How Independent Pet Retailers Can Compete with Online Giants Like Chewy

Pet retail giants have deep pockets. They invest heavily in advertising, fast shipping, and subscription programs that make reordering effortless. But when you’re running an independent pet business, how are you supposed to compete with that kind of scale?

The truth is — you don’t. Local pet stores and brick-and-mortar shops still hold real value. Capital One Shopping reports that more than 60% of Americans shop in physical stores weekly. Even during the holidays, when online shopping surges, many people still prefer the in-person experience.

Shoppers are coming out. The opportunity is there. The challenge is deciding how to make your store the place they choose to visit in-person.

Where Online Giants Win

Companies like Chewy grew because they made shopping convenient. Fast shipping. Autoship. Large product selection. Easy reordering.

That scale is hard to replicate without unlimited funds.

But convenience isn’t the only thing customers value. And it’s not the only way to compete.

Where Indie Pet Stores Like Yours Can Compete

You’re in the pet business for a reason. Maybe it’s community. Maybe it's to offer better products. Maybe it's simply loving animals and wanting to do things differently. That’s not a weakness in this market — it’s your edge. The key is knowing where to lean in.

How to Make Your Pet Store a Place People Want to Visit

If someone can reorder their pet’s favorite food from their couch, why should they drive to you?

Because your store can offer something a warehouse never will: experience.

In-store is where you build connection. It’s where someone can ask questions, bring their dog inside, discover something new, or just feel like they’re part of a community. That combination of service, atmosphere, and personal touch is what keeps them coming back.

Making Your Store Stand Out

Here’s where you get creative.

What would make someone genuinely want to come in?

Maybe it’s a private label treat line they can’t buy anywhere else. Maybe it’s a self-serve dog wash that turns into a monthly ritual. Maybe it’s hosting puppy socials, breed meetups, adoption events, or holiday-themed activities that bring people together.

Or it could be something more simple — in-store-only discounts, seasonal bundles, or a “staff favorites” wall that shows customers what you truly stand behind.

This is where you let your brand personality shine. Your tone. Your humor. Your values. Your community involvement. Online giants can ship products, but they can’t make connections the way an in-person interaction can.

Above: Stand out by creating an experience your customers (and their pets) can’t get anywhere else. 

Strengthening Customer Loyalty

Now let’s talk about convenience — because it does still matter.

Chewy didn’t grow solely because they carried a lot of products. They made shopping and reordering effortless. Autoship programs removed friction and kept people coming back.

You don’t have their national shipping network, but you can still offer convenience. Options like Buy Online, Pick Up In Store (BOPIS), recurring orders, or loyalty programs that actually feel rewarding can make a real difference. Smart promotions based on what your customers already buy help keep them engaged, too.

With the right pet store POS system, you can track purchase history, use customer data, and sell online.

Selling Online as an Extension of Your Store

This post isn’t about ignoring eCommerce.

Customers expect to browse products online, check availability, read blog content, and see what’s new. Your online presence should make it easier for them to choose you — not replace the experience you’ve built.

When your online store and in-store systems work together, you can promote events digitally, share educational content, and give customers flexible ways to shop. Unified commerce for pet stores makes an experience feel modern without losing personal touch.

The Independent Advantage

If your only value is carrying the same brands at the same price as everyone else, you’re fighting an uphill battle.

But if your value is expertise, experience, and community — supported by smart systems that reduce friction — you’re not playing the same game.

You don’t need to out-scale Chewy.

You need to be the place people trust. The place they enjoy visiting. The place that remembers their dog’s name.

PetStack helps independent retailers do exactly that. Our pet store POS & retail management system makes it easy to manage inventory, run loyalty programs, and sell both in-store and online — all while letting you focus on the parts of your business that make it truly unique.