How Does Chewy Make Money? The Chewy Business Model In A Nutshell

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Written By Angelo Sorbello

Tech entrepreneur and passionate about business



While many businesses struggle to navigate the competitive landscape of the pet retail industry, Chewy has not only managed to survive but thrive. Doubtlessly, critics question how Chewy has been able to achieve such unprecedented success. This article aims to answer that very question by delving into the intricacies of Chewy's business model.

From its robust funding and strategic growth to its value proposition, distribution strategy, marketing efforts, and revenue generation, Chewy has formulated a winning formula that has propelled it to the forefront of the industry.

Key Takeaways

  • Chewy raised $451 million in funding, which was primarily used for recruiting key personnel and developing technology systems.
  • Chewy's sales doubled from $205 million in 2014 to $423 million the following year, surpassing its own projections.
  • Chewy offers extensive product selection, convenience, autoship service, exceptional customer service, and access to veterinarians as its value proposition.
  • The autoship service contributes significantly to Chewy's revenue, with approximately 66% of the revenue coming from autoship customers.

Funding and Growth

Chewy's funding and growth have been fueled by successful funding rounds. This includes a $15 million investment from Volition Capital. This financial backing has enabled the company to recruit key personnel and develop their technology systems.

By investing in talent acquisition, Chewy has been able to assemble a team of experienced individuals who contribute to the company's growth and success.

Additionally, the funding has allowed Chewy to focus on developing their technology systems. This includes inventory scanners and warehouse management systems, which have helped address teething problems and streamline operations.

Value Proposition and Customer Segments

Chewy's value proposition centers around its extensive product selection, convenience, and exceptional customer service. By offering a wide range of pet products, including food, toys, and accessories, Chewy caters to the diverse needs of pet owners.

This extensive product selection sets Chewy apart from its competitors and attracts customers who value convenience and accessibility. In addition, Chewy's autoship service allows customers to set up recurring orders for their pet essentials, saving them time and ensuring a steady supply of products.

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Furthermore, Chewy's commitment to exceptional customer service, including access to veterinarians, enhances the overall customer experience. This customer-centric approach has proven successful in attracting and retaining a broad range of customer segments, including pet owners, pet enthusiasts, busy professionals, and veterinary practices.

Through a competitive analysis, Chewy has identified and addressed the unique needs of these customer segments, solidifying its position as a leader in the pet industry.

Distribution Strategy

Chewy implements a comprehensive distribution strategy that encompasses its eCommerce website, mobile app, autoship service, and dedicated customer support team. This strategy allows Chewy to effectively reach its customers and provide them with a seamless shopping experience.

Expansion plans: Chewy has been expanding its distribution network to cater to a larger customer base. The company has opened fulfillment centers in strategic locations across the United States, enabling faster and more efficient delivery to customers.

Customer acquisition: Chewy's distribution strategy plays a crucial role in acquiring and retaining customers. By offering a user-friendly website and mobile app, as well as convenient autoship service, Chewy attracts customers who value convenience and accessibility. Additionally, the dedicated customer support team ensures that customers receive prompt assistance and personalized service, enhancing the overall customer experience.

Integration of technology: Chewy leverages technology to optimize its distribution strategy. This includes advanced inventory management systems and data analytics to streamline operations and improve the accuracy of order fulfillment. By continuously investing in technology and innovation, Chewy enhances its distribution capabilities and stays ahead in the highly competitive eCommerce industry.

Marketing Strategy

With its comprehensive distribution strategy in place, Chewy effectively implements its marketing strategy to promote its products and engage with customers. Chewy invests in online advertising through various digital channels, including search engine marketing, social media advertising, and display ads. They also employ email marketing campaigns to engage with customers, promote products, and offer discounts. This multi-channel approach allows Chewy to reach a wide audience and drive traffic to their website and mobile app.

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To provide a clearer picture, here is a table showcasing Chewy's marketing strategy:

Marketing Channels Objectives
Social media advertising Increase brand awareness and reach
Email marketing campaigns Engage with customers and promote products
Search engine marketing Drive traffic to website and increase sales
Display ads Increase visibility and attract new customers

Revenue Generation and Autoship

How does Chewy generate revenue and drive customer loyalty through its autoship service?

  1. Data analytics:

Chewy leverages data analytics to understand customer preferences and purchasing behavior. By analyzing this data, Chewy can tailor its autoship service to meet the specific needs of each customer, increasing the likelihood of repeat purchases and customer loyalty.

  1. Customer loyalty:

The autoship service offered by Chewy encourages customer loyalty by providing convenience and cost savings. Customers can set up recurring orders for their pet essentials, ensuring a steady supply of products without the hassle of reordering. Additionally, Chewy offers discounts and incentives to subscribers, further incentivizing them to continue using the autoship service and choosing Chewy as their preferred pet supply provider.

  1. Repeat business:

The autoship service contributes significantly to Chewy's revenue, with approximately 66% of the revenue coming from autoship customers. By providing a seamless and convenient ordering experience, Chewy encourages customers to continue using the autoship service, resulting in repeat business and a steady stream of revenue.

Frequently Asked Questions

How Does Chewy Handle Returns and Refunds for Products Purchased Through Their Autoship Service?

Chewy's returns process for products purchased through their autoship service includes offering full refunds or exchanges within 365 days of purchase. Customers can contact Chewy's dedicated customer support team to initiate the returns process and receive assistance with refunds.

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What Is Chewy's Process for Selecting and Partnering With Veterinarians for Their 'Connect With a Vet' Service?

Chewy follows a meticulous vetting process to select and partner with veterinarians for their 'Connect with a Vet' service. This approach ensures the highest quality of care and expertise, aligning with Chewy's commitment to pet health and well-being.

Does Chewy Offer Any Incentives or Rewards Program for Their Loyal Customers?

Chewy offers a loyalty rewards program called ChewyPerks, which provides customers with exclusive discounts and special offers. In addition, Chewy's exceptional customer service and support options contribute to customer loyalty and repeat business.

How Does Chewy Ensure the Freshness and Quality of the Pet Food Products They Sell?

Chewy ensures the freshness and quality of their pet food products through rigorous pet food sourcing and implementation of stringent quality control measures. This guarantees that customers receive high-quality products for their pets' well-being.

What Measures Does Chewy Take to Protect Customer Privacy and Data Security?

Chewy prioritizes customer privacy protection and data security measures by implementing encryption protocols, secure payment gateways, and regular security audits. They also have strict internal policies and employee training to ensure the confidentiality and integrity of customer information.


In conclusion, Chewy's business model has proven to be highly successful in the competitive pet retail industry. With a strong focus on technology, personnel development, and exceptional customer service, Chewy has experienced rapid growth and financial prosperity.

By offering a wide selection of products, convenience, access to veterinarians, and a diverse customer base, Chewy has solidified its position as a dominant player in the market.

The strategic use of data analytics, incentives, and the autoship service have contributed significantly to Chewy's revenue generation and customer loyalty.

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