rewarding experience.”

US PetSmart stores also offer a sameday delivery option which is supported by DoorDash in a partnership that was first forged in 2021.

Fostering Engagement

In 2022, noting the increasing strain on the veterinary care system, PetSmart launched PetSmart Veterinary Services (PVS), an independent business ownership model that allows veterinarians to open their own franchised practice inside a PetSmart store. Its first hospital opened in 2022 in Peoria, AZ.

“Since announcing PVS, we have received a tremendous response from veterinarians across the country expressing interest in becoming business owners and excitement for the opportunity to begin building their own practice,” said John Bork, Senior Vice President of Vet Health Services at PetSmart. “Opening this first hospital location brings great momentum to the future of PVS and the continued support of veterinarian professionals who we know will do anything for pets through their expertise and diligent care.”

Through PVS, veterinarians open their own franchised practice, making it possible to operate an independent business at the fraction of the cost of r Cont'd on Pg. 6