Pet owners are almost evenly split between online and in-store shopping, with roughly 51% buying online and 47% buying in-store — and plenty of them do both. The question isn’t whether you need e-commerce, but what you need it to do. Every pet store owner has heard, “You need to be online or you’ll disappear.” While that’s mostly true, it can feel vague. Online how? Selling what? To whom?
Traditionally, e-commerce is tightly defined as “selling products online.” That’s technically correct, but for brick-and-mortar retailers, it’s more like a digital ecosystem. It includes everything customers use to discover, evaluate, and interact with your store online long before they click “buy.”
Instead of treating e-commerce as a binary — “you have it or you don’t” — think of it as levels of digital growth, each solving a different problem for your store. This blog breaks down the spectrum, from simple ways to be found online to full online sales and shipping for your business.
Let’s jump in.
Each level of digital growth can be shaped to fit your store’s goals.
Here’s a stat that should make every brick-and-mortar owner pay attention: 88% of consumers use Google Maps to find local businesses. If someone in your neighborhood searches “pet store near me” and you don’t show up, you’re throwing potential revenue out the window.
This is the baseline. You need an online presence — not necessarily to sell products, but to stay visible. That means having:
“A lot of store owners think of e-commerce as this big, scary infrastructure project,” says Taylor Harnois, a pet retail expert. “But sometimes it’s as simple as making sure people know you exist when they pull out their phone.”
If sorting out dropshipping or inventory sync is taking time, focus first on being discoverable. Make sure customers can find your store online so they can walk through your door. The rest can come later.
Related Read: Local SEO for Pet Stores: 6 Tips To Increase Traffic
Once people know you exist, the next question is: “Do they have what I need?”
This is where many independent pet stores leave money on the table. Customers want to browse your inventory before driving across town. They might be looking for the specific grain-free kibble their dog tolerates, the brand of cat litter that keeps their apartment dust-free, or even a particular rabbit hay mix or reptile habitat.
You don’t need to ship everything to put it online. A simple product catalog on your website lets customers see what you carry before they waste gas or time. It’s also a chance to highlight what makes your store unique — premium treats, locally made toys, or specialty foods that big-box stores don’t carry.
At this level, the focus is clear: Give customers the information they need to make confident decisions. Let them see your selection, and make your inventory speak for itself.
Alright, now we’re talking about the deep end — actually selling products online and shipping them to customers beyond your zip code.
This version of e-commerce makes many store owners nervous, and for good reason. It’s complex. It requires:
You can run into inventory conflicts — someone might buy the last bag of food online while another customer asks for it in-store. Shipping costs can eat into profits. Returns and exchanges require careful management.
A point of sale (POS) system built specifically for pet stores can do much of the heavy lifting here. Look for one that offers real-time inventory sync, built-in shipping options, and proper security encryption for online payments. This reduces errors, saves time, and keeps your online store running smoothly.
More consumers are actively looking to support small businesses. They’re okay paying slightly more as long as they feel they’re supporting a business that cares. You might not match Chewy’s prices on every SKU, but you can compete on expertise, curation, and customer relationships.
Make your product listings clear and detailed, have an easy-to-find return policy, and give customers enough information to feel confident buying without touching the product first. If they’re not comfortable with online purchases, they’ll still come in-store — which is a win.
You don’t have to ship everything. A 50-pound dog crate can be pickup only. Use your online store strategically — highlight the products where shipping makes sense and where your expertise adds value.
Related Read: A Guide to Pet Store Website Design and 3 Inspiring Examples
E-commerce starts driving real revenue when you offer pickup and delivery. Pet owners are busy and value convenience. Some can’t make it before closing, while others may be ordering heavy items or specialty habitats for rabbits, reptiles, or birds. Many simply like having their order ready when they arrive.
Even though major players dominate much of the market — 79.6% of consumers shop at Amazon, 53.1% at Chewy, and 32.9% at Walmart — independent stores still have plenty of opportunities. Offering pickup or delivery makes it easy for local customers to choose your store first.
This level requires some backend coordination. You need:
Pickup and delivery helps you serve your local market efficiently. You don’t need to become a logistics company. Just give your customers a smooth and convenient way to shop from you. As consumer trust erodes with major brands, customers will look to you for reliable, personalized service.
If your store offers grooming, training, doggy daycare, or any other service-based revenue stream, letting customers book online makes sense.
Have you ever been so busy on a Saturday that you couldn’t answer the phone during business hours? That may have been a potential sale or appointment. Sometimes customers give up after playing phone tag or reaching voicemail.
Online scheduling solves this problem. With the right POS system, customers can book services directly from your website, so your calendar is always updated and accurate. If an appointment is canceled, the time slot automatically becomes available for new bookings. It also reduces no-shows with automated reminders and frees up staff from constant phone calls.
This is especially valuable when competing with corporate chains that already offer online booking. You can’t always out-discount them, but you can match their convenience and make it easy for customers to schedule with you.
The short answer: yes.
E-commerce isn’t just one thing — it’s a toolkit. You don’t have to do everything at once. Start with the level that makes sense for your store and your customers. By using digital tools strategically, you can make shopping easier for your customers and grow your business sustainably over time.
If you want to do all of this without the stress, here’s how eTailPet handles it.
eTailPet is a cloud-based POS system built specifically for pet retailers. It helps you compete in a world where customers expect online convenience, while still keeping the personal touch that makes independent stores special.
It comes with a built-in website builder, so you’re not patching together third-party platforms that don’t communicate with each other. Your inventory syncs in real time across your physical store and online shop, which prevents overselling and eliminates manual stock updates.
You can offer pickup and delivery with integrated order management and provide online booking for grooming appointments. If you want to expand into shipping, eTailPet integrates with buy-now-pay-later options like Affirm, making it easier for customers to say yes to bigger purchases.
E-commerce doesn’t have to be a separate, overwhelming project. With eTailPet, you can streamline your online sales and service operations. Schedule a free demo today to see how you can build your dream e-commerce pet store.